Knowledge Management Software Reports

Supporting a Multichannel Contact Center
sponsored by TechTarget Customer Experience
EGUIDE: Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.
Posted: 13 Feb 2013 | Published: 13 Feb 2013

TechTarget Customer Experience

How to Select the Best ECM Platform for Your Company
sponsored by TechTarget Content Management
EBOOK: With data expanding, and the need for central data consoles, ECM tools step in to help enterprises of all shapes and sizes capture, store and preserve content. But how do you know what ECM is right for your organization? In this buyer's guide, discover the benefits of a modern ECM platform, and decide what ECM is right for your organization.
Posted: 27 Aug 2019 | Published: 27 Aug 2019

TechTarget Content Management

Improving Customer Service with Knowledge Management Systems
sponsored by Salesforce.com
EGUIDE: Customer service is a battleground on which many companies fight to gain competitive edge. Access an exclusive Q&A with Larry Robinson, Senior VP of Product Management for the Service Cloud, and learn how to create solid customer experience and agent productivity using a knowledge management system.
Posted: 20 Jul 2016 | Published: 19 Jul 2016

Salesforce.com

Improving Omnichannel Customer Service with Salesforce IoT Cloud
sponsored by Salesforce.com
EGUIDE: Read our interview with Larry Robinson, senior VP of product management for the Service Cloud at Salesforce, in which he discusses the importance of creating a solid customer experience and agent productivity. He also talks about how Salesforce expects to deliver that with Salesforce IoT Cloud.
Posted: 20 Jul 2016 | Published: 19 Jul 2016

Salesforce.com

The Knowledge Base of the Future: Five Cutting-Edge Ideas You Can Implement Now
sponsored by KANA
WHITE PAPER: Building a reliable, extensive knowledge base is essential for delivering relevant, efficient customer experiences. It helps employees access information faster and enables customers to serve themselves. View this white paper to uncover five cutting-edge ideas to help you build a next-gen knowledge base.
Posted: 26 Jun 2014 | Published: 26 Jun 2014

KANA

Best Practices for Knowledge Management
sponsored by KANA
WHITE PAPER: Implementing a knowledge management program in the contact center can improve the efficiency and quality of your services, optimize customer experience, reduce agent training costs, and increase job satisfaction. In this white paper, explore best practices for successful knowledge management implementation in the contact center.
Posted: 24 Jun 2014 | Published: 24 Jun 2014

KANA

Bulletproof knowledge transfer - HP Knowledge Transition Accelerator for SAP
sponsored by Hewlett-Packard Enterprise
WHITE PAPER: Access the following white paper to uncover a more effective, accurate, and faster knowledge-capture mechanism that reduces data-mining and system-specific knowledge transfer time. Read on to learn more.
Posted: 05 Mar 2014 | Published: 05 Mar 2014

Hewlett-Packard Enterprise

Regain control: Advancing Information Management By Going Back to the Basics
sponsored by Hewlett-Packard Enterprise
WHITE PAPER: This resource describes a back-to-basics approach to enterprise content management (ECM) that gives you the power to organize and properly manage the growing information volumes in your enterprise.
Posted: 17 Feb 2014 | Published: 31 May 2013

Hewlett-Packard Enterprise

Knowledge Management: 5 Steps to Getting It Right the First Time
sponsored by Oracle Corporation
WHITE PAPER: In this eBook, find 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative.
Posted: 26 Dec 2013 | Published: 26 Dec 2013

Oracle Corporation

The 5 Essential Elements of a Modern Knowledge Base
sponsored by Bloomfire
WHITE PAPER: Access this white paper to gain expert advice on 5 essential features that need to be implemented within a knowledge base to ensure success within collaboration.
Posted: 22 Nov 2013 | Published: 22 Nov 2013

Bloomfire

Measuring Return on Knowledge in a Big Data World
sponsored by Coveo
WHITE PAPER: The speed at which business moves today, along with the sheer volume of data created by the social world, demands new approaches to interpreting data. This ebook offers a guide to big data. Read now to find out how to stay competitive and better serve your customers.
Posted: 15 Aug 2013 | Published: 15 Aug 2013

Coveo

Top 8 Dynamic Case Management Myths Debunked
sponsored by Eccentex
EGUIDE: Dynamic case management (DCM) has quickly become a hot topic in IT. But many IT professionals are still skeptical that DCM is anything more than just a fancy word for ECM or BPM. Read this expert guide to learn the truth about DCM, including how its collaborative abilities can help your breakdown organizational silos.
Posted: 08 Jan 2013 | Published: 08 Jan 2013

