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ZDNet Resources
- Best Practices in Knowledge Management for Customer Service: Optimizing Knowledge Resources to Drive Customer Value
- In support and customer service, Knowledge Management KM refers to the strategies and tasks associated with developing and delivering relevant knowledge, efficiently and quickly, to meet evolving customer and support needs. Effective support KM optimizes both knowledge creation and delivery inherently in the KM process. Knova's approach to support knowledge...
- Tags: Customer Service, Knova Software Inc., Knowledge, Best Practice, Knowledge Management, Strategy, Enterprise Software, Software, Management
- White papers 2005-07-14
- Improving Service & Support with Service Resolution Management (SRM)
- With research from the SSPA showing that at least 82% of the cost of delivering support comes from resolving customer issues, Service Resolution Management has become the new buzz in service and support. Previous point technologies such as search engines, scripting tools or simple knowledge bases only...
- Tags: Knova Software Inc., Agent, Service Resolution Management, Real Estate, Strategy, Business Operations, Management
- White papers
- Supercharge Customer Service With Intelligent Search and KM
- Bad customer experiences with agents, self-service or channel partners drive higher support costs and lost business. This webcast provides insights of IDC's top CRM analyst as she explores the power of integrating intelligent search and knowledge management with a CRM application.
- Tags: Customer Service, Knova Software Inc., CRM, Knowledge Management, Business Intelligence, Customer Relationship Management (CRM), Advertising & Promotion, Strategy, Enterprise Software, Software, Data Management, Marketing, Management
- Webcasts
- Making Every Agent Your Best Agent
- Customer service organizations of all sizes face challenges like these, and those that succeed in this environment are leveraging knowledge management and search technology to automate the issue resolution process and provide service above and beyond their customers' expectation. This webcast discusses the ways Service Resolution Management SRM optimizes customer...
- Tags: Customer Service, Knova Software Inc., Agent, Real Estate, Product Marketing, Knowledge Management, Customer Relationship Management (CRM), Business Operations, Marketing, Enterprise Software, Software
- Webcasts
- Industry Best Practices: Knowledge-Centered Support
- While CRM and help desk applications automate key processes around case management, the problem resolution process still consumes over 80% of ongoing support costs. Cost savings reside in the ability to resolve issues efficiently and reduce escalations. Knowledge-Centered Support KCS is a set of practices that empowers agents and drives...
- Tags: Knova Software Inc., Knowledge, Industry, Help Desk, Call Centers, Strategy, It Operations, Management
- Webcasts
- Extending CRM With Self-Service and Knowledge Management
- This webcast provides insight into the current service environment with a focus on combining SRM and CRM for improved success. Epiphany already knows the power of great CRM solutions? they build them, and they use them in their own support center. They knew that to deliver seamless service resolution across...
- Tags: Knova Software Inc., Knowledge, Knowledge Management, CRM, Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, Strategy, Software, Marketing, Management
- Webcasts
- Delivering Customer Service in a Time of Crisis
- Effective crisis planning, management and recovery are no longer limited to basic IT considerations. Customer service and call center operations are not only mission-critical assets but also serve mission-critical assets - the customers. With customer service increasingly a differentiator and driver of customer loyalty and value, the handling of these...
- Tags: Customer Service, Knova Software Inc., Product Marketing, Customer Relationship Management (CRM), Asset Management, Marketing, Enterprise Software, Software, Operational Planning, Business Operations
- White papers
Additional Resources
- Video: Adobe unveils 'Project Genesis'
- At the Office 2.0 Conference in San Francisco, Matthias Zeller, product manager at Adobe, demonstrates a prototype of the enterprise desktop client called "Project Genesis." The new software allows business users to create custom workspaces by combining and sharing applications, video, Web sites, and office documents. by Larry Dignan
- Tags: Adobe Systems Inc., Video, Corporate Communications, Marketing, Larry Dignan
- Blog posts 2008-09-06
- Judge finds Oracle's Ellison withheld evidence
- According to Bloomberg, in a ruling that has important implications for Larry Ellison, Oracle's CEO and the company itself, district judge Susan Illston found that Ellison: ...deliberately destroyed or withheld e-mails and failed to preserve tape recordings that should have been turned over to lawyers for shareholders suing him......
- Tags: Oracle Corp., Susan Illston, Larry Ellison, Dennis Howlett
- Blog posts 2008-09-05
- The Linux laptop goes to school
- The Linux laptop goes to schoolOn the Mouse Buttons ...[i]Robin’s biggest complaint was the slow response of the mouse buttons. But it’s something you can get used to, she said.[/i]Don't use the mouse buttons they're too slow, instead use the tap, double tap and side scroll features on the touchpad....
