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Knowledge Management in Practice by Anthony J. Rhem

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Chapter 11

“Are You in Good Hands?”: Knowledge Management in Insurance

Conveying a consistent message to the customer base, which is supported by consistent and up-to-date knowledge, is essential to servicing the needs of both customer and customer service representatives (CSRs) (which is an extension of your insurance organization). Knowledge management (KM) will play a key role in servicing customers and CSRs in a consistent manner. Developing and executing processes and communication aimed at capturing, cataloging, and delivering content (information and knowledge) are keys to producing positive results. However, we must understand that it is the human element of KM, and the positive impact that KM has on the efficacy and attitudes of customers, ...

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