Best Practices in Knowledge Management for Customer Service: Best Practices in Knowledge Management for Customer Service:

Best Practices in Knowledge Management for Customer Service: Optimizing Knowledge Resources to Drive Customer Value

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Source: Knova Software

Date: January 2008

Type: White Paper

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Overview: Support knowledge is created and used to drive a very specific and challenging purpose: the rapid identification, diagnosis and resolution of support issues and questions. In addition, the Knova platform and application suite provides new leverage within the support process for knowledge creation, drives efficiency in making smart knowledge creation decisions and assures that new knowledge is rapidly and meaningfully integrated into a relevant support-focused view to drive both assisted service and self-help.

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