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Knowledge Management

"The focus is social knowledge and finding the right people, then engaging them directly with a new problem set. In general, people who share knowledge rather than hold it do well in this setting." Posted January 31, 2014

Knowledge workers are not just consumers of content but also creators of knowledge assets. Posted January 31, 2014

SDL launches unified suite Posted January 27, 2014

Introduces Migration Expert Posted January 21, 2014

Designed for government "Digital First" initiatives Posted January 15, 2014

Single sign-on, user management for customers Posted January 10, 2014

Cash deal valued at $514 million Posted January 07, 2014

Customer experience management is at the vortex of a set of forces that are driving customer engagement like never before, and KM is there to play its part... Posted December 31, 2013

The winners of the KM Promise and the KM Reality awards were formally announced on Thursday, Nov. 7, at the 2013 KMWorld Conference in Washington, D.C. Posted December 31, 2013

The winners of the KM Promise and the KM Reality awards were formally announced on Thursday, Nov. 7, at the 2013 KMWorld Conference in Washington, D.C. Posted December 31, 2013

Unifies multilingual, multinational customer service across channels Posted December 10, 2013

Continually monitoring activity across multiple customer communication channels Posted November 25, 2013

Broader data acquisition, enhanced exploration and distribution capabilities Posted November 18, 2013

Also unveils public leaderboard for community engagement, expertise location Posted November 18, 2013

Engaging with customers and understanding how well your organization manages theseinteractions is essential to building customer loyalty. This article will focus on concretesolutions that will help improve optimum customer experiences and help organizationsdifferentiate themselves for competitive advantage. Knowledge is everywhere. Agents andcustomers demand more relevant and personalized experiences. Are your employees andcustomers able to access relevant knowledge to create positive customer experiences? Customers today are interacting with companies more often and via multiplechannels—customer contact centers, websites, social media, etc. . . . Posted November 05, 2013

Partner for KM and information management solutions Posted October 29, 2013

The winners of the KM Promise and the KM Reality awards will be formally announced on Thursday, Nov. 7, at the 2013 KMWorld Conference at the Renaissance Downtown Hotel in Washington, D.C. Posted October 29, 2013

Be sure to create, nurture and grow a mentoring community of practice. Have your best mentors mentor your junior mentors in the art of mentoring... Posted October 29, 2013

Let me put this more bluntly: If the comments on your site's content are broken, it's your fault... Posted October 29, 2013

As KM moves on to embrace not just "stocks" of best practices but also "flows" and living networks, conversation is being seen as a key facilitator for peer learning as well as just-in-time learning... Posted October 29, 2013

Clinicians can quickly access and analyze critical patient information Posted October 14, 2013

Provides a robust, personalized experience Posted October 10, 2013

"If you're handling 100,000 orders a year, even 10 cents an order can make a huge difference." Posted September 29, 2013

Modern knowledge visualization tools may have started as simple drawing tools, but they have evolved into collaborative environments that help teams share information effectively, develop shared mental models and provide context in a way no other tool can.... Posted September 29, 2013

Six important practices can propel organizations to the forefront of their industries by tapping into the huge business value in content. Analytics tools (such as Smartlogic's software suite, Semaphore) identify, classify, extract, integrate and surface the information contained in content, making it digestible, intelligible and valuable. This kind of "content intelligence" supports existing information management, enterprise search and business intelligence systems. . . . Posted September 24, 2013

The top CEO challenge—according to recent surveys including IBM's annual CEO survey—is responding to customers and marketplaces with greater relevance and immediacy. That's because lack of relevance and responsiveness carries huge economic consequences—missing opportunities, poor customer service, lower sales, customer-churn, sub-optimal products and services, costs associated with reinventing the wheel and more. . . . Posted September 24, 2013

In the very funny movie, "Groundhog Day," Bill Murray's character is forced to relive the same day over and over again—constantly repeating the same dialog, actions and events. More and more companies are finding themselves in a similar "endless cycle" these days. Employees who quit or retire with specialized expertise and knowledge take it with them. As a result, companies are forced to spend time and money training their remaining employees to re-solve the exact same problems over and over. . . . Posted September 24, 2013

While we may still be waiting for flying cars and calorie-free ice cream, the future may be closer than you think when it comes to knowledge management. Here are five progressive ideas you can implement now to start building the knowledgebase of the future: 1. A search engine that knows what you are thinking. One of the most frustrating aspects of using a knowledge management tool is finding the answer you're looking for. Precious seconds are wasted trying different search queries and navigating complex hierarchies. But what if you didn't have to search at all? One of the most important advances in customer service knowledge management is the incorporation of customer context. . . . Posted September 24, 2013

So every CIO is supposed to have a social strategy because social is taking over the universe. It's the preferred way people communicate at work or at the office.

