A slow and steady strategy may have proven successful for the tortoise when racing the hare, but it certainly isn’t the approach to apply to your knowledge management strategy. Whenever an employee in your organization searches for information, they need a rapid response to aid a business decision. Take a call center agent on the line with a customer, who needs access to information immediately to help resolve the customer issue. As TSIA’s John Ragsdale points out, when hold times stretch beyond the 3-minute timeframe, callers typically abandon the call and hang up.
To avoid these situations, your Insight Solution can’t only be effective in yielding the best results; it needs to do so as quickly as possible. In my last two posts, we discussed how to get started with – and how to manage requirements for – your Insight Solution deployment. While you may be armed with the best solution on the market, realize that’s just one link in a chain of integrated systems that must work together. The end result is a populated unified index that can be quickly and effectively searched by users. Read more and comment »