judith meskill - soc.media.rocks

Andy Shaw writes for ITBusiness.ca--Knowledge management promises huge returns on even smalll investments.
A great article on reducing 'knowledge management' to single syllable speak. Andy supplies a simple explanation of how eGain is helping its clients to improve service by utilizing KM techniques.
 
Here's an excerpt:
 
"...Today, thanks to computers, we can manage our knowledge much better. At best, knowledge management is not just a technology but a whole strategy complete with a set of best practices. And when embraced by an organization there's a remarkable ROI. For instance, in a typical call centre operation, reports eGain, repeat calls and incorrect transfers drop 30 per cent; training of new operators takes 80 per cent less time; and the number of complaint calls that get "first time fixes" rises by 24 per cent.
 
What's more, when your call centre people know how your Web portal works, the overall volume of incoming calls tends to drop dramatically.
 
If only we had a better term for knowledge management -- so more of us can first know what it means and then figure out how to reap its benefits.
 
My suggestion? We could think of knowledge management simply as a modern day version of old fashioned know-how..."