Tag Archives: Knowledge Management
Knowledge Insight Means Big Money in Customer Service
As a rule of thumb in customer service, financial models show that any ticket not resolved quickly – due to lack of insight – will see its cost roughly triple. When you factor in research time to gain insight, contact and context re-establishment time, having to bring other people into the mix to resolve a [...]
In Customer Service, the Knowledge Base is One Piece of the Knowledge Insight Equation
…but customer service economics suggest that it might not be the most important one. In my last blog post on this topic, I went back to some fundamentals that drive a positive customer service experience: customers and agents are seeking efficient real-time insight into the right knowledge to understand and resolve every customer issue, every [...]
Webinar: How Leading Companies Power Customer Service with Insight
The primary currency of customer support is time. When agents, executives and customers don’t have the right information when they need it, resolution time, incidents, cost, and ultimately customer satisfaction, are all negatively impacted. And this is a common problem for many organizations – customer service agents do not have essential customer information and insight [...]
Where Does Knowledge Really Exist?
Where does knowledge really reside in your organization? If managing knowledge was an easy problem to solve, it would have been solved years ago. Today, however, in this age of information, organizations continue to struggle with the notion of knowledge. Here’s the knowledge challenge: it is not really about the creation of knowledge, but about [...]
What and Who Define an Era in Enterprise Search?
Reflecting on the state of enterprise search and trends for 2011, just described by four knowledge management thought-leaders, and Coveo’s visionary CEO, Louis Tetu, I have thoughts on two aspects of the topics. One is on the concept of anything classified as 2.0, and the second relates to leadership. In my first of two guest [...]
11 Trends in Enterprise Search for 2011
I had the pleasure of participating in a webinar last week during which my fellow participants and I discussed what we think are the top 11 trends for Enterprise Search 2.0 in 2011. Our panelists included Coveo customers and Advisory Board members, Cheryl Duggan, Manager, Knowledge Network, BOSE; Denise Chochrek, Senior Knowledge Analyst, Frito Lay; [...]
