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Most organizations see it as using technology to share critical information. KM, to many businesses, is maintaining a document repository that lets engineers share design data or consultants exchange best practices. To contact center and helpdesk managers, KM usually means providing agents with a problem resolution tool, which could be anything from a simple answer database to a sophisticated guided help system. We take a broader view of KM and define it as a set of practices to maximize the business value of an organization’s knowledge by gathering, maintaining, and delivering it at critical points in business processes. In this paper, we begin by explaining why KM is critical for service organizations both big and small. Then we present best practices gathered from successful KM initiatives of Global 2000 companies. The last section of the paper describes eGain’s innovative and award-winning KM tools.
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