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Putting knowledge in the flow of everyday work

If you design KM solutions to align with the problems employees need to solve, make it easy for them to access the available resources, and then build prompts and reminders into your business processes, you'll be well on your way to embedding KM into the culture and the way people work.

Unified communications and KM are finally collaborating

The trend is now toward unified communications as a service (UCaaS), with a cloud model that allows for quick and flexible deployment. Ideally suited for a dispersed workforce, UCaaS accounts for slightly less than half of the global $52 billion unified communications market.

The 2019 KMWorld Readers’ Choice Awards Winners

With a diverse array of products, services and technologies to consider and the stakes getting higher for information-driven success, it can be challenging to make the right choices. There are many ways to learn more about what is available, such as accessing white papers, research reports, and webinars, as well as consulting with experts and peers. We hope the KMWorld Readers' Choice Awards list provides an additional resource to help make the job of identifying solutions to investigate easier.

Why the Digital Employee Experience Matters (Video)

Step Two principal consultant Rebecca Rodgers defines the digital employee experience (DEX) as a lesser-known and undervalued cousin to the user/customer experience model and explains why it matters in this clip from KMWorld 2018.

ViewPoints

Knowledge management predictions for 2020

As we approach a new year—and a new decade—executives from multiple industry sectors offer predictions on the intertwined areas of CX, information governance and compliance, and automation and AI

How smartphones are transforming customer experience

Support organizations that can leverage the power of the smartphone in order to transform their contact center can not only gain key insights to help streamline support operations but can also make agents more effective

Observations on KMWorld 2019

At KMWorld 2019, three themes emerged with much greater emphasis than in previous years

Today's contact centers: Q&A with Anand Janefalkar, founder and CEO of UJET 

Today's contact centers need to create seamless data flows and connect information between new and existing systems and technologies, according to Anand Janefalkar, founder and CEO of UJET

Columns

The convergence of convergence

The more systems and subsystems we attempt to stitch together, the greater the unpredictability.

Usability testing for effective interactivity

Connecting the seeker to the information she seeks is not a new problem. Interaction design has been a stumbling block since the age of the card catalog.

Coming soon to your newsfeed —Ethics and AI

People need to be sensitive to the many ways ethical judgments are being baked into the fabric of their AI projects.

Knowledge Management Whitepapers

The Enterprise Data Catalog: Build or Buy?

Learn about the key lessons from the data catalog journeys of eBay and LinkedIn, and why building may lead you to buying

Case Study: Telecom

How our Knowledge Management Platform helped leading Telecom improve its FCR by 21%

Case Study: Food Delivery

How kochartech assisted a leading online Food Delivery App reduce AHT by 15%

Case Study: Oxigen Wallet

e-Commerce Companies and Suppliers