Shelf Blog: Knowledge Management

A knowledge management system is an organized way to store and retrieve knowledge using people, processes, and technology. It is the blueprint, the roadmap, or the structure for a company’s knowledge efforts. Knowledge management systems allow people in organizations to both document and access...

They say that knowledge is power. What’s even more powerful? If you deliver knowledge in a format that people can easily consume. Knowledge base articles may fit the bill for a time, but as you grow your needs may change. You should always look to present knowledge in an easy-to-use, digestible,...

Are you struggling to utilize the data collected by your company? Are you wondering how to improve the knowledge your organization manages and actually possibly reap the benefits of processing all this customer data? You’re not alone. Forbes estimates 95 percent of companies feel the need to...

In the middle of your company’s knowledge management strategy and need to get people organized? Even though people, content, strategy…and, yes, people make up the four pillars of knowledge management, many leaders skip straight to the strategy conversations and save the team structure...

No one wants to discover an outdated knowledge. Maybe you just cringed after digging up that old PDF in your company’s content (with the old company logo) last updated in August 2016. You might be thinking—wow…I sure hope a customer never sees that. Is it time to fix an outdated knowledge base?...

Every contact center knowledge manager I’ve met knows the frustration of selling an IT initiative up the ladder only to have it rejected. You spend hours speaking to different vendors, comparing feature after feature, giving recommendations to your manager, responding to emails—all to no avail....