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Is Your Knowledge Management Program Delivering ROI? Prove it!

Air Date: January 26, 2022
Time: 2:00 pm ET
Moderators: Tim McElgunn

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.

Join ICMI on January 26 when industry luminary Roy Atkinson will share specific and immediately useable steps you can take to build and win support for your KM business plan. Atkinson will also share the metrics you must establish, track, and share to keep knowledge management on the strategic agenda – and fully funded.

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Headshot for 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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