How to Make a Call Center Knowledge Base Reps Actually Use
Tech Republic
OCTOBER 14, 2024
A call center knowledge base needs careful consideration to be relevant. Here’s how to create a helpful resource call center employees love to use.
Knowledge Base Network Virtualization 
How virtual assistants will build knowledge-based relationships based on trust
Trends in the Living Networks
APRIL 15, 2019
Much of this is of course not new, I wrote about the rise of contextual search in 2011, and more recently about the massive opportunity for virtual assistants. Once virtual assistants understand not just us but the context for our questions and interactions they will become increasingly valuable to us.
Knowledge Base 
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Trending Sources
1&1 contracts Rakuten for German 5G Open RAN network
TM Forum
AUGUST 5, 2021
Germany’s 1&1 AG has given a fillip to Open RAN and the Rakuten Communications Platform (RCP) by contracting Rakuten Group to help build its new mobile network, which will be Germany’s fourth. Its choice of partner to build a virtualized Open RAN 5G network points to Rakuten’s potential to shake up the telecoms industry.
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Sharing my life story from a virtual perspective
Trends in the Living Networks
JULY 1, 2020
Last week on The Virtual Excellence Show our scheduled guest was not able to make it at short notice, so I thought it would be a good opportunity for me to share my own life story and how it relates to the virtual. Hi, welcome to The Virtual Excellence Show. So I thought it’d be worth sharing my story of the virtual.
Will cognitive networks enable better conversations in the future?
Spearline Testing
JULY 16, 2019
The increasing complexity of networking environments. Network managers face the challenge of managing increasingly complex networking environments. In parallel, modern enterprise networks have evolved from being mainly hardware-driven to a software-driven fusion of virtual and physical networks.
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Progress in ICT industry policy and cybersecurity standards drive MENA and Central Asia toward an intelligent era
CIO Business Intelligence
JULY 2, 2024
Telecom networks are an integral backbone of the digital infrastructure that powers our economies today. Moreover, the deployment of next-generation networks such as 5G and fiber-optic infrastructure requires significant investment and coordinated efforts from governments, regulators, and telecom operators.
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SolarWinds debuts AI framework in its service desk product
Network World
MAY 21, 2024
For service portal users—for instance, end users—AI will suggest knowledge base articles and service catalog items during the creation of a new incident, steering end users in the right direction toward resolution.
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To build business value, leverage your company’s data with AI
CIO Business Intelligence
NOVEMBER 4, 2024
The virtuous circle of network effects driving the success of enterprises like Alphabet, Meta, and Amazon aren’t available to organizations selling traditional products and services. Although we live in an increasingly data-driven world, most companies don’t operate data-driven business models.
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How humans and AI will collaborate to be at the center of our relationships
Trends in the Living Networks
SEPTEMBER 15, 2021
Assistants become more valuable as they learn more about us, in building a true ‘knowledge-based’ relationship. As I have written : Once virtual assistants understand not just us but the context for our questions and interactions they will become increasingly valuable to us. This of course requires trust.
AI agents are turning data into business gold
Dataconomy
MAY 28, 2024
AI agents represent a groundbreaking technological innovation that is transforming business operations Knowledge based agents in AI Knowledge-based agents are a specialized class of AI agents that leverage a rich repository of information to make decisions, solve problems, and perform tasks.
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Mobile social networking, meaning virtual networks bringing people physically together, will inevitably be a pervasive application - Trends in the Living Networks
Trends in the Living Networks
APRIL 9, 2008
I wrote about proximity dating in my 2002 book Living Networks and on this blog in early 2003 , at the time referring to Imahima, an early player in this space in Japan. I see a parallel path to browser-based social networking. For the most current insights and trends in the living networks, follow @rossdawson on Twitter!
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Natural Language Processing – What is it and why care?
Eric D. Brown
MAY 30, 2024
Think about the last time you used a virtual assistant like Siri or Alexa. Or imagine a world where customer service agents have access to a virtual assistant who can instantly comprehend complex queries, retrieve relevant information, and provide accurate responses—all in real-time.
