Service Knowledgebases 2/2

Sep 30, 20113 min read

Rethinking Knowledge Management for Technical Expertise

When discussing knowledge management, thoughts immediately arise about content, text, concise writing, proper phrasing, templates,...

May 31, 20114 min read

"The Other Side" - Effective Knowledge Management Through the Eyes of the Knowledge Recipient

Here we go We got a GO from management and set up a central body to manage knowledge in the organization (someone said, information...

Apr 1, 20113 min read

Converting Knowledge Items - Quantity vs. Quality

The project to replace the organization's knowledge management system involves investing significant resources: financial, technological,...

Apr 1, 20113 min read

Knowledge content migration

Many organizations choose to migrate (or “move”) their knowledge content from one system to another. The migration of content can have...

Aug 31, 20103 min read

Leveraging Existing Organizational Resources for New Knowledge Management Solutions

Organizations frequently decide to upgrade their knowledge management systems. The natural context for system upgrades is replacing it...

Jun 30, 20105 min read

The challenges of managing a distributed knowledge management service center system

A knowledge management service center system is a tool that serves organization workers that provide customers service. It can serve...

Apr 30, 20104 min read

Evaluation and assessment of knowledge management software in support centers

The knowledge support center software is an important tool for providing customers with a quality, professional, quick and reliable...

Dec 1, 20093 min read

Knowledge-Centered Support

Knowledge-Centered Support (KCS) is a methodology, set of practices, and processes that views knowledge as the central asset in all...

May 31, 20095 min read

Knowledge Management in Service Centers

The phone rings incessantly in customer service. Dozens to hundreds of representatives try to provide answers to customers on the other...