KANA Enterprise Knowledge Management

The Knowledge Base of the Future: Cutting-Edge Ideas You Can Implement Now

While we may still be waiting for flying cars and calorie-free ice cream, the future may be closer than you think when it comes to knowledge management. Here are a few progressive ideas you can implement now to start building the knowledge base of the future.

The Power of Customer Service Knowledge Management (CSKM)

Organizations around the world face market pressures that make providing excellent customer service a necessity. The ability to quickly and accurately address customer issues is a prerequisite for ensuring customer satisfaction and retention.

Six Best Practices for Agent Knowledge Management

Implementing knowledge management in the contact center can have a profound effect on the quality and efficiency of your service operations. Customers benefit from interactions with more knowledgeable agents, who are empowered to resolve issues with greater speed, accuracy and consistency.

Blue Mango Learning Systems ScreenSteps

ScreenSteps is a knowledge base management and training software designed to enable sales teams, support centers and employees through learning processes. The platform enables users to create training courses on product releases, customer trends, competitors and internal processes, utilize context-sensitive help to better facilitate role-specific activities such as lead prospecting or customer response and support consistency, and allows users to include training course-specific checklists, job aids, and SOPs.

– ANCILE uAlign

ANCILE uAlign is a cloud-based communications and analytics solution. Client organizations can ensure operational compliance, forward mission-critical messages to team members, issue trackable calls to action and confirm receipt and understanding of messages.

Attensa Professional

Attensa Professional is knowledge management software that facilitates knowledge worker workflows by automatically identifying and delivering relevant information. The platform aggregates all resources including information services, sources and alerts into a centralized system, is equipped with information and data filtering tools, and provides users with automated curation capabilities.

– Moxie Knowledge Management

Moxie Knowledge Management helps your workers and customers find key pieces of information in a timely manner. The program hosts a number of wikis, forums, and articles for all people associated with your company.

Atlassian Confluence

Atlassian Confluence is a knowledge management and collaboration tool that allows teams to create, share and discuss content and projects in a central location. Described as “crowd-sourcing” for information, the platform successfully encourages discussion and collects feedback.

Knowledge Management and Social Media: A Friendship At Odds

Social media and knowledge management: one organizes the information of a company while the other organizes the voices of the world. Yet the two distinctly alike tools are not friends. They are also two distinctly different ways to organize information — but why?