Gearing up for TSW: Killer KM Content

The majority of my SSPA member inquiries are regarding some aspect of knowledge management (KM) and search, and increasingly I’m receiving similar inquiries from TPSA and AFSMI members.  KM is definitely a cross-service concern.

We are only two weeks out from Technology Serviced World-Vegas, with a conference track dedicated to KM.  Technology support organizations are pushing the envelope with KM in many ways, and attending these sessions is a great way to find out what’s working, what’s not working, and what ‘bleeding edge’ means in the fast changing world of KM.  Here’s a sneak peek of what we’ll be talking about at TSW:

First up is a session I’m excited about: “Quarterback Ratings and Knowledge Management: Maximize the “Pass Efficiency” of Your KM Users” by Jeff Harling, Global Process Manager for Knowledge Management, Avaya. Avaya recently won our STAR Award for Best Knowledge Management Practices, and they have lot of great insight to share. In this session, hear about the latest innovative KM project at Avaya–measuring participation in their knowledge management program. By normalizing across eight key data points similar to a passer rating or football “quarterback rating,” they are creating an aggregated approach to defining the value of each and every KM user. This presentation will look at the algorithm methodology, how it was created, and how it is being implemented into an on-demand report for an organization of over 6,000 associates.

My next big research project is a market overview of search technology. The world of enterprise search is encroaching on our KM-specific search universe, and now there are products serving both domains.  Here are 2 sessions that will help you learn more.  The first is: “Using Information and Knowledge Access Solutions to Lower Service Costs and Increase Customer Trust, Loyalty and Engagement,” by search vendor and SSPA partner Coveo. Coveo will co-present with one of their customers, a leading technology provider, about how their use of enterprise search has evolved from a single departmental implementation to supporting all call center and extranet content.

The second search-related KM session I encourage you to attend is a panel discussion of InQuira customers, led by InQuira’s Chris Hall. Chris and I did a recent webcast on KM best practices that had a very large audience and lots of great questions from attendees. If you want to know the truth about resource and maintenance requirements (a common inquiry topic) for search technology, this is your chance to hear it from real-world users.

If your interest in KM is more on the social media side, you will definitely want to attend this session, “Top 10 Things Online Support Communities Have Taught HP,” by Lois Townsend, Global Manager, Social Media Strategy, HP Consumer Support Operations, Hewlett Packard. Customers are blogging, posting, and tweeting about the problems they are facing and the questions they have. Lois is responsible for determining how HP should use social media to answer them. With more than 290 million customer interactions last year alone, this is no small task. She will give the top 10 lessons HP learned in the last year for you to take back and apply to your support organization.

Thanks for reading, and I look forward to seeing all of you in 2 weeks in Vegas!

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