Meet the Seattle-area startups that just graduated — remotely — from Y Combinator
GeekWire
APRIL 26, 2021
Silicon Valley-based YC accepted a record 350 new companies for its winter program, which participated in a virtual Demo Day March 23. Though unable to attend in-person, Seattle participants said that a network of mentors, investors and thousands of alumni was still a powerful resource for growth.
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A second Second Life – new competition in virtual worlds - Trends in the Living Networks
Trends in the Living Networks
FEBRUARY 20, 2007
About Ross Dawson Keynote Speaking/Strategy AHT Group Future Exploration Network The Insight Exchange Repyoot Recent Media Appearances « Everyone’s data streams for everything visible everywhere | Main | Corporate blogging becomes Enterprise 2.0 Justin Thorp wonders whether virtual worlds are ready for mainstream acceptance.
Digital Transformation Asset Management
Cloud Musings
AUGUST 29, 2017
Today’s businesses run in the virtual world. From virtual machines to chatbots to Bitcoin, physical has become last century’s modus operandi. Managing these virtual assets can be much more challenging than it was with traditional physical assets in your data center. Operating a business from a virtual IT platform is different.
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What Are the Best Cybersecurity Certifications in 2023?
SecureWorld News
JUNE 12, 2023
This reliance increases the attack surface of organizations, with large networks requiring constant protection and monitoring. Some courses are tailored to a specific discipline, while others may be broader, covering areas such as network security , ethical hacking, and more.
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How Educators Capitalize on Digital Transformation in K12 Education
Kitaboo
MARCH 10, 2023
Online Communities Much like social media is like a virtual platform to meet and greet friends, interactive learning platforms can double up as a learners’ community. It also allows students to tap into a central knowledge base from anywhere and use any device they have access to.
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Organizational networks: The variety of external networks - Trends in the Living Networks
Trends in the Living Networks
NOVEMBER 5, 2007
About Ross Dawson Keynote Speaking/Strategy AHT Group Future Exploration Network The Insight Exchange Repyoot Recent Media Appearances « The state of Enterprise 2.0: About Ross Dawson Keynote Speaking/Strategy AHT Group Future Exploration Network The Insight Exchange Repyoot Recent Media Appearances « The state of Enterprise 2.0:
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Launching the Web 2.0 Framework - Trends in the Living Networks
Trends in the Living Networks
MAY 31, 2007
About Ross Dawson Keynote Speaking/Strategy AHT Group Future Exploration Network The Insight Exchange Repyoot Recent Media Appearances « Particls switches on the power of RSS | Main | A week of hot news on the web: Trade sales mark the boom » Launching the Web 2.0 report - You can download Chapter 2 on Web 2.0
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Extinction Timeline: what will disappear from our lives before 2050 - Trends in the Living Networks
Trends in the Living Networks
OCTOBER 14, 2007
Below is the Extinction Timeline created jointly by What’s Next and Future Exploration Network – click on the image for the detailed timeline as a pdf (1.2MB). For the most current insights and trends in the living networks, follow @rossdawson on Twitter! Also see Richard Watson’s blog post on the extinction timeline.
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Network Roundtable: Building Collaborative Teams - Trends in the Living Networks
Trends in the Living Networks
NOVEMBER 5, 2007
For the most current insights and trends in the living networks, follow @rossdawson on Twitter! This seems like a useful study in getting more detail on what organizations can do to enhance collaboration, in a world where collaboation drives organizational performance more than just about any other factor.
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Openness, network effects, and competition in social networks - Trends in the Living Networks
Trends in the Living Networks
AUGUST 3, 2007
From the very beginning of the social networking space, with the launch of sixdegrees.com in 2000 (which gave up the ghost in January 2002), the fundamental underlying issue was whether social networks would be entirely exclusive and competitive, or whether they would in some way integrate to create a global social networking space.
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68 Network Roundtable: the state of organizational network analysis - Trends in the Living Networks
Trends in the Living Networks
NOVEMBER 8, 2007
About Ross Dawson Keynote Speaking/Strategy AHT Group Future Exploration Network The Insight Exchange Repyoot Recent Media Appearances « Successful Enterprise 2.0 About Ross Dawson Keynote Speaking/Strategy AHT Group Future Exploration Network The Insight Exchange Repyoot Recent Media Appearances « Successful Enterprise 2.0
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60 Value Networks Masterclass in New Zealand with Verna Allee - Trends in the Living Networks
Trends in the Living Networks
JANUARY 30, 2007
This has always been true, but in our hyper-connected world the fundamental networked nature of our world is coming to the fore. In my book Living Networks I described how these networks are now coming to life. Organizational network analysis (ONA) has been adopted as a powerful management tool by many leading organizations.
