It's a complaint often heard in law enforcement agencies nationwide: "We don't know what we don't know." Police from one jurisdiction are unaware of a burglary ring operating in a neighboring city. Or ...

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.

Effective knowledge management is crucial for successful AI. Here’s how organizations can optimize to improve AI-enabled customer service interactions. Organizations everywhere are understandably ...

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 ...

What if you could merge the art of knowledge management with the precision of AI-driven coding? Imagine a workspace where your ideas, notes, and projects seamlessly connect, while intelligent ...

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 ...

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 ...

Indigenous knowledge systems are bodies of knowledge that were developed and used by local communities for centuries. They shape how people understand their environment, solve problems, and live ...