Imagine a caller saying to an agent: “Do you work for the company or are you one of those outsourced customer service people?” Then the caller adds, “Because employees give the right answers but, the ...

Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Working as a contact center agent was never for mere mortals.

Indigenous knowledge systems are bodies of knowledge that were developed and used by local communities for centuries. They ...

What if the very tools designed to simplify your life are actually steering you away from their true purpose? In the world of personal knowledge management, the Zettelkasten method has become a beacon ...

Rather than wax philosophical about what knowledge is, let’s let it be any information that can further an organization’s goals. If managing IT can be compared to herding cats, managing knowledge is ...

The modern world is interconnected in ways that were unimaginable only a couple of decades ago. There now exists a constant flow of ideas, technologies, services, goods and even people across borders, ...

Technology and communication are pivotal in formal knowledge management processes. Despite broad definitions, knowledge management essentially means the systems and processes used by companies to ...

How Xerox got its engineers to use a knowledge management system Your email has been sent Xerox found a way to cut costs and share institutional knowledge with a knowledge management system that gives ...

As a business owner, you know that knowledge is your most valuable asset. But how do you keep track of all the ideas, processes, documents, emails, and insights that make your business run? This is ...