Geert Willems

Geert Willems

woensdag 16 januari 2013

Forrester: Kennismanagement is becoming the crown jewel

Happy to read this:

FORRESTER'S TOP 15 TRENDS FOR CUSTOMER SERVICE IN 2013

"Trend 8: Knowledge Management Is Becoming The Jewel In The Customer Service Crown
Knowledge management solutions are a critical necessity for agents who rely on standardized answers to efficiently answer customer inquiries. It is also important to customers, as 60% of consumers use web self-service knowledge to find answers to their questions. Expect companies to adopt best practices in knowledge management: (1) make content capture from disparate sources (like email, social media interactions, and forum threads) easier; (2) make locating the right content easier; (3) allow agents and customers to rate and comment on content; (4) publish content without arduous review cycles; (5) tightly link case management and knowledge management solutions for greater service efficiencies; and (6) be more data-driven by using analytics to obtain insights on the value of content."
On one hand I'm happy to read this.
On the other hand, one may say, this trend is true for other departments too! One can say that knowledge management is becoming the jewel of a company.
And that companies, not having a knowledge strategy implemented will suffer...

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