Knowledge Management - KMWorld Magazine

Psycho-cognitive search- A steroid for KM?

Posted September 24, 2013

Critical Practices That Drive Success Analytics and Data Projects

Six important practices can propel organizations to the forefront of their industries by tapping into the huge business value in content. Analytics tools (such as Smartlogic's software suite, Semaphore) identify, classify, extract, integrate and surface the information contained in content, making it digestible, intelligible and valuable. This kind of "content intelligence" supports existing information management, enterprise search and business intelligence systems. . . . Posted September 24, 2013

CEO Mandate: A Higher Return on Knowledge

The top CEO challenge—according to recent surveys including IBM's annual CEO survey—is responding to customers and marketplaces with greater relevance and immediacy. That's because lack of relevance and responsiveness carries huge economic consequences—missing opportunities, poor customer service, lower sales, customer-churn, sub-optimal products and services, costs associated with reinventing the wheel and more. . . . Posted September 24, 2013

Didn't We Already Solve That Problem?

In the very funny movie, "Groundhog Day," Bill Murray's character is forced to relive the same day over and over again—constantly repeating the same dialog, actions and events. More and more companies are finding themselves in a similar "endless cycle" these days. Employees who quit or retire with specialized expertise and knowledge take it with them. As a result, companies are forced to spend time and money training their remaining employees to re-solve the exact same problems over and over. . . . Posted September 24, 2013

A Positive Experience at Every Touch Point

While we may still be waiting for flying cars and calorie-free ice cream, the future may be closer than you think when it comes to knowledge management. Here are five progressive ideas you can implement now to start building the knowledgebase of the future: 1. A search engine that knows what you are thinking. One of the most frustrating aspects of using a knowledge management tool is finding the answer you're looking for. Precious seconds are wasted trying different search queries and navigating complex hierarchies. But what if you didn't have to search at all? One of the most important advances in customer service knowledge management is the incorporation of customer context. . . . Posted September 24, 2013

Five Ways Social Intranets Solve CIO Problems

So every CIO is supposed to have a social strategy because social is taking over the universe. It's the preferred way people communicate at work or at the office.

OK, you get it. But what if I told you that, in fact, a social intranet will help you elevate your game and make savvy CIOs more valuable in their own companies? Or that a CIO who does a good job deploying a social intranet will likely solve other thorny enterprise IT problems? Five reasons why CIOs should embrace social intranets. . . . Posted September 24, 2013

Social Business: Delivering the Promise of KM?

As we all know, KM has been an uphill sell for a long time. Failed projects. Misdirected strategies. Lack of adoption. Expensive and ineffective technologies. These are the kinds of things that put a bad taste in the mouth of executives and investors.What KM really needed was a killer app—a no-brainer, value-creating, business-improving reason to adopt and support a knowledge-based strategy in the fast-moving and diverse organizations that are common today.We might have stumbled onto it. In shorthand, we call it "social business." More drawn out, it is the application of social technologies as they are applied to operational and mission-critical business functions. More on that later. . . . Posted September 24, 2013

Improved SharePoint migration with Metalogix Content Matrix 6.2

More capabilities for SharePoint administrators Posted September 16, 2013

Unleash Knowledge Value Add (KVA) in the Customer Engagement Center

Customers prefer different ways of finding information, or the same customer may use different methods, depending on the situation. Multiple search methods improve knowledgebase adoption, customer and agent experience and ROI. Posted September 06, 2013

National Geographic eases administration of employee accounts

New identity and access management system Posted September 04, 2013

KMWORLD Trend-Setting Products of 2013

The common thread running through all the products listed here is the unique value—and potential value—they offer the organization, its workers and their various constituencies. Posted September 01, 2013

KM software tailored for government

"We keep customers moving forward but don't force them to adopt the most recent versions of software." Posted September 01, 2013

Is the new open data directive transformative, or will bureaucratic inertia win out?

The policy requires federal agencies to create an enterprise data inventory and a public listing of that inventory. Posted September 01, 2013

Broadening crowdsourced knowledge from Moxie

New mobile app, life edit and drag-and-drop Posted August 26, 2013

Coveo extends, expands its search solution for Salesforce

Adds significant connectors for the cloud Posted July 18, 2013

Using big data to assess suicide risk

Building to build a medical database to help military mental health experts Posted July 15, 2013

Using Content to Improve Customer Service

Customers want answers to their questions and they want them fast. When a customer has a simple question, they don't want to search through pages and pages of content on a company's website to find their answer. Unfortunately this is generally the case on most company websites, creating an overall poor online customer experience. Using virtual agent software can help improve customer service by answering the customer's question without making them waste time searching through content. . . . Posted July 09, 2013

Embracing Context-Aware Knowledge

Cutting-edge technology empowers agents and customers with the information they need—on demand and in context. As a rule of thumb in customer service, any customer issue not resolved quickly will see its cost roughly triple. When you factor in research time, contact and context re-establishment time, time spent finding and bringing in experts to help, escalation time, time wasted on interruptions and more, you've got quite an inefficient, costly problem on your hands. . . . Posted July 09, 2013

