In our benchmark report last year, we found that 57% of companies said that they were successfully able to integrate knowledge sharing into their support organization’s strategic approach. It sure looks like most organizations have embraced knowledge-sharing practices (like Knowledge-Centered Support or Communities of Practice).

But this year, we heard many support organizations say that there’s more to do. In our benchmarking this year, we hear consistently that more than half of the team members in a support organization say that sharing knowledge efficiently would produce at least 30% improvement in productivity.

But isn’t knowledge-sharing already part of what most support organizations are already doing?

So what can a support executive do to access this still-hidden value?

Extend knowledge sharing beyond the silo.

  1. In my blog – Mind the Gap – I describe how support organizations can re-purpose their same knowledge-sharing practices that they have spent time and money adopting across boundaries to sales, professional services and engineering.
  2. I also go into depth on how to measure the knowledge gap between different parts of your organization in Measuring Knowledge Hand-offs in DevOps so that you can baseline your current performance and quantify your productivity gains.

Look inside your organization for opportunities to improve motivation, processes, and measures.

  1. Information Age has a great article on 8 ways to boost knowledge management for better employee productivity. One of the key points how organizations can do a better job tapping into intrinsic motivations.
  2. Process mapping can go a long way to understanding how your organization shares knowledge, but one of the best ways to improve knowledge sharing is to look at how hand-offs happen between processes. My blog, Eyes up! Look for knowledge-sharing opportunities between processes, not inside them, gives you practical steps to get started.
  3. Emily Dunn and I talk about a unique approach to an often-ignored knowledge-sharing measure—time to competency for new team members—where the support and learning teams team up to drive improvement. Take a look at Partnering to Improve Time to Competency and Proficiency.

Want to go deeper into ways to leverage knowledge and drive real improvement in your critical metrics? Need to reimagine your measures in a new, cutting-edge dashboard?

Get started by being among the first to receive our report, created by industry leaders, Creating an Executive Dashboard for Customer Support.

It will give you

  • Insight on the need for new customer support standards and KPIs
  • Six high-level, outcome-based metrics
  • Specific recommendations for applying these metrics to your own executive dashboard



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