KMWorld Trend-Setting Products of 2011 – KMWorld Magazine

onetrackmindcycling:</p>
<p>kinsssthetics:</p>
<p>prank me</p>
<p>next up on the otm submission list… hint hint<br />
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<p>Via <a href=Scoop.it – Designing designed customer service

KMWorld Trend-Setting Products of 2011KMWorld MagazineConsona: Consona KM 8.0- a true knowledge management solution with enhanced usability for administrators and knowledge authors and editors with tools for the internationalization of knowledge…
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So We Adapt. What’s the Downside? — HBS Working Knowledge

Found at So We Adapt. What’s the Downside? — HBS Working Knowledge.

Adaptability is a current byword in a world filled with uncertainty at all levels, including that of the individual. We adapt by listening to and heeding customers. We adapt by delegating authority, often to teams operating at the lowest levels of the organization

Read all at So We Adapt. What’s the Downside? — HBS Working Knowledge.

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Social breathes new life into Knowledge Management for Customer Service | Forrester Blogs

velover:  hm7:  donblog:  (via birdsbiking, naybowl)

Looking back I do not see that much progress in how Customer Service approaches Knowledge Management in the last decade. My working thesis is that there will rise an urgent need for distributing over all the emergent channels.

Found at Social breathes new life into Knowledge Management for Customer Service | Forrester Blogs.

You have to admit that knowledge management (KM) is hard – it’s hard to explain, hard to implement, hard to do right. It’s not just technology. It is a combination of organizational realignment, process change and technology combined in the right recipe that is needed to make KM successful. And when it is successful, it delivers real results – reduced handle times, increased agent productivity and first closure rates, better agent consistency, increased customer satisfaction. Check out the case studies on any of the KM vendor’s sites to see real statistics.

Read more at Social breathes new life into Knowledge Management for Customer Service | Forrester Blogs.

Photocredit: velover:

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