The Human Side of Knowledge Management
Unlocking People Potential in the Knowledge Economy

Executives gain insight from KM metrics.
Knowledge management metrics provide executives with a strategic view into the impact of KM investments and improve decision-making. Knowledge management metrics provide insight into:

• Internal process efficiencies and improvements. Metrics such as solution-reuse counts, the number of employees collaborating and content value ratings indicate whether support, development and sales processes are being improved through the sharing of knowledge and information.
• Improvements in customer satisfaction, based on metrics such as customers’ ratings of direct and self-service transactions.
• Call deflection and reduced support center costs. Lowering call volumes through avoidance (deflection) and shortening call duration are the primary ways to make call centers more efficient. Improvements in call deflection and call duration directly impact the bottom line of
• The adoption of knowledge management systems and processes. Metrics like the number of active users and amount of new content created / updated indicate adoption levels for the KM system and its processes.
• The value of knowledge collected from internal and external sources. The information conveyed through KM reporting can answer executives’ key questions such as: Are employees collaborating to improve knowledge? Can we harvest feedback to get a better understanding of our customer? Should we invest more in harvesting knowledge from discussion forums?

Executives play an essential role in the knowledge management process, both directly and indirectly. They can contribute to company knowledgebases and, even more importantly, drive the creation of a knowledge culture. Furthermore, executives can inculcate knowledge management at the highest levels of the organization, using KM analytics and reporting in business planning and decision-making.

At its most fundamental, the discipline of knowledge management is driven by a human element, enabled by process and technology.

KM Spotlight
Pitney Bowes Improves Agent Productivity
InQuira customer Pitney Bowes has found that by creating a robust knowledge management capability, contact center representatives spend 50% less time searching for information. And less than 25% of Web self-service inquiries are escalated to call agents.

Mentor Graphics Empowers Customers to Help Themselves
Through the creation of a knowledge culture, InQuira customer Mentor Graphics reduced overall support costs by roughly $8 million a year and improved the margins of its customer support business by 10%.

Serena Software Executives Gain Insight
InQuira knowledge management solutions allowed executives at Serena Software to focus on meeting business users' needs to be easily solved online, such as billing questions, patches and set-up questions, resultng in an expected 20% annual decrease in contact center inquiries.

The InQuira Platform
Featuring tight integration of search, content management, discussion forums, reputation models and analytics, the InQuira platform ensures companies can author and harvest knowledge, make it accessible to the right people at the right time and measure its effectiveness at resolving customer problems. Blue-chip customers include Nokia, 3M, Juniper Networks, RBS, Pitney Bowes, SprintNextel and E*Trade. Key features and benefits include:

InfoCenter applications

• Pre-configured knowledge applications that can be integrated into existing sites;
• User control over personalization and subscriptions;
• Escalation and case deflection mechanisms;
• Integration into SSO and LDAP systems; and
• Adaptors for integration into most CRM and case-tracking systems.

Intelligent search

• Understanding of customer intent with industry domain dictionaries;
• Connectors for content management systems and various content formats;
• Categorization, filtering and step-by-step process wizards to diagnose problems or
  otherwise direct visitors; and
• Ability to return in one results set content from multiple repositories—including the
  InQuira knowledgebase and discussion forums.

Information Management

• Flexible templates and authoring.
• Configurable workflow and notification inbox for tasks and approval; and
• Multilingual authoring and translation support.

Communities

• Support for both moderated and non-moderated discussion forums;
• Article ratings and workflow for harvesting knowledge content; and
• Secure threads by category for private discussions.

Expertise location

• Identification of top-rated experts by skills or contributions;
• Configurable point system based on reusability of contribution; and
• Integration into point of presence systems.

Analytics

• Session-based tracking of user activity across entire interaction;
• Operational reports for content capture, creation, re-use and workflow; and
• Content usefulness and gap reports.

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Across industries, InQuira provides knowledge management solutions that allow Global 2000 companies to leverage KM to unlock the full potential of the people who participate in today’s knowledge economy. InQuira provides software applications for Web self-service, agent-assisted support, knowledge management and collaboration, built from a common technology platform that makes it possible for companies to provide a seamless customer service experience across Web, phone and community channels. For more information, please visit www.inquira.com.