These are slides from APQC's July 2015 Knowledge Management (KM) Community Call. The call discussed the evolution of a KM program at an inbound contact center that started in 2009. Liz Herman, Director of Health & Analytics at Battelle, was brought in to conduct an initial case study to understand how implementation of this KM program affected team and organizational culture, performance metrics, leadership support, and knowledge transfer. She returned in 2012 and 2014 to further study this KM program and see how the KM team and tools had evolved. This presentation describes the case study as well as Herman's findings on managing change during a KM implementation and fostering a knowledge-sharing culture.