I’m pleased to announce that TSIA’s 4th annual Knowledge Management Best Practices Survey is now open! (Tweet this!) Everyone is invited to participate in this five-minute survey, which consists of questions that cover all service areas, including customer support, field service, professional services, and more. By participating, you’ll be helping technology companies like yours uncover best practices and key trends relating to consolidation of knowledge management, content management, and enterprise collaboration.
About This Survey
While interest in the topics I cover in my research, such as CRM, remote control, mobility, social media, etc., seem to ebb and flow, knowledge management is always in the top 3 inquiry topics I receive. This survey looks at some traditional KM areas, such as KCS adherence, knowledge staffing, and days to publish, as well as some newer areas such as intelligent search, mobility, and expertise management. Here’s one of the most talked-about findings from last year’s survey:
This year, I’ve also included some questions on the consolidation of knowledge management, content management, and collaboration, (Tweet this!) which is the topic of my Power Hour session, “Redefining KM: Merging Knowledge, Content, Collaboration, and More” which I will be presenting at our upcoming conference, TSW 2015 Service Transformations, in Las Vegas this October.
Some of the trends I’m already seeing here include:
- Using content management systems or generic data warehouses instead of traditional knowledgebases, and relying on intelligent search to create the taxonomies and find the right content.
- Mining communities for knowledge, as well as allowing customers to contribute knowledge or suggest edits to knowledge in self-service systems.
- Culture is playing a huge role in the success of KM, and especially as KM projects spread beyond technical support, convincing employees to collaborate instead of hoarding knowledge may take some work.
Take the Survey Today!
Everyone who completes this year’s survey will receive a copy of the resulting report, “The State of Knowledge Management: 2015,” which will be released at the Vegas conference. Click here to take the survey today! We will be accepting responses until midnight, August 31. (Tweet this!)
About the Author
John Ragsdale is vice president of technology and social research for TSIA. His area of expertise is in creating strategies for improving the service operations and overall customer experience by leveraging innovative technology. Ragsdale drives TSIA's highly regarded technology research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing services leaders to enable them to better plan and execute their service strategies.
In 2012, Ragsdale released his first book, Lessons Unlearned, which chronicles his 25-year career inside the customer service industry. Filled with best and worst practices, insider gossip, and sometimes-shocking real-world stories, Lessons Unlearned helps support managers, company executives, and even customers improve service interactions.
John may be reached at firstname.lastname@example.org.