- Tags: UNIX, Operating systems, Mice, OPEN SOURCE, Linux, mouse, Linux laptop, laptop computer
- Discussion threads 2008-09-05
- The Linux laptop goes to school
- This is not a PC you load with additional hardware, or much additional software. This is more like a cell phone, something you toss in your backpack and use on-the-run. by Dana Blankenhorn
- Tags: Linux Laptop, Laptop Computer, Linux, UNIX, Keyboards, Operating Systems, Open Source, Software, Hardware, Peripherals, Dana Blankenhorn
- Blog posts 2008-09-05
- Preview: Plusmo Pro Football Live app (updated)
- As you already know I really want a good NFL application for the iPhone. Now that it's NFL season and it would be great to track teams, players and games in progress – especially when you can't be in front of a television. As I've I mentioned...
- Tags: Apple iPhone, NFL, App, Plusmo Pro Football Live, Plusmo NFL App, Games, Digital Music, Digital Media, Personal Technology, Consumer Electronics, Jason D. O\'Grady
- Blog posts 2008-09-05
- Yes, we know it's a problem. No, we have no budget.
- A survey by data center infrastructure company Voltaire indicates that while a vast majority of data center professionals believe that running a green data center will become a mission-critical agenda item, they haven't set aside the money to support it. Close to 90 percent of the executives...
- Tags: CIO, Data Center, Voltaire Inc., Data Centers, Storage, Hardware, Data Management, Heather Clancy
- Blog posts 2008-09-05
- What went wrong with Joost's desktop client?
- What went wrong with Joost's desktop client?That explains it....The client was invisible to the user as a cost-saver, rather the cost savings were apparent to the video distributor. So, how does the client app make itself valuable? Joost had several interesting features besides this P2P media capability, but it also...
- Tags: Joost, desktop client, desktop
- Discussion threads 2008-09-05
- Mainstream media writes Windows obit
- Mainstream media writes Windows obitMS should have never...killed off XP. Especially when such a huge segment of the market is tired of being forced fed what they do not want.This article makes a good point about users beginning to realize that as long as they can hit the web rather...
- Tags: Operating systems, Microsoft Windows Vista (Longhorn), LIKE IT, Microsoft Windows, Hewlett-Packard Co., mainstream media, Windows obit, Microsoft Windows Vista, obit, Microsoft Corp., operating system
- Discussion threads 2008-09-05
- Adobe unveils 'Project Genesis'
- At the Office 2.0 Conference in San Francisco, Matthias Zeller, product manager at Adobe, demonstrates a prototype of the enterprise desktop client called "Project Genesis." The new software allows business users to create custom workspaces by combining and sharing applications, video, Web sites, and office documents.
- Tags: Adobe Systems Inc., Corporate Communications, Web Site Development, Marketing, Internet, Adobe, Project Genesis
- Videos 2008-09-05
- Mainstream media writes Windows obit
- Wow, a tough day for Windows. BusinessWeek reports that HP, the world's biggest PC company, is so troubled by Vista's 'tepid reception' and Apple's resurgence that it is developing its own operating system. Meanwhile a New York Times columnist writes on his blog that Windows is "already...
- Tags: Dell Computer Corp., Hewlett-Packard Co., PC, Microsoft Windows Vista, Mainstream Media, Microsoft Corp., Web Browser, Microsoft Windows, Linux, Operating Systems, Software, John Morris
- Blog posts 2008-09-05
- The Office (2.0): No paper? No problem.
- I think I may have been the only person at this week's Office 2.0 conference using - gasp! - a pen and paper. There was no program "book" when I registered - the agenda was online only. And none of the exhibitors handed out press releases on paper - though...
- Tags: Document, Microsoft PowerPoint, Appirio, SlideRocket, Digital Signatures, Collaboration, Productivity, Groupware, Fax, Microsoft Office, Security, Enterprise Software, Software, Office Suites, Sam Diaz
- Blog posts 2008-09-05
- Google Chrome vulnerabilities starting to pile up
- Google Chrome vulnerabilities starting to pile upGoogle Chrome vulnerabilities starting to pile upFile this in the "No Surprise" category. The shoddy programming at Google which has been reflected on many of their applications and services should come as no surprise to anyone on Chrome. Google is trying to live...
- Tags: SECURITY, Google Chrome vulnerability, Google Inc., Google Chrome, vulnerability, Chrome, programming
- Discussion threads 2008-09-05
- Google Chrome vulnerabilities starting to pile up
- [ UPDATE: See below for Google's official response to these issues ] Security vulnerabilities in the new Google Chrome browser are beginning to pile up. Following our coverage of the carpet bombing combo threat and denial-of-service crashes, several readers have sent pointers to...
- Tags: Google Inc., Vulnerability, Web Browser, Google Chrome, ModSecurity, Web Browsers, Security, Internet, Ryan Naraine
- Blog posts 2008-09-05
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White Papers and Webcasts
In this Super Techies interview, larger-than-life techie Marc Canter talks with ZDNet's Editor in Chief Dan Farber about his career as a multimedia pioneer.
Designed specifically to address the concerns of senior IT managers at organizations with more than 100 employees, the Intel Premier IT Professional Program provides best practices via local and e-Seminars and a members-only Web site.
