KnowledgeTraks Consulting Services Enables World Class Customer Support

June 07 20:15 2017
Many organizations recognize that Knowledge Management (KM) is the key to improving the quality and efficiency of customer support services. Most acknowledge that the proactive KM approach called Knowledge Centered Support (KCS) is an investment with proven results. A successful KCS implementation guarantees a wealth of available, usable knowledge to dramatically improve the customer support experience, and accelerate innovation and creativity.

Fairview, Utah– Many organizations recognize that Knowledge Management (KM) is the key to improving the quality and efficiency of customer support services. Most acknowledge that the proactive KM approach called Knowledge Centered Support (KCS) is an investment with proven results. A successful KCS implementation guarantees a wealth of available, usable knowledge to dramatically improve the customer support experience, and accelerate innovation and creativity.

Although a high percentage of attempts to implement KCS either fall short of expected results, or fail entirely, KnowledgeTraks Consulting Services has a proven implementation strategy that enables success, but also significantly reduces the cost of implementation. According to Tom Fuhriman, the founder of KnowledgeTraks, “We have been successfully implementing KCS since 1999. It seems complicated, but becomes dramatically easier when the right foundation is in place. That is where we excel. The other key is recognizing and avoiding the pitfalls inherent in adopting KCS, or any KM system.”  He added that this foundation is built on a true knowledge-centric culture, something very few people understand and even fewer have the skill and expertise to drive.

For customers, KCS (Knowledge Centered Support) means less time waiting in queue, less time achieving a successful resolution, and a more consistent and professional interaction with the support team. More importantly for most customers, it also means the ability to resolve a high percentage of their issues accessing the knowledge directly and bypassing the support team entirely. It’s the difference between a frustrating, negative experience, and a pleasant, positive one.

KnowledgeTraks Consulting Services ensures success in a way that is sustainable, scalable, and continually improving. It solves the organizational challenge of, “we don’t know what we don’t know, in fact, we don’t even know what we know.” This is a common issue as products and services become more complex interdependent, and work becomes distributed across locations and silos.

Because their clients avoid the common mistakes so many organizations make, they make this difficult transition at a fraction of the cost and work most organizations invest. Because everything is built on a sustainable knowledge culture, they also avoid the “one-year-slump” most organizations experience. At the end of the first year, most find they have too much “junk” in the knowledge base, their teams have lost much of their initial enthusiasm, and participation is starting to lag. This is avoided entirely by following the KnowledgeTraks’ strategy.

KnowledgeTraks Consulting Services also provides training for firms implementing KCS for the first time, or the third time. KnowledgeTraks Consulting Services has consistently led its clients to success. Compaq’s branches in Houston and Dublin saw major increases in the number of relevant, timely, usable articles available for their employees. Customers were excited to have their concerns solved on the first try with a faster resolution time. Altiris adopted the KnowledgeTraks’ Knowledge Management Strategy and saw staggering increases in every support metric they had been using, as well as a number of new metrics adopted as part of that strategy. The smallest increase was over 300% and most metrics saw increases exceeding 1,000% – in less than a year.

KnowledgeTraks Consulting Services, like most external consultants, provides neutral and objective assessments of the firm’s current situation, across all dimensions of the knowledge lifecycle. KnowledgeTraks Consulting Services is located at PO BOX 282 Fairview, Utah. They can be reached at (435) 469-0948, or one can send queries to info@knowledgetraks.com. For more information, visit their website at http://www.knowledgetraks.com/.

Media Contact
Company Name: KnowledgeTraks Consulting Services
Contact Person: Tom Fuhriman
Email: info@knowledgetraks.com
Phone: (435) 469-0948
Address:PO BOX 282
City: Fairview
State: Utah
Country: United States
Website: http://www.knowledgetraks.com/

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