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 ...

It's a complaint often heard in law enforcement agencies nationwide: "We don't know what we don't know." Police from one jurisdiction are unaware of a burglary ring operating in a neighboring city. Or ...

What if the very tools designed to simplify your life are actually steering you away from their true purpose? In the world of personal knowledge management, the Zettelkasten method has become a beacon ...

Rather than wax philosophical about what knowledge is, let’s let it be any information that can further an organization’s goals. If managing IT can be compared to herding cats, managing knowledge is ...

Hey, you there! Heard about knowledge management (KM) but don't know where to start? Don't worry, there's a whole number of people just like you. At least 60 of them were at the “Practical Advice on ...

As a business owner, you know that knowledge is your most valuable asset. But how do you keep track of all the ideas, processes, documents, emails, and insights that make your business run? This is ...

How Xerox got its engineers to use a knowledge management system Your email has been sent Xerox found a way to cut costs and share institutional knowledge with a knowledge management system that gives ...

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 ...

In a new achievement that reflects its leadership and excellence, the Qatar Olympic Committee (QOC) has received international certification in the Knowledge Management System ISO 30401. This ...