The Biggest Security Threats to a Mobile Workforce
As the remote workforce expands exponentially, many workers are doing critical day-to-day work on their mobile phones. T...
AI Means Business: A Panel Discussion on Modernizing Knowledge Management
While it's still early days for artificial intelligence (AI), it's clear that AI means business. In a June 2020 ...
Implement a Successful Bot Strategy in 12 Steps
Best of HDI in 2020 - #6 During the implementation of Sherlock, the knowledge chatbot, I learned a great deal about ch...
Five Predictions for Service Management for 2021
The previous year was a pivotal one for service management, helping the profession prove its worth within companies. The...
Creating Company Culture Through Knowledge-Centered Support
Knowledge-centered support is important, but it will only succeed within a company when it aligns with the shared values...
Smarter, Not Harder: Why Some Contact Centers Thrive in the New Normal
It has been an exciting year for customer experience. Consumers dramatically changed how they buy and how they reach us fo...
Creating a Compelling Purpose Statement for Knowledge Management
Knowledge management requires breaking down long-established silos within the organization. Communicating the "why&...

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