Shelf Blog: Knowledge Management

According to a study by IBM, the global average cost of a single data breach amounts to $3.86 million. That’s an average of $148 for each lost or stolen record containing sensitive and confidential information. This stat highlights the difference between products built for small teams and...

Knowledge Management Systems (KMS) may be the single most impactful technology to help centers improve performance because agents are at the crossroads of contact center excellence.An agent’s ability to answer pressing customer questions simultaneously impacts many key contact center...

We know that your company’s search can’t work just like Google. To counterbalance its inability to crawl the web and learn from the 100s of criteria generated by 3.5 billion people, you need a platform that supplements and complements Findability with other Browse & Discover best practices....

(CC Image courtesy of Will Lion) According to an article published by the BBC, we’re now exposed to as much data in a single day as someone in the 15th century would be in their entire lifetime. In a single day we are bombarded with the information equivalent to approximately 12,775 days of an...