All I Need to Know I Learned in Real Time
What do you do when you want to learn how to change your car wiper blades or say “hello” in sign language? We’d bet that you do a search on YouTube, watch a quick video, then try it yourself. And more often than not, you probably access the videos from your phone at...
‘No Ledge’ To Stand On: 4 Ways to Balance Knowledge Management without Falling over the Edge!
Knowledge management is experiencing a transition – and it is all about balance. The traditional knowledge infrastructure that pushed content from technical writers and legal approvers to frontline employees and customers is morphing into a collaborative,...
The Equation for Engaged Employees: Gamification, Bots, Machine Learning and Human Intellect
It’s amazing how often I am asked, “What’s the secret sauce?” or, “What is the silver bullet?” when it relates to creating a culture of positive, productive and driven employees. I wish the answer were as easy as entering a cheat code in a video game. Organizations...
Starting with Superior Customer Service
Despite all the advancements that have been made in technology to enhance customer experience, one thing remains the same – a personal touch to customer service is still the foundation of a best-in-class customer experience. According to Kristin Smaby in Being Human...