New White Paper: Getting Knowledge Management right

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.

1. Define and phase your knowledge management initiative
2. Target and tailor your customer interactions
3. Foster collaborative knowledge creation
4. Analyze your performance
5. Think enterprisewide