These assets may include databases, documents, policies, procedures, and previously un-captured expertise and experience in individual workers.” What is Knowledge Management for Customer Support?įor customer support teams, knowledge management involves the information assets associated with keeping customers happy. “Knowledge management is a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise’s information assets. Knowledge management, according to the all-knowing Google, is “efficient handling of information and resources within a commercial organization.”īack in 1998, Gartner offered a definition of knowledge management which would become one of the most frequently cited:
And you put all your important information here:īesides Dunkaroos and inflatable furniture, the 90s also gave birth to the phrase “knowledge management,” according to.
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