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Valérie Maillet
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Services Engineering
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Consumer
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Talent Mgmt
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Valérie Maillet's Discussions
What are the strength of Search 2.0 ?
2 Replies
Started this discussion. Last reply by Valérie Maillet Jun. 12, 2009.
Valérie Maillet's Page
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User testing can also be helpful. If you have a solution that you've published recently, ask your call center staff to use the solution when they are on the phone with a customer. Or, ask your electronic support center to use the solution via email…
I think the vital success factor for a knowledgebase is to ensure that _every_ support engineer contributes to the knowledgebase. Creating knowledgebase articles should not be an asynchronous activity ("I will write the article when I have time"). I…
There is no magic knowledge tool that I know of. However, there are combinations of tools and features within KM offerings that you can use to improve the quality of your KB and the solutions within the KB. All solutions require some human intervent…
Hello Valerie,
At SWIFT, we rely on a dedicated group (knowledge base coordinators representing each support centre) and my team (acting as a central one). We have defined various processes such as:
- Peer review
- Quality review (English, complian…
Hello,
I will be interested to receive any comments on your experience concerning the methods used to guarantee the quality of a knowledge base. Do you use cleaning batch? Do you have a person dedicated to this activity ? Does he work full time for…
Hello Shawn,
Thank you for your answer, I will investigate the social search it seems very interesting and shows the power and influence of the community that is more and more important.
Regards valérie
Hi Valerie,
I'm not entirely sure if you are referring to "search aggregators" where a user types in a search term and results are returned (via RSS) from multiple search engines in a landscape that you can specify (examples: Gnosh.com, Addictomati…
Like everybody, my first action on the web is to use a search engine. Of course, the relevancy of result coming from key words is the most important but based on new technology we could have more expectation. What are the key functionalities of Sear…
This Community of Interest is focused specifically on the dynamics of advancing the services engineering business model for the professional services market segment.
This community of interest is focused specifically on the dynamics of creating, delivering and sustaining effective technology service & support for the consumer market segment.
This is a dynamic, active COI that continues to produce tangible results--including the popular research report "Talent Management in Emerging Markets".
What do you mean ? Does customer pay only for his consumption of services ?
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How to ensure the quality of a knowledge base ?
Hello,
I will be interested to receive any comments on your experience concerning the methods used to guarantee the quality of a knowledge base. Do you use cleaning batch? Do you have a person dedicated to this activity ? Does he work full time for the cleaning activity ?Do you ensure regular training about rules for your teams? Do you have a magic knowledge tool to do it?
Thanks
I will be interested to receive any comments on your experience concerning the methods used to guarantee the quality of a knowledge base. Do you use cleaning batch? Do you have a person dedicated to this activity ? Does he work full time for the cleaning activity ?Do you ensure regular training about rules for your teams? Do you have a magic knowledge tool to do it?
Thanks
Posted on September 16, 2009 at 10:01am — 5 Comments
Comment Wall (2 comments)
- At 7:04am on February 13, 2010, Stephane MESSIE gave Valérie Maillet a gift…
- At 1:12pm on April 30, 2009,
Shawn Santos said…
- Valérie, I am happy to welcome you to Tech Services Forum (aka TSF). Thanks for being amongst the first hundred (or so) members to join!
It's not easy being the first one to show up at the party (and to some, kicking off an online discussion is akin to taking the first few steps at a nude beach)... in other words, thanks for your bravery!
Not only are we offering this communication platform to specific Communities of Interest (COIs) within AFSMI, SSPA and TPSA, but we have opened most areas to the IT services industry at large. I hope you will help make this resource a valued asset for you, your peers and the industry by actively participating.
Here are a couple of pointers to get you started:
1) If you haven't already, complete your profile and edit your preferences.
2) Ask & answer questions in the general discussion forum
3) Join or start a specific group or Community of Interest
4) Check out upcoming events or browse the member directory for networking opportunities (remember, you have to "friend" someone before you can message them directly)
5) Finally, it's important to get your feet wet! Get out there and say hello, let folks know who you are, what you're working on and how you can help.
If you have any questions, check out the help section of the website and please don't hesitate to contact me directly!
Cheers, and thanks again for joining!
Shawn
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