Knowledge Management Best Practices: Turning Information Into a Corporate Asset for Call Centers, Help Desks and Other Support Environments

Topics:
Electrical and Electronic,
Knowledge Management
Tags:
Asset,
Primus Knowledge Solutions,
Knowledge Management System,
Knowledge Management,
Knowledge,
It Operations,
Help Desk,
Environment,
Enterprise Software,
Call Centers,
...
Source:
Primus Knowledge Solutions

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Overview: The most effective Knowledge Management systems are able to access information from multiple documents and databases, capture it in a centralized knowledgebase, and continually improve it for ongoing use by individuals seeking answers. Typically, these individuals comprise the support agents in customer support environments, as well as the customers, employees, partners, and/or vendors they serve. This paper draws on the authors' decade of implementing Knowledge Management systems for support organizations large and small to discuss the best practices to success.

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Format: PDF | Size: 1,126KB | Date: Dec 2002 | Pages: 10

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