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TMCnet Knowledge Management Week in Review

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November 17, 2012

TMCnet Knowledge Management Week in Review

By Tracey E. Schelmetic, TMCnet Contributor


It’s the end of the week, and therefore time to wrap up the week’s events in knowledge management solutions.

Silos. They’re great on farms. They hold corn or wheat, animal fodder or other necessities. In businesses, though, they’re not so great. Silos are the separate, poorly integrated databases or knowledge bases that exist in organizations, necessitating repeat data entry and repeat work, and providing customers with a lousy, inconsistent customer experience. Truly successful companies keep their knowledge centrally located, easy to use and dynamic: a living, breathing thing that stores all relevant information to the business generally – but to customers more specifically.


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Technological innovation can help companies to differentiate their products and services from the rest and stay ahead of their competitors. Specific business analytics solutions help these businesses identify areas of improvement and plan for the future. Accretive Technologies is one that offers high-performance predictive analytic solutions for companies to capitalize on game-changing technological trends such as big data, cloud computing and more.

Find the full article here.

Within the customer service environment, it’s often best to tackle complex problems with simple solutions. With the appropriate knowledge management solution in place, companies can minimize those unpredictable and challenging customer calls. In order to satisfy this customer, agents have to have the answers. This means more tools in their belt, giving them the power to go off script to search the knowledge management database for the right answers.

Read the article here.

Corporate social responsibility is on everyone’s minds. Companies are under pressure today to be socially responsible in areas such as diverse hiring, charity work, responsible raw materials sourcing and environmental efforts to reduce carbon footprints and reduce waste. Most companies aren’t doing it out of the goodness of their hearts; customers are demanding it, and local regulations are also making it necessary.

Read the full article on the TMCnet Web site here.

Reps and managers are blindfolded if they don’t have the ability to drill down on customer facing metrics through reporting. Without automation through a good workflow engine, employees get caught up in tedious minutiae and lose face time with their customers. Zurmo is an Open Source (News - Alert) CRM alternative that is mobile, social and gamified. The company recently announced the addition of reporting and workflow as part of Zurmo Project’s strategy to make full Enterprise-class CRM functionality available freely and openly.

Read the full article here.

That’s it for this week in knowledge management news. Enjoy the weekend!

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.










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