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.