Скачать или смотреть The Knowledge Mirage: Why What Looks Right is Often Wrong

When done right, knowledge management can absolutely increase employee and customer satisfaction, decrease training costs, reduce handling times, and boost sales. It is the most valuable, fundamental capability of every great service organization.

This session, hosted by Vicki Brackett, Head of CX and Chief Knowledge Officer of Knowledgly, and Lon Hendrickson, Executive Director of the CCNG Magnet Program, dives into the most common misconceptions senior leaders have about their knowledge management efforts – from assuming their knowledge base is “good enough,” to thinking their agents will “just ask someone” if they don’t know the answer. You’ll uncover ways to discover the hidden cracks in your knowledge foundation, how to identify if poor knowledge impacts both employee and customer experience, and why AI tools are only as good as the information behind them. Key Takeaways include: (1) What leaders think is working vs. what frontline agents experience; (2) The role of tribal knowledge and the myth of “we have it documented”; and (3) How surface-level fixes (new tools, AI add-ons) miss the real problem.