Biographical Information
Duane George
Director Knova Product Management, Consona Corporation
Duane George has 15 years of call center and service desk support experience, and has worked in the knowledge management industry for 13 years. After spending the past 10 years in business and IT consulting, including professional services, George recently transitioned into the role of director of Knova product management. In this position he guides the product roadmap and functionality for Consona's knowledge management offerings.
Articles by Duane George
The Top Five KCS Ditches, and How to Stay Out of Them
09 Jul 2012
KCS is already the definitive best practice for knowledge management in service and support organizations, but it is increasingly being used enterprisewide—in professional services, product development, marketing and sales, HR, and the IT service desk. KCS allows everyone to have easy access to the collective experience of the entire organization. KCS comprises eight practices: four used when answering questions or resolving issues (the "solve" loop) and four implemented by the organization. . . .
Picking the Right Category of KM Software
23 Apr 2012
Done right, KM can deliver tremendous value to customer service and support. Yet for all the benefits, the software category is marked by confusion—many very different solutions purport to be "KM." Knowledge is in people's heads, and it's hard to capture, even assuming they wanted to share. Knowledge is scattered in many places; it can be stale, and hard to find. To address these challenges, KM tools need to provide one-stop shopping for answers, wherever they are. Capturing knowledge must be easy. And managers need analytics to continually improve the knowledgebase and team performance. Different solution categories take very different approaches to these requirements. . . .