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Knowledge Management: The Core of Service Resolution Management
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence the need for knowledge management

about knowledge management  and what customers know about the company, and to offer this information as part of the resources available on its web site. As discussed in Making the First Call Count by Greg McFarlane, an astute KM software has to make it easier for agents to author new knowledge when new services, products, or upgrades are in place. This reduces the need for agents (especially novice agents) to escalate calls to the upper service tier. This decreases the costs and the lengths of calls, but more importantly, it gets Read More
Document Management System (DMS)
Document management systems (DMS) assist with the management, creation, workflow, and storage of documents within different departments. A DMS stores documents in a database and associates importan...
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Documents related to » about knowledge management


Competency Management: the Compass for Strategic Talent Management
This white paper examines how to use a competency-based approach to build behaviors, skills, and knowledge. It explains how to integrate competencies into all

about knowledge management  How do you go about defining the unique competencies that will drive success in your organization? Start by looking at your top performers What skills, knowledge and behaviors do your top-performing workers demonstrate? By defining what makes them successful, you can use build the right competency compass to guide your talent management system toward recruiting and developing more employees with these success factors. Taking the time to do this analysis offers a substantial return on investment. In Read More
Engineering Change Management 2.0: Better Business Decisions from Intelligent Change Management
Traditionally, change management in product development and engineering has been viewed as a way to control cost and improve efficiencies. But companies are

about knowledge management  commercial considerations Collaborate visually about product change, with visualization and virtual meeting technology Develop and execute formal change implementation plans to put the decision into action These four key capabilities are the core requirements to Best-in-Class change management processes, and will help companies make the business decisions that will drive product profitability. The PLM and collaboration technologies, knowledge management approaches, organizational approaches, and actions t Read More
The Power of Knowledge -- Knowledge is Power (Part 3)
Part 1 of this blog series introduced the need for knowledge management (KM) software applications as part of a more comprehensive and strategic service

about knowledge management  views, comments, opinions, etc. about KM solutions in general, and about Servigistcs’ SKM per se? In a more general sense, what are your best practices for aftermarket service (possibly in a strategic manner) as well as experiences with particular applications? Read More
10 Principles for Knowledge Management Success
Knowledge management (KM) can mean different things to an organization depending upon the nature of the initiative. KM is not a technology or set of

about knowledge management  that experience to learn about implementing knowledge in your organization; do one call center or one product group and learn from there. It is much better to be comprehensive for a narrow topic than fail to get enough depth. Sometimes an enterprise initiative is needed right away, and it can be done successfully, but it can involve a larger resource commitment to do a fullscale project all at once. Remember, the depth of your knowledge base truly depends upon your customers’ needs. Today’s systems Read More
Incentive and Compensation Management
Enterprise incentive management (EIM) and employee compensation management sit between HR, CRM, Accounting, and sales force automation. These applications help

about knowledge management  compensation management software comparison, incentive compensation management, performance and compensation management, performance management software, compensation planning software, compensation vendors, incentive management system Read More
Case Study: More Efficient Hospital Management Systems with Content Management Tools
Hospital de la Santa Creu i Sant Pau I is the oldest hospital in Spain, with over 34,000 admissions each year and 150,000 emergencies. In 1999, the hospital

about knowledge management   Read More
Understanding IBM Lotus Web Content Management Software
IBM Lotus Web Content Management software is IBM’s Web content management system offering. Lotus Web Content Management software provides tools to apply

about knowledge management  IBM,content management web,web content management,content delivery,web content management system,web content manager,content management site web,web content management site,web site content management,web content management software,web content management systems,web content management for,content authoring,cms web content management,free web content management Read More
New Realities of Retail Workforce Management: Myths versus Facts
With an economic recovery underway, retailers are leveraging workforce management (WFM) tools to help them address their most pressing needs—cost reduction

about knowledge management  workforce management jobs,workforce management tools,retail management program,mba retail management,workforce management systems,workforce management solution,retail management degree,retail management online,retail management positions,retail management school,total workforce management,contact center workforce management,contingent workforce management,retail management development,retail management programs Read More
Talent Management
Talent management@solutions encompass all the applications necessary for handling personnel-related tasks for corporate managers and individual employees from

about knowledge management   Read More
New Management at Manhattan Associates
ATLANTA, Georgia -- Manhattan Associates Inc. MANH, the global leader in best-of-breed warehouse and transportation management systems, announced the

about knowledge management  warehouse management systems,warehouse management system,warehouse management,3pl software,wms systems,wms software,supply chain software,warehouse software,wms vendors,book inventory software,wms system,warehouse management system wms,erp softwares,warehousing management system,open source wms Read More
Mobile Device Management Comparison Guide
In this age of mobility, organizations increasingly use mobile device management (MDM) software to secure, monitor, manage, and support their mobile device

about knowledge management  mobile device management,mdm,mdm software,mobile device management server,mobile device management solutions,mobile device management vendors,mobile device management software,open source mobile device management,mobile device management comparison,android mobile device management,mdm mobile device management,what is mobile device management,good mobile device management,mobile device management solution,mobile device management gartner Read More
Core HR Systems: Flawless Execution Enabling Strategic HR Management
Human resources (HR) professionals are tasked with ensuring employee needs are fulfilled and employer interests are protected. Management of core employee data,

about knowledge management  human resources management,human resources management software,human resources management system,human resources management degree,human resources management systems,human resources management certificate,human resources management training,what is human resources management,human resources management articles,strategic human resources management,human resources management consulting,human resources management salary,mba human resources management,masters in human resources management,human resources management courses Read More
Performance Management Framework for Mobile Workforce Management and Field Service
Mobile workforce management is a complex process that includes workforce planning, assignment decisions, and plan execution. To align this complex process with

about knowledge management  analyze, and make decisions about the performance of your workforce and service organization. Read More
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