Shelf Blog: Knowledge Management

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...

Below is the story of how a global hardware and software manufacturer navigated the enterprise knowledge management landscape. Told through the lens of Julia Berg, a knowledge management leader, explore how one enterprise went from documentation chaos to finding the knowledge solution they needed...

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...

Knowledge is arguably your company’s most valuable resource—essential for success in today’s business environment of rapid development and continual change. So why use a knowledge base? One reason your organization should use a knowledge base is that it helps employees find valuable...

Knowledge management is critical in today’s competitive business landscape. With 1.1 trillion megabytes of data created daily, businesses need professionals that can organize information and make it useful. Companies that organize all of this data will have an advantage over...