Knowledge management
With knowledge management, organizations can organize, store, manage and analyze business knowledge -- like documents, training resources and technical content -- so employees can easily access it. Effective knowledge management can help create self-service strategies and benefit customer service tools like CRM and contact center software.
Top Stories
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Answer
29 Jun 2023
How do collaboration and knowledge management relate?
If organizations integrate their knowledge management and collaboration systems, employees can better collaborate on and share data and documents in a secure environment. Continue Reading
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Tip
22 Jun 2023
4 knowledge base article templates
Knowledge bases can improve CX and employee productivity, but organizations may not know where to start. Discover four templates to help teams write knowledge base articles. Continue Reading
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Feature
01 Jun 2023
4 important skills of a knowledge management leader
KM programs need a leader who can motivate employees to change their routines. This leader needs a long-term mindset and the ability to translate KM ideas into business language. Continue Reading
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Feature
31 May 2023
What does a knowledge management leader do?
Knowledge management teams often include IT professionals and content writers. But at the head, they need a central leader to make connections and guide people. Continue Reading
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Tip
24 May 2023
8 software tools for knowledge sharing and collaboration
Knowledge sharing and collaboration are staples of the modern workplace, thanks to remote and hybrid work. These eight tools can improve teams' hybrid collaboration processes. Continue Reading
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Feature
16 May 2023
What are the benefits of a knowledge base?
As a knowledge base lets customers and employees quickly find answers, it can boost an organization's customer satisfaction score and overall efficiency. Continue Reading
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Tip
11 May 2023
How to build a WordPress knowledge base
A knowledge base lets customers quickly find answers to their questions, which benefits CX. Organizations can use WordPress plugins and themes to build their own knowledge bases. Continue Reading
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Tip
07 Apr 2023
Top 8 knowledge base products in 2023
A knowledge base can help organizations increase brand loyalty and customer satisfaction. Top knowledge base products include Heroic KB, ProProfs and ServiceNow. Continue Reading
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Answer
27 Jan 2023
What are the key issues in knowledge management?
Knowledge management systems help employees find important information. However, implementation can pose challenges with user adoption and content maintenance. Continue Reading
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Tip
19 Jan 2023
What are the types of knowledge management systems?
In order to understand the different types of knowledge management systems, organizations should know about the different types of knowledge and the history of this market. Continue Reading
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Tip
18 Jan 2023
The future of field service management and trends for 2023
Contactless, cashless and self-service abilities mark the new standards for field service. The future of field service brings flexibility and convenience for workers and customers. Continue Reading
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Feature
28 Dec 2022
The top 4 content management trends in 2023
Content management trends -- AI, cloud deployment, knowledge management and data privacy -- can help organizations automate workflows and enable remote work strategies. Continue Reading
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Tip
09 Dec 2022
7 best practices for knowledge management strategies
Organizations can't roll out a knowledge management strategy in one day. Yet, with these best practices, those businesses can create and maintain successful knowledge strategies. Continue Reading
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Feature
30 Nov 2022
New enterprise learning tools put employees in control
The creator economy, peer-based collaborative learning and next-generation content providers are democratizing training and making it more personal -- with a big assist from AI. Continue Reading
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Answer
22 Nov 2022
What are the top benefits of knowledge management?
A proper knowledge management strategy can help organizations boost document security, increase employee efficiency and decrease frustration in searches for digital assets. Continue Reading
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Answer
30 Sep 2022
Why is customer self-service important for contact centers?
The advancement of conversational AI coupled with customers' growing desire for empowerment has made self-service channels critical for contact centers. Continue Reading
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Tip
16 Sep 2022
6 customer self-service best practices
Customer self-service best practices, such as the use of virtual assistants and omnichannel access, can reduce contact center wait times and enhance overall CX. Continue Reading
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Tip
30 Aug 2022
9 disadvantages of self-service options
Customer self-service platforms free up live agents for more complicated issues, but if organizations don't keep this software up to date, its disadvantages can frustrate users. Continue Reading
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News
30 Jun 2022
OpenText bolsters secure file sharing with Teams integration
OpenText Cloud Editions customers get Teams-Core integration among a raft of new features, as OpenText kicks off 'Project Titanium' to harmonize public and private cloud features. Continue Reading
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Tip
23 Jul 2021
Compare 7 headless CMS offerings and their key differences
This headless CMS comparison chart highlights five key differences, including use cases, features and more, between the top headless CMS platforms in the industry. Continue Reading
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Tip
09 Jun 2021
Is headless CMS the future of content management?
As headless CMS rises in popularity, IT leaders may wonder if it's a fad or if it will permanently affect the content management industry. Learn more in this expert tip. Continue Reading
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Tip
27 Jan 2021
Content management vs. knowledge management: What are the differences?
Knowledge management and content management both deal with creating, managing and distributing. But there are key differences between the two concepts. Learn more. Continue Reading
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Feature
18 Sep 2020
Knowledge bases benefit customer service, call center training
Knowledge bases provide call center agents with training documents and answers to frequently asked questions as they continue to work from home, handling high call volumes. Continue Reading
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Tip
06 Feb 2020
Decide if a paywall strategy is right for your business
Organizations that sell content might benefit from a paywall. Here are some questions to ask when deciding if a paywall strategy is right for your business. Continue Reading
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News
04 Sep 2019
Microsoft PowerApps pricing proposal puts users on edge
Microsoft's PowerApps pricing changes, expected to take effect in October, could make them too expensive for some users who connect to data outside of SharePoint and Dynamics. Continue Reading
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News
20 Aug 2019
Evergage launches Data Warehouse, a BI analytics product
Data Warehouse, Evergage's new BI analytics product, is designed to collect and analyze customer data in an effort to provide more information and analysis to business analysts. Continue Reading
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Tip
02 Aug 2019
5 reasons why content marketing fails
Content marketing strategies can fail for a variety of reasons, such as refusing to learn more about your customers. Here are five ways content marketing strategies can fail. Continue Reading
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Feature
17 Jul 2018
Augmented reality devices speed van repairs at Volkswagen U.K.
Augmented reality headsets for garage mechanics speed collaboration between repair shops and experts in the home office to solve difficult mechanical issues. Continue Reading
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Tip
30 May 2018
ECM gets a show of support from Zendesk Guide Enterprise
Guide Enterprise captures insights and curates knowledge bases for customer service representatives and customers while helping large support teams streamline content production. Continue Reading