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| call center knowledge management software: Knowledge in Organisations Laurence Prusak, 2009-11-03 First Published in 1997. The second in the readers' series, Resources for the Knowledge-Based Economy, Knowledge In Organisations gives an overview of how knowledge is valued and used in organisations. It gives readers excellent grounding in how best to understand the highest valued asset they have in their organisations. |
| call center knowledge management software: Strategic Knowledge Management in Multinational Organizations O'Sullivan, Kevin, 2007-08-31 This book presents a comprehensive set of investigations of a wide range of environmental factors, both internal and external, that contribute to the key challenge of complexity in KM. These factors include culture, technology, communications, infrastructure, and learning and leadership structures--Provided by publisher. |
| call center knowledge management software: Organizational Learning and Knowledge: Concepts, Methodologies, Tools and Applications Management Association, Information Resources, 2011-07-31 Organizational Learning and Knowledge: Concepts, Methodologies, Tools and Applications demonstrates exhaustively the many applications, issues, and techniques applied to the science of recording, categorizing, using and learning from the experiences and expertise acquired by the modern organization. A much needed collection, this multi-volume reference presents the theoretical foundations, research results, practical case studies, and future trends to both inform the decisions facing today's organizations and the establish fruitful organizational practices for the future. Practitioners, researchers, and academics involved in leading organizations of all types will find useful, grounded resources for navigating the ever-changing organizational landscape. |
| call center knowledge management software: Advice from a Call Center Geek Thomas Laird, 2018-08-21 Advice from a Call Center Geek: Rethinking Call Center Operations is a field manual for the 21st century contact center. Practical, poignant, and funny, Tom dishes out amazing real-world advice that has made his organization successful. From culture to education to incentives, Tom addresses the key areas to make your contact center world-class!Paul HerdmanHead of Customer ExperienceNICE inContactAdvice From a Call Center Geek takes a look at a new way of running today's high end contact center. Tom Laird, the CEO of award winning Expivia Interaction Marketing, 600 seat BPO call center guides you through the process of developing a world class operation.This book will take you through the process of evaluating and changing your call center's culture, how to look beyond a resume to hire the right associates and show you how to educate for quality while maintaining high level management. Advice from a Call Center Geek will make you rethink how the call center manager of today should be looking at running their call center. |
| call center knowledge management software: Computational Advancements in End-User Technologies: Emerging Models and Frameworks Clarke, Steve, 2009-10-31 This book contains leading research and practices into the advancement, significance, and comprehensive nature of end-user computing--Provided by publisher. |
| call center knowledge management software: Handbook on Knowledge Management 2 Clyde Holsapple, 2003 This second volume consists of the sections: technologies for knowledge management, outcomes of KM, knowledge management in action, and the KM horizon. |
| call center knowledge management software: Handbook on Knowledge Management 2 Clyde Holsapple, 2013-04-17 This second volume consists of the sections: technologies for knowledge management, outcomes of KM, knowledge management in action, and the KM horizon. |
| call center knowledge management software: Call Centers For Dummies Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson, 2010-05-11 Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line. |
| call center knowledge management software: Call Center Savvy Keith Dawson, 1999-01-06 It's not just the technology, the people, or the customers. It's all three, and more: call centers are not just places where calls arrive. They are a strategic business asset, the core of your business's customer relationship strategy. Call Center Savvy is an exploration of how the call center works, and how it fits into the big picture. What the f |
| call center knowledge management software: Knowledge Management Herwig Rollett, 2012-12-06 A compact guide to knowledge management, this book makes the subject accessible without oversimplifying it. Organizational issues like strategy and culture are discussed in the context of typical knowledge management processes. The focus is always on pointing out all the issues that need to be taken into account in order to make knowledge management a success. The book then goes on to explore the role of information technology as an enabler of knowledge management relating various technologies to the knowledge management processes, showing the reader what can, and what cannot, be achieved through technology. Throughout the book, references to lessons learned from past projects underline the arguments. Managers will find this book a valuable guide for implementing their own initiatives, while researchers and system designers will find plenty of ideas for future work. |
| call center knowledge management software: The Real-time Contact Center Donna Fluss, 2005 New technology and best practices to turn your contact center into a revenue generator. |
| call center knowledge management software: IT Outsourcing: Concepts, Methodologies, Tools, and Applications St.Amant, Kirk, 2009-07-31 This book covers a wide range of topics involved in the outsourcing of information technology through state-of-the-art collaborations of international field experts--Provided by publisher. |
