Knowledge Management Systems are very good at searching and finding data formed around a very sophisticated process based on understanding the user request. The strategy employed by TEAMS, however, is very different. QSI believes that knowledge should be presented to the Service Agent, including what they need, when they need it, and where they need it and, most importantly, how they need it. The Service Agent should never have to ask for knowledge or information. Additionally TEAMS actually generates knowledge; today’s KMS systems do not create knowledge, they only find and parse it to best meet the Service Agent’s request.
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