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Laurie Lock Lee on Governance in an Networked World - Trends in the Living Networks
Trends in the Living Networks
MAY 7, 2008
I first came across his work in the mid-1990s, when he was one of the first people in world applying social network analysis approaches to organizations, for his then-employer BHP. Many other great reports and industry network maps are available from the Optimice website. Laurie says on his inaugural post : Now to the governance bit.
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60 Economic structural change is NOT industry compositional change
Trends in the Living Networks
MAY 16, 2013
In knowledge-based work the primary unit of value creation has shifted from the organization to the individual. …that structural change cannot be viewed as compositional change is that industry definitions are losing virtually all meaning. Work is modularized and distributed globally across algorithms and human work.
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161 Living Networks - Chapter 1: The Networks Come Alive – Free Download and Commentary - Trends in the Living Networks
Trends in the Living Networks
APRIL 22, 2008
About Ross Dawson Keynote Speaking/Strategy AHT Group Future Exploration Network The Insight Exchange Repyoot Recent Media Appearances « Launch of Living Networks - Anniversary Edition! For the full Table of Contents and free chapter downloads see the Living Networks website or the Book Launch/ Preface to the Anniversary Edition.
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Trends in the Living Networks: Presentation: Transcending commoditization in professional services
Trends in the Living Networks
DECEMBER 17, 2007
Ultimately the only thing that cannot be replicated and commoditized is a deep, collaborative, “knowledge-based” relationship. This requires, among other capabilities, b uilding effective networks to deliver value to their clients. Free chapters) Implementing Enterprise 2.0
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Professional services network offsite: Tapping the Power of Collaboration - Trends in the Living Networks
Trends in the Living Networks
AUGUST 25, 2007
International networks in accounting, law, consulting, and other professional services have flourished over the last years as small to mid-sized firms have sought the benefits of belonging to a network. Yet the reality is that the degree of collaboration within most of these networks is, to put it kindly, far less than it could be.
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Industrial policy in the global media economy - Trends in the Living Networks
Trends in the Living Networks
MARCH 28, 2008
For the most current insights and trends in the living networks, follow @rossdawson on Twitter! The issue of how countries can support productive media activity is something I will spend considerably more time on over the next years, as this is one of the fundamental drivers of national economic success.
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87 Boston Globe covers the Extinction Timeline - Trends in the Living Networks
Trends in the Living Networks
APRIL 15, 2008
He is Founding Chairman of four companies: professional services and venture firm Advanced Human Technologies , future and strategy consulting group Future Exploration Network , leading events firm The Insight Exchange , and influence ratings start-up Repyoot. Free chapters) Implementing Enterprise 2.0
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Chapter 6: Implementing key client programs - Trends in the Living Networks
Trends in the Living Networks
MARCH 21, 2007
About Ross Dawson Keynote Speaking/Strategy AHT Group Future Exploration Network The Insight Exchange Repyoot Recent Media Appearances « Keynote speech on the future of investment | Main | Web 2.0 Over the last decade most major organizations have implemented key client programs or strategic account initiatives in various forms.
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Enterprise Twitter – or how to tap social networks for expertise without using email - Trends in the Living Networks
Trends in the Living Networks
APRIL 10, 2008
About Ross Dawson Keynote Speaking/Strategy AHT Group Future Exploration Network The Insight Exchange Repyoot Recent Media Appearances « Mobile social networking, meaning virtual networks bringing people physically together, will inevitably be a pervasive application | Main | More media coverage of Enterprise 2.0
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Living Networks - Chapter 3: The New Organization - Free Download and Commentary - Trends in the Living Networks
Trends in the Living Networks
MAY 7, 2008
For the full Table of Contents and free chapter downloads see the Living Networks website or the Book Launch/ Preface to the Anniversary Edition. For the full Table of Contents and free chapter downloads see the Living Networks website or the Book Launch/ Preface to the Anniversary Edition. The same recommendations still apply.
