For many years, we’ve helped firms to determine practical approaches to knowledge management.

Frontline staff rely on great content which must be complete and accurate

Successful knowledge management practices range from social tools, to formalised data and reporting.

Communities of practice are by far the most successful knowledge management (KM) approach.

A case study on creating a global intranet that supports democracy worldwide.

There are both formal and informal ways of finding staff for user research

Ideation applications tap into staff knowledge to create and share ideas.

If only all call centre people were this happy… “We want to be number one for customer service.” We’ve heard this stated by a number…

This week we start discussing the digital workplace with a bang. (Watch this space for a big release in the next few days.) Observing the…

Call centre staff have important information needs that greatly influence the quality of customer service provided.