May 2012
Refresh and Review your Knowledge Management Strategy to increase service levels and staff engagement
Your Knowledge Management Strategy is a critical success factor in achieving operational effectiveness. Many Knowledge Management strategies fall short in delivering their goals, attempting to leverage inappropriate methods and tools.
February 2012
Top Tips from a successful implementation, A-Z’s of Knowledge Management, Introducing the quiz; livepro® February 2012
Welcome to the February 2012 edition of the livepro® newsletter. In this editon we explore some top tips from Townsville City Council’s successful livepro® implementation, take a look at the new livepro® KM glossary and find out more about the quiz feature.
December 2011
Supporting Franchise Growth with livepro Knowledge Management; new Consulting Services Manager joins the team; livepro® December 2011
Welcome to the December 2011 edition of the livepro® newsletter. In this editon we explore how Aussie tyre retailer Tyreright is supporting their franchise growth plans with livepro® and meet livepro®’s new Consulting Services Manager Martin Bell.
As seen in the Rust Report; Tyreright Chooses livepro®
Today’s Rust Report included an article on livepro®’s implementation into new Australian Franchise Tyreright.
Read the full article on in the Rust Report.
As seen on callcentres.net; Tyreright Chooses livepro® to Support Franchise Growth
Callcentres.net recently included a story about livepro®’s implementation into Tyreright’s processes to help support the growth of their franchise business.
Read the full article on callcentres.net.
Tyreright Chooses livepro® to Support Franchise Growth
Tyreright, the Australian-owned company specialising in tyre sales and fitment have chosen livepro®, the knowledge management solution by IMC Communications to support their knowledge management and growth plans.
November 2011
Call Centre insights; Agile Knowledge Management; livepro® November 2011
Welcome to the December 2011 edition of the livepro® newsletter. In this editon we look at technology and call centre insights presented by leading industry figures at IMC Communications’ recent executive luncheon and discovery how Agile Knowledge Management can enable business innovation from Kevin Punter, Head of Strategy and Development for livepro®.
Agile Knowledge Management; Enabling Business Innovation
Kevin Punter is the Head of Strategy and Development for Australian owned and developed Knowledge Management solution livepro®. We asked him for his thoughts on Agile Knowledge Management, and how businesses can leverage it as a platform for innovation.
October 2011
Council set to improve customer experience with Australian KM solution; A Conversation with Bob Mansfield; Knowledge Management quote of the month
Welcome to the October 2011 edition of the livepro® newsletter. In this editon we look at Townsville City Council’s recent decision to implement livepro into their customer contact processes, hear about IMC Communications upcoming lunch with guest speaker Bob Mansfield and discover another fun quote from the knowledge management world.
As seen in the Rust Report; Townsville City Council improves response times with livepro
Read the full article from the Rust Report
As seen in the Australian Local Government Association (ALGA) newsletter; Townsville City Council enhances customer service
Read the full article from ALGA news
As seen in callcentres.net; Townsville council upgrades service technology
As seen in Government News; Townsville City Council finds knowledge with IMC
Read the full article on GovernmentNews.com.au
Townsville City Council improves Customer Experience with livepro® Knowledge Management
Citizens and customers of Townsville City Council (TCC) will soon enjoy better quality and quicker response times to their questions through a deal signed this week between TCC and IMC Communications to implement livepro®, a cloud-based knowledge management solution.
September 2011
Knowledge Management according to Harvard; OnePath implements livepro®; Knowledge Sharing in WA
Welcome to the September 2011 edition of the livepro® newsletter. In this editon we explore how OnePath implemented livepro® into their back office processes, and follow-up on Matt’s trip to Western Australia to address the ATA Leadership & Communications Conference.
Case Study – Transacting with livepro®
After achieving significant Contact Centre improvements by implementing livepro® in 2006, OnePath (formerly ING) decided to extend the system to hundreds of their back office administration team members.
The implementation resulted in several major benefits for OnePath’s back office processes, including:
• 90% reduction in training & induction time (from 6 weeks to 3 days)
• Consistent and accurate processing of back office tasks across 300 users
• Implementation of simple step-by-step process guidance for taskworkers
• Task handling and efficiency improvements
August 2011
Hoarding knowledge erodes your power; new wizard for livepro®; Matt Dixon speaks at WA conference
Welcome to the August 2011 edition of the livepro® newsletter. In this editon we explain the magic of the new wizard application, and look at livepro® director Matt Dixon’s trip to speak at the 2nd ATA Western Australia Leadership Conference.
Introducing the Wizard
livepro®’s newest feature, the Wizard, dramatically simplifies customer interaction by quickly profiling and directing a customer enquiry to the most correct outcome every time.
Media Room Archive
Engage partners with livepro®: 2011
Department of Housing Western Australia chooses livepro® in the Cloud: 2010
Fisher & Paykel chooses livepro®: 2009
No mothballs for innovation: 2009
Research confirms high cost of knowledge gaps in business: 2009
ING Australia adopt the livepro® Knowledge Delivery System Concept: 2007
