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Knowledge management strategies have expanded far beyond the traditional support knowledgebase. Not only have all service disciplines, including field services and professional services, begun focusing on knowledge, but multiple industry trends, including collaboration, communities, and expertise management, are all transforming how companies capture, share, and maintain tacit knowledge. In this session, find out the results of TSIA's 2014 Knowledge Management survey, with a focus on Pacesetter practices such as:
In addition, find out industry averages for key operational metrics and processes, such as time to publish, mobile access, knowledge centered support (KCS) adherence, and knowledge staffing levels.
Publish Date: October 22, 2014
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Peg Rodarmel, SVP, Subscription Services, Infor
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