Organisational knowledge segmentation - a vital part of your KM solution

The phrase ‘too much information’ may not seem applicable when you consider the way you train and educate your staff— but providing the right information is far more important than providing too much....

Making your COVID-19 response an investment in the future

There’s a saying that ‘a puppy is not just for Christmas’ ⁠— and it’s true!

Reducing call times and increasing customer satisfaction

This year has been testing to say the least. Anyone in customer service or customer support roles will know all too well how an increase in demand and a change in consumer behaviour puts added strain ...

In Conversation with...Knosys CTO Nic Passmore

Nic Passmore joined Knosys in 2016 and has been at the helm of the team’s technical innovation strategy since then – leading the way to developing knowledge management features for customers and respo...

In Conversation with...Knosys MD John Thompson

In this blog post, our third in a series of ‘In conversation with…’ posts, I spoke with Knosys Managing Director, John Thompson. John has been with Knosys since July 2016 when he was awarded the leade...

In Conversation with...Francis Lim - Knosys Singapore

Francis Lim is the Business Development Manager in our Singapore office and just as we have had to adjust to challenges here in Australia and New Zealand – our Singaporean counterparts have had lots o...

In conversation with...Knosys BDM Paul Hopkins

This is the first blog post in a series of conversations with Knosys staff and users. Don't let the perceived isolation around COVID-19 stop you from talking to your colleagues, your customers and tho...

Control in the time of COVID

In this post we are going to keep things simple and talk about the importance of managing expectations and staying in control of the things we can.

Creating balance between productivity and mental health

The discussion around establishing a realistic productivity routine while working from home is becoming a trend topic. The more people are relegated to their lounge rooms and home offices to work, the...

Proactive crisis management through knowledge curation and synthesis

Working environments, social spaces, personal interaction — it’s nothing like it once was — nothing like it was even a month ago. Everything has changed and we don’t know how long our movements and co...

A round of applause for the knowledge keepers

Everyone is trying to make sense of a forever changed world. People are confused, lost, desperate, anxious, scared, hopeful and just hanging on. 

Data Tells a Story

If orange is the new black, then data is the new narrator - it certainly tells a story - and it’s more than meets the eye. The Economist recently published an article based on data presented by world ...

8 steps to creating your perfect home-office environment

Keep calm and informed with a single source of truth

In the wake of Coronavirus (COVID-19) some of the world economy’s biggest companies have made the decision to defer workers to their own homes to carry out their roles. Tech companies Facebook, Google...

Customer Contact Week Australia 2020 - See you in 2021

This year’s CCW Week Australia and New Zealand has wrapped up after months of preparation and excitement. Contact Centre Week was held at the ‘The Star’ Gold Coast, Feb 25-28 and in terms of location ...

Why KIQ Cloud? Some knowledge ahead of CCW 2020

It’s now less than a week until we arrive in the Gold Cost for the contact centre event of 2020 – Contact Centre Week Australia and New Zealand.

What the Coronavirus teaches us about knowledge

Over the past month the world's media has shifted its attention from the devastating Australian bushfire crisis and begun reporting on a new threat to human life. An outbreak of disease.

How to create a culture of sharing

It’s a competitive world. We compete for attention, for the highest accolade, for positive reinforcement. We compete for a sense of accomplishment and to be the best.

Knosys Sponsor CCW Australia and New Zealand 2020

It’s the biggest contact centre event of the year and it’s happening in just over a month! We are excited to be official sponsors of Customer Contact Week 2020 – Australia and New Zealand held in sunn...

Technology and Contact Centres – Predictions for 2020

2019 has been a momentous year for Australian technology companies and it’s been a year when organisations have woken up to the unmistakeable call to implement company wide solutions that will enable ...

6 Days til Christmas - 6 Crazy Facts

  How do you celebrate Christmas Knowledge Management Style?

Knosys 'We Wine' Singapore Launch

Earlier this month we asked our contacts in Singapore along to a celebration of Australian wine and knowledge management to help launch our new office and get us acquainted with our local customers.

