Monthly Archives: February, 2011
The “Intentional Approach” to Technology Adoption – Pt. 1
In my last blog post, I suggested that many of our past information systems solutions did not fully achieve our hopes or the claims we made when we proposed these projects. The most common cause of underperformance with these projects has been due to slow adoption growth rates. The history of new technology adoption during [...]
Is Time the Real Currency of Customer Support?
Anyone who has worked in or managed a customer service organization will quickly realize that almost all operational metrics collected include some form of “time” component. First call resolution, call hold time, and time to first contact, are just a few examples of the many time based metrics. When you think about it, the whole [...]
Enterprise Search 2.0: A New Way to Solve Age Old Problems
Welcome to my first Coveo blog post. My name is Trent Parkhill, and while I have been configuring Coveo’s enterprise search platform for the past four years, I only recently joined the company. In my role as Director of Consulting on our professional services team, I will be focused on helping engineering, consulting and professional [...]
Leading the Enterprise Search 2.0 Era in Your Organization
In my previous post, I responded to a frequent question about why and how we apply Enterprise Search 2.0. I justified the expression as being appropriate to an era of technology in which enterprise search extends capabilities for integrating and federating content across innumerable silos of content, including social and communication applications. In this post, [...]
What and Who Define an Era in Enterprise Search?
Reflecting on the state of enterprise search and trends for 2011, just described by four knowledge management thought-leaders, and Coveo’s visionary CEO, Louis Tetu, I have thoughts on two aspects of the topics. One is on the concept of anything classified as 2.0, and the second relates to leadership. In my first of two guest [...]