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