This website covers topics on knowledge management, personal effectiveness, theory of constraints, amongst other topics. Opinions expressed here are strictly those of the owner, Jack Vinson, and those of the commenters.

Thinking out loud in call centers

I ran across Primus in some recent Googling and discovered this tidbit from John Swindlehurst in their April 2004 newsletter: Primus Newsletter: Thinking Out Loud

Case in point: I was working with a client during a Knowledge Management training engagement in the United Kingdom. During the training session, a student created a new Solution based on a recently closed "case". The following day, the student went to put the "finial touches" on their Solution only to discover that a fellow employee in the United States had already "reused" the Solution to resolve a different customer issue. Within this illustration, one can see how vital the need has become to capture and share/reuse information within a Knowledge Management environment. If the engineer in the United Kingdom had failed to capture the new Solution, there would have been a substantial delay in providing the resolution to the customer in the United States.

What a nice example of how thinking out loud can be valuable. When I related this to a colleague from a command-and-control environment, their face took on a strong look of concern. "How can you just let this happen?" It's all in the culture!

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