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March/April 2008
What are the best ways to transfer knowledge from the aging/retiring workforce to younger professionals in an organization?
(Congratulations to the reader from Deloitte who submitted this month's topic!)
In this issue:
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| Managing Knowledge Transfer in a Multi-generational Workforce |
This month's topic - transfering knowledge from the aging workforce to the new generation - is a complex and challenging problem that many organizations are struggling to address. According to the AARP, 79% of business executives agree that knowledge and experience that mature workers take with them when they retire can hurt a business financially. So how do you start transferring knowledge today before it's too late?
To tackle this topic, InQuira has created a new eBook "Managing Knowledge Transfer in a Multi-generations Workforce" which provides a comprehensive overview of the things you need to consider and the tactics you can leverage to effectively and efficiently transfer knowledge from aging Baby Boomers to new Generation X / Y employees.
eBook Excerpt:
It’s a tradition as old as the human race; as one generation moves on the knowledge and information they have must be shared with the next generation in order to ensure its survival. Hunters and gathers would pass along their knowledge of the best places to find food to provide for the continuation of their race. Skilled tradesmen would take on apprentices that would be trained in the trade and eventually take over when the master was no longer capable. Even today where we have access to more formal education and training than our predecessors, modern mentorship programs aim to pass down knowledge and experience from current leaders to future generations.
Knowledge transfer in a multi-generational workforce is more critical today than ever before. Close to 50% of the current workforce will be set to retire within the next decade. With this mass exodus of employees companies are at risk of losing significant amounts of talent, knowledge and history. To compound this problem, there will be shortage of skilled workers entering the workforce in time to replace aging workers. While most organizations recognize this retirement crisis as a high priority, many are unsure of what actions to take to address this challenge.
To effectively transfer knowledge it is important to understand the generations in your workforce, the types of knowledge that needs to be captured and shared, and what tools and tactics are available to support the process.
Read more... |
| Influencing the Online Experience |
By doing their research, purchasing, and support inquiries increasingly online, today’s consumers have fundamentally transformed the sales and support dynamic for enterprises. - How do today’s consumers expect to interact with organizations?
- How do they define a successful sales or support interaction?
- What are the implications of these changes for today’s sales and support organizations?
To answer these and many other questions, InQuira sponsored an extensive study from Service XRG. Based on interviews with 503 online customers and 311 companies, this research provides compelling insights into how customers are using the Web to make purchase decisions and what companies can do to provide them with an experience that meets and exceeds their expectations.
Get full study results and to learn more about effective strategies that will improve your customers’ online experience: - View webcast featuring Tom Sweeny, Principal and Founder of ServiceXRG.
- Download the full report “Influencing the Online Experience: Maintaining Customer Mindshare and Loyalty through Superior Web-based Service".
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| Arming Help Desks with Knowledge |
| Customer pressures are something that many of us feel on a daily basis, and if we work in a help desk environment these pressures are significantly increased. Turning upset, unsatisfied customers into happy, satisfied customers requires the ability to find the right information at the right time to quickly and accurately resolve their issue. View this quick demonstration to see how InQuira's solutions can help turn help desk chaos into calm. |
| InQuira Among KMWorld Magazine's 2008 100 Companies that Matter |
"In addition to being innovative, the companies on our list simply must emphasize an abiding determination to serve their most important constituency: their customers. InQuira's combination of intelligent search and knowledge management attacks customer service from both sides, providing customers with better information and more intuitive tools to access it." - Hugh McKellar, editor in chief of KMWorld
The list — compiled by KMWorld editorial staff and writers, knowledge management practitioners, theorists, analysts, and vendors and their customers — identifies visionary companies that are making a difference in knowledge management. Click here to view the full article and list. |
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