Many within customer service know the knowledge management challenges that service agents face on a daily basis. But oftentimes, these challenges don’t make their way to the executive level.
If you’ve seen the TV show “Undercover Boss,” then you’ve seen this disconnect before: executives go undercover within the operational levels of their businesses, only to find that the principals touted from the corporate HQs are far removed from ground-level operations. The bosses find themselves shocked by the lack of execution, leading to widespread organizational changes. Read more and comment »