Knowledge Management is an umbrella term for making more efficient use of the human knowledge that exists within an organization. The major focus of knowledge management is to identify and gather content from documents, reports and other sources and to be able to search that content for meaningful relationships.
Webinar: August 28, 2014 at 1PM EDT
Join us as guest speakers Megan Burns from Forrester Research, Inc. and Craig Harsip from Vistaprint join Scott Hays from KANA®, a Verint® Company to examine the dynamics and challenges of today’s customer service landscape. During this session, you will learn: 1. Today’s challenges of customer service organizations 2. Trends and predictions on how customer service will evolve 3. How organizations like Vistaprint face those challenges and simplify interactions 4. Practical ideas on how you can simplify your customer service in the short term
Join us for this Gigaom Research Webinar on Wednesday, August 27, 2014, at 10 a.m. PT; we will examine the immediate need to extend identity to customer audiences, the risks of doing so using legacy software, and the most effective path businesses can take to build for the future while recognizing value today.
Real-time analytics, driven by sensor data and online event logging, allows companies to transform their services, products, and even their business models. Join Gigaom Research and our sponsor TempoIQ for “Business transformation with sensor data,” a free analyst roundtable webinar on Tuesday, August 26, 2014 at 10:00 a.m. PT.
One of the oldest and largest global private equity firms, The Riverside Company was fed up with their complex ITSM solution, the costly consultants it required to maintain, and the sub-par customer service they received from their vendor.
In this webinar, Eric Feldman, Director of IT at Riverside, shares behind-the-scenes details of how they regained control of their domain, including:
"IT"SM…and Beyond – Cross functional business challenges that drove their requirements
The journey – What they learned about cloud ITSM along the way
The tangible benefits – Immediate business impact and what’s now possible including more accurate budgeting and building economies of scale
If you’re actively looking at, or merely thinking about a new IT Service Management (ITSM) solution for your organization, this is one conversation you don’t want to miss.
Like Riverside, you can get control and become master of your own IT domain.
In the words of Forrester Research Inc's Senior Analyst, David Aponovich, "the time is now to reinvent yourself to operate in a digital, connected, omnichannel world where the customer has more information, more choice, and is demanding better and more personalized service and support.
Hear why he anticipates that 'Consumers are going to slide with the businesses that best deliver these things in the most effective and personal way.
Join us for this educational webcast, presented by Randy Michaels of Knowledge ToolWorks, a leading expert on IT and business processes, to learn how you can make ITSM work for you without getting tangled up in its ugly tentacles.
Just 5 digestible steps that will teach you how to drive knowledge management value that delivers tangible business impact; from cost savings to better quality experiences for employees and customer alike.
The exploding number of communication channel options is making it increasingly more difficult to deliver customer experiences in-line with customer expectations. Customers expect omni-channel communications. They want to start communications on one channel and move to another without having to restart the conversation. Welcome to the new consumer reality.
Kana Enterprise is a product built via acquisition, and it delivers a solution that combines the strength of its two parents — the multichannel and knowledge capabilities of the historical Kana Software products and the business process management engine from Sword Ciboodle.
Mobile devices are streaming millions of location data points in real-time.
These data points are extremely valuable in their own right because the very apps that help generate data can also be used to act on insights and deliver relevant messages.
Download these insights and examples to turn mobile data into actions.
Carphone Warehouse is the largest mobile phone retailer in the world, with 2,200 stores operating across 10 markets. It needed to deliver fast, accurate and consistent responses to an ever-growing volume of customer inquiries.
Save time and money by taking advantage of existing resources in a new way. KANA offers a unified, omni channel desktop that allows you to transform your customer experience without the cost and complexity of rip and replace.
This document will highlight the financial link between better customer service and increased company profitability. It will also highlight several best practices that help organizations convert their service businesses from a cost center into a profit center.
In today’s digital age, where smartphones, tablets and other devices give people anytime, anywhere access to you and your brand, customer service has also gone digital. Social media, email, Web self-service, live chat and other tools give your customers a host of ways to contact you for help and to help themselves.
In this webinar recording, you will hear how Caleb Wagnon and Michael Arnold from the Sheridan School District were able to get fully implemented within 14 days with Samanage. In migrating to a unified Service Desk & Asset Management Solution, they were able to benefit from Samanage's Google Apps integration as well as map all of their assets accurately within minutes.
Cloud computing today is fundamentally altering business processes and changing the way organizations interact with customers, partners, and employees.
This transformation brings incredible opportunities, including the ability to build a realtime enterprise where interaction and innovation flourish, and more agile, flexible, and cost-effective practices thrive. Yet cloud computing also presents significant challenges. The path to value is not clearly marked, and there are potential stumbling points along the way.
Please download the whitepaper to learn more!
Join Apple Business Experts for a free on-demand online seminar focused on progressive IT. Learn about a new way to work where IT empowers employees with the very best tools, technologies, and apps to do their jobs. Register now.
While vulnerability assessments are essential, considering vulnerability data in a vacuum greatly limits your ability to prioritize your action plan in an effective way. Without the context of which vulnerabilities are the most severe, which are actively being targeted, which are on critical assets, etc, you may waste time checking things off the list without actually improving security. Join us for this session to learn how to integrate threat intelligence into your vulnerability management strategy.