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 ...

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 ...

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.

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, ...

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 ...

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 ...

Hey, you there! Heard about knowledge management (KM) but don't know where to start? Don't worry, there's a whole number of people just like you. At least 60 of them were at the “Practical Advice on ...