Blog Coveo Insights

When “Undercover Boss” Comes to Customer Service – A Knowledge Management Challenge

Posted by Ed Shepherdson on October 8, 2013

Many within customer service know the knowledge management challenges that service agents face on a daily basis. But oftentimes, these challenges don’t make their way to the executive level.

If you’ve seen the TV show “Undercover Boss,” then you’ve seen this disconnect before: executives go undercover within the operational levels of their businesses, only to find that the principals touted from the corporate HQs are far removed from ground-level operations. The bosses find themselves shocked by the lack of execution, leading to widespread organizational changes.

With that framework in mind, I issue a challenge to customer service VPs of support, services and success – spend more time on the floor with your people. Read more and comment »

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A.I.M. Higher: Empower Your Service Reps to Delight Customers

Posted by Bob Thompson on February 14, 2013

CustomerThinkOn a trip to Orlando two years ago, I arrived quite late to a Hilton hotel and visited the restaurant a few minutes before closing. The server took my order, disappeared, and didn’t come back for a few minutes. It was just a touch too long, and I was beginning to wonder if my order was forgotten.

Then the server came back, apologized for the delay and gave me a free drink on the spot. I still remember that experience because it wasn’t expected. I had not complained and the delay really wasn’t a big deal. So far as I know, I didn’t send any signals via my body language that I was unhappy.

It impressed me that my server was empathetic enough to realize that their service was not quite up to par, without a complaint. And furthermore, he didn’t have to go ask permission to give me the drink. Read more and comment »

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Special Series: Ask the (Social) CRM Experts

Posted by Diane Berry on January 15, 2013

Part II: CRM in 2013

We’re a few weeks into 2013, and companies are facing a powerful confluence of overwhelming and diverse customer data, tools that provide a greater degree of insight into that data, and a customer base that demands a more personalized, real-time experience. We believe that companies ended 2012 poised to use this convergence to supercharge their customer service operations, as noted in the first installment from our esteemed panelists that posted last week.

Is 2013 the year the perfect storm is averted? Our experts weigh in with some bold predictions for CRM. Read more and comment »

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Special Series: Ask the (Social) CRM Experts

Posted by Diane Berry on January 7, 2013

Part I: Looking Back at 2012

It’s nice to have good friends in high places, especially friends who spend their time talking to smart people from great businesses about their strategies, execution and plans, specifically related to customer experience. To begin the New Year, we spoke with a couple of our esteemed friends about the current state of CRM—in its full meaning, not just the system, but spelled out: Customer Relationship Management. In this first installment we look at the question, “What was the biggest development in the CRM space in 2012?” Here are a few standout assessments:

Paul Greenberg, president at The 56 Group, and well known as the Father of Social CRM: Read more and comment »

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CODiE Award for Best Relationship Management Solution – Follow Up

Posted by Diane Berry on July 9, 2012

Last month we were honored to receive the CODiE Award for Best Relationship Management Solution by the Software & Information Industry Association (SIIA).  DreamSimplicity, a virtual community for business applications and industry professionals, was onsite at the awards ceremony in San Francisco and recorded a brief interview with our own Michael Gagnon, Regional Sales Manager for CA.

In the video below, Michael talks about the three things that make Coveo unique and how these unique qualities have contributed to our success – including our most recent CODiE Award win.

According to Michael: Read more and comment »

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