A client sent an article about knowledge management in call centers from Call Center Magazine, Find the Needle. Organize the Haystack by Joe Fleischer:
Knowledge management is more than a way for customers to locate information about a company by themselves. We reveal how knowledge management enables customers to get the most out of your company by learning from one another.
The article does a fairly good job of describing the history of KM within the customer service world. I particularly like how the author sees KM moving from inward-focused to interacting directly with customers. All that product literature and information should be accessible by your customers. And why not let the customers interact with with content and provide their own suggestions. They already do it elsewhere.