Download or read book Knowledge Management for Help Desk and Customer Care How to Build an Effective Knowledge Base A Roadmap to Success written by Juliano Statdlober and published by Independently Published. This book was released on 2017-06-23 with total page 202 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is divided into two parts.In its first part, it presents conceptual core definitions of knowledge management, with a theoretical basis and synthesis arising from research made in several publications, among books, articles, white papers and blogs. The result of this work is a summary of huge material, facilitating the introduction to the subject and understanding thereof.The focus of the book, however, is not restricted to knowledge management in itself. It is not a work which exhausts the subject, although it is a good reference for those wishing to be introduced to the issue.The objective is to present a practical proposition for development of initiatives of knowledge management applied to help desk and customer-care. To achieve this, the first part of the book also presents concepts of KCS (Knowledge-Centered Service), a set of practices and a specific methodology focused upon technical support, to improve the efficacy of resolving problems. KCS, however, is not limited merely to solving problems, being able to be adapted to handling requests in general.KCS is the result of compiling best practices and discussing initiatives by a group of large information technology companies, which formed a consortium to share ideas and experiences.The areas of technical support, whether in help desk or in customer care, depend upon the qualification of the people involved in the process, and this in turn depends upon knowledge. Indeed, how can one resolve a problem without knowing the subject concerned? The worst is that such subject is usually a technical issue, or is related to something technical, as the functioning of software or a product. Even in the cases of requisitions, where the agent does not go to resolve a problem, but to render a service to handle a request, knowledge is required: how to proceed to fulfill the necessity, or to whom and how forward the requisition, and what information is necessary? And if the requisition is a request for information, where to search for this information to pass to the requestor?KCS was created, with certain assumptions common to knowledge management, to deal with obtaining, sharing and transmitting knowledge to improve service, involving incidents and problems. As the methodology itself determines, it can be adapted to aid in forming a useful knowledge basis for handling requisitions. In the first part of the book KCS is presented and commented upon in a detailed manner, including its concepts, objectives and practices. As the theoretical concepts are presented and explained, and that, therefore, a context is provided, in its second part the book develops and presents a practical proposal of planning and implementing a knowledge management system using the practices of KCS. What is being proposed is the use of the conceptual basis of KCS, but not being limited thereto. Indeed, a roadmap resulting from the concepts as well as the experience and a certain creative boldness of this author is presented. The model proposed is something practical and applicable in companies of any size which have areas of technical support, service-desk, shared services or customer care. As they are practices suggested, they can be adapted, obviously, but their structure has a composition which allows the understanding of the themes in a logical and clear sequence, without ever losing sight of the essential academic concepts of knowledge management and KCS, obviously.

Download or read book Customer Knowledge Management written by Soumit Sain and published by Springer. This book was released on 2014-07-31 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer focus is the most important challenge of the future. Providing good customer service depends on how well companies know their customers and clearly identify their needs. Availability of customer knowledge, which is knowledge from, for, and about the customer, thus becomes crucial in offering customized products or services. This can be gained most efficiently from direct interaction with customers, but requires the use of interpersonal and organizational soft skills. This book presents the interrelationship between customer knowledge management, customer focus and soft skills, and also provides concrete advice on how the management of customer knowledge can be optimized."

Download or read book Knowledge Management for Customer Service A Clear and Concise Reference written by Gerardus Blokdyk and published by . This book was released on 2018 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Knowledge Management for Customer Service A Clear and Concise Reference.

Download or read book Knowledge Management for Customer Service a Clear and Concise Reference written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2018-03-07 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: How much does Knowledge Management for Customer Service help? Is Knowledge Management for Customer Service linked to key business goals and objectives? Why are Knowledge Management for Customer Service skills important? Is there a Knowledge Management for Customer Service management charter, including business case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan? How will you know that the Knowledge Management for Customer Service project has been successful? Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role... In EVERY company, organization and department. Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Knowledge Management for Customer Service investments work better. This Knowledge Management for Customer Service All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Knowledge Management for Customer Service Self-Assessment. Featuring 710 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Knowledge Management for Customer Service improvements can be made. In using the questions you will be better able to: - diagnose Knowledge Management for Customer Service projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Knowledge Management for Customer Service and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Knowledge Management for Customer Service Scorecard, you will develop a clear picture of which Knowledge Management for Customer Service areas need attention. Your purchase includes access details to the Knowledge Management for Customer Service self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. Your exclusive instant access details can be found in your book.

