-->

ViewPoints

Four key skills for building an effective CX program

Customer experience teams face a range of challenges that can be overcome by relying on these four pillars

Where e-discovery is headed in 2021 and beyond

More than any time in recent memory, the future feels uncertain not just in e-discovery, but in many aspects of business and general life as well

On your mark, get set, Zoom: Starting off right in collaboration app e-discovery

Considerations lawyers should explore to get a handle on the role of collaboration tools and Zoom in their broader e-discovery landscape

Knowledge management in 2021: KM enters a new stage

The knowledge graph stage emerged in full at KMWorld Connect 2020

Robotic Process Automation 101

If you have legacy systems and high-volume, repetitive tasks, RPA can probably save you time and money—but there are some things you should never automate

Knowledge management leaders offer their predictions for 2021

If 2020 has taught us anything, it's just how imperative agility is to the success of companies trying to maintain momentum during uncertain times

How to hire your organization’s first knowledge manager

Common pitfalls to avoid and skills to look for when hiring your first KM manager

Achieving a unified view for business without coding

The chief advantage of using a common data model method for business users is the codeless means by which they can define their own business logic

Review is not the most expensive part of e-discovery

Reviewing documents isn't what drives document review costs

With an overnight WFH revolution, a chance for companies to reassess their IP security

As your company rises to the challenge of the post-COVID tech landscape, take the time to ensure your most valuable assets

Why a virtual agent makes sense in good times and bad

The current situation highlights how technology can help—particularly with disruption, a remote workforce, and the need to keep businesses running.

Is your online support community leaving money on the table?

Online customer support communities provide a basis for real customer dialogue and feedback that goes beyond simple online surveys

Translating the voice of your customer (VoC) into business intelligence

Most organizations know that there are disconnects and mistakes that occur among their customer service teams that directly correlate to poor business performance

Managed services and governance requirements in a new virtual reality

Expect managed digital workspace services to grow into an in-demand offering, as more companies embrace remote work both during and after the current global pandemic

Identifying new risks to ensure business continuity amid a pandemic

As the key source of information for an organization, knowledge managers must leverage and distribute new information using learning techniques that are most appropriate for the organization's varying audiences

Best practices for becoming a self-service business 

Businesses that resist a self-service workflow are limiting their growth and closing themselves off to new markets and customers

Understanding conversational technology through the evolution of communication

Full-blown AI assistants may be a thing of the not-so-distant future, and we can already see this evolution in AI-driven chatbots and virtual assistants.

How AI will help to shape the new normal

To achieve its potential, there is no escaping the fact that AI must have accurate, clean, and managed data

The call center of the future: WFH is here to stay

Companies that take advantage of the real benefits associated with remote teams will be better able to compete in the future

Smarter content connections: The key to digital business process innovation

To transform everyday business processes and create new employee/customer/supplier experiences, organizations first need to be able to link related content intuitively—and that requires unfettered inter-systems integration, an open approach to data exchange, and targeted use of AI