Collective Wisdom:
Transforming Support with Knowledge

 

© FT Works 2008, 2007. Unauthorized reproduction prohibited.

Thanks, Dave! Collective Wisdom is a comprehensive, pragmatic guide to the proven knowledge management (KM) techniques that will help you to drive down the cost of service delivery while improving customer satisfaction. It provides real-world case studies to illustrate emerging best practices in the hot areas of self-service, just-in-time knowledge transfer, and knowledge base quality.

 

Collective Wisdom is for:

 

·        Support managers and executives who need practical guidance on planning, deploying, and evaluating knowledge management initiatives in their operations.

·         Support professionals who are involved in implementing or running knowledge management initiatives.

·         Executives who want to better understand how knowledge management can generate healthy savings for Support and how they can lead their companies in that direction.

 

Outline

·          Creating and publishing knowledge

·          Maintaining the knowledge base

·          Using the knowledge base for self-service 

·          Staffing for knowledge management

·          Implementing a knowledge management initiative

·          Technology and tools for knowledge management

·          Metrics and measurement

·          The future of knowledge management

If you prefer to pay by check, please contact us.

$50 for regular shipping to a U.S. address (including tax)
 

 

 
$65 for express shipping worldwide
(overnight to U.S. addresses)

 

 
 

 

 

 
 

I wanted to write you on my initial reaction to your book. It's excellent! You have covered the practical topics of KM deployment and management in a very accessible manner. I went through an RFP process and learned a lot through solo research and dealing with many salespeople. Your book would have saved me many months of work.

Dave Moloney

Director of Customer Relations at Palm

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