Tags » KNOWLEDGE MANAGEMENT

Where does your knowledge go when you leave?

One thing organizations are not good about is figuring out how to retain or reuse knowledge of staff who leave the organization, whether through retirement or leaving for a job in another organization. 1,305 more words

Knowledge Management

Social is here; but it's unevenly distributed

This is my second #KMWorld blog post, many less than I’d hoped to have written by now!

One of the recurring topics across the sessions so far has been the potential and the challenges of creating a networked organization through enterprise social tools (such as Yammer, Jive, Connections or Teamworks). 1,039 more words

Knowledge Management

Turning KM strategy on its head - Dave Snowden at #kmworld

This is my first year going to KM World (first year where I had the resources and where my bosses were receptive) – the first day of workshops, and of meeting people I only previously knew online did not disappoint. 1,106 more words

Knowledge Management

Overcoming the basic customer service pitfalls with technology

I recently read a really interesting blog by Thomas Laird that looks at some of the underlying reasons that companies struggle with customer service. What struck me was how many of these issues could be solved with well-implemented technology to support agents doing their jobs. 593 more words

Customer Service

Framework for Evaluating Customer Service Products

This week’s report is a new version of our Framework for Evaluating Customer Service Software Products. We had two goals for its design. First, we wanted your evaluation, comparison, and selection processes to be simpler and faster. 417 more words

Customer Service

Law Firm Document Management Software

Law firms invest time and money in case management software, often considering document management after the fact. Case management keeps a busy law firm on track by organizing data and moving cases along. 636 more words

Practice Management