Page Title

COLLECTIVE

Wisdom

Collective Wisdom is the first book on knowledge management for the support industry. It’s a pragmatic guide for support center managers and executives who want to apply proven knowledge management techniques to drive down the cost of service delivery while improving customer satisfaction.

It covers all aspects of knowledge management in support centers including staffing, processes, change management, tools, and metrics. It uses case studies to illustrate best practices for self-service, just-in-time knowledge transfer, and knowledge base quality.

Transforming Support with Knowledge

Collective Wisdom is for:

· Managers who need practical guidance in planning and executing knowledge management initiatives. Take a peek...

· Support professionals managing—or just using—a knowledge base. Take a peek...

· Executives who want proof that knowledge can let them scale their organizations while keeping budgets in check and satisfaction high. Take a peek...

"I'm very impressed with Collective Wisdom's ability to lay out a clear and compelling story of the growth of Knowledge Management as a key business discipline. David and Françoise's book provides a rich 'how to' -- and 'how not to' -- guide: I plan to make it a must-read for my knowledge engineers and senior staff at Openwave."

Brad Smith,

Global VP of Technical Product Support

Openwave