ICMI's Customer Management Insight - January 2008 - (Page 29)

O P E R AT I O N S the basic building blocks of KM. This effort starts with KCS, the underlying process that defines how knowledge is managed and applied in a contact center environment and other areas within the organization. This structured change-management approach will enable your initiative to achieve success, especially when you encounter individuals who are struggling to protect their domain, such as owners of databases, content management, business intelligence and many others who maintain vast amounts of information in desktop files, in their heads, on file servers and in other inaccessible sources. Most KM systems are highly configurable and can be designed to enable and complement operations, especially those which are customer-facing. A successful KM project will require advance planning and documentation of the desired state for the organization — specifically how you want your organization to run. The sidebar on page 27 provides some key steps to successful implementation, reflecting the magnitude of the work effort. Although the steps to get there are numerous, the benefits of a KMempowered organization are virtually endless. In short, the best practices are: start early, involve all known and potential stakeholders, and be prepared to uncover, discover and learn new things about the way your company uses information and knowledge today. That will lead to how you use knowledge to transform the organization from casually managing information to being fully knowledge-centric. MATT MOREY is a Consultant with Strategic Contact Inc. matt@strategiccontact.com • MIKE STOKES is a Senior Consultant with Strategic Contact Inc. mike@strategiccontact.com The Resources You Need, When You Need Them: WEB RECORDINGS ICMI has opened its vault, and is now offering playback of its previous Web seminars. In addition, you’ll have access to the same value-added materials that were available for the live session, such as: • Printable Slide Presentation • Sample Processes, Models, Scripts, Exercises, etc. • Call Center Management Review Articles 24x7 Training at your desktop— available anytime! www.icmi.com/webmodules icmi’s insight www.icmi.com | JANUARY 2008 29 http://www.incoming.com/WebModules/Products/ProductList.aspx?CategoryId=104 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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