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Knowledge Base Software – Your Port in the Storm!

  Here in Virginia we are expecting a snowstorm later today.  While this is not unusual in some areas of the state, others rarely get snow and it can be a big disruption to businesses and local government.  Hurricanes and other extreme weather can disrupt ‘business as usual’ and leave citizens and employees wondering what to do. Knowledge base software is an excellent tool to store important information for easy retrieval during extreme weather.  Examples [...]

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TMI – Are you suffering from “Too Much Information”?

Let’s face it, it is becoming increasingly more difficult to keep up with the massive amount of information coming to us each and every day.  Eric Schmidt, CEO of Google states, “Every two days now we create as much information as we did from the dawn of civilization until 2003” [1]. Day after day, year after year information is accumulating at exponential rates.  So what can you do to be able to store and retrieve [...]

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Share Knowledge with a “Knowledge Jam” Session

Is your knowledge base 'lean' or outdated?  Let's face it, it takes work and commitment to keep a knowledge base up to date with current information.  We talk a lot about the need to schedule knowledge management and task people to review content and make updates.  Here is an idea we think is a great way to give your knowledge base a boost. Katrina Pugh, of Columbia University, suggests gathering employees (those who know and [...]

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Crafting a Knowledge Centric Support Desk

Customer Support Operations can range from basic to complex.    Most of us have come to expect automated recordings, long waits and the taxing process of having to carefully explain our situation multiple times.).  It is no wonder that customers as well as agents get frustrated in the process. A frequently overlooked component of customer support is the integration of knowledge management into the support process.  Being able to quickly and effectively deliver knowledge when needed [...]

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Maximizing your Knowledge Base Software

Celebrating its tenth year, the Novo Knowledge Solution is still one of our most popular support applications, and it is easy to see why.   Our customers come to us with a need to effectively store and retrieve their company knowledge, and within days can populate a robust knowledge base. We often learn, however, that after the initial push there can be a tendency to neglect the knowledge base, resulting in outdated and inadequate data. We [...]

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Moving Knowledge to the Cloud

In this time known as “The Information Age” data is piling up and managing it is becoming increasingly complex.  File cabinets are becoming a thing of the past as more companies are managing their knowledge electronically.  In the beginning organizations began scanning paper documents and transferring/creating data into word processing or knowledge management format.  As knowledge management grew, people began using web-based tools to be able to access data from any location. With the growth [...]

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Using your Knowledge Base Software to fill in gaps!

For those of us in the US, Memorial Day weekend launches the beginning of the summer season. Up through Labor Day many workers take vacations with their families and friends.  Many businesses have to slow down production as workers fill gaps to cover for one another, or tasks may get postponed altogether.  This can wreak havoc on businesses that may already be short staffed. Why not use your knowledge base software to help fill in [...]

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Empower employees with you company knowledge base

  Whether you are currently running your business on fewer employees or hiring new ones, the company knowledge base is a great tool for managing employee knowledge. Current Employees - have a wealth of training and experience  invested in them.  Documenting this knowledge allows knowledge sharing among employees and management.  Lessons learned and best practices can be shared resulting in increased operational effectiveness.  Incentives can help employees participate in contributing valuable knowledge to the repository [...]

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Knowledge Base Software Solution: In-House & External Support

By now most people are familiar with the knowledge base software solution.  It’s a great tool for storing & retrieving organizational information.  You may be using one for storing company knowledge, or providing information on your website, or a combination of both.  Yet many people who have this everyday tool still underutilize it in the workplace.  Here are a few suggestions to get the most from your company knowledge base. Knowledge Base Software Solution Uses: [...]

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Avoiding Call Center Frustration with Knowledge Base Software

I am writing this post as I am on hold at a customer support center.  I really hope this will be a short post, but I am afraid it may not.  The music is nice, but this is my second call to the center where I have already spent over an hour trying to get reward points straightened out.  I am forced to tell my story again with hopes I can get to the next tier [...]