As a provider of knowledge management software, Consona Corporation (News - Alert) recently released a report entitled “Ongoing Maintenance Required for Effective Knowledge Management,” which details how best to maintain the health of a business’ knowledge management software implementations and explores reasons for knowledge management “launch and leave.”

Tim Hines, vice president of product management, Consona, stated, "KM 'launch and leave' is indeed disturbing, but luckily it's nothing that can't be reversed with long-term dedicated resources, continuous support from employees championing KM, and a campaign among employees and customers for its widespread adoption.”

The report explored the results from knowledge management software implementations, and how deployment and actual usage compare. The results pointed to initial success from the outset of the implementation as employees are excited about the new software, and customers usually gain more access and are pleased, but over time, grow displeased as the existing content is not refreshed.

Hines continued, "Once customer support organizations have addressed these points, their KM initiative will be recharged, and they will begin to see ROI on their KM technology investment once again."

The report is co-authored between John Ragsdale, vice president of technology research for the Technology Service Industry Association (TSIA), and Keith Holt, senior solutions engineer for Consona.

Available here to read in full, the report explores the importance of maintenance contracts, the role of analytics in knowledge management software, and the benefits of application integration.

Businesses looking to understand how better to take advantage of their knowledge management software and systems will find the report a helpful tool, especially regarding how to prevent a drop in customer satisfaction, and overall agent productivity.

Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Tammy Wolf