The Rise of the Fractional Knowledge Manager
By Marty Hobratschk, CKM
Strategic Consultant
In today's world, knowledge is like gold. Companies need to be on top of their game when it comes to collecting, organizing, and sharing info. That's where fractional knowledge managers come in - they're the new rockstars of the business world!
What is a Fractional Knowledge Manager?
The concept of a fractional employee arose in the academic world, where professors often divided their time between teaching, research, consulting, and other activities. This model then spread to other sectors like finance, marketing, and service industries. These days, it’s becoming more and more common to see fractional executives and managers, as companies look for cost-effective and flexible ways to access specialized skills and knowledge.
A fractional knowledge manager is a part-time or project-based expert in knowledge management. They team up with organizations to give them a helping hand in capturing, organizing, sharing, and making good use of knowledge. Fractional knowledge managers perform a variety of tasks, including:
Analyzing knowledge ecosystems to identify gaps and opportunities
Developing and implementing knowledge management strategies
Identifying and capturing key knowledge assets
Creating and maintaining knowledge repositories
Facilitating knowledge sharing and collaboration
Providing training and support to knowledge workers
Measuring and evaluating the effectiveness of knowledge management initiatives
The Value of Fractional Knowledge Managers
Fractional knowledge managers can provide a number of benefits to companies that have a customer service contact center, including:
Improved customer service: Fractional knowledge managers can help contact center agents quickly and easily access the information they need to resolve customer issues. This can lead to improved customer satisfaction and reduced call handling times.
Increased efficiency: Fractional knowledge managers can help contact centers to streamline their knowledge management processes. This can free up agents' time so that they can focus on providing excellent customer service. It can also speed up the time it takes to onboard a new agent so that they reach peak productivity faster.
Reduced costs: Fractional knowledge managers can be a cost-effective way to improve knowledge management in a contact center. Since they are hired on a part-time or project-based basis, companies only pay for the services they need. And don’t forget about the cost savings that come with increased efficiency and improved customer service.
Conclusion
Fractional knowledge managers can be a real game-changer for companies with a customer service contact center. They're like a secret weapon that can help you boost customer service, work smarter, and save money. If you’d like to learn more about ways to level up your contact center's knowledge management, get in touch with us at www.cognita-km.com.
