Knowledge Management for Help Desk and Customer Care: How to build an effective Knowledge Base - a roadmap to success Read » PDF DOC TXT eBook or Kindle ePUB free

Juliano Statdlober ã 2 Summary

Knowledge Management for Help Desk and Customer Care: How to build an effective Knowledge Base - a roadmap to success Read » PDF, DOC, TXT, eBook or Kindle ePUB free Ï ❁ [EPUB] ✹ Knowledge Management forThis book is divided into two partsIn its for Help Epub #223 first part it presents conceptual core definitions of knowledge management with a theoretical basis and synthesis arising from research made in several publications among books articles white papers and blogs The result of this work is a summary of huge material facilitating the introduction to the subject and understanding thereofThe focus of Knowledge Management PDF or the book however is not restricted to knowledge management in itself It is not a work which exhausts the subject although it is a good reference for those wishing to be introduced to the issueThe objective is to present a practical proposition for development of initiatives of knowledge management applied to help desk and customer care To achieve this the first Management for Help PDFEPUB #192 part of the book also presents concepts of KCS Knowledge Centered Service a set of practices and a specific methodology focused upon technical support to improve the efficacy of resolving problems KCS however is not limited merely to solving problems being able to be adapted to handling reuests in generalKCS is the result of compiling best pr.

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Actices and discussing initiatives by Management for Help Desk and MOBI #181 a group of large information technology companies which formed a consortium to share ideas and experiencesThe areas of technical support whether in help desk or in customer care depend upon the ualification of the people involved in the process and this in turn depends upon knowledge Indeed how can one resolve a problem without knowing the subject concerned The worst is that such subject is usually a technical issue or is related to something technical as the functioning of software or a product Even in the cases of reuisitions where the agent does not go to resolve a problem but to render a service to handle a reuest Management for Help Desk and MOBI #181 knowledge is reuired how to proceed to fulfill the necessity or to whom and how forward the reuisition and what information is necessary And if the reuisition is a reuest for information where to search for this information to pass to the reuestorKCS was created with certain assumptions common to knowledge management to deal with obtaining sharing and transmitting knowledge to improve service involving incidents and problems As th.

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Knowledge Management for Help Desk and Customer Care How to build an effective Knowledge Base a roadmap to successE methodology itself determines it can be adapted to aid in forming a useful knowledge basis for handling reuisitions In the first part of the book KCS is presented and commented upon in a detailed manner including its concepts objectives and practices As the theoretical concepts are presented and explained and that therefore a context is provided in its second part the book develops and presents a practical proposal of planning and implementing a knowledge management system using the practices of KCS What is being proposed is the use of the conceptual basis of KCS but not being limited thereto Indeed a roadmap resulting from the concepts as well as the experience and a certain creative boldness of this author is presented The model proposed is something practical and applicable in companies of any size which have areas of technical support service desk shared services or customer care As they are practices suggested they can be adapted obviously but their structure has a composition which allows the understanding of the themes in a logical and clear seuence without ever losing sight of the essential academic concepts of knowledge management and KCS obviousl.