knowledge management

Insights

Your Customers Don't Want To Call You For Support

Kate Leggett March 4, 2016

Your customers just want an accurate, relevant, and complete answer to their question upon first contact so they can get back to what they were doing before the issue arose. Our data backs this up: 53% of US online adults are likely to abandon their online purchase if they can’t find a quick answer to […]

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Knowledge Management Delivers Real Results For Customer Service

Kate Leggett November 24, 2015

Why the continued focus on knowledge management? It’s because customers increasingly leverage web self-service as a first point of contact with a company. In 2014, web self-service was the most commonly used communication channel for customer service, exceeding phone use.  And good web self-service relies on a solid foundation on knowledge management. Companies are also […]

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The Time Is Now To Invest In Knowledge Management

Kate Leggett October 2, 2015

All that customers want these days is effortless engagement. 55% of US online adults say that they are very likely to abandon their online purchase if they cannot find a quick answer to their question. 77% say that valuing their time is the most important thing a company can do to provide them with good […]

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The New Knowledge Management: What Does A Collaborative Content Hub Look Like

Kate Leggett August 1, 2012

66% of customers say that “valuing their time is the most important thing a company can do to provide good service.” A knowledge base is typically used to empower agents and customers with answers to customer questions. But traditional knowledge management is a difficult because of the confusion around the term and its checkered reputation. […]

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What Is A Collaborative Content Hub For Customer Service?

Kate Leggett May 29, 2012

Knowledge management for customer service has always been a difficult proposition. It’s not that knowledge management fails to work; it does its job well, as proven by the numerous case studies that show real ROI, as well as the maturity of vendor solutions. The historical difficulty with knowledge management is that many buyers and users […]

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Why Don't Agents Collaborate More Often? It's Been Shown To Increase Call Resolution And Satisfaction Scores

Kate Leggett April 30, 2012

Empowering customer service agents with relevant, complete, and accurate answers to customer questions remains one of the major challenges in contact centers today. The past 10 years have seen efficiency and productivity gains squeezed out of the mechanics of routing and queueing a call to the right agent pool, screen-popping the customer information to the […]

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Standalone Knowledge Management Is Dead With Oracle's Announcement To Acquire InQuira

Kate Leggett July 28, 2011

Its exciting news to see Oracle announce its intention to acquire InQuira. We have been waiting for this news for a long time. The reasons are multifold: Today’s contact center ecosystem is complex, and comprised of multiple vendors who provide the critical software components. Read my blog post on what these critical software components are. […]

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Forrester’s 6 Categories Of Best Practices For Customer Service Knowledge Management

Kate Leggett April 7, 2011

The right knowledge, delivered to the customer or the customer service agent at the right time in the service resolution process, is critical to a successful interaction. When done correctly, knowledge personalizes an interaction, increases customer satisfaction, reduces call handle time, and leads to operational efficiencies. Embarking on a knowledge management project is hard. Concerns […]

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Social Breathes New Life Into Knowledge Management For Customer Service

Kate Leggett February 21, 2011

You have to admit that knowledge management (KM) is hard — it’s hard to explain, hard to implement, hard to do right. It’s not just technology. It is a combination of organizational realignment, process change, and technology combined in the right recipe that is needed to make KM successful. And when it is successful, it delivers real results — […]

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How Knowledge Management Can Empower Market Research Professionals

Reineke Reitsma November 1, 2010

Last week I was at Forrester's Consumer Forum in Chicago, where I gave a presentation with the title “If The Company Only Knew What The Company Knows: Introduction Of A Knowledge Center Can Empower Market Research Professionals.” For this presentation I did quite a lot of research and talked to many market researchers who have […]

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Ten Tips From The Enterprise 2.0 Conference

Nigel Fenwick June 18, 2010

This year’s Boston Enterprise 2.0 Conference highlighted good examples of how companies are tapping into social technologies to empower their employees. For example, Mitre Corporation showed how they have successfully developed a collaboration community using open source technology. The platform they developed enables them to deliver secure access to ideas, discussions and content for employees and guests. […]

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Market Researchers Need To Embrace Knowledge Management

Reineke Reitsma March 8, 2010

In the past couple of months I've been working on a document called 'Information Management For Market Researchers', released earlier this month to our dedicated Forrester Market Research Leadership Board Members. Although I can't share all lessons learned with you yet, there are a couple of insights I'd like to bring to your attention. The […]

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Microsoft Office 2010: The Odyssey Continues

Forrester July 16, 2009

by Sheri McLeish Sequels never can match the thrill of the original. But the good ones offer a compelling story of their own, develop familiar characters, and introduce something new and exciting. Last week Microsoft gave developers a backstage pass to preview Office 2010, due out in the first half of next year. The drama […]

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Knowledge Matters. (Just Ask Circuit City).

Forrester January 26, 2009

By Connie Moore You’ve probably seen them by now–the guys standing by the roadside waving big signs that exclaim "Going Out Of Business!" and promise savings of 50-70% on electronics and appliances. That’s right, Circuit City is now the latest victim of the recession of 2008-2009.  Or is it? Do you remember back in March […]

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