Avoiding KM Fails, CallFire's Growth, Customer Feedback Webinar, Capture Addresses

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Avoiding KM Fails, CallFire's Growth, Customer Feedback Webinar, Capture Addresses

According to Helium.com, a knowledge management information system "is put in place with a particular objective, to capture knowledge where it is being created within the organization."
Sounds fair enough.
As the author, PeterHann, explains, "the system should be designed to ensure that the relevant knowledge, whether created internally or externally, is made available to the relevant people in the organization at the relevant time."

This is because, as Hann says, there are two main elements to the knowledge management information system: "These are firstly the people, who create the knowledge and use it in their projects, and secondly the information technology system used as a tool to receive, classify, store and distribute the information."
So where a knowledge management system fails, Hann thinks, "it is likely to be a consequence of a failure either of the people who are involved in the process, or of the information technology system that is being used. Failure is particularly likely at those points where the human users of the system interact with the information technology - the interfaces between people and software."
Read more here.

According to CallFire officials, Inc. magazine recently ranked the company number 285 on its 29th annual Inc. 500, an exclusive ranking of the nation's fastest-growing private companies.

For specific placements, CallFire came in as the #2 cloud computing service and #18 overall company in the Los Angeles region.
The list, according to CallFire officials, represents "the most comprehensive look at the most important segment of the economy--America's independent-minded entrepreneurs. Companies such as Microsoft, Zappos, Intuit, GoDaddy, Zipcar, Clif Bar, American Apparel, Oracle, and many other well-known names gained early exposure as members of the Inc. 500."
Within the telecommunications industry, CallFire ranked #15 among companies like ClearAccess and Xirrus.
Dinesh Ravishanker, CEO of CallFire, attributes the strong growth to "economic circumstances requiring SMBs to leverage cost & time saving technologies like CallFire." He adds that "CallFire also released our Phone Tree product (a powerful inbound and oubound IVR utility) which has been adopted by thousands of businesses which drove 20-30 percent of our revenue growth in less than a year," CallFire officials say.
Read more here.

A Webinar titled "Transforming Feedback into Profits: Best Practices for Capturing and Acting on Voice of Customer Feedback in the Contact Center" will be presented on Tuesday, September 14, 2010 2:00 PM EDT / 11:00 AM PDT.
As a critical customer touch point, your contact center is an ideal place to capture customer satisfaction information, Webinar presenters say. The challenge lies in making it easy for customers to provide the right level of feedback at the right time, and ensuring that feedback is acted upon on both an operational level (fixing their individual problem) and a strategic level (evaluating your business processes and determining whether changes are needed).
Webinar attendees will get real-world examples of how companies are transforming contact center feedback into competitive advantage. Justin Schuster, VP of Enterprise Products at MarketTools, and Martha DeGraw, Vice President of Product Management at West Interactive, will show you how to capture actionable insights.
Read more here.

Front-end address verification software is a technology enabler that can be used across any address data capture systems within a multitude of enterprise scenarios.
By implementing address verification software directly within the mediums that are directly interacting with your customers, such as call centers, kiosks, etc., companies and their customers can partner to ensure the most effective use of their address information.

According to a good recent study from Forrester Consulting, titled "Confirm The Quality of Address Data As It's Captured, Not Later," there are several advantages to this "front end" approach to address verification.
Is the address captured recognized as a valid, deliverable address by the national postal service? If not, the software can prompt the customer or agent to recheck and confirm the data entered.
Read more here.

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