| call center knowledge management software: Knowledge management Alex Koohang , Keith Harman, Johannes Britz, 2008 |
| call center knowledge management software: Guide to the Software Engineering Body of Knowledge (Swebok(r)) IEEE Computer Society, 2014 In the Guide to the Software Engineering Body of Knowledge (SWEBOK(R) Guide), the IEEE Computer Society establishes a baseline for the body of knowledge for the field of software engineering, and the work supports the Society's responsibility to promote the advancement of both theory and practice in this field. It should be noted that the Guide does not purport to define the body of knowledge but rather to serve as a compendium and guide to the knowledge that has been developing and evolving over the past four decades. Now in Version 3.0, the Guide's 15 knowledge areas summarize generally accepted topics and list references for detailed information. The editors for Version 3.0 of the SWEBOK(R) Guide are Pierre Bourque (Ecole de technologie superieure (ETS), Universite du Quebec) and Richard E. (Dick) Fairley (Software and Systems Engineering Associates (S2EA)). |
| call center knowledge management software: The New Ruthless Economy Simon Head, 2005 This text provides an examination of the business practices which led to the economic boom of the 'new economy' in the later half of the 1990s and into the 21st century. |
| call center knowledge management software: Optimal Knowledge Management: Wisdom Management Systems Concepts and Applications Thierauf, Robert, Hoctor, James, 2006-05-31 This book outlines a new way of approaching the development and implementation of information systems. Not only does the book explore a different approach to determining an organization's opportunities and solving its problems, but it also highlights methods for optimal decision making--Provided by publisher. |
| call center knowledge management software: Eliminating Waste in Software Projects: Effective Knowledge Management by Using Web Based Collaboration Technology Frederik Dahlke, 2008-07 Knowledge management is controlling the transfer, distribution, and availability of knowledge. Traditionally, knowledge management processes are predefined; e.g. it is laid out in detail which document template, data structure, system, or work flow steps have to be used in order to manage knowledge. But knowledge management itself is complex. It is simply not possible to predefine the typical flow of work in knowledge intensive processes in advance. So rather than trying to determine the procedures it is more promising to analyze which factors can be used in order to control the outcome of the knowledge management process. By respecting the lean knowledge management principles, developed and first presented within this book, any manager can control the success of knowledge management in a lean software project any time. Enterprise 2.0 and Web 2.0 technologies perfectly support the lean knowledge management principles, and far better than any traditional approach, based on text processors, presentation software, spreadsheets, and E-Mail can do. Together, the lean knowledge management principles and Enterprise 2.0 form a new approach to knowledge management, which delivers value that can not be reached otherwise. |
| call center knowledge management software: Computerworld , 2001-06-18 For more than 40 years, Computerworld has been the leading source of technology news and information for IT influencers worldwide. Computerworld's award-winning Web site (Computerworld.com), twice-monthly publication, focused conference series and custom research form the hub of the world's largest global IT media network. |
| call center knowledge management software: Working Knowledge Thomas H. Davenport, Laurence Prusak, 2000-04-26 This influential book establishes the enduring vocabulary and concepts in the burgeoning field of knowledge management. It serves as the hands-on resource of choice for companies that recognize knowledge as the only sustainable source of competitive advantage going forward. Drawing from their work with more than thirty knowledge-rich firms, Davenport and Prusak--experienced consultants with a track record of success--examine how all types of companies can effectively understand, analyze, measure, and manage their intellectual assets, turning corporate wisdom into market value. They categorize knowledge work into four sequential activities--accessing, generating, embedding, and transferring--and look at the key skills, techniques, and processes of each. While they present a practical approach to cataloging and storing knowledge so that employees can easily leverage it throughout the firm, the authors caution readers on the limits of communications and information technology in managing intellectual capital. |
| call center knowledge management software: Knowledge Management in Practice Anthony J. Rhem, 2016-08-19 This evidence-based book provides the framework and guidelines that professionals need for working with the contemporary explosion of data that is creating opportunities and challenges to all phases of our society and commerce. –Larry R. Medsker, Research Professor in Physics and Data Science, The George Washington University Knowledge Management in Practice is a resource on how knowledge management (KM) is implemented. It provides specific KM methods, tips, techniques, and best practices to gain competitive advantage and the most from investing in KM. It examines how KM is leveraged by first responders, the military, healthcare providers, insurance and financial services companies, legal firms, human resources departments, merger and acquisition (M&A) firms, and research institutions. Essential KM concepts are explored not only from a foundational perspective but also from a practical application. These concepts include capturing and codifying tacit and explicit knowledge, KM methods, information architecture, search, KM and social media, KM and Big Data, and the adoption of KM. Readers can visit the book’s companion website, KM Mentor (www.KMMentor.com), where they can access: Presentations by industry leaders on a variety of topics KM templates and instruction on executing KM strategy, performing knowledge transfer, and KM assessments and audits KM program and project implementation guidance Insights and reviews on KM tools Guidance on implementing and executing various KM Methods Specialized KM publications A private secure collaboration community for members to discuss ideas and get expert answers and advice |
