New White Paper: Getting Knowledge Management right 2,546 Filed under - Archived Content, Knowledge Management, Oracle, White Paper Oracle have released a new White Paper called “Knowledge Management: 5 steps to getting it right the first time”. A strategically implemented knowledge management initiative for both the contact center and Web self-service channels offers a powerful answer to this growing need to do more with less. However, a poorly implemented initiative can have a negative impact – increasing call and Web session time and frustrating both customers and agents alike. This report sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative. Define and phase your knowledge management initiative Target and tailor your customer interactions Foster collaborative knowledge creation Analyze your performance Think enterprisewide Author: Megan Jones Published On: 11th Dec 2013 - Last modified: 3rd Jan 2020 Read more about - Archived Content, Knowledge Management, Oracle, White Paper Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter