How KNOVA Supports and Extends Knowledge-centered Support (KCS)

Today’s support organizations often face the challenge of providing efficient and effective customer service. Without the right tools, it can become an uphill battle. To gain true scale and effectiveness in service and support, many organizations are now turning to knowledge management initiatives like knowledge-centered support (KCS)—a business process that directly addresses the root causes of support inefficiencies.
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WorkTech Spotlight Report

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  • Published: May 2 2013
In this report, TEC analyst Raluca Druta spotlights WorkTech, which in its 20-year history has developed from a consulting company and provider of ERP add-ons to become a productivity enhancement software provider. See how WorkTech’s solution offers functionality that supports both employee and contractor cost management in a single system—and how it addresses the demands of today’s complex contract labor management market. Read More

How Analytics Bring Organizations Closer to Their Customers

Social media is providing organizations with a plethora of data about their customers. This paper explains how to leverage business intelligence software and advanced analytics to change the way business is conducted. The end goal should be to personalize marketing messages in a way that allows organizations to narrowly target specific customers based on the knowledge of the customer they already have. Read More

11 Criteria for Selecting the Best ERP System Replacement

An enterprise resource planning (ERP) system is your information backbone, reaching into all areas of your business and value chain. That’s why replacing it can open unlimited business opportunities. The cornerstone of this effort is finding the right partner. And since your long-term business strategy will shape your selection, it’s critical that your ERP provider be part of your vision. Read More

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Why Managing Mobility Matters

Not too long ago, business support of mobile workers centered on managing the use of a limited number of Windows-based laptops and BlackBerry smartphones. Today mobile phones are ubiquitous for most employees, and IT departments are being asked to provide broad access to networks, databases and critical enterprise applications while they manage, support and figure out how to protect data from theft and security breaches. Read More

Key Tenets of World-class Search and Knowledge Management for Customer Service

The critical difference between industry leaders and laggards is a focus on the consumer experience. Search is a fundamental bridge between an enterprise and its stakeholders, and the quality of the search experience is a core driver of experiential perceptions. Delivering a powerful search experience builds a brand perceived as responsive, empathetic, and knowledgeable. Sounds good, right? So where do you start? Read More

10 Principles for Knowledge Management Success

Knowledge management (KM) can mean different things to an organization depending upon the nature of the initiative. KM is not a technology or set of methodologies, but a practice or discipline that involves people, processes, and technology. If implemented correctly, a KM initiative can improve the productivity and efficiency of an entire organization. With these ten basic principles, your organization can learn how. Read More
 
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