The 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
Knowledge-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
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.
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.
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.
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.
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
After spending three days at the HDI conference in Orlando, the world’s largest helpdesk and service desk event, I can say that American companies and organisations are currently focusing strongly on introducing Level Zero support, which is the level before first line where users can help themselves.
Can something as simple as on-boarding new staff the right way really improve a large company’s performance? My answer to this is YES, it really can! The key is keeping the information they need where the employees go to find the answers to all their questions – in the self service solution.
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