OK, you get it. But what if I told you that, in fact, a social intranet will help you elevate your game and make savvy CIOs more valuable in their own companies? Or that a CIO who does a good job deploying a social intranet will likely solve other thorny enterprise IT problems? Five reasons why CIOs should embrace social intranets. . . .
Posted September 24, 2013

As we all know, KM has been an uphill sell for a long time. Failed projects. Misdirected strategies. Lack of adoption. Expensive and ineffective technologies. These are the kinds of things that put a bad taste in the mouth of executives and investors.What KM really needed was a killer app—a no-brainer, value-creating, business-improving reason to adopt and support a knowledge-based strategy in the fast-moving and diverse organizations that are common today.We might have stumbled onto it. In shorthand, we call it "social business." More drawn out, it is the application of social technologies as they are applied to operational and mission-critical business functions. More on that later. . . . Posted September 24, 2013

More capabilities for SharePoint administrators Posted September 16, 2013

Customers prefer different ways of finding information, or the same customer may use different methods, depending on the situation. Multiple search methods improve knowledgebase adoption, customer and agent experience and ROI. Posted September 06, 2013

New identity and access management system Posted September 04, 2013

The common thread running through all the products listed here is the unique value—and potential value—they offer the organization, its workers and their various constituencies. Posted September 01, 2013

"We keep customers moving forward but don't force them to adopt the most recent versions of software." Posted September 01, 2013

The policy requires federal agencies to create an enterprise data inventory and a public listing of that inventory. Posted September 01, 2013

New mobile app, life edit and drag-and-drop Posted August 26, 2013

Adds significant connectors for the cloud Posted July 18, 2013

Building to build a medical database to help military mental health experts Posted July 15, 2013

Customers want answers to their questions and they want them fast. When a customer has a simple question, they don't want to search through pages and pages of content on a company's website to find their answer. Unfortunately this is generally the case on most company websites, creating an overall poor online customer experience. Using virtual agent software can help improve customer service by answering the customer's question without making them waste time searching through content. . . . Posted July 09, 2013

Cutting-edge technology empowers agents and customers with the information they need—on demand and in context. As a rule of thumb in customer service, any customer issue not resolved quickly will see its cost roughly triple. When you factor in research time, contact and context re-establishment time, time spent finding and bringing in experts to help, escalation time, time wasted on interruptions and more, you've got quite an inefficient, costly problem on your hands. . . . Posted July 09, 2013

Great customer support remains one of the few differentiators that businesses can sustain over time. Companies that are winning in today's hypercompetitive business environment provide standout customer service by leveraging knowledge to empower contact center agents and enable superior self-service for customers.

eGain has delivered KM solutions for multichannel customer support for well over 15 years. In the process, we have compiled hundreds of best practices; here are some of the popular ones. . . .
Posted July 09, 2013

Customer service has become an integral part of the added value chain. It contributes to turnover, profit and ROI, and improves customer satisfaction and loyalty. Good service sets companies apart from the competition and stimulates growth in fiercely competitive markets. But the demand for fast reaction times with the correct answers in an atmosphere of extremely short innovation cycles causes service staff to be challenged even more.

Furthermore, professional customer service relies on powerful IT systems. Traditional IT systems that primarily focus on management of service processes need to be complemented by innovative, intelligent knowledge management methods and tools. . . .
Posted July 09, 2013

While we may still be waiting for flying cars and calorie-free ice cream, the future may be closer than you think when it comes to knowledge management. Here are five progressive ideas you can implement now to start building the knowledgebase of the future: 1. A search engine that knows what you are thinking. One of the most frustrating aspects of using a knowledge management tool is finding the answer you're looking for. Precious seconds are wasted trying different search queries and navigating complex hierarchies. But what if you didn't have to search at all? One of the most important advances in customer service knowledge management is the incorporation of customer context. . . . Posted July 09, 2013

Nowhere in your organizations can information be transformed into useful and actionable knowledge more gracefully and effectively than in your customer care (customer service, customer experience... whatever you want to call it) departments. For there resides the intersection between what you know, and what your customers want to know. But nobody says it's easy, and it's only getting harder. The three-way collision of Web self-service and social networking smashing into a reduced IT workforce and budget has done a number of whammys on KM in customer service. . . . Posted July 09, 2013

An important issue for long-term success of KM initiatives is aligning them with organizational strategy, especially in times of change. Posted July 05, 2013

Acquires i3 Analytics Posted June 28, 2013
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