Knowledge Management White Papers

Knowledge Management is an umbrella term for making more efficient use of the human knowledge that exists within an organization. The major focus of knowledge management is to identify and gather content from documents, reports and other sources and to be able to search that content for meaningful relationships.

Sub-Categories: Collaboration, Collaborative Commerce, Contact Management, Content Delivery, Content Integration, Content Management System, Corporate Portals, Customer Experience Management, Document Management, Information Management, Intranets, Messaging, Records Management, Search And Retrieval, Search Engines, Secure Content Management, SLA
Results 1 - 25 of 1672Sort Results By: Published Date | Title | Company Name
By: KANA®, A Verint® Company     Published Date: Aug 28, 2014

Webinar: August 28, 2014 at 1PM EDT Join us as guest speakers Megan Burns from Forrester Research, Inc. and Craig Harsip from Vistaprint join Scott Hays from KANA®, a Verint® Company to examine the dynamics and challenges of today’s customer service landscape. During this session, you will learn: 1. Today’s challenges of customer service organizations 2. Trends and predictions on how customer service will evolve 3. How organizations like Vistaprint face those challenges and simplify interactions 4. Practical ideas on how you can simplify your customer service in the short term

Tags : customer service, interactions, simplify, agent interactions, consumer, agent-delivered, business, customer experience management
By:     Published Date: Aug 27, 2014

Webinar: What is Omni-Channel Customer Self Service and why should you care about it? WEDNESDAY, AUGUST 27, 2014 11:00am PT / 2:00pm ET

Tags : omni channel marketing, customer self service accounts, text, media, mobile, social media, crm space, customer interaction service
By: ForgeRock     Published Date: Aug 27, 2014

Join us for this Gigaom Research Webinar on Wednesday, August 27, 2014, at 10 a.m. PT; we will examine the immediate need to extend identity to customer audiences, the risks of doing so using legacy software, and the most effective path businesses can take to build for the future while recognizing value today.

Tags : forgerock, api, customer service, crm, business intelligence, business data, access management, identity management
By: TempoIQ     Published Date: Aug 26, 2014

Real-time analytics, driven by sensor data and online event logging, allows companies to transform their services, products, and even their business models. Join Gigaom Research and our sponsor TempoIQ for “Business transformation with sensor data,” a free analyst roundtable webinar on Tuesday, August 26, 2014 at 10:00 a.m. PT.

Tags : tempoiq, business intelligence, sensor data, real time analytics, business data, data management, intelligence, bpa
By: KANA®, A Verint® Company     Published Date: Aug 14, 2014

In the words of Forrester Research Inc's Senior Analyst, David Aponovich, "the time is now to reinvent yourself to operate in a digital, connected, omnichannel world where the customer has more information, more choice, and is demanding better and more personalized service and support. Hear why he anticipates that 'Consumers are going to slide with the businesses that best deliver these things in the most effective and personal way.

Tags : kana, forrester, omnichannel, consumer, personalized service, support, customer service, knowledge management
By: Samanage     Published Date: Aug 13, 2014

Join us for this educational webcast, presented by Randy Michaels of Knowledge ToolWorks, a leading expert on IT and business processes, to learn how you can make ITSM work for you without getting tangled up in its ugly tentacles.

Tags : samanage, randy michaels, itsm, it service management, knowledge toolworks, service driven organization, itsm framework, it management
By: KANA®, A Verint® Company     Published Date: Aug 13, 2014

Just 5 digestible steps that will teach you how to drive knowledge management value that delivers tangible business impact; from cost savings to better quality experiences for employees and customer alike.

Tags : kana, knowledge management, growth strategy, business impact, quality experiences
By: KANA®, A Verint® Company     Published Date: Aug 13, 2014

The exploding number of communication channel options is making it increasingly more difficult to deliver customer experiences in-line with customer expectations. Customers expect omni-channel communications. They want to start communications on one channel and move to another without having to restart the conversation. Welcome to the new consumer reality.

Tags : kana, omni channel communications, customer experiences, consumer reality, customer expectations, consumer reality, knowledge management, enterprise applications
By: KANA®, A Verint® Company     Published Date: Aug 13, 2014

Kana Enterprise is a product built via acquisition, and it delivers a solution that combines the strength of its two parents — the multichannel and knowledge capabilities of the historical Kana Software products and the business process management engine from Sword Ciboodle.

Tags : kana, customer service solutions vendors, case management, customer service, reporting capabilities, process management, sword ciboodle, knowledge management
By: Box     Published Date: Aug 13, 2014

EFSS offerings from 19 vendors are reviewed and compared in this Magic Quadrant.

Tags : box, file sharing, file synchronisation, mobile collaboration, efss capabilities, magic quadrant, storage virtualization, mobile computing
By: Box     Published Date: Aug 13, 2014

This paper explains how growth, efficiency and expansion are the three main reasons to choose Box.

Tags : box, security, cloud services, cross team collaboration, enterprise content collaboration, application security, internet security, mobile computing
By: Box     Published Date: Aug 13, 2014

This paper reports on how Box addresses all 5 of the critical security capabilities in their platform.

