Knowledge Management Education Series – Part 2 of 3

When done right, knowledge management can absolutely increase employee and customer satisfaction, decrease training costs, reduce handling times and boost sales. It is the most valuable, fundamental capability of every great service organization. Join us for this exclusive, executive series. Each session provides expert insight and live Q&A.  

Register here, RSVP confirmation to follow.

Session 2: “Knowledge Chaos: The Productivity Killer No One’s Talking About”

Hosted by Vicki Brackett, Head of CX and Chief Knowledge Officer of Knowledgly, and Lon Hendrickson, Executive Director of the CCNG Magnet Program

Summary:
We zoom into the day-to-day operational impact of poor or inconsistent knowledge. Learn how even well-meaning documentation, SOPs, or systems can actually add friction instead of solving problems. We’ll also explore the ripple effect on KPIs: AHT, first contact resolution, new hire ramp time, QA scores, and more.

Key takeaways:

• Why “organized chaos” is still chaos when it comes to knowledge management
• Hidden labor costs and productivity drains
• The hidden toll of scattered knowledge on your most capable teams

Wednesday, February 18, 2026. 1:00 – 1:30 pm (Central Time)