Professional service providers are often tremendous craftswomen and men. They understand their area of service and how to reach highly specialized conclusions. Undeniably, we live in a marketplace ...

The most experienced guys in your company will soon be leaving. Here are several ways to retain their know-how. Mark your calendar, Mr. Vice President. In six short years, 2011, the first group of ...

A knowledge graph provides the associations between resources in a potentially complex information space. There is an intriguing fallacy (what I call the disconnected data fallacy) that seems ...

Integrating AI isn’t enough—businesses must structure, train and continuously refine their knowledge bases to ensure accuracy, usability and painless CX. As customer expectations rise, businesses are ...

AI agent fervor has permeated the software development world. But, we’re no longer talking about a singular, all-knowing AI. Rather, emerging agentic workflows rely on multiple specialized agents ...

How to Make a Call Center Knowledge Base Reps Actually Use Your email has been sent A call center knowledge base needs careful consideration to be relevant. Here’s how to create a helpful resource ...