What are your organizations Knowledge Initiatives for 2016?

No matter if an organization is starting their Knowledge journey, or if they are maturing their Knowledge Centered Support processes in a phase II or III, the first months of the year are the time to plan and set the goals for the 2016 Knowledge Initiative.

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Knowledge – The shift to good enough

The traditional viewpoint that every article created should be perfect has no connection to how we consume and process information. Support organizations that realize it’s impossible to create perfect knowledge articles will succeed with knowledge management. Successful support organizations develop methods for the early identification of new issues, and they create effective articles that resolve the new issues.

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How to motivate your employees to use their new Knowledge Tool

Your organization has spent many hours researching, selecting, and launching a great new technology. A cloud based knowledge solution will revolutionize the way your organization brings company knowledge together. The challenge is making sure that your employees will adopt and work with the knowledge tool, versus continuing the habit of contacting the service desk first?

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Are you encouraging your employees to share their knowledge?

In the past companies suffered because employees were sitting on knowledge and not sharing it with their colleagues. The end result has been that employees were not working effectively since they have had trouble accessing critical organizational knowledge. Luckily, this trend is changing.

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3 steps to “On-boarding” success with Self Service

Can something as simple as introducing 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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Common questions related to the adoption of KCS

Many support organizations have started to align their support model with Knowledge Centered Support (KCS) as their methodology for working effectively with knowledge. In this article we reply to the most commonly asked questions related to the adoption of KCS.

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How do you evaluate employees without rating them?

More and more companies move away from the traditional rating-based performance model in the organization. It makes sense to focus on goals instead of activities. You want your company (and employees) to grow and develop, and in order to do so, you need to focus on the right things. Measuring activities will give you an unfortunate result as your staff will focus on achieving what you are asking for, and nothing more.

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Great focus on Knowledge at Fusion 15 in New Orleans

ComAround was recently a vendor sponsor of the Fusion 15 Conference & Expo in New Orleans. The discussions have definitely changed since last year’s conference, with an increased focus on knowledge. Many of the attendees we spoke with had great interest in learning how to effectively leverage their existing knowledge base.

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Your first line resolution should be low!

It is an undeniable fact that CIO´s and CFO´s across the globe’s Fortune 500 companies have measured how well their company’s first line resolution rate performs as an important KPI. The higher the resolution rate the better. I dare to say “No”.

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Cherwell – integration that’s making a difference

As a partner of Cherwell, ComAround was a platinum sponsor at the third annual Cherwell Global Conference in Colorado Springs on September 1-4. The many interesting discussions we had with the attendees demonstrated that there is a great need for accurate and relevant knowledge base content within support organizations today.

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