Recurring knowledge management in call centers is the systematic identification, documentation, and continuous improvement of frequently repeated questions and issues. By mapping gaps, delivering real-time access to solutions, and monitoring usage, organizations reduce repeat calls, improve service consistency, save time, and transform daily operational friction into a strategic knowledge asset. Service and sales call centers operate in a dynamic environment, handling thousan

The book " C&C Thinking: Becoming Whole" was written by Alex Bennet in 2025. I think I served as a trigger for the book's creation. Half a year earlier, I approached Alex and told her about a course we were conducting for KMGN—the Knowledge Management Global Network—and asked her to lead a session on critical and creative thinking in the first fundamentals module. Due to the course's density, we packaged both topics together, and we knew that Alex was the right person to o

Content management encompasses all the factors that comprise information in digital channels and make it useful, as well as the processes...

During an emergency, when time is a scarce resource, the ability to quickly retrieve the right information becomes critical. As the world...

The Beginner Generative AI Handbook  explains core concepts, tools, and ethical principles of generative AI for beginners. It covers conversation management, creativity, business innovation, career development, and responsible use, helping readers understand how to apply AI effectively while promoting fairness, transparency, and lifelong learning. The book " The Beginner Generative AI Handbook " by Jordan Blake, published in 2025, explains the principles and tools that can he

ChatGPT, Copilot, Gemini, and Claude each specialize in different areas of AI assistance. ChatGPT leads in personalization and creative workflows, Copilot excels in organizational integration, Gemini stands out in real-time web access, and Claude specializes in deep document analysis. The best choice depends on user needs, work context, and knowledge management goals. In recent years, there has been a significant leap in the world of Artificial Intelligence, and it is no long

Have you ever worked a night shift? Personally, I endured quite a few night shifts during my military service, reaching a glorious yet...

Critical thinking and problem-solving is a structured approach to analyzing information, questioning assumptions, and making evidence-based decisions. By developing curiosity, logical reasoning, and reflective habits, and using tools such as frameworks, bias awareness, and systematic analysis, individuals and organizations improve judgment, communication, and their ability to solve complex challenges effectively. The book "Critical Thinking Logic & Problem Solving" by Neurons

Contiguity  is an approach to understanding how adjacent people, ideas, and experiences become meaningfully connected across time and space. It explains how learning, consciousness, and technology create integrated patterns of meaning that support holistic thinking, continuous development, and practical decision-making in complex environments. The book "Contiguity: Entangled Threads of Living and Learning," written by Alex Bennet, is part of a series of books on concepts rela

Perplexity AI  is an AI-powered search engine that delivers concise, real-time answers with clear source citations. Unlike OpenAI’s ChatGPT  or Google , it focuses on verified information, continuous research threads, and fast knowledge retrieval for professional and academic use. While ChatGPT has become widely synonymous with Artificial Intelligence tools and is the focus of most media and social network discussions, people sometimes also mention graphic creation tools , su

Conversing with AI requires human critical thinking to ensure accuracy, context, and meaning. While artificial intelligence provides fast and confident answers, only people can question assumptions, identify missing information, evaluate alternatives, and detect bias. Applying critical prompts turns AI into a reliable tool for learning, judgment, and informed decision-making. Conversing with Artificial Intelligence is like sailing on a calm river- the water carries you, but n

Introduction The book "And You Shall Create" ("Vyatzarta" in Hebrew) was published in 2025 by a pair of authors - Rabbi Yuval Ohali, an...

Conversational generative AI helps service centers improve knowledge management by supporting topic mapping, template design, content editing, translation, and quality control. Rather than replacing employees, these tools enhance efficiency, consistency, and accessibility, enabling teams to deliver clearer, faster, and more reliable service. The breakthrough of Conversational Gen AI tools like ChatGPT, which happened almost overnight, caused us to recalculate our path. Alongs

Responsible AI in organizations means using generative technologies in a way that ensures ethics, transparency, security, fairness, and user protection. It requires clear policies, human oversight, data privacy, bias control, and continuous training to reduce risks and maximize the business and social value of artificial intelligence. The use of Generative AI in organizations is gaining momentum. However, alongside the significant potential of using Artificial Intelligence to

Co-Intelligence is the concept of humans and AI collaborating as partners to enhance thinking, creativity, and productivity rather than replacing human judgment. It frames AI as a co-worker, coach, and teacher with actionable principles for everyday use, helping individuals and teams integrate AI safely, boost performance, and shape future-ready skills in work and learning environments. The book "Co-Intelligence: Living and Working with AI" was written by Ethan Mollick in 202

Introduction Knowledge management is a critical strategic asset for any organization in today's business world. Organizations deal with...

Workflows and insights are complementary knowledge management assets: workflows provide structured, step-by-step guidance for consistent execution, while insights capture distilled experience that improves judgment and performance. By combining standardized processes with contextual “winning tips,” organizations create adaptive, high-quality practices that support efficiency, learning, and continuous improvement. Knowledge management is a complex and multifaceted field that i

The book, Nail Your Niche: The 7 Ingredients of a Six-Figure Online Coaching Business, was written by Brian Ellwood in 2022. This is a...

Human-centred AI gamification  is the practice of using artificial intelligence to enrich game-like elements in non-game contexts while preserving human creativity and motivation. It combines adaptive AI personalization with game mechanics to boost engagement, tailor challenges to individual behaviors, and enhance learning and performance outcomes, making tasks more dynamic, rewarding, and effective without replacing human ingenuity. Gamification is the icing on the cake, so

Human-centred creative AI is the approach of using artificial intelligence to support, not replace, human imagination, judgment, and authorship. It positions AI as a collaborative partner that accelerates ideation, production, and refinement while preserving personal voice, ethical responsibility, and creative control, enabling professionals to integrate AI into artistic and knowledge work without losing originality or meaning. I am a multidisciplinary creator. I have written