Ten Principles for Knowledge Management Success

If you are considering a KM initiative in your call center or help desk, or you
are looking into problem resolution applications to improve agent productivity,

these important lessons are a must read. This paper explores ten areas of

concentration, including:

• Common pitfalls of implementing KM and how to avoid them
• Championing the initiative and setting expectations
• Managing cultural change for employees
• Integrating KM with existing support technologies

A successful knowledge management initiative within a help desk or call

center can reduce agent training time and speed new employee ramp up.
Knowledge-powered problem resolution enables agents to become more confident and

competent sooner than they otherwise would without a KM practice. By having

access to a knowledge base, new help desk and customer service agents can get

answers to common questions without having to constantly ask other more

experienced agents. Customers and end-users benefit from faster problem

resolution, and experienced agents can focus on solving more challenging

problems.






Customers and end-users also benefit when they have direct access to a knowledge
base to solve their own issues without ever contacting an agent. A growing

number of people now prefer self-service to live interaction, at least for

certain problem types. For some people, self-service fits perfectly into their

lifestyle. They are in a hurry and they need a specific piece of information and

that's all they want.






Knowledge Management is an evolving discipline that can be affected by new
technologies and best practices, but there are some things that we do know for

sure. There is a systematic approach to successfully implementing knowledge

management and if you analyze what you are trying to accomplish, map out a

strategy, garner support from the organization and have a way to measure it,

then you are much more likely to be successful.

Source: ServiceWare Technologies white paper. For more log on to: . http://www.serviceware.com/pdffiles/whitepapers/ServiceWare-Whitepaper-KM-BestPractice.pdf