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Four Reasons You Love to Hate Your Knowledgebase—How to Mend a Broken Relationship with Your Knowledge Assets

Produced April 22, 2010

Presenters:

John Ragsdale, VP of Technology Research, TSIA
Seth Marlowe, Director, Americas Sales, Consona

Event Summary:

The honeymoon is over. Service and support managers are throwing up their hands in frustration over outdated, ineffective or otherwise broken knowledgebases. There are many reasons for this trend, and the results can have devastating effects on the customer experience.

We covered all the reasons you love to hate your knowledgebase, as well as the questions you should be asking to figure out if it’s time for a breakup:

• What are the metrics we should be using to truly measure success?
• Is it time to turn to best practices such as KCSsm?
• Can I depend on the Cloud for hosting my service and support apps?
• and much more ...

Questions?
Please contact Stacy Randolph at stacy.randolph@tsia.com