Joseph Sweeney
A Hybrid Workplace Plan That Includes Every Employee
Employees no longer expect to go back to the pre-pandemic workplace and organisations will have to adapt to a new set of challenges that come with a hybrid workplace.
The Challenge of Disruptive Collaboration and the Future of Enterprise Knowledge Management Solutions
Collaboration tools, such as Microsoft Teams, are kryptonite to traditional document management solutions. By definition, collaboration shares documents widely, both internally and externally, and provides for real-time co-authorship. Is it time to throw out the old document management tools? Not yet. But get ready.
Chatbots Part 4: Measuring the Effectiveness of Virtual Assistants
Today’s chatbots leave a lot of room for improvement. Traditional customer service metrics such as abandonment rate and hold time don’t really apply to chatbots and virtual assistants. It is critical to understand the impact these technologies are having on customer satisfaction.
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