Download or read book Knowledge Management for Customer Service written by Gerardus Blokdyk and published by Createspace Independent Publishing Platform. This book was released on 2018-04 with total page 138 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do you use Knowledge Management for Customer Service data and information to support organizational decision making and innovation? What threat is Knowledge Management for Customer Service addressing? What would happen if Knowledge Management for Customer Service weren't done? Whats the best design framework for Knowledge Management for Customer Service organization now that, in a post industrial-age if the top-down, command and control model is no longer relevant? Which customers cant participate in our Knowledge Management for Customer Service domain because they lack skills, wealth, or convenient access to existing solutions? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Knowledge Management for Customer Service investments work better. This Knowledge Management for Customer Service All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Knowledge Management for Customer Service Self-Assessment. Featuring 710 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Knowledge Management for Customer Service improvements can be made. In using the questions you will be better able to: - diagnose Knowledge Management for Customer Service projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Knowledge Management for Customer Service and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Knowledge Management for Customer Service Scorecard, you will develop a clear picture of which Knowledge Management for Customer Service areas need attention. Your purchase includes access details to the Knowledge Management for Customer Service self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. Your exclusive instant access details can be found in your book.

Download or read book Customer Centric Knowledge Management written by Minwir Al-Shammari and published by Information Science Reference. This book was released on 2011-07-01 with total page 315 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book is a comprehensive collection addressing managerial and technical aspects of customer-centric knowledge implementation, contributing to the dynamic and emerging fields of organizational knowledge management, customer relationship management, and information and communication technologies"--Provided by publisher.

Download or read book Customer Knowledge Management People Processes and Technology written by Al-Shammari, Minwir and published by IGI Global. This book was released on 2009-03-31 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book introduces an integrated approach to analyzing and building customer knowledge management (CKM) synergy from distinctive core advantages found in key organizational elements"--Provided by publisher.

Download or read book Knowledge Management written by Paul R. Gamble and published by Kogan Page Publishers. This book was released on 2001 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: Knowledge management can be defined as identifying, organizing, transferring and using the information and knowledge, both personal and institutional, within an organization to support its strategic objectives. Knowledge Management sets out to show readers how to do so.

Download or read book Knowledge Management Case Book written by Thomas H. Davenport and published by Publicis. This book was released on 2000-12-27 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: With a Foreword by Dr. Heinrich von Pierer President and CEO of Siemens AG While theoretical perspectives on knowledge management abound, there is clearly a lack of shared practical applications and experiences. This book provides a perspective on knowledge management at Siemens - an internationally recognised benchmark. Tom Davenport and Gilbert Probst bring together instructive case studies from different areas of this major transnational corporation that reflect the rich insights gained from years of experience in practising knowledge management. The Knowledge Management Case Book provides a comprehensive account of how organisational knowledge assets can be managed effectively. Specific emphasis is given to the development of generic lessons that can be learned from Siemens' experience. The book also offers a roadmap to building a 'mature knowledge enterprise', thereby enhancing our understanding of the steps that need to be taken in order to sustain competitive dominance in the knowledge economy.

Download or read book Leveraging Knowledge Management for Efficient Customer Service written by Joe Wolemonwu and published by Createspace Independent Publishing Platform. This book was released on 2018-01-31 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: Utilizing organizational knowledge-base to gain competitive advantage in business is a great strategic move. Knowledge Management is the process of capturing, distributing, and effectively using knowledge. If organizations know their customers, what they really want on daily basis, and what they need at any time and figure out a win-win method that will benefit customers while organizations get what they needs to maintain profit and customer loyalty, I believe if applied that customer satisfaction will hit all time high in that organization. Knowing your customers is fundamental for efficient customer satisfaction, it is crucial to know that customer relations are a vital part of best business practices in all aspect of organizational setting. There are opportunities to be successful in business if you practice a good and effective customer service, and have excellent customer relationship management (CRM) system. Sales and Customer Service representatives are likely the first people any prospective client would talk to when they initially arrive to the business. Like the saying goes, "first impressions are lasting impressions" In today's business environment, some customers encounter aggressive Customer Service representatives especially over the phone and these customer representatives have little patience in dealing with their prospective clients. This book covers the issue of poor customer services, its impact to the growth of an organization and how organizations can leverage knowledge management for providing efficient customer service experience. How to use knowledge to ensure satisfied customers? What we can do to improve customer satisfaction, how we can leave a good and lasting impression on our customers. For this book project, we will use information from books, periodicals, World Wide Web, articles, journals, interview from customers and all credits and acknowledgments duly observed.

