SELF-SERVICE & KNOWLEDGE SUCCESS
Successful self-service and knowledge management in a service organization
de Per Strand, Lena Stormvinge
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On peut trouver ce livre dans les librairies en ligne, comme Amazon.com, à l'aide des numéros ISBN ci-dessous :
Couverture souple ISBN :
9781366821157
Couverture rigide, jaquette ISBN :
9781366821140
À propos du livre
Are you interested in learning how to implement successful self-service and knowledge management in your service organization?
Basic knowledge and understanding is the first step towards any change that is intended to provide new advantages and increased benefits. Customers must come first and customer success and loyalty is still our primary goal. However, everything else has changed due to the shift in technology and new behaviors. Service organizations that miss the opportunity to change reduce the value they create and will undoubtedly fail.
The reader will obtain an in-depth understanding in these areas, as well as receiving concrete tips and recommendations on how to introduce working methods that utilize the opportunities new technology and behaviors provide. Self-service and knowledge methodology such as KCS (Knowledge Centered Service) are creating new possibilities to generate real customer value and long-term success for service and support organizations and, on a higher level, for the whole organization. In this book, we will deal with the key aspects of "What´s in it for me?", not only for customers and management, but also for the service organization. This self-service-oriented way of working represents important new opportunities for everyone, including the service desk. There are a lot of known pitfalls when implementing self-service and knowledge but with this book the reader gets a tool to understand and start introducing working methods that utilize great opportunities and self-service and knowledge success . It includes current methods for delivering outstanding customer service and capturing and creating knowledge in the speed of speech .
With over 20 years’ experience of implementing self-service globally, the authors are some of the most experienced in the field of self-service and knowledge. Take part in their story and let you and your organization’s success start today.
Basic knowledge and understanding is the first step towards any change that is intended to provide new advantages and increased benefits. Customers must come first and customer success and loyalty is still our primary goal. However, everything else has changed due to the shift in technology and new behaviors. Service organizations that miss the opportunity to change reduce the value they create and will undoubtedly fail.
The reader will obtain an in-depth understanding in these areas, as well as receiving concrete tips and recommendations on how to introduce working methods that utilize the opportunities new technology and behaviors provide. Self-service and knowledge methodology such as KCS (Knowledge Centered Service) are creating new possibilities to generate real customer value and long-term success for service and support organizations and, on a higher level, for the whole organization. In this book, we will deal with the key aspects of "What´s in it for me?", not only for customers and management, but also for the service organization. This self-service-oriented way of working represents important new opportunities for everyone, including the service desk. There are a lot of known pitfalls when implementing self-service and knowledge but with this book the reader gets a tool to understand and start introducing working methods that utilize great opportunities and self-service and knowledge success . It includes current methods for delivering outstanding customer service and capturing and creating knowledge in the speed of speech .
With over 20 years’ experience of implementing self-service globally, the authors are some of the most experienced in the field of self-service and knowledge. Take part in their story and let you and your organization’s success start today.
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Caractéristiques et détails
- Catégorie principale: Entreprises et économie
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Format choisi: 15×23 cm
# de pages: 216 -
ISBN
- Couverture rigide, jaquette: 9781366821140
- Couverture souple: 9781366821157
- Date de publication: nov 18, 2016
- Langue English
- Mots-clés support, servicedesk, service desk, itsm, self-service, knowledge management, km, KCS, knowledge centered support, e-support, shift left, it, business it, itil
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