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In today's fast-paced support industry, it is essential to know how to leverage an organization's knowledge. This workshop will give an introductory look at implementing knowledge management projects, the basic methodologies and strategies for knowledge management, and the techniques for capturing and creating quality knowledge.

Certain skills are needed to successfully implement a knowledge management practice. Attendees will learn about proactive and reactive knowledge management methodologies; how to capture, organize, optimize, and deliver quality knowledge for both internal and external use; and the benefits of knowledge management. Upon completion, attendees will also be prepared to participate in the implementation of a knowledge management project.

Look at this agenda!

Defining Knowledge Management

• Information vs. Knowledge

• Defining a Knowledge Base

• Types of Knowledge Bases

Evolution of Knowledge Management

• Expert Systems

• Document Management

• Pre-packaged Knowledge

Knowledge Management for the Support Center

• Effecting the people and processes

• Benefits to the organization

• Keys to implementing an effective solution

Knowledge Management for the Customers

• Improving service

• Providing a choice

• Keys to an effective e-support strategy

Knowledge Management ROI

• Shifting the support model

• Industry recognition

• Calculating the return

Proactive vs. Reactive Knowledge Management Methodologies

• Solution Centered Support

• Product Development

• Costs vs Quality

• Integrating both methodologies

Creating Quality Knowledge

• What to include when

• Usability and understanding

• Organizing and accessing

• Diagnostics or troubleshooters

• Standards

• Tips and Techniques

Managing the Operation

• Job functions and responsibilities

• Workflow process

• Managing existing knowledge

• Implementing

• Planning the project

• Managing change

• Measurements

Technology

• Review the needs of each userbase

• Search Methods

• Unstructured vs structured knowledge

• Evaluating vendors

Special bonuses for on-line registration!

Register from this web site and receive a complimentary help desk book from the Resource Center^*.   To learn more about these books, click on the open book icons to the left of each title.  Choose from:

Knowledge Management
How to Survive Call Volume Spikes
Managing the Implementation of New Support Systems
How to Establish and Maintain Service Level Agreements
Effective Information Gathering Techniques
Managing Unresolved Service Requests
Marketing the Help Desk
How to Select and Use Outsource Services

* Normal shipping and handling fees apply

Class Schedule

Mar 17

Las Vegas

The Venetian ()

One-day Las Vegas session: Class begins at 8:00 AM and ends at 3:30 PM.

Two-day sessions: Class begins at 8:30 a.m. and ends at 5:00 p.m. on the first day and 4:30 p.m. on the second day. You should arrive at 8:00 a.m. the first day to sign-in and meet fellow attendees.

Dress is business casual.

* Maximize your learning experience. Register for two help desk training classes the same week for four full days of training!  Knowledge Management for Practitioners is presented the same week as:

How to Manage and Improve Help Desk Operations
Developing & Maintaining Effective Service Level Management
Achieving High Performance at the Help Desk Through Effective Leadership

Registration Fees

The per student registration fee for this seminar is $1,095 for a 2-day class or $695 for a 1-day class, and includes the seminar, course materials, and refreshments.

Payment is due prior to the seminar.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the seminar.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.  In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.

Seminar agenda subject to change.