Using Knowledge for Great Customer Support

Great customer support remains one of the few differentiators that businesses can sustain over time. Companies that are winning in today's hypercompetitive business environment provide standout customer service by leveraging knowledge to empower contact center agents and enable superior self-service for customers.

eGain has delivered KM solutions for multichannel customer support for well over 15 years. In the process, we have compiled hundreds of best practices; here are some of the popular ones. . . . Posted July 09, 2013

Modern Customer Service: Precise And Efficient

Customer service has become an integral part of the added value chain. It contributes to turnover, profit and ROI, and improves customer satisfaction and loyalty. Good service sets companies apart from the competition and stimulates growth in fiercely competitive markets. But the demand for fast reaction times with the correct answers in an atmosphere of extremely short innovation cycles causes service staff to be challenged even more.

Furthermore, professional customer service relies on powerful IT systems. Traditional IT systems that primarily focus on management of service processes need to be complemented by innovative, intelligent knowledge management methods and tools. . . . Posted July 09, 2013

The Knowledgebase of the Future

While we may still be waiting for flying cars and calorie-free ice cream, the future may be closer than you think when it comes to knowledge management. Here are five progressive ideas you can implement now to start building the knowledgebase of the future: 1. A search engine that knows what you are thinking. One of the most frustrating aspects of using a knowledge management tool is finding the answer you're looking for. Precious seconds are wasted trying different search queries and navigating complex hierarchies. But what if you didn't have to search at all? One of the most important advances in customer service knowledge management is the incorporation of customer context. . . . Posted July 09, 2013

Making the Case for Knowledge in Customer Service

Nowhere in your organizations can information be transformed into useful and actionable knowledge more gracefully and effectively than in your customer care (customer service, customer experience... whatever you want to call it) departments. For there resides the intersection between what you know, and what your customers want to know. But nobody says it's easy, and it's only getting harder. The three-way collision of Web self-service and social networking smashing into a reduced IT workforce and budget has done a number of whammys on KM in customer service. . . . Posted July 09, 2013

15 tips ensure KM's success

An important issue for long-term success of KM initiatives is aligning them with organizational strategy, especially in times of change. Posted July 05, 2013

TEMIS beefs up semantic content enrichment solutions

Acquires i3 Analytics Posted June 28, 2013

Mid-market, omni-channel customer experience management

KANA launches new version of Express Posted June 27, 2013

Voice of the customer solution from IntelliResponse

Introduces VOICES for digital customer service Posted June 26, 2013

SydneyPLUS, Inmagic, Cuadra, Questor Systems and affiliate companies now Lucidea

Full set of knowledge, content management solutions Posted June 12, 2013

Migrating and managing SharePoint content

SherWeb selects the MetaVis Architect Suite because of its functionality and because it did not require installation or deployment of any server side controls Posted June 10, 2013

Really listening to customers

Create process efficiencies, understand customer sentiment at a granular level and derive insights from customer feedback data Posted May 30, 2013

TEMIS launches Luxid for SharePoint 2013

Automates enrichment of columns with domain-specific metadata Posted May 28, 2013

Somewhere, Something Incredible is Waiting to be Known

Inside your company, valuable information is not being used. It's sitting in repositories where no one thinks to look, in the minds of experts no one thinks to ask, it's scattered in pieces across multiple systems and siloed organizations. Valuable content also sits outside your company—in social media, communities, etc.—created by your customers and industry experts, which is used and shared by other customers when they need answers. Posted May 28, 2013

Accountable care movement depends on clinical analytics

Health reform efforts present a new type of knowledge management challenge. Posted May 28, 2013

Semantics: next step in KM

"Semantic technology can improve indexing, identify entities and output tags, which can be analyzed by sophisticated numerical recipes..." Posted May 28, 2013

Easy affordable SharePoint/Office 365 migration from Metalogix

Introduces Content Matrix Migration Express Posted May 15, 2013

Bringing silos together with Appian Records

Act on enterprise data through a single social interface Posted May 09, 2013

Moxie Software launches Social Knowledgebase

Crowd-sourced intelligence for customer experience Posted May 08, 2013

Securely separating business from personal for BYOD

Accellion integrates MobileIron AppConnect Posted May 06, 2013

‘Omni-channel’ customer service from KANA

Agent, Web, social and mobile Posted May 01, 2013

Advanced Indexing Technology

Big data. Unstructured data. Semi-structured data. Data is all over the technology news, and for good reason. It is overwhelming organizations, requiring them to find new ways to operate, stay competitive, better serve their customers and bring new products to market faster.

Companies are finding themselves with piles of information within multiple channels, locked away in silos-different systems, different departments, different geographies and different data types, making it impossible to connect the dots and make sense of critical business information.

Hidden inside streams of structured and unstructured data across cloud, social and on-premise systems are information relationships that answer questions employees haven't even thought to ask, but need to be asking. . . . Posted April 30, 2013

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