Posted by Mike Barker on October 03, 2003 at 05:39:07:

I'm currently working on a project to establish a single shared service operation for HR - part of this will involve investing in an intelligent contact centre solution with an embedded knowledge base and part of it will involve centralising services that have previously been delivered within 31 local areas.

I'm looking to make contact with anyone who has experience of:

i. deploying a SAP CRM/EIS solution that supports self service as well as a contact centre operation including the development and use of integrated knowledge system;

ii. capturing knowledge in terms of FAQs as well as case based knowledge where the solutions depend on the interpretation of policies and frameworks

iii. development of professional communities that operate across the HR community linking experts, business partners and service providers

If you've got experience of the systems side or have applied different tools and approaches to capture and maintain knowledge then I'd like to have a conversation.

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Follow Ups:

• Re: Knowledge Management in a shared service environment Cindy Hubert 01:23:36 11/25/03 (0)

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