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.

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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.

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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.

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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.

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How to speed up the digital transformation in manufacturing – with the help of Knowledge

Manufacturing companies understands that their collective knowledge and wisdom is the largest untapped asset in the organization. With help of Knowledge Management can organizations speed up digital transformation in manufacturing.

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ITIL® + KCS® = Success

Doing more with less. You have heard this phrase and many of us live it. Each year service desks are asked to satisfy higher demands without rapidly expanding their organizations. I have met very few service desk managers that claim to have enough people to exceed their service level targets while managing all the projects and operational tasks on their plates. So how do you satisfy your customers, your employees and the needs of your organization? You begin by learning from the experiences of others.

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How to increase knowledge base searchability

To succeed with self service, the knowledge base needs good searchability and to generate relevant hits. In ComAround Knowledge™ it is the search bar, which is based on the powerful search engine Microsoft Azure Search, that technically enables the search itself. The searchability of the content is largely determined by structure and wording, and this is where you and your colleagues can make a difference. In this article you will get several handy tips!

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What is the biggest challenge to make Knowledge Management work?

Watch inteview with a Knowledge Management expert at ComAround about the biggest challenge of Knowledge Management and how to solve it.

Many support and service organizations are struggling with creating excellent customer experience and satisfied customers with limited resources. Wouldn’t it be great to find a way to be able to handle more with the same resources?

By establishing a Knowledge Management methodology and a specialized Knowledge Management solution, streamlines your support workflow to be able to resolve more incidents with your existing resources. Adopting the KCS methodology helps service organizations to know exactly what to do to get great results.

Barclay Rae, the CEO of itsMF UK, talks to Lena Storvinge, The Head of Training & Consulting at ComAround, about the challenge of Knowledge Management. The interview is divided in three parts.

Part 1 – What is knowledge management?
Part 2 – What is KCS? – the 90/90 rule? What is the biggest challenge to make Knowledge Management work?
Part 3 – About ComAround and the future of service organizations

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The Digital Native – A challenge or a source of power within the support organization?

Digital Native, whatever we call them, there will continue to come new younger groups of people that has a new relationship to everything that is digital and new technology then previous groups. It can be a challenge but also a great source of power.

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6 Valuable Tips for dealing with Legacy Data

Legacy data is a common and often frustrating issue to handle. This article will give you the knowledge needed to begin dealing with it effectively.

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