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…
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,…
The evolution of the digital employee experience prior to 2020, in hindsight, did not fully prepare us for what was to come. This year, workers in every sector of the…
The business world is full of buzzwords and jargon. However, while commonplace, these buzzwords are usually not well-defined – and this causes these terms to lose substantive meaning. Employee…
As a cloud communications company that prides itself on connecting an enterprise’s digital workforce, Fuze was falling behind in solving these issues within its own tech stack. Support content was…
We don’t usually invoke action movie franchises to describe our customers’ successes, but there’s no getting away from it: What Ellucian did, under the guidance of Global Support Manager Katherine…
Knowledge Centered Service (KCS) was a key initiative at the IT software company, ConnectWise, in 2019. They had developed a methodology for improving customer support, but a legacy tech stack…
Athenahealth knows that the latest breakthroughs in medicine come when you can tap the collective knowledge of experts. When it merged with Virence Health in 2019, athenahealth had established a…
