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ViewPoints

6 steps for engaging employees regardless of their workspace

As companies continue to navigate the challenges brought on by the COVID-19 pandemic, they must ensure employees are engaged and supported in every work environment

How remote teams can use organic self-service KM tools

Adopting strategies that incorporate organic elements can dramatically accelerate common support workflows by reducing the friction between accessing knowledge and productive output

Four best practices for eliminating data chaos and information silos in 2021

It's imperative that organizations establish rules of engagement and best practices for the use of content and collaboration platforms in 2021

Capitalizing on the Data Economy: Why MDM and Data Governance Have Never Been More Critical

Platform-style MDM solutions in particular provide the data model flexibility to allow the business to develop a common data model, often for the first time in an enterprise

How COVID-19 has impacted digital accessibility

The disruption that occurred in the past year cannot be overestimated as millions of employees were suddenly expected to work from home without onsite IT support

That data inside your company walls? It’s leaving you with blind spots.

Any knowledge management professional will tell you that just getting all of a company's internal data together and organized so it can be of use to its employees is a mountain of a task

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

How public sector agencies can extend their MFD investments to boost security and productivity

Leveraging secure content-aware print and capture capabilities, along with industry-leading intelligent automation, can enable public sector organizations to have full-scale enterprise automation starting at the MFD

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