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 ...

Knowledge management can help institutional teams become more familiar with their enterprise artificial intelligence tools ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. The insurance industry runs on information. Every policy, claim, risk assessment and ...

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 ...

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 ...

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.

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 ...

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 ...

Your digital notes are a reflection of your mind. It’s a private space for ideas and insights. Choosing the Personal Knowledge Management (PKM) tool isn't just about functionality; it's about ensuring ...