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Knowledge Management Research

  • The Ultimate Guide to Enterprise Content Management

    Sponsored by: ComputerWeekly.com

    Enterprise Content Management (ECM) has rapidly evolved as different forms of content have been introduced to the work environment. In this guide, find out how ECM works, why it is so important, the key components and benefits, and what to look for when choosing ECM software.

  • Supporting a Multichannel Contact Center

    Sponsored by: SearchCRM

    Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.

  • How to Select the Best ECM Platform for Your Company

    Sponsored by: SearchContentManagement

    With data expanding, and the need for central data consoles, ECM tools step in to help enterprises of all shapes and sizes capture, store and preserve content. But how do you know what ECM is right for your organization? In this buyer's guide, discover the benefits of a modern ECM platform, and decide what ECM is right for your organization.

  • Artificial Intelligence Meets Enterprise Collaboration Systems

    Sponsored by: SearchContentManagement

    This expert handbook explores the different AI flavors in collaboration platforms and how they can help you optimize reporting and analytics. Learn more about how Microsoft, Salesforce, and Oracle are folding AI into collaboration and which platform fits your organization's needs best.

  • Cloud-based CRM's Market and Capabilities

    Sponsored by: Oracle Corporation UK Ltd

    Customer relationship management (CRM) is one of the most important technologies to invest in during your digital transformation. Read on to learn about the nature of the cloud-based CRM market, how CRM helps knowledge management, and more.

  • Improving Customer Service with Knowledge Management Systems

    Sponsored by: Salesforce.com

    Customer service is a battleground on which many companies fight to gain competitive edge. Access an exclusive Q&A with Larry Robinson, Senior VP of Product Management for the Service Cloud, and learn how to create solid customer experience and agent productivity using a knowledge management system.

  • Improving Omnichannel Customer Service with Salesforce IoT Cloud

    Sponsored by: Salesforce.com

    Read our interview with Larry Robinson, senior VP of product management for the Service Cloud at Salesforce, in which he discusses the importance of creating a solid customer experience and agent productivity. He also talks about how Salesforce expects to deliver that with Salesforce IoT Cloud.

  • The Knowledge Base of the Future: Five Cutting-Edge Ideas You Can Implement Now

    Sponsored by: KANA

    Building a reliable, extensive knowledge base is essential for delivering relevant, efficient customer experiences. It helps employees access information faster and enables customers to serve themselves. View this white paper to uncover five cutting-edge ideas to help you build a next-gen knowledge base.

  • Best Practices for Knowledge Management

    Sponsored by: KANA

    Implementing a knowledge management program in the contact center can improve the efficiency and quality of your services, optimize customer experience, reduce agent training costs, and increase job satisfaction. In this white paper, explore best practices for successful knowledge management implementation in the contact center.

  • Bulletproof knowledge transfer - HP Knowledge Transition Accelerator for SAP

    Sponsored by: Hewlett-Packard Enterprise

    Access the following white paper to uncover a more effective, accurate, and faster knowledge-capture mechanism that reduces data-mining and system-specific knowledge transfer time. Read on to learn more.

  • Important Versus Vital Records: The Magic 5% You Can't Live Without

    Sponsored by: Iron Mountain

    Consult the following white paper to learn the steps it takes to properly identify and protect your vital records. Also gain a deeper understanding of the risks associated with inadequate preservation, how to evaluate storage options, and more.

  • Important Versus Vital Records: The Magic 5% You Can't Live Without

    Sponsored by: Iron Mountain

    Consult the following white paper to learn the steps it takes to properly identify and protect your vital records. Also gain a deeper understanding of the risks associated with inadequate preservation, how to evaluate storage options, and more.

  • 5 Steps to Offload Your Data Warehouse With Hadoop

    Sponsored by: Syncsort

    This guide offers expert advice to help you get started with offloading your EDW to Hadoop. Follow these 5 steps to overcome some of the biggest challenges & learn best practices for freeing up your EDW to do the work it was meant to do: provide the insights you need through high-performance analytics and fast user queries.

  • Regain control: Advancing Information Management By Going Back to the Basics

    Sponsored by: Hewlett-Packard Enterprise

    This resource describes a back-to-basics approach to enterprise content management (ECM) that gives you the power to organize and properly manage the growing information volumes in your enterprise.

  • The Power of Transformational Knowledge

    Sponsored by: Oracle Corporation

    In this white paper, find out how you can deliver superior customer experiences with a Transformational State of Knowledge. Inside, find specific steps you can follow to achieve transformational knowledge, and learn how this state can grant your company sustainable growth and profitability.

  • Knowledge Management: 5 Steps to Getting It Right the First Time

    Sponsored by: Oracle Corporation

    In this eBook, find 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative.

  • The 5 Essential Elements of a Modern Knowledge Base

    Sponsored by: Bloomfire

    Access this white paper to gain expert advice on 5 essential features that need to be implemented within a knowledge base to ensure success within collaboration.

  • Business Analytics Buying Criteria: The Three Maxims

    Sponsored by: IBM

    The following white paper outlines 3 distinct principles to abide by when choosing an appropriate analytics platform for you and your organization.

  • Building the Business Intelligence Competency Center

    Sponsored by: Hewlett Packard Enterprise

    This resource reveals how a Business Intelligence Competency Center (BICC) can help you better leverage your investment in technology and improve the effectiveness of knowledge workers, enhance fact-based business processes, and much more.

  • Measuring Return on Knowledge in a Big Data World

    Sponsored by: Coveo

    The speed at which business moves today, along with the sheer volume of data created by the social world, demands new approaches to interpreting data. This ebook offers a guide to big data. Read now to find out how to stay competitive and better serve your customers.

  • 3-2-1 Contact the Call Center

    Sponsored by: SearchCRM

    Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat.

  • Top 8 Dynamic Case Management Myths Debunked

    Sponsored by: Eccentex

    Dynamic case management (DCM) has quickly become a hot topic in IT. But many IT professionals are still skeptical that DCM is anything more than just a fancy word for ECM or BPM. Read this expert guide to learn the truth about DCM, including how its collaborative abilities can help your breakdown organizational silos.

  • Dynamic Case Management: The Secret to Agile, Collaborative Processes

    Sponsored by: Eccentex

    Agile case management is a requirement in today's demanding business world, but legacy technologies have lagged behind and lack the capabilities today's knowledge workers need. Inside this e-guide, discover how dynamic case management (DCM) can help mitigate this challenge, the advantages of combining analytics and DCM, and much more.

  • Is Social Media Transforming Your Business?

    Sponsored by: Oracle Corporation

    It's no secret that social media has changed consumer behaviors – but most companies are struggling to capitalize on the unique opportunities it has to offer. Review this resource to learn how incorporating social media into knowledge management, contact centers, and the Web can substantially enhance your customer's experience.  

  • Customer Service is Not an Assembly Line - Retool your Service Experience with Dynamic Case Management

    Sponsored by: KANA

    Check out this informative webcast to understand how customer service and dynamic case management are related and how to build a strategy for both.

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