It’s the suggestion that anyone proposing a KM initiative fears most. After presenting requirements, someone at the table looks thoughtful and says, “I think you should use our content management system.” This event explores points to make the case for a much-needed KM tool to an IT audience focused on consolidation, including:

·         The differences between knowledge management and content management.

·         Why searching for answers is different than searching for documents.

·         How keyword search increases frustration, and escalations.

TSIA’s John Ragsdale reveals why your content management system can kill customer satisfaction when it’s used as a in place of KM in the call center.  View the webcast here.

·         Can you measure calls deflected to self-service if you never got the call in the first place?

·         Is your “number of articles read” metric really telling you anything valuable?

·         How can you measure which articles actually resolve issues, instead of just counting them?

Click here for expert advice from Greg Oxton, Executive Director of the Consortium for Service Innovation in this on demand webcast sponsored by Consona.

TSIA members are reporting that after initial successes many KM projects are quickly de-emphasized and, a year later, a once-popular knowledgebase stops delivering value. Such disregard can quickly diminish ROI and impact customer satisfaction. Get sound advice on:

• Using integration and adoption strategies to buck the trends,
• Maximizing successful self-service interactions to build satisfaction,
• Leveraging analytics to identify problem areas, and more.

Access on-demand this informative conversation with TSIA’s VP of Technology Research, John Ragsdale, and Consona’s Keith Holt. They explore the causes and effects of “launch and leave” syndrome so you can learn from the mistakes of others and avoid the pitfalls.

Instinct isn't enough to convince your executive team that KM is a mission-critical investment worth funding. You need a compelling, credible business case - the numbers need to make sense and address:

• How to credibly estimate the dollars-and-cents return from a KM and self-service program
• Investment considerations: what it costs to do KM right for Service and Support
• Getting executives excited by showing how KM aligns with strategic objectives

Click here for this informative on-demand webcast and hear David Kay with experts from Consona and KMWorld as they put it all in perspective.

TSIA’s premier events for customer service and support professionals always feature the “coolest new stuff” in technology services, and you can always find us there. Attendees to these shows learn how smart companies are challenging their services organizations and partners to close the consumption gap between customer adoption and today’s complex technologies. Mark your calendar for these upcoming shows:

Technology Services Europe, March 15-16, Berlin, Germany

Technology Services World Spring, May 7-9, Santa Clara, CA

Technology Services World Fall, October 15-17, Las Vegas, NV