Knowledge management in the call center: Top 10 buzzwords

Knowledge management is a complex concept that has a wide variety of terms and definitions associated with it. We've compiled this list of knowledge management buzzwords specifically for the call center.

 

Knowledge management is frequently used in the call center, but there are a variety of terms associated with the concept that are less commonly known. We've compiled this list of buzzwords on knowledge management specifically as it relates to the call center.

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Table of Contents

Knowledge management in the call center: Top 10 buzzwords 
1. 'Home grown' knowledge management systems
2. Knowledge base
3. Knowledge warehouse
4. Chief knowledge officer (CKO)
5. Web self-service
6. Database of record
7. Metainformation
8. Metadata
9. Expert system
10. Personality profile

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The top 10 knowledge management buzzwords

 'Home grown' knowledge management systems are designed by an organization for their own use as opposed to buying a packaged product from a vendor. They are extremely popular for smaller call centers, especially those providing customer support.

  • Read about other call center technology must-haves.

    A  knowledge base is a centralized database of dynamic information. As part of a knowledge management system, a knowledge base is used to optimize information collection, organization and retrieval for an organization. In CRM, knowledge bases are often used to give customers easy access to information without having to contact a customer service representative.

  • See how organizations are using knowledge bases to provide good customer experiences.

    A  knowledge warehouse is where knowledge is developed, stored, organized, processed and disseminated in a knowledge management system. Users interact with a knowledge warehouse through a portal-like interface that enables access to customized information.

    The  chief knowledge officer (CKO) oversees knowledge management within an organization.The CKO is responsible for maximizing the return on investment (ROI) of knowledge, promoting best practices and fostering innovation, among other things.

  • Get the 10 principles for knowledge management success.

     Web self-service is a version of electronic support, or e-support, that allows users to access information and perform tasks over the Internet. Knowledge management tools allow customers and call center agents to access the same database of information at the same time through Web self-service.

  • See how one bank is implementing employee self-service and a knowledge base.

    A  database of record (DBOR) is a repository of information about objects or people and is often maintained by businesses to store information about clients or customers. By using a DBOR, organizations can tailor services to individual users, target promotions to specific customers and optimize and personalize customer service support.

     Metainformation is information about information. For example, if a document is considered information, then its title, location and subject are metainformation. In knowledge management, data, information and knowledge are distinct from each other and have a hiearchical relationship.

  • Learn how information is gathered and organized in knowledge management.

     Metadata, similar to metainformation, is data about data. The prefix meta means "an underlying definition or description" in most information technology usages.

  • Find out how metadata is helping call center managers improve customer service.

    An  expert system is a computer program that simulates the judgement and behavior of a human or organization. An expert system typically contains a knowledge base containing information and rules for applying the knowledge base to each situation the program encounters.

  • Learn how virtual agents use expert systems in the call center.

    A  personality profile is a knowledge management tool used to maximize an employee's job performance and contribution to the company. The profile includes information about an employee's personal attributes, values and work ethic and is used to match employees to tasks or projects well-suited for them.

     


    For more on this topic, visit the Call Center Manager Learning Guide.

     

This was first published in February 2008

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