Knowlwedge Management for Help desk and Customer Care: How to build an effective knowledge base - a roadmap to success
| Author | : | |
| Rating | : | 4.49 (604 Votes) |
| Asin | : | B0735C4B27 |
| Format Type | : | |
| Number of Pages | : | 567 Pages |
| Publish Date | : | 2013-08-09 |
| Language | : | English |
DESCRIPTION:
Indeed, a roadmap resulting from the concepts as well as the experience and a certain creative boldness of this author is presented. This book is divided into two parts.In its first part, it presents conceptual core definitions of knowledge management, with a theoretical basis and synthesis arising from research made in several publications, among books, articles, white papers and blogs. It is not a work which exhausts the subject, although it is a good reference for those wishing to be introduced to the issue.The objective is to present a practical proposition for development of initiatives of knowledge management applied to help-desk and customer-care. As the theoretical concepts are presented and explained, and that, therefore, a contex