Knowledge management systems help companies store, access and organize documents and information. Both internal teams and external stakeholders might access and use your documentation. Centralizing ...

Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Working as a contact center agent was never for mere mortals.

Imagine a caller saying to an agent: “Do you work for the company or are you one of those outsourced customer service people?” Then the caller adds, “Because employees give the right answers but, the ...

In the information-driven age, organizations have recognized that managing knowledge is key to maintaining a competitive edge. Knowledge management software (KMS) has become an essential tool for ...

Every now and then, an idea or concept takes the productivity nerds of the internet by storm. We get so obsessed that it breaks through to the mainstream, and you can’t seem to go anywhere online ...

New and emerging computing technologies have taken artificial intelligence (AI) and machine learning (ML) from potential game changers to genuine powerhouses of innovation. While there's certainly a ...

This paper addresses the important and somewhat contentious matter of how knowledge accrues in a system. The matter has at its heart the establishment of a scaling function for knowledge (as distinct ...

Knowledge and Information Management (KIM) is a multifaceted discipline that encompasses the systematic processes of identifying, organising, storing, and retrieving knowledge. The practice is ...

Retail is one of the largest sectors in the world, with a retail sales forecast of $30.3 trillion in 2023. In a market so large and competitive, businesses compete to stand out to deliver bigger and ...