Eccentex

Is Social Media Transforming Your Business?
sponsored by Oracle Corporation
WHITE PAPER: It's no secret that social media has changed consumer behaviors – but most companies are struggling to capitalize on the unique opportunities it has to offer. Review this resource to learn how incorporating social media into knowledge management, contact centers, and the Web can substantially enhance your customer's experience.  
Posted: 13 Sep 2012 | Published: 01 Mar 2012

Oracle Corporation

Six Best Practices for Agent Knowledge Management
sponsored by KANA
WHITE PAPER: Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues.
Posted: 21 Jun 2012 | Published: 21 Jun 2012

KANA

IBM Lotus Notes and Domino
sponsored by IBM
TRIAL SOFTWARE: IBM Lotus Notes and Domino Administrator clients form the backbone of a simplified, security-rich, and real-time work environment designed to foster an increase in knowledge sharing, business insight and productivity. Download the trial for an evaluation period of 90 days.
Posted: 16 Dec 2011 | Premiered: 16 Dec 2011

IBM

Tip Guide: Analytics in dynamic case management: Strategies, tactics and expert insights
sponsored by IBM
EGUIDE: This tip guide continues ebizQ.com's exploration of the role of analytics in successful case management. In this article, ebizQ contributor Alan Earls offers strategies and tactics for successfully combining dynamic case management (DCM) and analytics.
Posted: 07 Dec 2011 | Published: 05 Dec 2011

IBM

Social/collaborative trends, techniques and technologies for case management
sponsored by IBM
EGUIDE: In this tip guide, consultant and ebizQ.com contributor Stephanie Quick explains the top social/collaborative trends, techniques and technologies involved in case management today.
Posted: 21 Nov 2011 | Published: 17 Nov 2011

IBM

How social/collaborative approaches can build bridges in case management
sponsored by IBM
EGUIDE: In this tip guide, well-known industry analyst Neil Ward-Dutton discusses trends and best practices in social networking and collaboration for case management. Readers will learn how social/collaborative approaches can build bridges and improve service in case management.
Posted: 21 Nov 2011 | Published: 17 Nov 2011

IBM

Building on a BPM framework: Can it work for DCM?
sponsored by IBM
EGUIDE: This tip guide continues ebizQ.com’s deep dive into approaches for constructing a sound case management architecture. In this installment, ebizQ.com contributor Christine Parizo provides best practices for considering a case management framework based on business process management or other technologies.
Posted: 21 Nov 2011 | Published: 17 Nov 2011

IBM

Four tried-and-true best practices for effective case management
sponsored by IBM
EGUIDE: In this tip guide, readers will learn best practices for effective case management from technology writer (and ebizQ.com contributor) Crystal Bedell.
Posted: 21 Nov 2011 | Published: 17 Nov 2011

IBM

Using analytics in DCM: Techniques and tips for doing the job well
sponsored by IBM
EGUIDE: Dynamic case management (DCM) aims to empower knowledge workers, improve efficiency and deliver better outcomes. Adding analytics to the mix can add even more benefits by providing new insight into case information. This e-guide offers tips for combining DCM and analytics, which can help users spot trends and glean insights from case information.
Posted: 18 Nov 2011 | Published: 07 Nov 2011

IBM

Tip Guide: Technology choices and business buy-in: Two more factors for successful DCM implementation
sponsored by IBM
EGUIDE: Read this expert e-guide to learn how to use communication and flexibility to create an effective dynamic case management (DCM) architecture, provide consistent ongoing maintenance for that architecture, address critical questions about the technology itself, and obtain business support for and involvement in DCM.
Posted: 18 Nov 2011 | Published: 07 Nov 2011

IBM

eGuide: Challenges and best practices for building the best case management architecture
sponsored by IBM
EGUIDE: This e-guide continues ebizQ.com's exploration of best practices in architecture and other aspects of case management. This installment describes how dynamic case management (DCM) is moving beyond its historical origins in the healthcare industry into other fields.
Posted: 15 Nov 2011 | Published: 01 Oct 2011

IBM

eGuide: Best practices for streamlined, successful case outcomes
sponsored by IBM
EGUIDE: Great case management results don't happen by magic, and they don't even happen just by hard work. They're often due to following proven best practices. This e-guide will introduce readers to our tried-and-true best practices for effective case management and five potential barriers to successful case outcomes—and advice for addressing them.
Posted: 15 Nov 2011 | Published: 15 Nov 2011

IBM

eGuide: Strategies for building the best case-management architecture
sponsored by IBM
EGUIDE: This e-guide continues ebizQ.com's deep dive into approaches for constructing a sound case management architecture. In this installment, learn how to approach the technology choices involved and when to consider a case management framework based on business process management (BPM) software or other technologies.
Posted: 15 Nov 2011 | Published: 11 Nov 2011

IBM