What are your organizations Knowledge Initiative?
/0 Comments/in Goals & metrics /by Sebastian TeelingNo matter if an organization is starting their Knowledge journey, or if they are maturing their Knowledge- Centered Service processes in a phase II or III, it is never to late time to plan and set the goals for you knowledge initiative.
Part 1: Successful migration, with emphasis on users – lay the foundation in the migration plan
/0 Comments/in Change / migration /by Per StrandMigration plan: Are you planning to migrate to a new operating system such as Windows 10? Technology is a basic prerequisite for successful migration, while the ability to lead, calm and support users in various ways with clear information before, during and after migration is crucial to people’s perception of migration as successful – or less so. When a decision is made to migrate, the IT department is often given responsibility for projectmanaging the migration. Read more
A recommendation from a successful customer care center for how to use knowledge to improve customer experience and satisfaction
/0 Comments/in Business value, ComAround Knowledge, Self-service /by Therese WalveDelivering high-quality customer service and support is often a challenge when your products are complex and when there are ongoing changes in the general environment. With ComAround Knowledge™ the Customer Care Center at Volvo Car Sweden has improved customer experience and satisfaction, by speeding up the provision of answers to customers, and always has access to the latest, most accurate information and knowledge.
Read moreAn interview with the Customer Care Center at Volvo Cars about their successful Knowledge Management initiative
/0 Comments/in Adoption, Business value, ComAround Knowledge, Knowledge Management, Self-service /by Therese WalveThe Customer Care Center at Volvo Car Sweden has been working with ComAround for three years to improve customer experience and satisfaction through successful Knowledge Management initiative. Volvo Cars is a well-recognized car brand with a long history of building premium cars with a focus on safety and innovation. Volvo Cars continues to grow faster than any other car manufacturer in Europe, China or the United States. ComAround have interviewed Niklas Byvik, Communication and Education Manager at the Customer Care Center at Volvo Car Sweden. Read more
Top 4 reasons for implementing Knowledge-Centered Service
/0 Comments/in Business value, KCS - Knowledge Centered-Service, Knowledge Management, Process & method, Support strategies /by Lena StormvingeKnowledge-Centered Service is an effective knowledge management strategy that can transform both your organization’s customer experience and employee loyalty.
The organization can also develop more innovative products and services and drive the kind of positive change that leads to great results. Working with KCS® (Knowledge-Centered Service) can make the difference between being just above average and greatness. KCS is a simple idea that creates profound benefits. The idea is that you should integrate the creation and maintenance of knowledge into the daily problem-solving process. Read more