IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
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Knowledge Management for Practitioners

Course Description
In today’s fast-paced support industry, it is essential to know how to leverage an organization’s knowledge. This two-day course will review the methodologies and strategies for incorporating Knowledge Management in your organization.

Who Should Attend
The course is designed for support professionals that will play an active or supportive role in a Knowledge Management implementation. Any support organization that is considering implementing KM, is in the process of implementing, or has implemented and is struggling with their implementation. The course does is not aligned with a specific technology and does not discuss specific vendor solutions. The course is well designed for first-level managers, supervisors, and project leaders that have responsibility for the KM implementation. Individuals that will be knowledge engineers for the support center will also benefit from the many tips shared and by having a broader understanding of knowledge management.

 

Should you attend?
Consider the following questions.

  • Have you implemented knowledge management in your support center?
  • If you have implemented KM, are you struggling to meet your goals?
  • Have you defined the Return On your KM Investment?
  • Does the support staff fully support your KM initiative?
  • Have you given customers self-service access to you knowledge base?
  • Are your solutions written to a quality level that is acceptable to your customers?

 

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  • Do you know what solutions should be included in your knowledge base?
  • Are other departments in your organization providing you knowledge?
  • Do you capture solutions in the support process so that you can leverage that knowledge in the future?
  • Do you struggle to find solutions that you know are in the knowledge base?
  • Have you defined a workflow process to insure quality solutions are written well and are the correct solutions?
  • Have you selected a technology to enable knowledge management?
If you have answered “No” to any of these questions, then this course will be valuable to you.

What You'll Learn
  • How knowledge management affects the people and processes within the support center.
  • How the organization benefits from implementing knowledge management.
  • How customers benefit from having access to the knowledge base.
  • How to calculate an ROI for knowledge management.
  • When to leverage Proactive and Reactive knowledge management.
  • How to create quality knowledge.
  • How to manage knowledge.
  • How to implement a knowledge management initiative.
  • More about technology so that you can properly evaluate vendors’ solutions.
To Register
For more information or to register by phone, contact IHS at (800) 673-2241 or email us at info@ihssupport.com.