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Knowledge Management

Companies that are considered the gold standard for customer service wield it as a powerful differentiator, enabling them to distance themselves from competitors. There are common denominators these leading companies use to make their reputations. By adhering to best practices in service delivery, they're set up to provide a superior experience each time a customer contacts them using that opportunity to deepen the relationship, for increased loyalty, retention and revenues... Posted June 29, 2010

We labor under the misguided notion that when it comes to customer- and self-service, content is king. The more you have, the better. But many corporate efforts designed to enhance service options fail the very people they were designed to help: the customers. In a typical Fortune 500 company, there are hundreds of thousands of "digital artifacts" representing the internal "knowledge" of the organization. This collection of artifacts is captured by CRM and ECM solutions... Posted June 29, 2010

When you think about reducing customer service costs and cutting margins while improving your service levels, most people go right to the concept of self-service. It's true that with an effective knowledge management solution and self-service portal, you can achieve these goals. You're harnessing knowledge of known issues and deflecting them to your self-service portal. In today's instant gratification world, customers prefer the convenience and immediacy of fixing it themselves... Posted June 29, 2010

Few activities affect the bottom line as much as customer service. Regardless of industry or type of business, customer satisfaction and retention, new customer acquisition and average revenue per customer are critical factors. At a time when many products and services are being commoditized and subjected to fierce competition from around the world, customer service remains one of the surest ways that companies can differentiate from competitors. And on the risk side of the equation... Posted June 29, 2010

Community-based knowledge creation for customer service is not that new. However, enabled by the ubiquity and ease of use of the Web and the availability of social-networking tools, it has gone to a whole new level, leading to the coinage of the term "social knowledge." While more prevalent in B2C sectors, social knowledge is also starting to matter in B2B sectors.
How can companies harvest the best of social knowledge...?
Posted June 29, 2010

Customer service has emerged as one of the few remaining differentiators that businesses can sustain over time. Companies that are winning in this environment provide "stand-out" customer service by using knowledge to empower contact center agents and drive self-service interactions.
In delivering KM solutions to world-class contact centers and self-service operations for more than 15 years, we have compiled hundreds of best practices...
Posted June 29, 2010

As products become more complex and companies support broader product portfolios, the challenges of quickly and efficiently resolving customer issues multiply. The result is fewer cases are resolved with the first call. Even with significant technology investments, Technology Services Industry Association (TSIA) members report a 24% net decrease in first-call resolution between 2003 and 2010... Posted June 29, 2010

Breakthrough from Darwin Ecosystems Posted June 24, 2010

Ektron launches eIntranet Posted June 15, 2010

Desktop Integration, open WCM Posted June 14, 2010

Attivio presents AIE 2.1 Posted June 09, 2010

Free beta download Posted June 09, 2010

Vivisimo offers new service Posted June 09, 2010

PaperThin christens CommonSpot 6.0 Posted June 02, 2010

Extends reach of search-based applications Posted June 02, 2010

Expands and enhances capabilities Posted June 02, 2010

In our previous article, we discussed how KM and cloud computing were converging to form the knowledge cloud. As we were writing that piece, the Washington, D.C. area was recovering from "Snowpocalypse," the blizzard that managed to shut down the offices of many U.S. government agencies for four days, at a cost of around a half-billion dollars... Posted May 28, 2010

As more academic medical centers develop sophisticated EHRs and data warehouses, they are seeing the potential to mine those records for possible trial participants... Posted May 28, 2010

Access Innovations releases Data Harmony 3.7 Posted May 26, 2010

EMC tackles information governance Posted May 26, 2010

eView for e-discovery Posted May 26, 2010

Recommind unveils MindServer Search 7.0 Posted May 17, 2010

PaperThin introduces CommonSpot 6.0 Posted May 17, 2010

Muse Global upgrades Content Machine Posted May 17, 2010

Global 360 extends and enhances Posted May 05, 2010

Partners with Amazon Web Services Posted May 05, 2010

Russian search firm gains traction in U.S. Posted May 05, 2010

Posted May 05, 2010

nGenera has released CIM 9 Posted May 05, 2010

Each year KMWorld editors review the previous year and decide which companies deserve special distinction as either innovators, or trusted advisers, or significant powerhouses. Some of them eventually move from "emergent" to "venerable."... Posted April 30, 2010

Axceler introduces ControlPoint 3.8 Posted April 19, 2010

New solutions from FatWire Posted April 14, 2010

MindTouch integrates with SugarCRM Posted April 14, 2010

New group gains traction Posted April 12, 2010

Part of the future we are creating involves finding ways to effectively move knowledge not only from person to person and from mentor to "peeps," but from knowledge cloud to knowledge cloud... Posted April 01, 2010

Posted April 01, 2010

Latest version of the Virtual Governance Warehouse Posted March 29, 2010

Adds user-adjustable word weights Posted March 29, 2010

Alfresco christens beta program Posted March 15, 2010

New Enterprise 2.0 tools Posted March 15, 2010

Confirmit introduces Horizons V. 15 Posted March 15, 2010

Autonomy Interwoven enhances WCM Posted March 10, 2010
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