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Apr 23

Analytics for Big Data

Companies are just now beginning to harness the power of big data for the purposes of information security and fraud prevention.

Only 50% of companies currently use some form of analytics for fraud prevention, forensics, and network traffic analysis.

Less than 20% of companies use big data analytics to identify information, predict hardware failures, ensure data integrity, or check data classification, despite the fact that by doing so, companies are able to improve their balance of risk versus reward and be in a better position to predict potential risks and incidents.

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Categories: Big Data
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Mar 29

Gamification in Content and Knowledge Management

To successfully manage content and knowledge in an organization it is very important to promote a culture among the organization's employees to collaborate working on documents, share and document knowledge, comply with document control and information governance procedures.

This gets difficult when employees are disengaged from this aspect of their jobs. A recent Gallup poll found that more than 70 percent of all U.S. workers are either actively or passively disengaged from their work. It is a particularly problematic situation for contact centers, where employee turnover is much higher than in most other industries. It is imperative to ensure that employees are properly engaged in their job so that content and knowledge management initiatives could succeed.

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Categories: Gamification
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Mar 13

What is Ontology?

Ontology is a formal naming and definition of the types, properties, and interrelationships of the entities that exist in a particular domain of information. Ontologies are created to limit complexity and to organize information. Ontologies are considered one of the pillars of the Semantic Web.

The term ontology has its origin in philosophy and has been applied in many different ways. The word element onto- comes from the Greek "being", "that which is". The meaning within information management is a model for describing information that consists of a set of types, properties, and relationship types. Ontologies share many structural similarities, regardless of the language in which they are expressed. Most ontologies describe individuals (instances), classes (concepts), attributes, and relations.

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Categories: Ontology
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Feb 29

Data Security

Data security should be a priority in your organization.

For hackers, large-scale data breaches such as Home Depot, Neiman Marcus, and Staples are gold mines. For businesses, keeping valuable customer data out of the hands of cyber-thieves is a constant battle. Companies need to safeguard against every possible vulnerability across their entire infrastructure.

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Feb 14

Successful Self-Service Strategy

When it comes to customer service, simplicity is critical. Companies can improve customer experiences primarily by limiting the amount of effort it takes for customers to find answers to their questions and accomplish their tasks. Here lies the appeal of Web self-service, which for many consumers has become the preferred communication channel.

Instantly available, 24/7 online customer self-service portals are gaining ground over conventional agent-assisted support, marking a significant shift in consumer attitudes toward the technology. And, contrary to popular belief, interest in Web self-service technologies is not just coming from younger consumers. The technology is changing the behavior of consumers of all generations. In fact, a recent study by Forrester Research found that 72 percent of consumers,regardless of age, prefer self-service to picking up the phone or sending an email when it comes to resolving support issues. This certainly is welcome news for organizations looking to cut customer service costs and maximize revenue.

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