Something curious is happening with respect to knowledge management. One look around would suggest that, before the pandemic and so-called Great Resignation, knowledge management was dead. A dusty backoffice relic…
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…
Avocado toast not bringing all the millennials to your yard? Sorry, I just dated (and outed?) myself. Anyway, between the pandemic and the Great Resignation, work is evolving, with millennials…
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’.…
If you blinked you’d have missed it – but one of the more understated tech stories of last month was that Google Toolbar was pronounced officially dead after 21 years.…
With innovation in the life sciences industry evolving at a rapid-fire pace, the quantity of generated data and new sources of data is skyrocketing. Now, more than ever before, stakeholders…
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,…
Changing agent behavior is hard. They’re only human, and humans enjoy consistency. But if you’re going to future-proof your company, change is a necessity. This means updating tools and processes—not…
