Ed Shepherdson
Senior Vice President, Enterprise Solutions,
Coveo
Author Archives:
What’s More Difficult to Reduce: The National Debt or Your Backlog?
The United States has held a public debt since 1789. While your accumulation of unresolved customer cases hasn’t been around quite that long, it probably feels that way. An industry consultant even once compared the two, noting that a backlog “will never get reduced to zero, only grow and shrink over time.” In my experience [...]
Does Knowledge Have a Lifecycle? How to Manage and Access Your Most (and Least) Valuable Content
We live in an era where organizations are collecting more information than ever before, making it difficult to harvest its value. To cut through the clutter and find that value, companies should consider the following questions: Does this information have a lifecycle, and if so, in relation to what? Is all the information valuable? How do [...]
Attention Companies: Stop Knowledge Hoarding
We have grown up in an era where knowledge was considered power. If you had the best marks in your class at school, then you must be smart. If colleagues come to me to get answers, then I must be important – and on and on. This behavior has created “knowledge hoarders” – those who [...]
Mining for Gold: Search Technology Finds Knowledge Amid the Data Chaos
Customer demand for high-quality support continues to grow, as customers have raised the bar for every interaction with support organizations. This comes as a result of the plethora of information available to customers on the Internet, combined with an increase in competitive choices and product complexity. Given this situation, it is imperative that support organizations [...]
The Customer Service Crossroads – Which road will you take?
It’s no secret that today’s customer support operations are overwhelmed by data—social media content, survey data, rising interaction volumes, recordings, chats and more. As a result, customer support leaders are facing an inflection point: either harness the tremendous wealth of data at their disposal to deliver transformational service and emerge as new leaders, or ignore [...]
Advice for CRM Pros: Act like a Carpenter
Today’s customer service professionals are equipped with an unprecedented amount of tools. Like a carpenter, each tool performs a specific function that’s essential to solving a case in an efficient and effective manner. But unlike many on the front lines of the CRM business, carpenters have holsters or tool belts that organize the tools for [...]
IT Chaos: Is it simply moving to the Cloud to create “Claos?”
Today’s IT department finds itself in a precarious position: balance stakeholder demands against the need to maintain governance, compliance and control. Environments are becoming more diverse and complex while executive leadership needs CIOs and IT departments to start contributing to the bottom line through increased productivity. As a result, many CIOs are looking at the [...]
Survey says…what? Why customer surveys may not be the best approach
Customer Experience management is all the buzz now a days. The good news is that companies seem to be more and more genuine about paying attention to their clients’ needs. But are they taking the right approach of measuring their experiences through surveys? In the late 90’s, the internet started to change the way people [...]
Poor Customer Service + Amazing Technology Still Equals Poor Customer Service
I watched a news clip from the Today Show last week about Boeing delivering their new Dreamliner 787 to Japan’s ANA airlines. What a beautiful machine, developed over the course of several years (3 years late to be exact) with 100’s of millions of dollars invested. The new features of the plane are all intended [...]
The Great Divide: Customer Expectations vs. Customer Service Delivery
Today’s consumers, whether B2B or B2C, are much more informed than ever before about the products and services they are buying. This newly found awareness based on product information, industry and peer reviews, and multiple social channels, has given consumers this sense of trust that if others “like me” purchased or bought this product, and [...]