The Path to Knowledge Normalization
by Livia Wilson To create a sustainable knowledge-based operational environment, you must integrate a “normalized” structure in the KM system either at the beginning of your initiative to prevent the problem, or as a knowledge makeover project to correct the problem when the symptoms appear.
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How HP Measures Self-Solve Success
by Pascale Vandenbroucke and Lucy Owen, HP Services, eService Delivery Like a lot of companies, Hewlett-Packard’s (HP) strategy is to provide high-tech, low-cost solutions with the best possible customer experience. The company strives to do that by leveraging its strengths in technology and innovation. Following this strategy, HP found that among HP business customers who use eSupport, more than 75% prefer it to the phone.
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Call for Authors
by David Kodama Want to see your name in print? Do you have knowledge, ideas. or experiences to share with your peers? The SSPA News community now has more than 24,000 subscribers so your efforts will be well-read by other support professionals.
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The Customer Interaction Model: A Unique Perspective on Customer Behaviors, Experiences and Outcomes
by Mariano Tan, Vice President Strategy & Value Management Group – eLoyalty Not all interactions with customers present valuable opportunities to affect the customer relationship. Customer-facing operations need to focus on the interactions that matter, since customer-facing operations impact a customer's experience with an organization and thus satisfaction and loyalty metrics.
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Bridging the Gap Between Software & Services: Building the Knowledge Behind CRM and Knowledge Management
By Livia Wilson, President, OutSights, Inc. The heart of CRM and even KM isn’t in the software or services. The key is harnessing information and capabilities. That key lies in the people in an organization, and in their shared knowledge. In diverse, distributed organizations, getting at relevant knowledge at the moment it’s needed requires more than CRM, more than skills-based routing, and more than data warehousing. Knowledge is a medium of exchange that produces increasing returns – if managed through collaborative, systemic processes that help people interact effectively.
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