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Future Of Work - Mythbusters: Debunking 5 Misconceptions

William Wagner

Knowledge Automation, Collaboration, Technology

Ten years ago, Facebook was introduced for the first time, connecting us to virtually anyone, anywhere. Twenty years before that, the Internet was created, allowing us to surf the Web, send emails and digitally correspond with each other. Nearly forty years ago, we saw the first mobile phone, helping us work on the go. Within four decades, we’ve seen technology drastically transform the way we work and collaborate.

New technology will continue to develop, which will continue to transform the workplace. Many speculate how advances in technology will change the programs and software we already use and how we exchange and share information. Some of these speculations may be accurate, but others are simply myths that we can disband.

This article seeks to debunk five of the most common myths around how enterprise content is used and how knowledge, experience and collaboration will change in the future workplace.

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Topics: Knowledge Automation, Collaboration, Technology

RIP Search: Three Things to Gain From Knowledge Automation

William Wagner

Knowledge Automation, Collaboration, Technology

Finding the right information at work can be stressful, especially when every department uses its own tools for sharing content. On average, employees spend two hours a day looking for the information they need to do their jobs. The current structure of today’s enterprise makes traditional search an inefficient and outdated practice for workers.

Knowledge Automation is the process of a machine organizing all of a company’s content, so useful and usable knowledge is promoted to employees without searching while allowing employees to browse knowledge that is specific to their job. As companies implement new technologies, such as Knowledge Automation, and put traditional search to bed for good, they will see many key benefits including:

  • Saving Time and Resources
  • Identify curiosity in the Enterprise and 
  • Break down silo walls
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Topics: Knowledge Automation, Collaboration, Technology

Kaybus Puts Knowledge at PlusOne's Fingertips

William Wagner

Effective call centers require customer service agents to know the brand, products, and language of the company inside out to properly serve customers. With product cycles moving faster than ever, though, agents today can often struggle to say on top of the most up-to-date company policies and product info, leading to slower resolutions and, potentially, unhappy customers.   Using Kaybus, PlusOne Communications has seen the following results:

  • Agent Productivity increased by 25%
  • Average Call Handling time reduced by 25%
  • First-call Resolution increased by 12% and,
  • $2 Million saved in business expenses
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Improving Onboarding - 3 Ways Knowledge Automation Can Help

Finding content that is scattered around an organization is a hurdle to effective onboarding, but new technologies can help smoothen the process. Knowledge Automation--the process of a machine organizing all of a company’s content so employees can easily access what is relevant to them, when they need it--can improve the onboarding process in three specific ways:

  • Personalize content and training
  • Get new hires up and running in less time
  • Access knowledge from across the globe
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Topics: Knowledge Automation, Collaboration, Workforce Trends, Content Management

The Future of CRM: Why Knowledge Automation is a Game Changer

William Wagner

Knowledge Automation, Collaboration, Technology

Companies rely on CRM platforms to manage all business relationships and the data and information associated with them. These platforms store account details, leads and sales information, and customer contact information in a central location.  Knowledge automation — enterprise software that enables companies to leverage all their content, often scattered across multiple repositories and in diverse formats — will be instrumental in helping customer service reps use CRM to its fullest capacity in 2015. Knowledge automation will improve customer support in three main areas: call length and volume of calls, training processes, and uniform support.

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Topics: Knowledge Automation, Collaboration, Technology

Using Knowledge Automation to Upgrade Your Multi-Channel Customer Service Experience

Seenu Banda

In today’s age of constant connectivity, consumers are interacting with brands on multiple channels around the clock, all over the world. Whether a customer walks into your retail store or interacts with your brand on your website, mobile app, social media channels, or even over the phone with a call agent, you want them to leave that experience with a smile on their face. But providing consistent, expedient and overall excellent customer service across each of these channels can be a challenge.

