Service Knowledgebases

End Users in a Knowledge Management System: Customers or Partners?

Nov 283 min read

End Users in a Knowledge Management System: Customers or Partners?

Written with Sagit Salmon The simple answer to the question "End Users – Customers or Partners?" is both. End users are both the...

Embracing the Challenge: An Agile Approach to Knowledge Management System Migration in Service Centers

Shiri Atzmon

Sep 294 min read

Embracing the Challenge: An Agile Approach to Knowledge Management System Migration in Service Centers

Knowledge management systems in service centers are considered essential tools for any organization engaged in providing services, as the...

Seamless Service: The Game-Changing Impact of Unified Knowledge Management

Lior Cohen

Aug 24 min read

Seamless Service: The Game-Changing Impact of Unified Knowledge Management

In the modern business world, information is a vital strategic resource. Nevertheless, when it comes to knowledge in the service world,...

The Knowledge Management System: An Essential Tool for Service Centers in Emergency Times

Sagit Salmon

Nov 1, 20232 min read

The Knowledge Management System: An Essential Tool for Service Centers in Emergency Times

Service centers heavily rely on the knowledge management system as a cornerstone in their operations, and its role becomes even more...

Re-aligning your service knowledge management system

Sagit Salmon

Sep 30, 20212 min read

Re-aligning your service knowledge management system

We have a service knowledge management system. We invested time in setting it up, launching it, constantly updating it, and undoubtedly...

Knowledge Management in a financial institution’s call center's database during times of crisis

Rimona farkash baruch

Mar 31, 20203 min read

Knowledge Management in a financial institution’s call center's database during times of crisis

The coronavirus pandemic presents us with formidable challenges, indirectly and directly affecting several sectors of our economy as...

Meirav Barsadeh

Jan 1, 20202 min read

Optimizing Knowledge items

The term 'optimizing' refers to improving content and its accessibility, as well as adapting it to fit the target audience's needs. Why?...

Sagit Salmon

Jun 30, 20192 min read

On six minutes and Self service

Recently, the "six-minute law" has been instated in Israel. This law requires companies to answer customer calls in six minutes or less....

Tzvika Amit

Jul 31, 20182 min read

Enhancing organizational literacy

Naturally, vast amounts of knowledge are scattered around the organization: in people's heads; in private reference materials; in...

Rom Global

Mar 31, 20182 min read

Linguistic Simplification

Linguistic simplification refers to text adaptation for cognitively challenged people or those that possess basic cognitive abilities....

Rom Global

Mar 1, 20183 min read

Headless CMS

Anyone who has ever managed content in a network or organization gradually realizes the importance of reaching the knowledge consumer...

Rona Feldman

Aug 31, 20172 min read

Immediate Knowledge

Immediate knowledge requires fast, intuitive access for both customers and employees and a clear, structured presentation.

Dana Neuman- Rotem

Dec 1, 20163 min read

Translating to customer language

Lately, I have been struggling with the definition of "customer language". The definition is seemingly obvious: a simple language which...

Service Centers in crises and emergencies

Dana Neuman- Rotem

Nov 1, 20153 min read

Service Centers in crises and emergencies

I have recently found myself stuck without water and electricity for 36 hours. I became even more frustrated when I realized no one knew...

The power to change: switching a Knowledge Management system

Sagit Salmon

May 31, 20143 min read

The power to change: switching a Knowledge Management system

Organizations tend to switch Knowledge Management systems similarly to an individual switching a Smartphone, vehicle, apartment… The...

Knowledge Directories for client service: not only call centers

Keren Harel

Jan 1, 20134 min read

Knowledge Directories for client service: not only call centers

A Knowledge directory is a solution intended for workers whose work is mainly characterized by providing service in 'real time', when the...

Sagit Salmon

Oct 1, 20123 min read

Converting a content community

Every organization transitioning to a new system must convert its content from the old system to the new, regardless of the way decisions...

Central and Distributional: forming information directory crews

Sagit Salmon

Apr 30, 20123 min read

Central and Distributional: forming information directory crews

I have been assisting two organizations in a knowledge directory upgrading process. The process includes both organizations deciding on...

Anat Bielsky

Mar 31, 20123 min read

Dictionaries

What is taxonomy? The term taxonomy refers to the organization's dictionary; the professional and organizational jargon. The taxonomy is...

Hagay Kalev

Feb 1, 20124 min read

Templates

What is a template? Why are they needed as part of content management solutions? What templates are currently popular in the field of...