- American Society for Quality
- Association of Internet Professionals
- Association for Services Management International
- Association of Support Professionals
- Change Management Learning Center
- Change Management Resource Library
- Change Management User Group International
- Knowledge Management Consortium Int'l
- National Association of IT Change Management
- Service Level Management learning community
- Services & Support Professionals Association (SSPA)
- SIGCHI
- Wall Street Technology Association
Articles:
- Building the Bases of Knowledge
- Lean On Me
- Call Together Now
- Taking the Best Approach to KM
- The Power Of Knowledge Management Software
- Know-It-Alls
Links:
- Economic and Competitive Intelligence
- Society of Competitive Intelligence Professionals (SCIP)
- Commercial Business Intelligence
- ServiceWare Technologies
- ask Jeeves
- Primus
- SupportSoft
- Remedy
- CustomerSat.com
- Kana
- Knowledge Farm
- Siebel
- Innovative Management Solutions
- Amdocs
- Motive
- PeopleSoft
- Peregrine
- Satmetrix
Publications:
- CallCenter Magazine
- CIO (KM Research Center)
- Comdex
- Competia
- Computer World
- CRMDaily
- CRN
- DestinationKM
- GovTech
- InformationWeek
- IntelligentEnterprise
- Knowledge Management World
- RealMarket
- SupportIndustry.com
Resources:
- Trends and Directions in Web Based Customer Support from SupportIndustry.com (PDF)
- The Insider's Guide to Knowledge Management ROI — An overview of the issues related to calculating return on investment (ROI) for knowledge management initiatives in call center and help desk environments, including the information needed to create a plan for introducing KM into the enterprise.
- Knowledge Management: The Key to Customer Service Success — This paper offers a discussion on the use of knowledge management to enhance customer satisfaction and reduce support costs through effective customer service. We'll cover the issues affecting the contact center and look at how KM addresses each concern.
- The Value of Online Self- Service — Companies today not only have to deal with clients?increasing demands for support and service, but they also have to do so over multiple channels. No matter how great your call center or help desk is ?if you are not offering support on the Web your customers are wondering why?