Blog Coveo Insights

How SunGard Public Sector Offers Effortless Self-Service with Search

Posted by Mabel Ng on March 16, 2015

SunGard Public Sector Uses CoveoValuing customers’ time is the most important thing a company can do to provide good customer service. One company that constantly strives to deliver this type of timely service is SunGard Public Sector, a division of SunGard Data Systems and leading provider of software solutions and consulting services for the public and nonprofit sectors.

When leaders at SunGard realized that its customers, support agents, and knowledge workers often had to spend extra time and effort looking in multiple repositories to find answers to a solution or information for a task, improving search and information access became a corporate priority. Read more and comment »

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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. 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. 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. Read more and comment »


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: Read more and comment »

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