One of the most important aspects of customer engagement is self-service. Customers are willing to pay more for a positive customer experience, according to 86% of customers. Therefore, along with ...

Managers are bombarded with an almost constant stream of data every day. According to David Derbyshire, “Scientists have worked out exactly how much data is sent to a typical person in the course of a ...

Management 101 tells us that success in business starts with setting goals and measuring progress toward them. Service and support leaders are metrics masters: from electronic status boards to thick ...

The purpose of knowledge management is to harness, develop and direct the expertise of the organisation and to apply it effectively to achieve strategic objectives. Its purpose is also to encourage ...

A McKinsey & Company study from May 2014 found that the average interaction worker spends an estimated 28% of the workweek managing email and nearly 20% looking for internal information or tracking ...

Knowledge is power. It holds the context and insight required to drive business forward. However, knowledge is often trapped in data silos—stuck on a server or lost in a forgotten folder. That ...

A next gen KM system should give customers personalized answers related to their preferences and history. Your bank, for example, should know you have a checking account, a savings account, and a ...

Every now and then, an idea or concept takes the productivity nerds of the internet by storm. We get so obsessed that it breaks through to the mainstream, and you can’t seem to go anywhere online ...

The Nuclear Knowledge Management school is a one week course that provides participants with specialized education and training on the development and implementation of nuclear knowledge management ...