Knowledge management has been a hot topic for some time now. However, many firms have placed this initiative on the back burner due to the financial costs or the time commitment required for the major ...

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 ...

The Department of Homeland Security is in search of a knowledge management platform to help coordinate workload and data management of its Procurement Innovation Lab (PIL), with the potential to ...

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 ...

Let the OSS Enterprise newsletter guide your open-source journey! Sign up here. Knowledge, as the old saying goes, is power. But when that knowledge is splayed across sprawling, fragmented ...

Organizations with effective problem-solving techniques mostly use knowledge transfer and communication in an informed and more natural way. The downside of his approach is that employees and teams ...

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 ...

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.

Journal of Management Information Systems, Vol. 29, No. 4, Multiple Dimensions of Value in Information Systems (Spring 2013), pp. 103-126 (24 pages) To derive more business value from existing ...

The purpose of the Data Centric Knowledge Management System (DCKMS) is to centralize knowledge generated by employees working within and across functional areas, and to organize that knowledge such ...

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 ...

On June 1, 2009, Air France 447 crashed into the Atlantic Ocean. One of the admittedly many causes for this tragic incident was the “glass cockpit” effect: The pilots, flummoxed by the many different ...