Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Working as a contact center agent was never for mere mortals.

How Xerox got its engineers to use a knowledge management system Your email has been sent Xerox found a way to cut costs and share institutional knowledge with a knowledge management system that gives ...

The modern world is interconnected in ways that were unimaginable only a couple of decades ago. There now exists a constant flow of ideas, technologies, services, goods and even people across borders, ...

Knowledge management has been a hot topic for some time now. However, many firms have placed this initiative on the back burner due to the financial costs or the time commitment required for the major ...

Rather than wax philosophical about what knowledge is, let’s let it be any information that can further an organization’s goals. If managing IT can be compared to herding cats, managing knowledge is ...

Imagine a caller saying to an agent: “Do you work for the company or are you one of those outsourced customer service people?” Then the caller adds, “Because employees give the right answers but, the ...

Every now and then, an idea or concept takes the productivity nerds of the internet by storm. We get so obsessed that it breaks through to the mainstream, and you can’t seem to go anywhere online ...