"The more extensive a man's knowledge of what has been done, the greater will be his power of knowing what to do." -- Benjamin Disraeli.

Slides:

Advertisements

Similar presentations

Combining Social Media with Help Authoring Tom Johnson.

Advertisements

Introducing Collabion Charts for SharePoint

SafetyFirsts Customer-Only Web Site Resources A Green Light to Safety Research, Articles, Specialty Reports & Training Presentations.

Yammer Technical Solutions Overview

Wincite Knowledge Warehousing and Networking Sophisticated Simplicity.

Esri International User Conference | San Diego, CA Demo Theater | ArcGIS Beta Community and ArcGIS 10.1 Beta Program Mike Hogan & Rohit Gupta July 12 th,

© 2007 Talisma Corporation Presented by: Sean P. OConnell Director, European Marketing KM Expert Summit 2007 Because Simple Knowledge is Winning Knowledge.

Ensuring Quality Support by Measuring Quality of Responses Mike Myers Director – Help Desk Operations Robin Rea Process Services Project Manager CompuCom.

On Premise Cloud Services on premises Storage Servers Networking O/S Middleware Virtualization Data Application Runtime You manage Infrastructure.

INTRANETPORTALS INTRANET PORTALS Team IntraCor. IntraCor Team Members Yase Ge – Web Master Rob Jawor – Research Analyst 1 Mustapha Oluwa – Project Manager.

Getting Started with Videoconferencing Resources can be found at Klinger MS, Centennial SD Facilitated.

Laurie E Damianos, MITRE September 2008 Approved for Public Release; Distribution Unlimited. MITRE Case # ©2008 The MITRE Corporation. All rights.

PRODUCT FOCUS 5/27/14 – 6/6/14 INTRODUCTION Our Product Focus for the next two weeks is CompTIA. CompTIA is most well known for serving as the backbone.

Bright House Networks – Customer Care Initiatives Bill Sievers – Vice President Customer Care.

David N. Allen, Ph.D. Vice President and Executive Director Tech Launch Arizona September 20, 2013 Presentation to the University.

PRODUCT FOCUS 3/3/14 – 3/17/14 INTRODUCTION Our Product Focus for the next two weeks is IBM. The opportunity afforded to us in becoming an Authorized.

PRODUCT FOCUS 2/3/14 – 2/14/14 INTRODUCTION Our Product Focus for the next two weeks is VMware. VMware is the current industry leader in server / data.

Creating Customer Self Sufficiency Neeti Seth Sr. Manager, Customer Support, Mercury.

PROJECT MANAGEMENT PRODUCT FOCUS 2/17/14 – 2/28/14.

Video 9 – Understanding Complex B2B Sales

Sharon Burton Product Manager/Product Evangelist MadCap Software

PROFESSIONAL OUTSOURCED CUSTOMER SUPPORT On your website at affordable price. EU & America– Save up to 30% on your current customer support based Agents.

Technical Paper Author Volunteer Training Module June 2009.

Taking the Web to the Next Level. Current Web Issues  Not reaching target audiences  People can’t find the information they need  Too difficult to.

Help Desk A walk through the world of Help Desk. Realizing you need help When you realize you need help with your computer, phone, or printer, and your.

2012 Annual Conference & Tradeshow Celebrating 26 years of service to the Collegiate Travel Marketplace MARKETING YOUR TRAVEL PROGRAM USING SOCIAL MEDIA.

Enterprise Architecture 2013 ITAG Data Governance – Metadata Repository EAAF - Update.

VS Anywhere. Visual Studio Industry Partner VS Anywhere NEXT STEPS Contact us at: Websitehttps://vsanywhere.com Blog- Facebook.

Jeff DeVerter Rackspace Building a SharePoint Tribe.

Zortec Data Replication. What you get with Zortec Data Replication: Complete access to your Zortec Application data in a Open Data Base format.

October 10-13, 2006 San Diego Convention Center, San Diego California Delivering Top-notch Team Performance for Customer Interaction.

Content Strategy.

How we measure After defining what to improve, we measure the current status. How else would you know how far you’ve come? (Please view this presentation.

An introduction to Microsoft Office SharePoint Server 2007 Rue Juliette Wytsmanstraat 14 | 1050 Brussels | Belgium T | F

From Ignorance to Confusion Sandra M. Solano-McGuire, M.D., M.S. Chief, Health Statistics Ohio Department of Health.

Technical Committee Member Volunteer Training Module June 2009.

Practicum: Learning Object Design and Development Instructional Design for eLearning Instructor: Tanveer Makhani.

