Institutional knowledge continues to be a casualty as boomer-retirements and pandemic-layoffs shelve decades of management know-how. According to Pew Research Center, nearly 30m boomers will leave the workforce this year.…
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…
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…
Awareness of the economic damage from the global pandemic continues to grow. National debt is ballooning as governments attempt to prop up businesses and individuals. At the time of writing,…
You can disagree with me on whether to call it an ‘intranet.’ You can disagree with me on what to put on the intranet. And you can disagree with me…
It is starting to be widely appreciated there has been a rapid change of behaviour in the way customers now expect to receive sales and service support. Enforced isolation has…
It’s a challenge trying to lead organisations through COVID-19. Homeworking remains a top of mind issue with all the associated technical challenges. Then making necessary compromises on the ‘correct’ working…
A robust knowledge management strategy is required to make the remote workplace relevant. For many members of the workplace, the sudden shift to distributed home offices is a new challenge…
Following an in-depth research and evaluation process by SPI Research – the leading technology services research firm – it was announced that Coveo has been recognized as one of the…
