Category: Knowledge Management

In this recording of the April 19th KM Best Practices group meeting, you can hear from: …share the knowledge management best practices that they have observed, created, and enacted that helped them mitigate the unique challenges presented by Covid-19, including… Read More

In this recording of the January 19th KM Best Practices group meeting, you can hear Jeff Harling, Head of Global Self-Service at Zoom, Monique Cadena, Knowledge & Collaboration Leader at Akamai, and Christina Roosen, Sr. Community Program Manager at Akamai… Read More

Join leaders from Microsoft and NetApp to discuss a variety of best practices around knowledge management and customer support in this special web event facilitated by David Kay and Scott Bideau, both seasoned Knowledge-Centered Service (KCS) and KM experts. Topics… Read More

What exactly is deflection, and how do we measure it? This is one of the most frequently asked questions I receive from clients. There is overwhelming evidence that customers want to resolve their own issues via self-service, and doing so… Read More