Knowledge Management

Knowledge lies at the heart of every service desk. It’s how agents respond to problems and learn about the systems they administer. It’s what we pass along to customers when…

Unstructured content. As a writer, I hate that term. I remember the first time I heard reference to it — sitting in a meeting and technical people were talking about…

Trying to find some case swarming best practices? Let’s start by thinking about what your customers want. There’s a reason 72% of customers say they prefer self-service. When done right,…

Despite potential synergies, mergers are never easy — and often never achieve the economies of scale that were imagined. They require a marrying of cultures, knowledge, and the processes of…

The past two years’ transition to remote and hybrid work has forever changed the workplace. Work is increasingly distributed — to meet new demands to attract talent, enterprises are  offering…

During my various adventures in the technology space, nothing was more frustrating than a poor culture of knowledge sharing. I can recall numerous occasions in which “end users” — aka…

Where does your company fall among the four phases of knowledge management maturity? Let’s back up a little. Researchers speculate that in a decade, ‘remote work’ will just be ‘work’.…

How can you turn your Salesforce Community into a case deflection engine? Let’s back up a little. Thanks to the global pandemic, consumers increasingly expect a top-notch virtual customer experience;…

Far too few organizations understand how much is riding on their knowledge base strategy. By some estimates, only 44% of companies consider improving the knowledge base a top priority. Alas,…

If you’re looking for a philosophical, view-from-thirty-thousand-feet take on enterprise digital transformation, this isn’t it. Nor is this another post waxing lyrical about artificial intelligence (AI). Instead, my task is…