Gratitude and Productivity
In the final keynote at HDI 2018, speaker and author Nataly Kogan mentioned the positive effects of gratitude in the […]
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How to Select the Right Knowledge Management Metrics
You have accepted the challenge to improve your knowledge management initiative. But before you charge in with your ideas and
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Zero-Strategy: Disruption Through Reduction
Innovation is more than just a trend; it has become a requirement for organizations that want to stay competitive in
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What Works in Professional Development: The Forgetting Curve
Use the skills you learn in training right away to retain information for the long term. Research shows that, on
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How to Measure Innovation
Innovation is the new app! Bots, chat bots, IoT…everyone’s looking to see what the latest and greatest technology can do
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Metric of the Month: Net Promoter Score
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking
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Metric of the Month: Incident Mean Time to Resolve
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking
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The Problem with People and Knowledge Collecting
If I give you my knowledge, that makes me less powerful, period. I will not share what I know with
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How to Introduce Effective Knowledge Management
Everyone who has ever endeavoured to introduce knowledge management has done so with the intent of making it valuable to
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Single Point of Contact, Not Single Point of Resolution
After discussing the possibility of having one point of contact in the enterprise whether you have a squeaky chair or
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