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Best Practices in Modern Knowledge Management

Modern Knowledge Management What makes something modern?

It should probably involve the latest technologies and ideas. Modern means being innovative, employing novel approaches, moving things forward, and providing a real change from the status quo…

Knowledge as a Service: A Look at Modern Knowledge

Knowledge management (KM) is growing and evolving as a core business capability. Traditional KM was comprised of search boxes that brought back lists of results, embedded in web sites and sometimes in specific tools. Content tagging and basic search types were used to drive relevance. If knowledge was needed to drive other interactions outside the search application, specific content objects might be linked in from the knowledge base, or sometimes surfaced through background searches…

Transform Customer Service With Next-Gen Knowledge: Why and How

The consumer has spoken.

Forrester Research asked 5000 of them, “What created the biggest pain when you contacted a business for customer service?” They answered—lack and consistency of agent knowledge, followed by the difficulty of finding relevant answers on company websites…

Three Ways to Take Advantage of Artificial Intelligence & Machine Learning

Across industries and use cases, organizations consistently struggle to effectively manage and take advantage of the volume and various types of content produced internally or received from customers or business partners…