As a knowledge manager, you always have a lot to learn! Taxonomy management, frameworks, new breakthroughs in natural language processing—it helps to connect with other knowledge managers to learn and apply these concepts to give your organization an edge. But you don’t have to go in alone. In...
To survive in a world filled with data, you must run a knowledge-driven business. To boost productivity and customer satisfaction, you need employees and leaders to understand why quality knowledge impacts everyone. To begin this conversation, you don’t have to go in alone. A knowledge...
Ecommerce sales around the globe are expected to account for over a fifth of all retail sales by the end of 2022—which means support teams must handle a huge volume of calls in Q4 and Q1. No matter what business you’re in, peak season can make or break your customer experience if agents can’t...
Busy season is right around the corner. When calls start picking up, you need your customer service agents to be on their A-game. After all, 96% of customers rank customer service high when deciding whether to be loyal to a brand. When agents are inundated with a high volume of calls, fast and...
As a B2C retailer, busy season is an important time; customers continue doing business if they have a good experience—in fact, 65 percent of a retailer’s profits come from repeat shoppers. Repeat shoppers depend on timely answers; timely answers require great knowledge. Most people would...
If you’re waking up to the topic of knowledge management—you’re not alone. Interest in knowledge management has been on the rise since around 2020. As a result of a pandemic, many employees were forced to adjust to working remotely and had to figure out how to use their company’s knowledge...
Is knowledge management dead? We live in an on-demand society where customers expect accurate answers to their questions more quickly than ever before. If your knowledge management solution produces slow or incorrect answers, you diminish trust among customers and frustrate employees. You may have...
A knowledge management assessment is a simple audit of every knowledge-related component in your organization. This assessment discovers where there are gaps in your processes, team structure, or technology.
Your organization relies on great knowledge…and a competent individual who knows how to properly manage all the people, processes, and technology involved. Provide great knowledge, and employees spend less time searching for what they need—there’s no surprise knowledge is an ROI-positive...
You want to make knowledge valuable—in the hands of those who need it—but you need the right company culture to make knowledge an ROI-positive investment. Whether it’s a how-to article a customer needs to solve their own problem or tips from your best salesperson before they retire,...
In their recent survey ” Workplace Habits & Hangups,” the workplace research company Glean found that the average employee spends two hours each day looking for the resources they need to do their actual job. That amounts to 25% of their entire workweek—a problem costing employers...
Are you graduating from a knowledge base or upgrading a legacy knowledge tool like SharePoint and looking to better understand knowledge management best practices? Today’s customer expects a better knowledge experience—one where answers they encounter are up-to-date, informative, and...