Collective Wisdom: Transforming Support with Knowledge
| Author | : | |
| Rating | : | 4.26 (757 Votes) |
| Asin | : | B00ITXW1C0 |
| Format Type | : | |
| Number of Pages | : | 218 Pages |
| Publish Date | : | 2015-12-19 |
| Language | : | English |
DESCRIPTION:
The book addresses: · How to create and maintain knowledge · How to deliver knowledge inside the support center and through self-service · How to organize and staff for knowledge management · How to understand, select and implement technology · How to measure knowledge management · What the future holds for knowledge management and support · How to make self-service work.. Collective Wisdom: Transforming Support Through Knowledge provides IT service and support professionals with a comprehensive overview to the role of knowledge management in the support environment. Collective Wisdom is the first book on knowledge management for the support industry
A key reference book for Support leaders and team members alike. T. Southard When I need to share in-depth concepts of KCS with my management team and support professionals, this is the book I pass along. If you are involved in the leadership of customer facing technical support, this is a most valuable resource.. Excellent Reference Chris Hulderson Whether you are a seasoned support professional or just getting started in customer support knowledge management, knowledge centric support Collective Wisdom is a great reference. I've been a support professional for 24 years and have found Collective Wisdom to be the reference for understanding knowledge for internal use and customers, from creation to delivery, and in practical use with modern support methodologies. If you are looking to