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A Knowledge Management Strategy for Non-Profits Working in Developing Countries

Conversation Matters

I recently conducted a study of eleven non-profits to find out how knowledge management (KM) was being implemented in developing countries. In this article I have 1) outlined the findings from that study, and 2) developed a knowledge management strategy based on the findings. Staffing KM Positions.

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Developing Customer Service Skills During COVID-19

Professional Alternatives

Customer service skills are optimized when organizations move away from the rigidly structured coaching system in contact centers. Instead of reviewing a handful of calls one hour each week with a rep, managers can weave the coaching into the workflow. — 4) Improve Knowledge Sharing. Knowledge sharing can be dynamic.

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The Three Eras of Knowledge Management

Conversation Matters

In this video I describe the Three Eras of knowledge management that I have previously written about on this blog, Where Knowledge Management has Been and Where it is Going – Part One , Part Two , and Part Three. It is the "means," but what is being managed are ideas. Zhenshen, China.

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Assessing Values in Online Technology Part 4

HR Examiner

Recruiting: 17%. Interviews. The interviews took place by video conference and are recorded in the HRExaminer archives. Recruiting (Assessment). Recruiting. Recruiting. Recruiting. Talent Management. Recruiting (Recruitment Marketing). Recruiting (Workforce).

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What is knowledge management strategy?

Twine App

Are your file systems filled with documents that no one reads? You need a knowledge management strategy. Put simply, knowledge management is the way an organisation shares information. The solution: you need a knowledge management strategy. What is a knowledge management strategy?

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The CKO of Microsoft Services Has a Surprising Perspective on Knowledge Management

Conversation Matters

I recently had the opportunity to interview Jean-Claude Monney , for a project I was working on for USAID. He points to law firms that are increasingly replacing paralegals with AI , what he calls “knowledge augmentation.” He is the CKO of Microsoft Services, the largest Division of Microsoft with over 22,000 people.

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The 15 Top Call Center Software Platforms for 2024

Rallyware for Human Resources

The Rallyware team has done some research, and narrowed down a selection of 15 top call center software for 2024. Gone are the days of the old-school call center as we know it – traditional call centers have evolved significantly, now adopting innovative call center software that significantly streamlines operations.