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.

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 ...

LONDON--(BUSINESS WIRE)--Infiniti Research, a world-renowned market intelligence solutions provider, has announced the completion of their latest article on the power of the knowledge management ...

In the previous article, we talked about the concept of the Chief Knowledge Officer (CKO) and his role in defining Knowledge Management (KM) in the company.With the KM framework defined, the next step ...

Any knowledge management system worthy of the name is, at its core, a “content factory”. A “content factory” is a system that automatically ingests and then consistently tags and indexes documents ...

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 ...

2020 was for many enterprises a time of survival. The new year offers a chance to set fresh priorities, find innovative ways to drive growth and learn to thrive in uncertain times. Technology is sure ...

This question was posted on Quora, “In 10 words or less, what is Quora?” My answer: Powerful application of crowdsourcing and social networking to knowledge management Knowledge Management (aka “KM”) ...

FORT LEAVENWORTH, Kan. (June 25, 2009) - As the Army Operational Knowledge Management proponent, the Combined Arms Center is responsible for developing an enduring knowledge management capability ...

The Central Intelligence Agency doesn’t like to talk about its mistakes. It’s not just embarrassing, but officials believe exposing details about how an operation went wrong reveals too much about how ...