Articles by John Chmaj
Four Tips for Evaluating Search Tools
The word "intelligent" is used so often in describing KM applications, it can be challenging to evaluate search tools to determine whether they are best for a particular set of needs.
Contextual Knowledge: Your Key to Building Effective Knowledge Tools
Contextual knowledge can make the difference between delivering weak, generalized results and clear, targeted information. Well-maintained contextual knowledge can improve the speed, accuracy, and overall confidence in the knowledge base.
Finding the Knowledge “Sweet Spot” for Self-Service
Channel-focused KM drives self-service value. Self-service takes place when customers feel empowered to define and receive the answers to their questions, on any channel, quickly and intuitively. The degree to which each channel clearly and consistently delivers knowledge appropriate to those expectations determines the effectiveness of that channel.
Commitment and Cooperation: Essential Ingredients for KM Success
Many services organizations aspire to excel in knowledge management (KM). However, only a percentage of these organizations put enough focus and effort toward developing the specific capabilities and relationships KM needs to evolve over time, as a core business program…
Using Content to Drive Outstanding Customer Experiences
Good self-service options can provide your organization and customers with significant benefits. Online consumers can get answers and acquire the services they need quickly and directly, while your organization can be responsive and efficient in assisting them when they need it. Since online self-service is a fraction of the cost of assisted channels, it is by far the least expensive. Done well, it can help ease customer effort, reduce operating costs, and even differentiate your business through superior service delivery…