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Exploring the future of investment management
Trends in the Living Networks
SEPTEMBER 24, 2013
In my book Developing Knowledge-Based Client Relationships , one of the key themes was that of adding value to client decision-making. Virtually the same issues – including talent, pricing, fee transparency, active vs. passive management, and distribution structures – are being discussed today.
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Living Networks - Chapter 2: Emerging Technologies – Free Download and Commentary - Trends in the Living Networks
Trends in the Living Networks
APRIL 24, 2008
About Ross Dawson Keynote Speaking/Strategy AHT Group Future Exploration Network The Insight Exchange Repyoot Recent Media Appearances « The next phase of the Internet will be about creating value from the WOW (Wide Open Web) | Main | After Web 2.0: WOW (Wide Open Web) - enough of version numbers for the web!!
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Social networks in organizations: balancing risk, reward, and transparency - Trends in the Living Networks
Trends in the Living Networks
APRIL 21, 2008
About Ross Dawson Keynote Speaking/Strategy AHT Group Future Exploration Network The Insight Exchange Repyoot Recent Media Appearances « The joys of self-employment: 7 reasons to love being your own boss | Main | Launch of Living Networks - Anniversary Edition! My Enterprise 2.0
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60 Keynote speech on influence networks at Evolve - Trends in the Living Networks
Trends in the Living Networks
JUNE 11, 2007
I’ll be doing a keynote titled: We, Evolved: networks of influence: The power of the social network - word of mouth, buzz, curation – has never been stronger. Can we, the marketer, influence these networks overtly or only covertly? Can we, the marketer, influence these networks overtly or only covertly?
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60 What is Enterprise 2.0? – a primer - Trends in the Living Networks
Trends in the Living Networks
FEBRUARY 10, 2008
About Ross Dawson Keynote Speaking/Strategy AHT Group Future Exploration Network The Insight Exchange Repyoot Recent Media Appearances « The power of Enterprise Mashups | Main | Interview on SkyBusiness TV: the state of the Yahoo! Microsoft battle » What is Enterprise 2.0? – Executive Forum.
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Launch of Living Networks - Anniversary Edition! Free download of entire book - Trends in the Living Networks
Trends in the Living Networks
APRIL 22, 2008
Free download of entire book Ross Dawson, April 22, 2008 4:42 AM US PT Living Networks has just been relaunched in an Anniversary Edition, to mark five years since its original publication by Financial Times/ Prentice Hall in November 2002. So just come back to the blog or Living Networks website regularly or subscribe on your RSS reader.
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Will libraries disappear in 2019? - Trends in the Living Networks
Trends in the Living Networks
FEBRUARY 27, 2008
About Ross Dawson Keynote Speaking/Strategy AHT Group Future Exploration Network The Insight Exchange Repyoot Recent Media Appearances « Lloyds TSB pilots social media | Main | BRW Digital Edition: new-style journalism and some insights into Web 2.0 » Will libraries disappear in 2019? Free chapters) Implementing Enterprise 2.0
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Eight steps to thriving on information overload - Trends in the Living Networks
Trends in the Living Networks
AUGUST 27, 2007
How well-informed you are depends largely on the quality of your personal network, and how effectively you can gather and trade information through the people you know. For the most current insights and trends in the living networks, follow @rossdawson on Twitter! Free chapters) Implementing Enterprise 2.0
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Media industry network analysis – tools for better strategic decisions - Trends in the Living Networks
Trends in the Living Networks
AUGUST 15, 2007
While this is still a relatively new field, we are beginning to uncover some very specific approaches and applications to industry network analysis. This new network analysis goes considerably deeper, analyzing the change in industry structure before and after a significant acquistion, by Macquarie Media Group of Southern Cross Broadcasting.
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Professional services are the future of the economy - Trends in the Living Networks
Trends in the Living Networks
OCTOBER 16, 2007
About Ross Dawson Keynote Speaking/Strategy AHT Group Future Exploration Network The Insight Exchange Repyoot Recent Media Appearances « Implementing Web 2.0 Products and technology-based services are increasingly commoditized, however specialist expertise is becoming more valuable. Free chapters) Implementing Enterprise 2.0
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