Knowledge Management

Introduces Captivate Prime Posted August 20, 2015

Healthcare informatics and information Posted July 29, 2015

Enables the development of cognitive computing systems Posted July 21, 2015

When I was 7 years old, my father took me to the park to teach me to ride a bike. At one point he let go and I kept pedaling--straight into a tree. Although he had best of intentions, my father forgot to make sure I knew how to steer. There are certain skills you aren't born with that you need to be taught. The same can be said for customer service . . . . Posted July 07, 2015

FAQs (frequently asked questions) make up more than 80% of incoming support questions by e-mail or telephone; however, 67% of consumers say they prefer a self-service channel to calling customer service for support (Forrester Research). It goes without saying then, that the FAQ section is one ?of the most important resources a website can offer customers.

Self-service not only reduces costs by deflecting calls or email, but it also frees up customer service resources for more complex issues . . . .
Posted July 07, 2015

In the "age of the customer," power has shifted from large, established brands to the digital consumer. Technology-led disruption is eroding traditional competitive barriers such as manufacturing strength and distribution power. As these barriers to entry dissolve, a laser-like focus on the customer has become a strategic imperative. Only the organizations that deliver engaging experiences will dominate their markets . . . . Posted July 07, 2015

Knowledge management is key to exceptional service across the enterprise. When organizations prioritize and create customer-centric cultures, the "everyone serves" mantra can be quite powerful. Competition can be fierce, which is why high-quality experiences, customer engagement and employee empowerment are so important in sales and service delivery. It's where putting the best tools and resources in the hands of skilled practitioners can make a significant impact . . . . Posted July 07, 2015

The customer experience has adapted (and has been adopted) into many variations. It's hard to imagine any organization which hasn't at least explored how to serve its customers better, or else they're stupid. There are simply too many alternatives and too many channels for today's smart consumer to just…walk…away . . . . Posted July 07, 2015

Financial services companies are using a variety of knowledge management solutions to locate documents and disseminate information across the enterprise, for improved contact center performance and to mine data from employee feedback surveys. Posted July 03, 2015

A shift from traditional information management methods is taking place. The shift is not revolutionary. The change is evolutionary. At some point enterprise knowledge solutions give way to newer, smarter and predictive systems. Posted July 03, 2015

Cloud-based collaborative learning Posted June 25, 2015

Why KM in the Cloud May Be Right for You Deploying knowledge management (KM) in the cloud might be the right strategy if your organization is looking to further expand into digital services for customer engagement. It might also be the best strategy if your current system is three versions behind and you are concerned about the high upgrade costs. But, how do you know for sure? Let's take a look at some of the business benefits of cloud KM. A few distinct advantages are unique to deploying cloud KM . . . . Posted June 25, 2015

KM leaders share lessons learned and thoughts on ROI Posted May 28, 2015

You've already read about smart cities in this column. Now take that concept and make it mobile. Add to it the capacity to set up and accommodate tens of millions of inhabitants, and in 30 days, tear it all down. Posted May 28, 2015

Boosts KM adoption Posted May 22, 2015

Introduces new apps Posted May 19, 2015

Integrates Bloomfire's social knowledge management platform Posted April 22, 2015

Upgrades Calabrio ONE suite Posted April 15, 2015

New template for AppBase Posted April 08, 2015

Each user group could have a different perspective on the data that requires it to be searched and viewed differently.... Posted March 31, 2015

Companies are relying on knowledge management to better handle the Web experience of external and internal customers.... "People are going to mobile now more than to our brick-and-mortar locations... Posted March 31, 2015

Exactly how can business needs lead the development of the KM strategy? To determine this, you need to work out what the key organizational drivers or imperatives for KM actually are, gathering data through interviews or through workshops. It also means, for example, that IT does not lead your KM program; IT supports your KM program and is a stakeholder and governance team participant. Posted March 31, 2015

General Electric has a software start-up. The somewhat surprising development is the subject of the Harvard Business Review essay, "Building a Software Start-Up Inside GE," by Brad Power.... Posted March 31, 2015

Toward a more engaged organization Posted March 27, 2015

For us here at KMWorld, knowledge management is an attitude, an approach, not an application, and that's what we're celebrating with this list—companies that offer the tools to analyze, augment, enhance, manage and extend information assets to maximize potential for organizations of all sizes. Posted March 01, 2015

