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Knowledge Management

"When your customers or support agents encounter issues, they are looking for resolutions. But a resolution isn't just answering a query by serving up pages of search results or locating a long manual that agents or customers have to sift through. Usually those answers aren't good resolutions. Resolutions add value to your business by improving customer satisfaction. . . ." Posted September 25, 2012

"If you want to make knowledge management work for your agents, rather than the reverse, take a look at what's really going on as customer interactions unfold in the contact center. At KANA, we've seen how agents search for answers. And actually, we're very impressed by what some agents do to compensate for the insufficiencies of their KM tools. . ." Posted September 25, 2012

"Fifteen years ago, when knowledge management was still a new idea, companies launched KM programs based solely on vision and promise. But in a climate that increasingly emphasizes productivity and effectiveness in all aspects of business, KM is not exempt from scrutiny. To receive support and funding, your program must be founded on a solid strategy and a business case. . . ." Posted September 25, 2012

"Picture this scene: It's 11:30 pm on Tuesday night, and the director of product marketing is furiously trying to finish up a product brochure vital to a huge business development presentation Wednesday morning. Scanning through her hard drive for product specification documents, email for attachments from colleagues distributed around the globe and digging through the file folder in her desk. . . ." Posted September 25, 2012

"If I had to issue a forecast for the future of knowledge management—and I guess maybe I do—I would say we're in the early stages of a warming trend. And unlike global warming, the outlook is bright and encouraging. At least that's what Carla O'Dell and Chris Musico think. Carla is well known as the leader of the APQC. Chris is the director of global communications for AvePoint, a very active part of the much-discussed "SharePoint ecosystem. . . ." Posted September 25, 2012

Franz Kogl, managing director of sales and marketing for IntraFind, explains that their system allows a user to personalize his or her information experience. Posted September 17, 2012

"This marks the tenth anniversary of our Trend-Setting Products list..." Posted September 01, 2012

Local governments have responded to staffing shortages and declining property taxes by leveraging KM solutions. Posted September 01, 2012

One of the struggles of handling personal information gathered from multiple sources is lack of central management. Finding a service that can meet many needs across devices, while keeping it all in sync, is difficult. Evernote provides the capability to capture content of interest, annotate and add metadata to it, optimize it for search, and retrieve it as well as manage it across devices. Posted September 01, 2012

Boost service lifecycle management for manufacturers Posted August 14, 2012

Enterprise application software solutions Posted August 13, 2012

Redmond wants to focus on individual users, with the moniker, "The new way to work together." Posted July 30, 2012

Deal brings enhanced capabilities to platform Posted July 10, 2012

Concept Searching and Triune Group collaborate Posted July 09, 2012

Any device access to workplace applications Posted July 09, 2012

It's no surprise that workers, and customers, suffer "insight deficit" from the proliferation of systems, the movement to the cloud, increases in social media, multiple attempts to migrate data into "systems of record," and the growing amount and diversity of data. It's a perfect storm, and it's hitting right now. In many organizations, workers don't know what information they have. A recent survey found that the majority of executives believe their companies have visibility. . . . Posted July 09, 2012

Is 2012 the year that virtual assistant technology and other forms of next-generation online self-service dominate the customer service landscape? In this article, we'll explore the topic of online self-service and provide you with eight compelling reasons for why we think it's time for online self-service to shine. Let's first ensure we have a solid understanding of online self-service. Online self-service is about ensuring your customers can get the answers to their questions directly. . . . Posted July 09, 2012

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, 2012

If you want to make knowledge management work for your agents, rather than the reverse, take a look at what's really going on as customer interactions unfold in the contact center. At KANA, we've seen how agents search for answers. And actually, we're very impressed by what some agents do to compensate for the insufficiencies of their KM tools. Unfortunately, these acrobatics are a sure sign that your search engine is stalling—a direct path to inconsistent service. . . . Posted July 09, 2012

KCS is already the definitive best practice for knowledge management in service and support organizations, but it is increasingly being used enterprisewide—in professional services, product development, marketing and sales, HR, and the IT service desk. KCS allows everyone to have easy access to the collective experience of the entire organization. KCS comprises eight practices: four used when answering questions or resolving issues (the "solve" loop) and four implemented by the organization. . . . Posted July 09, 2012

Customer service, is, quite possibly, the final triumph for knowledge management. What better application in an organization can lead to increased sales, customer retention, employee satisfaction and enhanced word-of-mouth "reputation" than the customer care experience? So when we talk about "knowledge-centered support," we're talking about more than just a motto on the wall. We mean business. Here's why customer service has become the landing zone for knowledge management, and why organizations need to focus on agents, their needs, their incentives and their ultimate goals. Posted July 09, 2012

"Within the first six months, more than 85,000 users were participating in IBM Connections-driven social networking activity, making more than 1 million connections and forming 3,000 different communities"... Posted July 05, 2012

"The next challenge is bringing expert knowledge along with patient data directly to the point of decision"... Posted July 05, 2012

"In 2012, every vendor of KM-related technology has a cloud offering and uses the term in as many marketing messages as possible"... Posted July 05, 2012

"The system helps a great deal with knowledge retention, because the outcomes are stored in a central location that everyone can access."... Posted July 05, 2012

"Our social platforms are full of information and links floating through them. Keeping up with them is incredibly difficult..." Posted July 05, 2012

Posted July 05, 2012

That conquering sound you hear is SharePoint, and it is nothing short of apocalyptic. The fastest growing business application in Microsoft history (making it pretty much everyone's history), 20,000 SharePoint users have been added every day for the last five years. That's kind of astonishing. Posted July 01, 2012

"Seek and ye shall find..." Yeah, right. Maybe about half the time, if you're lucky. A recent MindMetre research report surveyed approximately 2,000 business directors and managers from all over the world. Their key conclusion? More than half (52%) said they "cannot find the information they are seeking using their own organization's enterprise search facility," within a reasonable amount of time. Posted July 01, 2012

Releases Version 9.0 of Katalyst platform Posted June 27, 2012

Today, both communication and collaboration tend to exist outside of the flow of work. Content is stored in one system and communication occurs in another. Take the process of co-authoring a document, one of the most common forms of workplace collaboration. The back-and-forth conversation around those files typically happens over email or IM. Then, final versions are published to a shared drive or ECM system (after you've sifted through the countless messages and manually merged everybody's feedback and comments). With the constant switching between applications, sometimes it seems virtually impossible to have a single view of what matters. . . . Posted May 29, 2012

In healthcare, the kinds of alerts you create for patient safety deal with issues such as contra-indications about drug interactions, and the level of complexity is staggering.... Posted May 28, 2012

Stephen Arnold waxes eloquent on the consumerization of IT, knowledge management, search and all other things "enterprise." Posted May 28, 2012

Designed for expanding environments Posted May 08, 2012

Cloud-based provider Trinicom Posted May 01, 2012

The true success of KM is when it disappears, meaning that KM processes are embedded in workflow... Posted April 29, 2012

"Now that everyone can see the data and come to their own conclusions. the concept of transparency is proving to be very effective."... Posted April 29, 2012

The term "learning analytics" seems to have a number of definitions, but it basically involves using predictive analytic tools to improve learning and education... Posted April 29, 2012

Our human fuzzy brains can benefit from tagging, but they also make tagging a wee bit flaky... Posted April 29, 2012

We don't really have a robust, systematic approach for capturing, sharing, applying and growing knowledge about farming. At least not on a grand scale... Posted April 29, 2012
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