A recommendation from a successful customer care center for how to use knowledge to improve customer experience and satisfaction

Delivering 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 been able to speed up the provision of answers to customers, and it always has access to the latest, most accurate information and knowledge.

Read more

An interview with the Customer Care Center at Volvo Cars about their 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.
Read more

A checklist for choosing advanced Knowledge Management software

Read this Knowledge Management Software checklist to ensure the success of your Knowledge Management ventures. We list the most important features that you should consider when choosing Knowledge Management software (KMS).

Read more

How to establish a collaborative culture to succeed in Knowledge Management

The implementation of a strategy often requires changes in people, processes, and technology. Perhaps the most difficult change and the one we struggle most with is changing ourselves – the people. We’re creatures of habit, and if we’re not motivated or can’t see what’s in it for us, we essentially won’t ever change. When establishing successful Knowledge Management, we need to shift the culture away from recognizing people for what they know, and toward recognizing people for their ability to learn, collaborate, and share. How can we transition to a winning Knowledge Management culture? Author Daniel Pink outlines three key motivational factors in his popular book “Drive: The Surprising Truth About What Motivates Us”.

Read more

How to build a knowledge sharing organization

Knowledge sharing has huge benefits in an organization, but not all organizations take advantage of it. Knowledge is often scattered everywhere in an organization. Knowledge arises and is produced in departments and projects groups, and for individual purposes. It could be stored as documents on a server, on an employee’s computer, as well as in knowledge bases, or not stored at all. Usually the majority of documented knowledge is seldom used despite its benefit to many employees, customers, and partners. That’s because they can’t find it or don’t even know that it’s there. The benefits of reusing collective knowledge in an organization are huge. An organization can achieve operational efficiency and organizational learning, as well as drive innovation and product development. Achieving these benefits requires a corporate Knowledge Management strategy that supports a knowledge sharing culture and the building of a common knowledgebase.

Read more

Knowledge is among your most valuable assets – are you maximizing it?

The experience and expertise of the people in your organization are your biggest asset. They are the foundation for ensuring satisfied customers and having services that work well. Learn how to make sure you are taking care of your knowledge.

Read more

Data, automation, predictive support and bots –hot topics on service and support at annual CSI members’ summit

During the annual members’ summit of the Consortium for Service Innovation (CSI) in Boston in April, discussions and presentations focused on data, automation, machine learning and collaboration. It’s clear that the service and support industry is deeply affected by the changes posed by new technology. As data becomes one of the most valuable assets organizations have, and as machines take care of customers to a greater and greater extent, we must realize that little will stay the same moving forward.

Read more

How to benefit from KCS functionality by integrating a KCS v6 Verified tool into your ITSM suite in just a few days

More and more enterprise organizations are starting to practice the Knowledge-Centered Service (KCS) knowledge methodology. This methodology is without doubt best applied with the support of a tool that is KCS Verified and which supports all eight processes in the solve-and-evolve cycle. However, there are only a small number of software vendors and tools – including ComAround Knowledge™ – that fully support this process.

Read more

Four benefits of having a successful Knowledge Management strategy

Many organizations share competitive challenges and a need to scaling their business and be at the forefront of their customers’ minds, etc. while having limited staff and budget resources. Organizations that really understand that their most valuable assets are the collective knowledge of their staff, customers and partners can thrive with less effort. In this blog article I will highlight the most important benefits to an organization of implementing a successful Knowledge Management strategy.

Read more

Knowledge Management System: 4 benefits of choosing a separate and specialized

The right knowledge management system supports the chosen method and strategy and reduces the need to develop workarounds. It also encourages users to follow the correct methods through having the right flow and functions. We give you four good reasons to why you should use a separate knowledge management system rather than go with any built-in knowledge module.

Read more