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.

As artificial intelligence (AI) continues its meteoric rise, the role of knowledge management (KM) in contact centers is gaining prominence like never before. Knowledge and knowledge management ...

Ever since the inception of knowledge management, there have been varying definitions, connotations, and denotations of what KM means to the enterprise. Nearly all of them have relied on taxonomies ...

The following four case studies look in depth at the challenges faced by knowledge management officers (KMOs) across various headquarters. In each case, the KMOs exercised exceptional staff officer ...

With an ever increasing volume of available information, how can one keep up and make use of it? Information simply has to be accessible – gathering, managing and utilizing information is an ...

The Joint Program Executive Office for Chemical and Biological Defense equipment plays a vital role in the Department of Defense's mission to defend the nation and Warfighters against chemical, ...

In the rapidly evolving landscape of healthcare technology, ensuring patient safety remains a paramount concern. By harnessing innovative technologies such as AI, data analytics and digital health ...

How to Make a Call Center Knowledge Base Reps Actually Use Your email has been sent A call center knowledge base needs careful consideration to be relevant. Here’s how to create a helpful resource ...

Das Wissen innerhalb des Unternehmens allgemein verfügbar zu machen, gehört zu den schwierigen Aufgaben der IT. Zwei international operierende Banken haben mit ihren Step-by-Step-Ansätzen Erfolg. The ...

Building, collecting, transferring, sharing, preserving, maintaining and utilizing knowledge is essential to developing and keeping the necessary technical expertise and competences required for ...

The Nuclear Knowledge Management school is a one week course that provides participants with specialized education and training on the development and implementation of nuclear knowledge management ...