There is no future workplace

Your Workplace Mental Health Checklist

We spend a huge chunk of our lives at work, thinking about work, otherwise engaged with workplace activities. We measure ourselves on the performance of our work and strive for that promotion, that ra...

GovWare 2019 - the cyber security event for compliance conscious organisations.

Last week we attended our first Singaporean event since officially opening our bricks and mortar office in the country. Our team has been raring to go, and this was a good chance to dip our toes in th...

How to break down silos but embrace boxes

The future of modern workplaces is not necessarily the open-plan, utopian technosphere that you imagine. Despite being told to knock down the walls and put a ping pong table in the centre of the room ...

Team building and the gift that gives back

Creating a caring and hospitable company culture starts with your leaders and the little things that are done to reinforce an established ethos.

7 Ways to Empower your Employees Today

CX and EX are all over business media. It’s almost as if we’re realising the importance of experience for the first time.

Building empathy into our Government Contact Centres

Highlights from the 19th Annual Government Contact Centre Summit The need for Government contact centres to deeply understand their customers has never been more top of mind for customer experience le...

Expanding into the New Silicon Valley and Succeeding Through Innovation

We might not be the noisiest company 2019 has seen to date, but we have been working overtime behind the scenes to expand Knosys both here in Australia as well as our other markets with our cloud-base...

Why truth is the new currency of the enterprise economy

At the risk of sounding old…I recall a time before we had the Internet. We had manila folders, sticky labels and cabinet upon cabinet full of files. The photocopier was an active member of the team an...

The A to Z of learning from little people

When we think about truth in the corporate context, in business or in government, we are immediately thrown into a world where bureaucracy dictates, and ‘truth’ becomes a blurred construct. But if you...

How to achieve systemic customer confidence

We hear it time and time again – the story of failure. The payment platform that fails on 'Cyber Monday', the power that goes out during every storm and every heat wave, dissatisfaction with NBN. It’s...

Why trust is key to improving customer experience

TRUST is more than a 5-letter word - and your customers know it! Photo by Sam Kolder from Pexels

How to make data meaningful

Meaningful data has impact – it changes everything.

A customer-centric approach to utilising AI

If you've been thinking about integrating artificial intelligence into your business but aren't sure exactly how to approach it, or what it might offer you - you're not alone. Using a platform that al...

4 Contact centre pain points to alleviate today

Call centre and frontline operations staff are passionate people. They’re passionate about helping others, which makes them want to perform their roles to the best of their ability.

The true cost of your staff retention problem

Up to 20% of employee turnover happens in the first 45 days! (Forbes)

Is your machine learning the true power of people?

 Artificial Intelligence is the tech Buzzword of 2019…so far. But understanding how to integrate relevant AI into your business and using machine learning to improve people-powered processes is what’s...

13 Ways To Collaborate That Will Impress Your Team

While impressing your team is likely not the only reason you are interested in collaboration, it certainly is a great byproduct! Whatever your job role, whether you’re a Chief Experience Officer, Know...

Content Management, Is It Worth Your Time?

Yes, I'm afraid it's that time again. You've had an email request from someone in your team, or in another department, and you have to log into the company intranet, or your organisations content mana...

Organisational IQ: How Intelligent Is Your Business?

You are likely familiar with the concept of IQ as a measurement of human intelligence. Similarly, organisational IQ or organisational intelligence is the measure of an organisation’s intellectual capa...

Intranet for Companies: Intelligent or Outdated?

If you opened up your company intranet this morning only to be faced by 2001 design, irrelevant menu structures and “news” from three months ago - then you are, indeed, not alone! The same story is pl...

How To Improve Customer Experience

If asked to remember the last time you had a fantastic experience with a company or brand, chances are you’d be able to call something to mind. The same would be true for the last time a brand really ...

What Is Knowledge Management And Why Should You Care?

Using knowledge to make informed decisions is at the heart of the most successful businesses. It can mean the difference between expansion and stagnation, between growth and failure. Whether it be a p...

9 Powerful Characteristics Of The Best Innovative Organisations

Successful organisations recognise that modern, knowledge-based economies are built on abstract ideas. To deliver products and services of value, innovative organisations marshal the symbiotic power o...