| call center knowledge management software: Building a Second Brain Tiago Forte, 2022-06-14 Building a second brain is getting things done for the digital age. It's a ... productivity method for consuming, synthesizing, and remembering the vast amount of information we take in, allowing us to become more effective and creative and harness the unprecedented amount of technology we have at our disposal-- |
| call center knowledge management software: Call Center Operation Duane Sharp, 2003-05-14 Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies. A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.·Presents key concepts and techniques, including a formal development process, in a real-world context·Provides extensive management guidelines·Stresses the importance of staff selection and training |
| call center knowledge management software: Maximizing Call Center Performance Madeline Bodin, 1999-01-01 Ever wish you could find out how North America's biggest and most advanced call centers are really using call center technology? Want to know how successful call centers have solved the problems behind basic call center functions such as order handling, h |
| call center knowledge management software: An Executive's Guide to Information Technology Robert Plant, Stephen Murrell, 2007-05-17 Assessing the most valuable technology for an organization is becoming a growing challenge for business professionals confronted with an expanding array of options. This 2007 book is an A-Z compendium of technological terms written for the non-technical executive, allowing quick identification of what the term is and why it is significant. This is more than a dictionary - it is a concise review of the most important aspects of information technology from a business perspective: the major advantages, disadvantages and business value propositions of each term are discussed, as well as sources for further reading, and cross-referencing with other terms where applicable. The essential elements of each concept are covered in a succinct manner so the reader can quickly obtain the required knowledge without wading through exhaustive descriptions. With over 200 terms, this is a valuable reference for non- and semi-technical managers, executives and graduate students in business and technology management. |
| call center knowledge management software: Encyclopedia of Knowledge Management, Second Edition Schwartz, David, 2010-07-31 Knowledge Management has evolved into one of the most important streams of management research, affecting organizations of all types at many different levels. The Encyclopedia of Knowledge Management, Second Edition provides a compendium of terms, definitions and explanations of concepts, processes and acronyms addressing the challenges of knowledge management. This two-volume collection covers all aspects of this critical discipline, which range from knowledge identification and representation, to the impact of Knowledge Management Systems on organizational culture, to the significant integration and cost issues being faced by Human Resources, MIS/IT, and production departments. |
| call center knowledge management software: Knowledge Management in Practice Taverekere Srikantaiah, Michael E. D. Koenig, 2008 This is the third entry in an ambitious, highly regarded KM book series edited by T. Kanti Srikantaiah and Michael E. D. Koenig. Where Knowledge Management for the Information Professional (2000) offered information professionals an introduction to KM and Knowledge Management Lessons Learned (2004) assessed KM applications and innovations, Knowledge Management in Practice looks at how KM can be and is being implemented in organizations today. Featuring the contributions of more than 20 experts in the field, the book is unique in surveying the efforts of KM specialists to extend knowledge beyond their organizations and in providing a framework for understanding user context. The result is a must-read for any professional seeking to connect organizational KM systems with increasingly diverse and geographically dispersed user communities. |
| call center knowledge management software: Artificial Intelligence and Knowledge Management Akira Hanako, 2016-05-24 Artificial intelligence and knowledge management have transformed the process of knowledge circulation and database management in different business enterprises and corporate organizations. Some of the significant topics discussed in the chapters of this book are AI planning strategies and tools, AI tools for information processing, data mining, knowledge-based systems, etc. It explores the innovative concepts and advancements in these emerging fields. The book is an invaluable source of knowledge for students and researchers involved in this field at various levels. |
| call center knowledge management software: Cold Calling for the Clueless , |
