Knowlwedge Management for Help desk and Customer Care: How to build an effective knowledge base - a roadmap to success
| Author | : | |
| Rating | : | 4.49 (751 Votes) |
| Asin | : | B0735C4B27 |
| Format Type | : | |
| Number of Pages | : | 565 Pages |
| Publish Date | : | 2013-09-12 |
| Language | : | English |
DESCRIPTION:
Even in the cases of requisitions, where the agent does not go to resolve a problem, but to render a service to handle a request, knowledge is required: how to proceed to fulfill the necessity, or to whom and how forward the requisition, and what information is necessary? And if the requisition is a request for information, where to search for this information to pass to the requestor?KCS was created, with certain assumptions common to knowledge management, to deal with obtaining, sharing and transmitting knowledge to improve service, involving incidents and problems. The model proposed is something practical and applicable in companies of any size which have areas of technical support, service-desk, shared services or customer care. As the theoretical concepts are presented and explained, and that, therefore, a context is provided, in its second part the book develops and presents a practical proposal of planning and implementing a knowledge management system using the practices of KCS. KCS, however, is not limited merely to solving problems, being able to be adapted to handling requests in general.KCS is the result of compiling best practices and discussing initiatives by a group of large information technology companies, which formed a consortium to share ideas and