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sponsored by KNOVA Software
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Posted:
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12 Jan 2004
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Published:
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01 Oct 2003
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Format:
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PDF
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Length:
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8
Page(s)
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Type:
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White Paper
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Language:
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English
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ABSTRACT:
The successful implementation of any new business process requires foresight and planning. It also requires perseverance on the part of both employees and managers, as well as an understanding of how the new process will affect corporate culture. And most importantly, project success is always more attainable if there is a tried-and-tested set of procedures to follow.
Executing a knowledge management (KM) initiative is no different. True, creating a KM system that encourages the flow of knowledge throughout the company may seem overwhelming to some organizations. However, it needn't be. With a proven set of best practices, organizations can successfully integrate a KM system into their workplace -- and ensure its continued viability and growth for years to come.
The best practices ServiceWare outlines in this white paper will help you ensure KM initiative success in the call center or help desk.
The paper explains:
- What "knowledge management" is, as it pertains to customer
service and support
- Whether your organization could benefit from KM
- The factors that can make or break successful KM execution
- How your organization can ensure the ongoing success of its KM initiative
Finally, this paper also discusses how to measure the success of a KM initiative by using benchmarking, reporting and ROI metrics.
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Author
Jonathan R. Doctor
Knowledge Management Consultant
Jonathan Doctor is the ServiceWare's primary knowledge management consultant in the Midwest. He has been involved with enterprise-level
technologies since 1997 and has worked specifically with call center applications and knowledge management for more than 4 years.
Prior to ServiceWare, Jonathan worked with Peregrine, implementing their ServiceCenter call tracking and problem management suite. For
Pactiv (formerly Tenneco Packaging), Jonathan was the day-to-day manager of a large knowledge management implementation, which
comprised of as many as 15 authors contributing to the effort at any given time. In addition, Jonathan has managed projects in numerous
verticals, including health care, financial services, technology, and telecommunications.
Jon earned his Bachelor of Arts in Industrial Organizational Psychology from DePaul University.
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BROWSE RELATED
RESOURCES
Best Practices | Call Center Management | CRM | Customer Service | Help Desk Management | Knowledge Management | Knowledge Management Software | ROI
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View All Resources
sponsored by KNOVA Software
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