Blog Coveo Insights

Thoughts from KMWorld – Without Relevance, Knowledge is Useless

Posted by Diane Berry on November 11, 2013

Or, why companies are evolving beyond the Google Search Appliance

Last week, I had the opportunity to speak at KMWorld 2013, one of the leading events for knowledge management professionals, and I’m happy to say that it was by far the best KMWorld event I’ve attended. The level of discussions – the collaborative sharing of information and the sophistication with which attendees are approaching the challenge of better leveraging knowledge within their organizations – were all truly outstanding. Read more and comment »

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Mining for Gold: Search Technology Finds Knowledge Amid the Data Chaos

Posted by Ed Shepherdson on March 6, 2013

Customer ServiceCustomer 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 at least be on a level field of knowledge, or the customer will lose trust. This means that support executives need to be armed with not only the right data, but the right insight.

These executives know there is value in all the data and metrics they collect, but identifying this value using legacy tools has proved frustrating, if not impossible. CRM, multichannel and telephony solutions typically include strong operational reporting, which is useful to determine a top performer for a certain metric, or to measure organizational performance by key performance indicators. But what is missing is the ability to consolidate, correlate, access and analyze data across multiple data sources, identifying linkages and trends, enabling root-cause analysis, and providing insight to allow better understanding for better customer engagement. Read more and comment »

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The Customer Service Crossroads – Which road will you take?

Posted by Ed Shepherdson on February 6, 2013

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 the opportunity and retain the status quo at their own peril.

So which road are they taking? A recent TSIA survey of B2B support executives quantifies this. Those surveyed reported receiving 88,500 support incidents per month, each filled with critical information about products and services. The majority also said that they have adopted some form of social media, adding more critical content to the mix. Yet only a quarter of these companies said they have any capacity to mine and search across all of this data. Read more and comment »

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