 Technology professional with 19 years experience in integration, project management, custom application development, visual production and corporate.

1 The Future of the Contact Center –Rich Tehrani –President –TMC –

Hello, my name How can I assist you today?

2015 User Conference OP Support Options, Let me Count the ways... April 25, 2015 Presented by: Gregg Moist Director of Customer Support and IT Operations.

1 SharePoint 2013 Advanced Training Accelebrate Except as noted, all content copyright © by Accelebrate.

KCS: Share Your Knowledge Emory University Service Management.

Making the Most of a Hybrid Alfresco Solution From Genesys Telecommunications: Michael Katten, Director of Technical Publications Joe McMonagle, Manager.

Precision Marketing. What is Precision Marketing?

#CustomerService TREND: 20% of companies outsourced or were very interested in outsourcing Customer Care.

REFLECTIVE LEARNING PACK “TOGETHER WE CAN LIFT SAFELY” IT’S NOT ABOUT WATCHING A VIDEO! 1 Key message to Communicate  Together We Can Lift Safely Target.

Support for Dell EMC Hybrid Cloud Platforms

Contracting Officer Podcast Slides

Five Principles of Readability

Manufacturing Learning Experience

Use Cases: When to use what in Office 365

Information Systems in Organizations 4

Juno Technical Support Number

IT Considerations for CPT Implementation

Unit4 Customer Portal Submitting & Managing Cases.

File Manager for Microsoft Office 365, SharePoint, and OneDrive: Extensible Via Custom Connectors in Enterprise Deployments, Ideal for End Users OFFICE.

Poised for Leadership With Jo Miller

Information Systems in Organizations 4

IT Considerations for CPT TEE Implementation

2016 Resource - Z Data Replication

Employee Recognition & Change Management

Gamification for Educators

IST346: What Is IT?.

UPHL Complaint Redressal Service All activity can be monitored through a comprehensive dashboard through website. If problem solved complainer will.

How to Talk so Engineers will Listen:

How To Connect With Hiring Managers

WORKSHOP Establish a Communication and Training Plan

Want to Integrate Your Data? Let’s Start at the Beginning

Presentation transcript:

"The more extensive a man's knowledge of what has been done, the greater will be his power of knowing what to do." -- Benjamin Disraeli

If you have knowledge, let others light their candles in it. -- Sarah Margaret Fuller Ossoli

Knowledge is of two kinds. We know a subject ourselves, or we know where we can find information on it. -- Samuel Johnson

"An investment in knowledge pays the best interest. -- Benjamin Franklin

Help to solve the puzzle, dont become a part of it. Ask all the right questions. -- John Swindlehurst

Latin meaning; Conscientia - knowledge shared with others, "being in the know", joint knowledge; knowledge shared with oneself.

Knowledge Management Enterprise software applications that support the capability for the SME to create Knowledge Articles – In most situations the articles are created in workflow while managing the customers issue. Content Management Enterprise software applications that support the capability of the management of documents. ATG / Primus - KANA - InQuira - Talisma EMC.. Documentum - MS SharePoint

Fortune 500 Companies Midsize Corporations Knowledge Management Vendors

Contact Centers – Software, Wireless, Cable Supporting both Internal & External Customers 1,000 – 15,000 Seats Agent Types Typical Call Center Rep – 6 months - High School Technical Support Engineer – 15 yrs - Masters Follow The Sun Operation Model Cost per incident - $ $ (Voice Call) Time to resolve issue – 2 minutes – 3 months

Primary Topics: How to find the SME within the Contact Center How create an environment where the SME will share their wisdom with other representatives. A few slides for discussion focus Interactive conversation Session Keeping Who is going to keep the session on topic Parking Lot volunteer

What are the objectives for the company? What are the objectives for the department? Vice President Director Manager Supervisor Team Leader Agent (Subject Matter Expert)

How does the company share information? How does the department share information? Vice President Director Manager Supervisor Team Leader Agent (Subject Matter Expert)

Discovering the SME What information is being shared Content Types Content Structure Author - SME How is the information shared Review the received - Xobin Review My Recent Documents Look for shortcuts – Desktop / Browser What information is posted on the walls What information is within the ref. binders Websites – Document repositories - WIKI

How is the information shared Who do they ask.... What do they ask.... When do they ask.... What is the information escalation path....

What are the Reward / Recognition for the company? What are the Reward / Recognition for the department ? Vice President Director Manager Supervisor Team Leader Agent (Subject Matter Expert)

Send a LinkedIn request