| call center knowledge management software: The Encyclopedia of Operations Management Arthur V. Hill, 2012 This is the perfect field manual for every supply chain or operations management practitioner and student. The field's only single-volume reference, it's uniquely convenient and uniquely affordable. With nearly 1,500 well-organized definitions, it can help students quickly map all areas of operations and supply chain management, and prepare for case discussions, exams, and job interviews. For instructors, it serves as an invaluable desk reference and teaching aid that goes far beyond typical dictionaries. For working managers, it offers a shared language, with insights for improving any process and supporting any training program. It thoroughly covers: accounting, customer service, distribution, e-business, economics, finance, forecasting, human resources, industrial engineering, industrial relations, inventory management, healthcare management, Lean Sigma/Six Sigma, lean thinking, logistics, maintenance engineering, management information systems, marketing/sales, new product development, operations research, organizational behavior/management, personal time management, production planning and control, purchasing, reliability engineering, quality management, service management, simulation, statistics, strategic management, systems engineering, supply and supply chain management, theory of constraints, transportation, and warehousing. Multiple figures, graphs, equations, Excel formulas, VBA scripts, and references support both learning and application. ... this work should be useful as a desk reference for operations management faculty and practitioners, and it would be highly valuable for undergraduates learning the basic concepts and terminology of the field. Reprinted with permission from CHOICE http: //www.cro2.org, copyright by the American Library Association. |
| call center knowledge management software: BoogarLists | Directory of Communications Technologies , |
| call center knowledge management software: Internet Marketing Research: Theory and Practice Lee, Ook, 2000-07-01 Internet marketing has become an important issue for many businesses around the world which have any form of commercial presence on the net. It is often perceived that doing business on the Internet mostly requires competency in the technology area. However as many dot com companies are failing due to lack of revenue generation, which could be induced by the inadequate marketing and marketing research, practitioners and scholars of e-commerce are keen to obtain a better understanding of the whole phenomenon of Internet marketing. To understand what's working as an Internet marketing strategy or tactic, one needs to conduct marketing research using rigorous statistical methodology. |
| call center knowledge management software: Encyclopedia of Cloud Computing San Murugesan, Irena Bojanova, 2016-05-09 The Encyclopedia of Cloud Computing provides IT professionals, educators, researchers and students with a compendium of cloud computing knowledge. Authored by a spectrum of subject matter experts in industry and academia, this unique publication, in a single volume, covers a wide range of cloud computing topics, including technological trends and developments, research opportunities, best practices, standards, and cloud adoption. Providing multiple perspectives, it also addresses questions that stakeholders might have in the context of development, operation, management, and use of clouds. Furthermore, it examines cloud computing's impact now and in the future. The encyclopedia presents 56 chapters logically organized into 10 sections. Each chapter covers a major topic/area with cross-references to other chapters and contains tables, illustrations, side-bars as appropriate. Furthermore, each chapter presents its summary at the beginning and backend material, references and additional resources for further information. |
| call center knowledge management software: Marketing, Technology and Customer Commitment in the New Economy Harlan E. Spotts, 2014-11-03 This volume includes the full proceedings from the 2005 Academy of Marketing Science (AMS) Annual Conference held in Tampa, Florida, entitled Marketing, Technology and Customer Commitment in the New Economy. It include papers aimed to create awareness of the issues, trends, and advances associated with current global marketing challenges. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science. |
| call center knowledge management software: Customer Knowledge Management: People, Processes, and Technology Al-Shammari, Minwir, 2009-03-31 This book introduces an integrated approach to analyzing and building customer knowledge management (CKM) synergy from distinctive core advantages found in key organizational elements--Provided by publisher. |
| call center knowledge management software: Managerial Control of American Workers Mel van Elteren, 2017-03-13 Today, surveillance and regulation of employees are pervasive at all levels (except the highest) in a wide variety of American workplaces. Digital information systems have become important tools of managerial control. The constraints built into these systems by so-called business process reengineering are a continuation of scientific management principles developed during the late 19th century. Additional means of control have included employment-based welfare capitalism, and human relations and corporate culture approaches. This book provides fresh insight into various practices of managerial control from the 1880s to the present and their effects on work organization and quality, and worker skill requirements. The author highlights current developments--including those focused on highly skilled knowledge workers--accounting for enhanced automation, offshoring and related changes in the production and distribution of goods and services. |
| call center knowledge management software: Knowledge Management in Emerging Economies: Social, Organizational and Cultural Implementation Al-Shammari, Minwir, 2010-09-30 Knowledge Management in Emerging Economies: Social, Organizational and Cultural Implementation seeks focuses on knowledge management theoretical models and empirical research findings for developing economies. This book specifically seeks to understand the social, organizational, and cultural implementation aspects of knowledge management in the context of developing economies, and to discuss issues, challenges, and trends surrounding this implementation. |
