Knowledge is the Answer

Is knowledge management the only answer?

In recent years, Gartner, Forrester, IDC, and other industry research groups have clearly, and repeatedly, documented the value of knowledge management to call centers, help desks, and other support environments. In addition, knowledge-based support is seen as the best way to ensure successful self-service for customers, employees, partners, and operators via the Web. Research suggests that without a viable self-service strategy, organizations especially the POCs will be hard-pressed to meet the demand for high-quality, flexible service in a stress ridden industry that leads to dissatisfied customers, clients, callers and users.

But, despite advances in information technologies, successful knowledge management is much more than a user interface wired to information databases. It is an attitude, a way of life, and an approach to customer service that believes all questions can be answered, all problems solved without expanding, or overtaxing existing resources. Instead, successful knowledge management initiatives follow the six best practices described above to make use of what already exists that is valuable, information available for service or, packed with answers and skilled individuals ready to assist where they are most needed. Arguably, only through knowledge management can a university or college campus police department meet the standards of their customers, employees, and partners for fast, accurate, and relevant support anywhere at any time.

The quotes cited in this white paper are from managers or former managers at 3Com, NextiraOne, dynamicsoft, Novell, Concerto, and Fujitsu are taken from Primus case studies. IBM’s Karen Case’s quote is taken from Volume 1, Number 2 of Primus’ newsletter, Primus Knowledge Insights. The complete case studies and newsletter articles are available from their corresponding links on their home page.