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Knowledge management can make or break your organization's delivery of customer service. It has a big impact on agent and customer...

A corporate memory is a tool for capturing and reusing the know-how of key managers and employees. It makes vital information as a...

Knowledge management (KM) has become an integral part of support when married to CRM systems. Knowledge management is all about pr...

We can make computers smart enough to win game shows but can they perform the simple task of answering a customer's question? This...