| call center knowledge management software: Human-Computer Interaction: The Agency Perspective Marielba Zacarias, José Valente de Oliveira, 2012-01-21 Agent-centric theories, approaches and technologies are contributing to enrich interactions between users and computers. This book aims at highlighting the influence of the agency perspective in Human-Computer Interaction through a careful selection of research contributions. Split into five sections; Users as Agents, Agents and Accessibility, Agents and Interactions, Agent-centric Paradigms and Approaches, and Collective Agents, the book covers a wealth of novel, original and fully updated material, offering: To provide a coherent, in depth, and timely material on the agency perspective in HCI To offer an authoritative treatment of the subject matter presented by carefully selected authors To offer a balanced and broad coverage of the subject area, including, human, organizational, social, as well as technological concerns. ü To offer a hands-on-experience by covering representative case studies and offering essential design guidelines The book will appeal to a broad audience of researchers and professionals associated to software engineering, interface design, accessibility, as well as agent-based interaction paradigms and technology. |
| call center knowledge management software: Knowledge Management Jay Liebowitz, 2001-03-28 Knowledge Management (KM) is strongly rooted in the discipline of Knowledge Engineering (KE), which in turn grew partly out of the artificial intelligence field. Despite their close relationship, however, many KM specialists have failed to fully recognize the synergy or acknowledge the power that KE methodologies, techniques, and tools hold for enh |
| call center knowledge management software: The Practical Handbook of Internet Computing Munindar P. Singh, 2004-09-29 The Practical Handbook of Internet Computing analyzes a broad array of technologies and concerns related to the Internet, including corporate intranets. Fresh and insightful articles by recognized experts address the key challenges facing Internet users, designers, integrators, and policymakers. In addition to discussing major applications, it also covers the architectures, enabling technologies, software utilities, and engineering techniques that are necessary to conduct distributed computing and take advantage of Web-based services. The Handbook provides practical advice based upon experience, standards, and theory. It examines all aspects of Internet computing in wide-area and enterprise settings, ranging from innovative applications to systems and utilities, enabling technologies, and engineering and management. Content includes articles that explore the components that make Internet computing work, including storage, servers, and other systems and utilities. Additional articles examine the technologies and structures that support the Internet, such as directory services, agents, and policies. The volume also discusses the multidimensional aspects of Internet applications, including mobility, collaboration, and pervasive computing. It concludes with an examination of the Internet as a holistic entity, with considerations of privacy and law combined with technical content. |
| call center knowledge management software: The AI Revolution in Customer Service and Support Ross Smith, Mayte Cubino, Emily McKeon, 2024-07-16 In the rapidly evolving AI landscape, customer service and support professionals find themselves in a prime position to take advantage of this innovative technology to drive customer success. The AI Revolution in Customer Service and Support is a practical guide for professionals who want to harness the power of generative AI within their organizations to create more powerful customer and employee experiences. This book is designed to equip you with the knowledge and confidence to embrace the AI revolution and integrate the technology, such as large language models (LLMs), machine learning, predictive analytics, and gamified learning, into the customer experience. Start your journey toward leveraging this technology effectively to optimize organizational productivity. A portion of the book’s proceeds will be donated to the nonprofit Future World Alliance, dedicated to K-12 AI ethics education. IN THIS BOOK YOU’LL LEARN About AI, machine learning, and data science How to develop an AI vision for your organization How and where to incorporate AI technology in your customer experience fl ow About new roles and responsibilities for your organization How to improve customer experience while optimizing productivity How to implement responsible AI practices How to strengthen your culture across all generations in the workplace How to address concerns and build strategies for reskilling and upskilling your people How to incorporate games, play, and other techniques to engage your agents with AI Explore thought experiments for the future of support in your organization “Insightful & comprehensive—if you run a service & support operation, put this book on your essential reading list right now!” —PHIL WOLFENDEN, Cisco, VP, Customer Experience “This book is both timely and relevant as we enter an unprecedented period in our industry and the broader world driven by Generative AI. The magnitude and speed of change we’re experiencing is astounding and this book does an outstanding job balancing technical knowledge with the people and ethical considerations we must also keep front of mind.” —BRYAN BELMONT, Microsoft, Corporate VP, Customer Service & Support “The authors of this book are undoubtedly on the front lines of operationalizing Gen AI implementations in customer support environments... and they know undoubtedly that at its core, support is about people and genuine human connections. This book walks you through their journey to keep people at the center of this technical tsunami.” —PHAEDRA BOINODIRIS, Author, AI for the Rest of Us |
Make a call with Google Voice
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