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Jan 23

Five Trends of Knowledge Management

Many issues affect knowledge management. The five most important are big data, cybersecurity, mobility, social analytics, and customer engagement.

The availability of big data has opened many options for understanding everything from customer preferences to medical outcomes.

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May 30

Oracle Knowledge Management

As customer expectations rise, delivering personalized experiences that improve customer loyalty, increase customer acquisition and optimize efficiency is increasingly more challenging to achieve. It is very important to engage customers in their preferred channel and to minimize the overall effort of that engagement.

A key to minimizing the customer effort is to deploy a knowledge management platform that crosses all channels, presents accurate content from multiple sources, maintains, relevance, and captures feedback for continuous improvement. Oracle Knowledge is a complete knowledge management solution which provides personalized cross-channel service and support.

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May 12

Use Knowledge Management to Increase CRM Value

Today's post focuses on how knowledge management adds an essential layer of value to customer facing systems, which ultimately drives improved customer experiences.

Two sweeping trends have emerged in recent years: the proliferation of customer channels and the resulting explosion in the amount of data produced.

Customer relationship management has done a great job of providing a strong framework for these multi-channel interactions. Knowledge management (KM) has done an equally remarkable job by providing the brains behind the increasingly diverse network of customer contact points.

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May 1

Data and Knowledge

Our view of data often doesn't extend further than numbers. When you think about it, data means a percentage, a total, or something to which those numbers are attached. Furthermore, we want to act on those numbers with familiar math.

We don't act on data, we act on information, and we only act on information when it creates knowledge in our minds that enables us to make informed decisions. We might call this customer insight, but in the reality it is - data, information, and knowledge.

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Jan 30

The Power of Knowledge

Your contact center agents must be available and equipped with the knowledge they need to handle customer issues quickly and efficiently.

However, with the explosion of new channels such as Internet, social media, and mobile computing, many companies lack the tools and processes required to empower their employees to deliver great customer experience.

Organizations struggle with static, siloed knowledge systems that not only provide redundant, often inaccurate information, but are costly to maintain.

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