The project to replace the organization's knowledge management system involves investing significant resources: financial, technological,...

Organizations frequently decide to upgrade their knowledge management systems. The natural context for system upgrades is replacing it...

A knowledge management service center system is a tool that serves organization workers that provide customers service. It can serve...

The knowledge support center software is an important tool for providing customers with a quality, professional, quick and reliable...

Knowledge-Centered Support (KCS) is a methodology, set of practices, and processes that views knowledge as the central asset in all...

The phone rings incessantly in customer service. Dozens to hundreds of representatives try to provide answers to customers on the other...

How did you get into this field? I've been a knowledge manager since my youth. I didn't know that's what I was, and it wasn't called...

Co-written with Sagit Salmon Behind the scenes of every knowledge management system stands a professional and experienced team of content...

The National Insurance Institute was established to provide residents of the State of Israel with a safety net against economic and...

The decision to establish an information management unit in an organization must be accompanied by several secondary decisions. The two...

We have written much about information management, its role, advantages, and importance for organizations where service is at the heart...

Written in collaboration with Karen Trustler Daily life presents us with countless interactions with service-providing organizations -...

Fundamentals in Managing Customer Support Operations In the past, the telephone was the primary means of communication between customers...

The role of content experts is gaining increasing importance in organizations. Since the emergence of the first intranet solutions, this...

Today, we integrate a search engine as a given in every external/internal organizational knowledge service (websites, portals,...

The Challenge in Organizations with Multiple Customers! All large companies offering services or products to hundreds of thousands of...