Ideal Environment

Why are police operation centers ideal environments for knowledge management initiatives?

There are three reasons why police operations centers are ideal knowledge management environments and mirror call centers, help desks, and other support organizations. The following outlines why POCs are the perfect microcosm in which to identify best practices for a successful knowledge management initiative.

First, POCs are the most rigorous question-answer environment.

Second, like most call centers and help desks, operators need to be aware of the time it takes to successfully solve an issue, by either resolving the issue or have officers respond to incidences.

Third, just like support centers, the need to have self-service options, in which operators find their own answers via the web or in which the web-based question and answer process is assisted by support documentation. Both self and assisted service, require that the most relevant information reach the user in as few steps as possible.

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