Relatively new multitenant cloud-based content management platforms are allowing life science startups to avoid large investments in software, hardware and IT staff, while still gaining access to sophisticated systems and the ability to scale up as needed. Posted March 01, 2015

Some KM systems provide collaboration tools. Authorized users can send an e-mail or a message to another user. That approach was state-of-the-art five years ago. But for new hires, the old-school KM approach may pinch like a pair of too-small shoes. Posted March 01, 2015

Kallo deploys its IT environment on the IBM cloud Posted February 25, 2015

Accelerating processing performance Posted February 18, 2015

Improving digital services for constituents Posted February 02, 2015

"Our employees knew there was information on the intranet that they needed, but they had trouble finding it." Posted January 30, 2015

Big data poses one of those puzzles with which my Psych 101 professor taunted the class. Consider this question: Is big data the bowl, the water in the bowl, or the goldfish in the water in the bowl? Posted January 30, 2015

The world chess champion of the time encountered his ultimate vanquisher in 1997. A computer from IBM called Deep Blue beat Garry Kasparov in an exciting tournament. The first electronic machine won checkmate against the best human chess player. Posted January 30, 2015

We are well into what might be referred to as the knowledge transfer decade, brought about by the wave of retirements and ensuing panic as organizations scramble to capture, retain and grow their critical knowledge. Posted January 30, 2015

Airlines have strong incentives to make normal travel hell. That's the argument Tim Wu makes in a post on The New Yorker site Dec 26 ("Why Airlines Want to Make You Suffer," .) He's right not only about airlines but also about the Internet, and about knowledge. Posted January 30, 2015

New book is a step-by-step guide to creating a strategic knowledge management framework aligned with business strategy Posted January 21, 2015

Designed for RAVN products, HP IDOL, HP WorkSite and Microsoft SharePoint 2013 Posted January 12, 2015

Every once in a while people ask me: "Aren't you a musician?" I always say, "No, I'm not a musician. I'm a drummer. I ‘hang out' with musicians." Musicians read charts. They know what a key is. They know chord progressions. Drummers, alternately, bang the hell out of stuff. I admit I try to be a "musical" drummer, but that's largely rubbish. I listen to the song, I play it. The end . . . . Posted January 04, 2015

We've been talking about the consumerization of IT ever since the very first PCs moved computer technology out of the office and into the family room. Coupled with technology-savvy young people entering the workforce, the trend to consumerization has boiled over with explosive growth in mobile computing. Technology and demographics aside, the consumerization trend forces us to remember that user experience drives adoption. Today's information consumers have high expectations about applications Posted January 04, 2015

Across many industries—from finance to life sciences to energy—the amount of content you deal with on a daily basis for each business process is growing. Not only that, but it's becoming harder to manage. Take a look at these eye-popping stats . . . . Posted January 04, 2015

Why is change often so tough? We become tied to what we know. We turn our actions into habit. We become comfortable with how things get accomplished. And, it is when this "how" broadly becomes comfortable, that we—as people, as leaders, as technologists, as workers—are at risk of becoming stagnant; our organizations at risk of becoming irrelevant. Especially now in the era that Gartner has aptly coined "Big Change," we have to be open to new ideas, new technologies, new ways of conducting business . . . . Posted January 04, 2015

What will life be like in 2025 when billions of smart devices are connected to the Web? Recent research by the Pew Internet Project looking at digital life in 2025 gives some pointers to what life might be like once all these smart devices come on-stream. The Pew report reflects that this is a market in the very earliest stages of its evolution, with little overall consensus and concerns being expressed around the social (privacy, exclusion) as well as technical implications (integration) of the "Internet of things" (IoT) . . . . Posted January 04, 2015

As self-service channels and automated, straight-through processing become more prevalent, service organizations are left with more complex, sometimes unique requests or issues to resolve. This has driven the rise in knowledge workers—employees with the experience and expertise to make judgment calls about how to best serve the customer. Unlike BPM and workflow applications, which lock employees into fixed or rigid processes, case management solutions can provide knowledge workers with the flexibility to choose or define alternative paths . . . . Posted January 04, 2015

Over the past two decades, organizations have strived to continuously improve their processes by providing workers with better, faster access to information—leading to a rise in enterprise software systems that do just that.

Historically, enterprise software solutions, including business process management (BPM) and enterprise content management (ECM), have focused on automating what are often described as "low-value" manual tasks like data entry, document sorting and filing, and other transactional activities . . . .
Posted January 04, 2015
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