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Behind the Software: Q&A with Kaybus CEO Seenu Banda

William Wagner

We’ve all heard the saying “Knowledge is power” — and in the business world that couldn’t be more true. Knowledge comes in various forms, from marketing collateral and videos to big data and analytics.

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Look to Knowledge Automation to Fulfill Your Customer Service and Sales Potential

William Wagner

The core of any enterprise's business is its CRM application, but a CRM system is only as useful as what employees can get out of it—preferably as easily and quickly as possible. 

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Contact Center Knowledge Management Gives Agents Clickable Intel

William Wagner

Contact centers are designed to guide and support customers on products and services. But agents operate at a disadvantage if they don't know the brand, the products and the language of the company in serving customers.

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Kaybus and the Race to Automate Knowledge

William Wagner

Knowledge Management is one of the most hotly debated topics of the modern era and until now most efforts have used a set of Collaboration, Learning and Content Management band aids to try to deliver Knowledge.  Kaybus, a San Francisco based Start-up, is aiming to change all of that. This blog post talks about the shift to a new category we are referring to as Knowledge Automation.

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Kaybus SaaS Offering Rises to Meet the Challenge of Knowledge Automation

William Wagner

Knowledge Automation, Collaboration, Technology

One of the more challenging aspects of managing IT these days is that there are so many different repositories of information. Looking to provide an overlay for users to more easily navigate all those repositories. Organizations today truly struggle with information management. Multiple documents residing in various repositories make it exceedingly difficult to actually correlate information. Seenu Banda, Kaybus CEO, says the Kaybus Knowledge Automation service has been specifically designed to fill that knowledge gap between data sources.

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Topics: Knowledge Automation, Collaboration, Technology

Kaybus Brings Knowledge Automation To The Enterprise

William Wagner

As organizations are awash in an ever-increasing sea of information and data, one of the big problem spaces to be tackled in the surfacing of relevant data for particular individuals. While the first phase of enterprise file sharing was around the enabling of different employees to share and collaborate on documents, the second phase revolves around the surfacing of relevant content.

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Knowledge Systems Finally Learn to Think for Themselves

William Wagner

Knowledge Automation, Collaboration, Technology

Corporations spend $150B a year on knowledge management and training systems. We’ve digitized the manuals and moved the classroom online, but we haven’t made any real advancements.  Companies that create, share, and absorb knowledge that matter to their key performance indicators are going to out-execute those stuck in the past 30 years of history.

In the next 10 years, we are going to see knowledge create a mind of its own:

  • Machines will accurately curate 80% of the dark pool, enabling discovery of what institutional knowledge is where.
  • Knowledge takes lessons from consumer advertising.
  • Knowledge gets APIs to KPIs.
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Topics: Knowledge Automation, Collaboration, Technology

Information Overload? Knowledge Automation to the Rescue

William Wagner

Companies today are drowning in information. It’s scattered in cloud applications, backend enterprise systems, remote desktops, and many other areas. Because of that information sprawl, employees across business functions are suffering from not having the right knowledge at the right time.

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Kaybus SaaS Offering Rises to Meet the Challenge of Knowledge Automation

William Wagner

One of the more challenging aspects of managing IT these days is that there are so many different repositories of information. Looking to provide an overlay for users to more easily navigate all those repositories, Kaybus today upgraded a software-as-a-service (SaaS) offering that adds support for mobile devices, dashboards and discoverable videos.

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Knowledge Systems Finally Learn to Think for Themselves

William Wagner

Inside The Coolest New Way Athletes Connect With Fans Fans have been taking selfies with their favorite athletes, media celebrities and even politicians for years. Flashing a genuine smile or throwing up a peace sign seem like silly little things that shouldn’t matter, but they do.

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Knowledge management makes an automated comeback with Kaybus

William Wagner

Kaybus has solid funding and an interesting take on the labeling and identification of information. For a startup, it has a surprisingly sophisticated technology set that may fit in the broader jigsaw puzzle of next-generation applications, as well as the current content chaos era.

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