About Ed Shepherdson
Companies across all industries are well aware that, in today’s market, customer experience stands as their primary differentiator. Let’s face it, we are coming out of an era where bad…
How to Preserve the Human Element of Customer Service
New technology is designed to make our lives easier. But in the realm of customer service, new technology and personalized service are often at odds with one another. How did…
When “Undercover Boss” Comes to Customer Service – A Knowledge Management Challenge
Many within customer service know the knowledge management challenges that service agents face on a daily basis. But oftentimes, these challenges don’t make their way to the executive level. If…
Information Not Found, Again — Corporate 404 Infiltratesthe Workplace, Proving Knowledge Management Challenges
A recent TED talk by Renny Gleeson on “the story of a page not found” got me thinking. When we land on a website’s “404 page not found” error message,…
Is Your Content Valuable for Knowledge Management?
One of the most common businesses phrases these days is “Content is King.” Knowledge workers in many organizations create new content and contribute to a company’s collective knowledge every day.…
Fixing the Onboarding Dilemma with Advanced Enterprise Search
Many organizations sell and support complex products or services. In these types of organizations, the knowledge to navigate this complexity is collected over time based on experience. It becomes easy…
What’s More Difficult to Reduce: The National Debt or Your Backlog?
The United States has held a public debt since 1789. While your accumulation of unresolved customer cases hasn’t been around quite that long, it probably feels that way. An industry…
Does Knowledge Have a Lifecycle? How to Manage and Access Your Most (and Least) Valuable Content
We live in an era where organizations are collecting more information than ever before, making it difficult to harvest its value. To cut through the clutter and find that value,…
Attention Companies: Stop Knowledge Hoarding
We have grown up in an era where knowledge was considered power. If you had the best marks in your class at school, then you must be smart. If colleagues…
Mining for Gold: Search Technology Finds Knowledge Amid the Data Chaos
Customer demand for high-quality support continues to grow, as customers have raised the bar for every interaction with support organizations. This comes as a result of the plethora of information…