Knowledge management case studies

Assess new directions in knowledge management. Staff planning was a time-consuming and labour-intensive task. Union representatives still check the schedules each time they are produced to ensure rule-compliance, but in practice the rosters are near faultless and queries have practically been eliminated, so this process has been streamlined.

In the Case Study Collectiona complete case typically includes two separate files: The focus is not only on finding the right answers but on finding the right questions. Currently, VCS operates 16 sites across Germany and employs about 3, highly skilled agents.

Multi-skill scheduling functionality — True multi-skill scheduling unlocks pooling efficiencies, which enables contact centres to do more with less. They service well overcustomers and also provide housing-based support programs that provide one-on-one care for people who are dealing with issues related to alcohol, drugs, and domestic violence—to name but a few.

In this perspective, the objective of business strategy is not to indulge in long-term planning of the future, at least in the traditional sense. The team at Cofely explain the additional benefits they have derived from injixo in the following YouTube video: Rather, such strategies will depend upon developing interpretive flexibility based upon diverse and multiple interpretations of the future.

Most management texts have defined and explained management in terms of control exerted by managers. It employs 65 full-time agents, including 3 part-time staff, to manage enquiries and support for its ten different product types and services. Caselets are similar to case studies in that they may either describe a sequence of events or put forth an issue or problem that requires decision making.

To gain all the advantages of their scope and scale by integrating technical, scientific, and commercial knowledge deeply and rapidly across the global enterprise Process Operations Value Process OVP The OVP tool was developed to be a common process for Operational Excellence across business units by: But, do we have another option for resuscitating these disciplines of knowledge that we so cherish.

Neither of the opposing camps can ignore the fact the business performance of IT derives not from IT investments alone that is, if IT matters but depends on whether and how IT is used [1, 2, 11].

CRM systems focusing on maximizing transaction values are "ultimately doomed.

Workforce Management Case Studies

Before implementing injixo WFM, Phocus Solutions were using spreadsheets which they found to be extremely tedious.

The call centre typically receives overcalls each week, however, call volumes can vary significantly according to factors such as holidays and half-terms, so the centre has to be flexible enough to accommodate volumes that range between 10, and 40, calls a day.

Case Studies

Implementing a workforce management solution would help Ingenico to balance resources with call demand more effectively and create efficiencies in the planning process, particularly around managing agents. Due to its specificity, the faculty can lead the students to focus on narrow issues within the topic — for example, in a marketing class, the use of buzz marketing as a promotional tool.

Improved agent participation in the planning process — The Book People has found that the self-service agent portal injixo Me enables agents to be more proactive through schedule viewing and holiday requests. InVision Enterprise WFM iWFM had proven its functionality and reliability as a high quality solution partner at the parent company for more than 10 years and also was deployed by Vivento right from the beginning.

Drawing upon an endogenous view of behaviors, this research makes three key contributions. The benefits Agents appreciate the flexibility of the schedules and feel more ownership and personal responsibility as a result. Baseline and it sister publication, CIO Insight, have done several knowledge management case studies over the years.

Here we invoke five that show how organizations of various shapes and sizes overcame the deployment challenges they faced. Knowledge Management Case Studies, Knowledge Management Case Study, ICMR develops Case Studies, Micro Case Studies, Latest Case Studies, Best Selling Case Studies, Short Case Studies, business research reports, courseware - in subjects like Knowledge Management Cases, Marketing, Finance, Human Resource Management, Operations, Project Management, Business Ethics.

Knowledge Management Case Studies

Case Studies in Knowledge Management Enghouse has been helping companies with knowledge management by using industry best practices and developing strong, reliable knowledge management strategies.

Below is just some of the work we have done to help our clients increase customer satisfaction while also improving support site A Case Study of Knowledge Management Implementation for Information Consulting Company International Journal of The Computer, the Internet and Management Vol.

No.3 (September-December, ) pp  · Knowledge Management at Goddard - Case Studies.

Knowledge & Insights Centre

The OCKO has developed over 50 case studies to enhance learning at workshops, training, retreats and conferences. Case studies make mission knowledge attractive and engaging by involving people in the decision making /organizations/OCKO/casestudies/  · knowledge management is a discipline that seeks to improve the performance of individuals and organizations by maintaining and leveraging the present and future value of knowledge

Knowledge management case studies
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Knowledge - Wikipedia