Is the never-ending ticket inflow degrading the quality of your support services and pushing customer satisfaction rates to an all-time low?  This is a common challenge that is urging most businesses to rethink their customer support strategies.  If you are sailing in the same direction, there is some good news for you!  A self-service portal...

As a consultant helping teams scale operations and documentation for the past 10+ years, I’ve seen brilliant businesses crumble simply because their smartest minds walked out the door, with no one capturing what they knew, aka failing knowledge transfer. Whether onboarding new hires, handing off projects, or prepping for retirement, the real challenge isn’t what...

Knowledge is a strategic asset that shapes every decision and strategy a business undertakes in its lifetime.  When managed well, knowledge can bring astounding results in the form of increased productivity, team collaboration, and innovation. On the contrary, inadequate knowledge management can jeopardize your growth.  A well-defined knowledge management process is all you need to...

Knowledge is power, but it can become a burden if your company’s valuable information is scattered across emails, Word docs, and Google Drive.  Over the past 6-7 years in the knowledge management and customer service industry, I have noticed how knowledge management software helps centralize company information, making it easily accessible for employees and customers....

Successful businesses have one thing in common – they know how to optimally capture, retain, and utilize employees’ knowledge to achieve transformational growth.  While tacit knowledge held by employees is difficult to capture, explicit knowledge can be effortlessly recorded, documented, and shared. This knowledge exists in multiple formats such as manuals, books, how-to videos, knowledge...

Take products in any industry, and you will find they are almost identical, with just a few minor differences.  With such similar products, convincing customers that your product offers unparalleled value and can help them solve real problems is an uphill battle. Such convincing demands more than just customer service skills or shiny marketing campaigns....

Knowledge sharing platforms are indispensable for organizations seeking to enhance collaboration, streamline information management, and foster continuous learning. Deloitte has found that companies with effective knowledge sharing programs had a 34% higher productivity rate than those without such programs. Over the years, I’ve seen knowledge sharing tools help organizations unlock the full potential of their...

When you list the challenges your business faces, recording every bit of information that exists within the company is probably one of the top rankers.  It goes without saying that it is not possible to record all the wisdom your employees have gained over a period of time.  A lot of information only exists with...

Today’s data abundance sometimes turns into a burden when employees waste countless hours sifting through emails, documents, and messages, searching for the right information to do their jobs effectively.  A McKinsey study found that employees spend an average of 28 percent of the workweek managing e-mail and nearly 20 percent looking for internal information. Knowledge...