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Knowledge Management

Steve Arnold gets all sentimental in this analysis of cutting edge search technology. Posted July 05, 2011

Designing a business process management (BPM) application to address your organization's document processing challenges can be overwhelming. Using a "case management" construct as an organizing principle can often simplify the challenges associated with complex decision-intensive processes. The theory and practice of case management can be applied to every industry. . . . Posted July 05, 2011

Providing customer service used to be easy-customers showed up at your door or called you on the phone. But the explosion of channels has changed service delivery as customers now live a multi-channel life and easily shift from self-service, to the phone, email, chat, IVRs, store visits and kiosks to get help. . . . Posted July 05, 2011

The "customer experience" is the sum of all the interactions that a customer has with your company. It defines your company in terms of how easy or difficult it is to do business with, the quality of its products and services, and whether or not it cares about its customers. Ultimately, the customer experience determines how long customers will continue to do business with your company. . . . Posted July 05, 2011

People naturally want to share what they know. Customer service and support teams share knowledge every day, with email, shared drives, instant messaging and by just popping their head over a coworker's cubicle. Best practices like knowledge-centered support (KCS) make knowledge sharing a simple and effective part of the job. So, doing knowledge management right should be easy... but it's not. . . . Posted July 05, 2011

Customer service has emerged as one of the few remaining differentiators that businesses can sustain over time. Companies that are winning in this environment provide "stand-out" customer service by using knowledge to empower contact center agents and drive self-service interactions. In delivering KM solutions to world-class contact centers and self-service operations for more than 15 years. . . . Posted July 05, 2011

There are so many channels for customers to reach us, and so many ways in which to interact, that it is unclear whether the "contact center" or the "Web group" or the "marketing department" or the "salesforce" is in charge. Guess what. They all are, at any given point in the day or night. And each of these organizational groups has its own motives, its own directives and its own metrics for success. . . . Posted July 05, 2011

Adobe unveils Digital Enterprise Platform Posted June 20, 2011

Connotate and National Technical Information Service partner Posted June 08, 2011

Acquia releases Drupal Commons 1.6 Posted June 06, 2011

Perfect Search and Caringo partner Posted June 01, 2011

Adds greater e-discovery capabilities, competencies Posted June 01, 2011

"The best way for people to share knowledge and be creative is by working closely in a community environment, so we wanted a solution that brought people together..." Posted May 28, 2011

SDL debuts LiveContent 2011 for interactive product documentation... Posted May 25, 2011

Information Manager from MetaVis Posted May 25, 2011

Dashboards for action tracking, project/case management Posted May 16, 2011

Acquires Springboard Research Posted May 16, 2011

Posted May 01, 2011

ECM should not be viewed solely as a way to store information, but also as a "business transformation and optimization engine..." Posted May 01, 2011

Milberg, a law firm with offices in New York, Los Angeles, Detroit and Tampa, has chosen a Web-based workflow and notification system to manage its legal hold and risk assessment processes in future cases Posted April 26, 2011

Lionbridge and IBM introduce GeoFluent Posted April 14, 2011

Axceler updates its administration product Posted April 11, 2011

Further mobilizing the Web Posted April 11, 2011

Adds social media monitoring Posted April 04, 2011

"The most important, and indeed the truly unique, contribution of management in the 20th century was the 50-fold increase in the productivity of the manual worker in manufacturing. The most important contribution management needs to make in the 21st century is similarly to increase the productivity of knowledge work and the knowledge worker."... Posted April 01, 2011

Linking 40 different systems Posted March 29, 2011

Ektron and Brightcove partner Posted March 29, 2011

Advancing document analytics in CAAT Posted March 09, 2011

Deal to accelerate mobile application strategy Posted March 09, 2011

The federal financial incentives being offered to organizations that are "meaningful users" of electronic health records EHRs require an increasingly sophisticated level of data gathering and reporting... Posted March 01, 2011

Adobe delivers full suite Posted February 23, 2011

Adds expertise location module to Auminence Posted February 23, 2011

Semantic technology meets geospacial analysis Posted February 09, 2011

Launches SDL Tridion 2011 Posted February 02, 2011

Posted February 01, 2011
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