Want employees to turn knowledge into wisdom?

Want employees to turn knowledge into wisdom? Get your facts together!

Knowledge is a tricky concept. Many people spend a lifetime trying to acquire as much knowledge as they can. But in a world where data-driven working is the new norm, most forget that facts don’t mean anything in themselves. If you don’t organize, categorize, and interpret them, you won’t be able to use any of your knowledge to change your life or business.

What’s knowledge without organization?

When the Americans were in Iraq, their military equipment had barcodes. All information was organized — for example, every tank could instantly be tracked down. That’s crucial in a life-or-death situation, as it allows you to act quickly.

But the same principle applies to much more common settings. Just imagine what a grocery store would look like if it didn’t categorize products. Customers would have to zigzag through the aisles in illogical ways to collect the items they need. It would be so inefficient they’d likely stop coming to the store.

Drain the ocean (of data)

Now, let’s have a look at a customer contact center. Agents should be able to make independent decisions that pertain to the moment. To do so, they require certain information. Some companies think that means they should share as much data as possible. But if you just present employees with an unorganized ocean of data, it won’t take long before they drown. Flooding people with information has the same effect as withholding it from them. You’ll want to strike the right balance.

The key is to be selective. You should organize and categorize data, presenting only relevant, actionable information. Only then, employees can turn knowledge into wisdom: they’ll be able to interpret your distilled data and translate it into action.

Last but not least, make sure the data you share is topical — real-time information helps employees prevent (rather than solve) problems!

How to distill the right data?

Through our business workshops, we help our customers go from blank screens to blink-of-an-eye overviews. Want to know more about our approach? Be sure to read our next blog post.

Want to discuss your information sharing strategy? Please don’t hesitate to contact us. We’d be happy to perform a Quick Scan and help you explore your Visual Management opportunities.

Share this:
Translate »
Scroll to Top