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Knowledge Management

Customer care contact centers and IT departments in large and small enterprises across the world are being asked to tighten their budgets—without sacrificing customer service or business productivity. We've all been there: Struggling to find a way to get more out of our contact center and help desk agents; looking for new ways to get calls out of queues; and begging other departments to pitch in... Posted April 01, 2009

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 April 01, 2009

According to the Service and Support Professional Association (SSPA), 80% of the time and costs for service support lies in problem resolution. Problem resolution management still remains an art, and the task is becoming increasingly difficult because products are becoming more complex, the range of product to support is becoming wider and there is a high staff turnover... Posted April 01, 2009

The role of customer service in an organization has probably never been more difficult—or more critical to an organization's survival. In recent months, most customer service organizations have seen operational budgets cut in the neighborhood of 20%. In addition, the customer is getting more dynamic and challenging to serve, with internal reorganizations, bankruptcies and mergers all taking place... Posted April 01, 2009

I am always a little dubious when marketers update the way in which we refer to time-honored traditions. A recent case in point would be how "search" has become "information access." Why is that an improvement? Another one that MIGHT fit the category would be "customer experience" as a euphemism for customer service. Except that I think it is not. Here's the thinking: "Customer relationship management" implies... Posted April 01, 2009

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Endeca releases new McKinley search platform Posted March 25, 2009

Announces Content Management 7.6 Posted March 25, 2009

Concept Searching supports SharePoint Content Types Posted March 18, 2009

Tackling unstructured and semi-structured content Posted March 16, 2009

New offering from Geo On-Demand Posted March 16, 2009

eTouch introduces V. 4.1 Posted March 04, 2009

VYRE debuts Unify 4.4 Posted March 04, 2009

Enherent Corp. and Attensity partner Posted March 02, 2009

Web-enabled enterprise BI Posted March 02, 2009

Group purchasing for healthcare companies Posted March 02, 2009

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Publishing this list is the most difficult project KMWorld undertakes every year, and I've been heading the effort since it began in 2000. Our somewhat informal judging process taps the individual and collective wisdom of colleagues, analysts, system integrators and even a selected group of users... Posted March 01, 2009

BP Logix introduces Workflow Director Posted February 27, 2009

Ingres unveils Alfresco-powered Icebreaker Posted February 25, 2009

Enhancing content monetization Posted February 25, 2009

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StreetSmarts introduces V. 5.0 Posted February 23, 2009

Integrates with Interwoven Posted February 23, 2009

eTouch offers on premises, multi-tenancy deployments Posted February 23, 2009

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New offering powered by Teragram Posted February 18, 2009

Open source content management Posted February 11, 2009

Open Text upgrades Web Solutions Posted February 04, 2009

Endeca and Kalypso partner Posted February 04, 2009

Inmagic creates knowledge networks Posted February 04, 2009

Law firms are using knowledge management tools to improve customer service, to ease the discovery process and to better manage client billing and communications when working remotely... Posted February 02, 2009

"Going green" has become a topic of increased attention lately, but it's nothing new to knowledge management. By its nature, knowledge management promotes efficiency and optimal use of resources, which often reduces the amount of energy required to achieve a given goal. What has changed is the heightened awareness of those benefits... Posted February 02, 2009

Recommind releases MindServer Search 6 Posted January 28, 2009

Collaborative content management Posted January 28, 2009

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$775 million price tag Posted January 22, 2009
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