ICMI's Customer Management Insight - January 2008 - (Page 24)

M O P E R AT I O N S for directors, managers, analysts and supervisors BY MATT MOREY AND MIKE STOKES Got Knowledge in Your Contact Center? Leverage the intelligence in your center in a way that adds value for your customers. An introduction to Knowledge Management processes, tools and practices. Most people use the terms “information” and “knowledge” interchangeably. If information is the data, facts or intelligence one can gather, knowledge is what is gained when it is acquired and interpreted. In today’s business landscape, many of us assume that the knowledge that comes from information is — or should be — accurate, readily accessible and up to date. Unfortunately, that’s not often the case. In this article, we address the definitions, the technologies and best practices for harnessing information to create valuable knowledge for your contact center, your customers and other areas of your organization. We explain the uses for data and information, how it combines with other relevant information and processes, and how it is enabled with technology to make a powerful impact on your company’s ability to efficiently and effectively address customer needs. OPPORTUNITY AT HAND Knowledge, like many other information-based assets within an organization, is something that evolves over time and is dependent on people. As a result of that dependency, there are benefits and there are risks. The essence of an organization is its people. People possess knowledge. When they carry knowledge around in their heads, store it away in personal files, or bury it deep inside systems, it becomes “tribal knowledge” and largely inaccessible by others. To capture it and make it widely accessible is a benefit. Allowing it to remain hidden or protected is a significant risk. Coupled with that risk, many organizations experience turnover in their workforce due to retirement or attrition. These events threaten an organization’s ability to provide customer value, create competitive advantage and strengthen brand simply by not focusing icmi’s insight www.icmi.com | JANUARY 2008 24 http://www.icmi.com

Table of Contents Feed for the Digital Edition of ICMI's Customer Management Insight - January 2008

ICMI's Customer Management Insight - January 2008 Contents Customer Care Technologies Ad Index Editor's Page Contact Center Spotlight People: Prehire Tests In The Center Strategy: Video Contact Centers Show Preview Operations: Knowledge Management Industry Research Contact Centers Face Today's Realities: A Case for Consolidation 2.0 Is Your Agent Training Process Evolving with the Role? The Key to Innovation Is Maintaining Your Strengths Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role

ICMI's Customer Management Insight - January 2008

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