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Is Your Knowledge Management Program Delivering ROI? Prove It!


Air Date: January 26, 2022
Time: 2:00 pm ET
Presenters:

Roy Atkinson

Moderators: Tim McElgunn
Sponsor:
ICMI Logo

Watch the webinar video below.

The importance of accurate, comprehensive, up-to-date, and readily accessible knowledge resources has grown as contact center and service desk teams have become more distributed, with many working from home over the last two years. More organizations recognize the competitive advantage a solid KM program provides. Many are increasing their investment in KM as an enabler of continuous service delivery improvement as well as preparing the way for the growing use of emerging technologies such as AI.

But there is still work to be done making sure your organization invests appropriately in effective KM tools, methods and techniques today and secures budget for the longer term.

In this webinar, Roy Atkinson shares specific and immediately useable steps you can take to build and win support for your KM business plan. Roy will also share the metrics you must establish, track, and share to keep knowledge management on the strategic agenda – and fully funded.

Presenters
Roy Atkinson
Roy Atkinson
CEO and Principal Advisor, Clifton Butterfield, LLC

Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. In addition to many other lists in 2020, he was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva, one of the “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020” by SurveySensum, and one of the “Top Ten CX Contact Center Influencers You Need to Follow” by Shelf.

His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. He delights in bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson.



Moderators
Tim McElgunn
Tim McElgunn
Principal Analyst, ICMI
Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.

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Topics: Knowledge Management, Strategy, Metrics