Tags : box, securing content, content security in the cloud, device management, enterprise applications, application security, identity management, internet security
By: Phunware     Published Date: Aug 11, 2014

Mobile devices are streaming millions of location data points in real-time. These data points are extremely valuable in their own right because the very apps that help generate data can also be used to act on insights and deliver relevant messages. Download these insights and examples to turn mobile data into actions.

Tags : phunware, mobile, physical marketing analytics, location analytics, business intelligence, space management, customer service, crm
By: KANA®, A Verint® Company     Published Date: Aug 07, 2014

Carphone Warehouse is the largest mobile phone retailer in the world, with 2,200 stores operating across 10 markets. It needed to deliver fast, accurate and consistent responses to an ever-growing volume of customer inquiries.

Tags : kana, carphone warehouse, mobile, mobile phones, customer inquiries, knowledge management, enterprise applications
By: KANA®, A Verint® Company     Published Date: Aug 07, 2014

Save time and money by taking advantage of existing resources in a new way. KANA offers a unified, omni channel desktop that allows you to transform your customer experience without the cost and complexity of rip and replace.

Tags : kana, customer experience, case management, process improvement, empowering employees, maturity assessments, customer satisfaction, loyalty
By: KANA®, A Verint® Company     Published Date: Aug 07, 2014

This document will highlight the financial link between better customer service and increased company profitability. It will also highlight several best practices that help organizations convert their service businesses from a cost center into a profit center.

Tags : customer service, profitability, best practices, business, engagement, customer, performance, financial
By: KANA®, A Verint® Company     Published Date: Aug 07, 2014

In today’s digital age, where smartphones, tablets and other devices give people anytime, anywhere access to you and your brand, customer service has also gone digital. Social media, email, Web self-service, live chat and other tools give your customers a host of ways to contact you for help and to help themselves.

Tags : customer service, brand, digital, social media, smartphones, engagement, contact center, optimization
By: Samanage     Published Date: Aug 05, 2014

In this webinar recording, you will hear how Caleb Wagnon and Michael Arnold from the Sheridan School District were able to get fully implemented within 14 days with Samanage. In migrating to a unified Service Desk & Asset Management Solution, they were able to benefit from Samanage's Google Apps integration as well as map all of their assets accurately within minutes.

Tags : samanage, case study, asset management solution, integration, performance, budget, service desk, knowledge management
By: Adobe     Published Date: Aug 05, 2014

IT decision-makers can use this analysis to better understand the modern workers they’re supporting, with the objective of making them more productive and better aligned with corporate objectives.

Tags : adobe, adobe systems, byod, collaboration, modern workforce, workforce management, mobile devices, mobile workers
By: Windstream     Published Date: Aug 04, 2014

Cloud computing today is fundamentally altering business processes and changing the way organizations interact with customers, partners, and employees. This transformation brings incredible opportunities, including the ability to build a realtime enterprise where interaction and innovation flourish, and more agile, flexible, and cost-effective practices thrive. Yet cloud computing also presents significant challenges. The path to value is not clearly marked, and there are potential stumbling points along the way. Please download the whitepaper to learn more!

Tags : windstream, cloud computing, cloud hybrid options, oxford economics, cloud benefits, it management, knowledge management, data management
By: CA Technologies     Published Date: Aug 01, 2014

This paper offers a look at the obstacles of prior generations of service management platforms, and it reveals how a new generation of solutions addresses some of these fundamental limitations.

Tags : service desks, service management platforms, service desk solutions, failing service desks, saas, mobile computing, smart phones, customer interaction service
By: Fujitsu     Published Date: Jul 25, 2014

Download to read how Fujitsu gave the Metropolitan Nashville Police Department a cost effective reliable solution to their technology and communication challenges.

Tags : fujitsu, case study, communications, technology, brite fujitsu, police departments, squad cars, it management
By: Bazaarvoice     Published Date: Jul 24, 2014

Join Bazaarvoice Client Success Directors as they share proven best practices from some of the world’s best brands including DELL, Bare Escentuals, Dillards, Urban Decay, BuyaGift, Microsoft and more.

Tags : bazaarvoice, holiday sales, holiday shopping, customers, christmas shopping, xmas, online shopping, retail
By: Riverbed     Published Date: Jul 18, 2014

Recent developments and trends such as BYOD, advances in enterprise video technologies, and a proliferation of employee collaboration platforms have prompted more and more organizations to develop comprehensive unified communications (UC) strategies. Compelled by the prospect of reducing communication costs and raising employee productivity, 78% of organizations report they already have a strategic plan and budget in place for at least some components of UC. Download to learn more!

Tags : riverbed, unified communications, communication costs, enterprise video technologies, employee collaboration, remote access, mobile computing, mobile workers
By: Pitney Bowes     Published Date: Jul 17, 2014

Watch this recorded webinar to learn why retailers need to give price-sensitive web consumers stellar customer service and value through guaranteed landed costs and accurate delivery times and tracking.

Tags : pitney bowes, ecommerce, retail, online business, shipping, tracking, tracking and shipping, customer service
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