Download or read book The Complete Guide to Knowledge Management written by Edna Pasher and published by John Wiley & Sons. This book was released on 2011-02-08 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: A straightforward guide to leveraging your company's intellectual capital by creating a knowledge management culture The Complete Guide to Knowledge Management offers managers the tools they need to create an organizational culture that improves knowledge sharing, reuse, learning, collaboration, and innovation to ensure mesurable growth. Written by internationally recognized knowledge management pioneers, it addresses all those topics in knowledge management that a manager needs to ensure organizational success. Provides plenty of real-life examples and case studies Includes interviews with prominent managers who have successfully implemented knowledge management structures within their organizations Offers chapters composed of short theoretical explanations and practical methods that you can utilize, based primarily on hands-on author experience Taking an intellectual journey into knowledge management, beginning with an understanding of the concept of intellectual capital and how to establish an appropriate culture, this book looks at the human aspects of managing knowledge workers, promoting interactions for knowledge creation and sharing.

Download or read book Successes and Failures of Knowledge Management written by Jay Liebowitz and published by Morgan Kaufmann. This book was released on 2016-06-17 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Successes and Failures of Knowledge Management highlights examples from across multiple industries, demonstrating where the practice has been implemented well—and not so well—so others can learn from these cases during their knowledge management journey. Knowledge management deals with how best to leverage knowledge both internally and externally in organizations to improve decision-making and facilitate knowledge capture and sharing. It is a critical part of an organization’s fabric, and can be used to increase innovation, improve organizational internal and external effectiveness, build the institutional memory, and enhance organizational agility. Starting by establishing KM processes, measures, and metrics, the book highlights ways to be successful in knowledge management institutionalization through learning from sample mistakes and successes. Whether an organization is already implementing KM or has been reluctant to do so, the ideas presented will stimulate the application of knowledge management as part of a human capital strategy in any organization. Provides keen insights for knowledge management practitioners and educators Conveys KM lessons learned through both successes and failures Includes straightforward, jargon-free case studies and research developed by the leading KM researchers and practitioners across industries

Download or read book Knowledge Management in Healthcare written by Lorri Zipperer and published by Gower Publishing, Ltd.. This book was released on 2014-04-28 with total page 251 pages. Available in PDF, EPUB and Kindle. Book excerpt: Knowledge management goes beyond data and information capture in computerized health records and ordering systems; it seeks to leverage the experiences of all who interact in healthcare to enhance care delivery, teamwork, and organizational learning. Knowledge management - if envisioned thoughtfully - takes a systemic approach to implementation that includes the embodiment of a learning culture. Knowledge is then used to support that culture and the knowledge workers within it to encourage them to share what they know, thusly enabling their peers, their organizations and ultimately their patients to benefit from their experience to proactively dismantle hierarchy and encourage sharing about what works, and what doesn’t to focus efforts on improvement. Knowledge Management in Healthcare draws on relevant business, clinical and health administration literature plus the analysis of discussions with a variety of clinical, administrative, leadership, patient and information experts. The result is a book that will inform thinking on knowledge access needs to mitigate potential failures, design lasting improvements and support the sharing of what is known to enable work towards attaining high reliability. It can be used as a general tool for leaders and individuals wishing to devise and implement a knowledge-sharing culture in their institution, design innovative activities supporting transparency and communication to strengthen existing programs intended to enhance knowledge sharing behaviours and contribute to high quality, safe care.

Download or read book Knowledge Management the Key to Customer Service Success written by and published by . This book was released on 2002 with total page 7 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Knowledge Management Systems written by Ronald Maier and published by Springer Science & Business Media. This book was released on 2007-06-30 with total page 732 pages. Available in PDF, EPUB and Kindle. Book excerpt: Knowledge management promises concepts and instruments that help organizations support knowledge creation, sharing and application. This book offers a comprehensive account of the many facets, concepts and theories that have influenced knowledge management and integrates them into a framework consisting of strategy, organization, systems and economics guiding the design of successful initiatives. The third edition extends coverage of the two pillars of implementing knowledge management initiatives, organization and systems.

Download or read book Knowledge in Organisations written by Laurence Prusak and published by Routledge. This book was released on 2009-11-03 with total page 269 pages. Available in PDF, EPUB and Kindle. Book excerpt: First Published in 1997. The second in the readers' series, Resources for the Knowledge-Based Economy, Knowledge In Organisations gives an overview of how knowledge is valued and used in organisations. It gives readers excellent grounding in how best to understand the highest valued asset they have in their organisations.

Download or read book Knowledge Management Current Issues and Challenges written by Coakes, Elayne and published by IGI Global. This book was released on 2003-03-31 with total page 323 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This scholarly discussion of managerial challenges details the most recent research on how organizations can better create, share, and exploit knowledge. Spanning the business and public service context, the information provided covers practical issues such as measuring returns, establishing trust, and integrating technology. Also discussed are knowledge management systems, Internet support, and information systems development."