TSIA Report: Leveraging Analytics to Boost KM Success

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According to years of research by TSIA, knowledge management solutions for customer service & support have a poor track record of success. Although a new KM program may get off to a great start, by year two, interest and resources begin to wane, content grows stale and unreliable, and both employees and customers click elsewhere for information.

Two technologies are reversing this trend: unified search, which connects to many sources of information, and analytics, which provides a way to monitor knowledge use and optimize results for agents and customers.

Read this report to:

  • Learn why unified search and analytics are critical to the long term success of every KM program
  • Understand the role of analytics -- particularly content gap analysis, knowledge usage analysis, and relevance analysis -- in sustaining ROI of your KM investments
  • Find out how you could integrate analytics into your KM program

Companies launching a new KM product and/or process, considering a new customer self-service portal or community, or trying to keep a mature program going would benefit from understanding how analytics can be used to improve knowledge management success.

According to years of research by TSIA, knowledge management solutions for customer service & support have a poor track record of success. Although a new KM program may get off to a great start, by year two, interest and resources begin to wane, content grows stale and unreliable, and both employees and customers click elsewhere for information.

Two technologies are reversing this trend: unified search, which connects to many sources of information, and analytics, which provides a way to monitor knowledge use and optimize results for agents and customers.

Read this report to:

  • Learn why unified search and analytics are critical to the long term success of every KM program
  • Understand the role of analytics -- particularly content gap analysis, knowledge usage analysis, and relevance analysis -- in sustaining ROI of your KM investments
  • Find out how you could integrate analytics into your KM program

Companies launching a new KM product and/or process, considering a new customer self-service portal or community, or trying to keep a mature program going would benefit from understanding how analytics can be used to improve knowledge management success.