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		<title>The Future of Knowledge Management &amp; Access</title>
		<link>http://blog.coveo.com/the-future-of-knowledge-management-access/</link>
		<comments>http://blog.coveo.com/the-future-of-knowledge-management-access/#comments</comments>
		<pubDate>Thu, 16 May 2013 16:50:08 +0000</pubDate>
		<dc:creator>Diane Berry</dc:creator>
				<category><![CDATA[Knowledge Management]]></category>

		<guid isPermaLink="false">http://blog.coveo.com/?p=1294</guid>
		<description><![CDATA[Last week, I had the pleasure of giving a TED-style talk on the future of knowledge management at the Technology Services World (TSW) 2013 Best Practices conference in Santa Clara. The event provided an enlightening forum to discuss the future of customer service, including how new technologies and approaches to knowledge management can empower individuals [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Three Ways to Generate Knowledge from Customer Service Interactions</title>
		<link>http://blog.coveo.com/three-ways-to-generate-knowledge-from-customer-service-interactions/</link>
		<comments>http://blog.coveo.com/three-ways-to-generate-knowledge-from-customer-service-interactions/#comments</comments>
		<pubDate>Tue, 14 May 2013 12:25:28 +0000</pubDate>
		<dc:creator>Esteban Kolsky</dc:creator>
				<category><![CDATA[Customer Service and Support]]></category>
		<category><![CDATA[Knowledge Management]]></category>
		<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://blog.coveo.com/?p=1286</guid>
		<description><![CDATA[I grew up (professionally) in Call Centers. I did all the jobs there were to be done at one time or another: answered phones, played supervisor, managed people, planned for growth, interfaced with business users – and many more you probably don’t want to know or do (if you ever are asked to upgrade a [...]]]></description>
		<wfw:commentRss>http://blog.coveo.com/three-ways-to-generate-knowledge-from-customer-service-interactions/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>How to Deploy an Insight Solution Best Practices for Advanced Enterprise Search Initiatives: Part 2</title>
		<link>http://blog.coveo.com/how-to-deploy-an-insight-solution-best-practices-for-advanced-enterprise-search-initiatives-part-2/</link>
		<comments>http://blog.coveo.com/how-to-deploy-an-insight-solution-best-practices-for-advanced-enterprise-search-initiatives-part-2/#comments</comments>
		<pubDate>Wed, 08 May 2013 13:45:55 +0000</pubDate>
		<dc:creator>Dominic Lajoie</dc:creator>
				<category><![CDATA[Advanced Enterprise Search]]></category>
		<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://blog.coveo.com/?p=1273</guid>
		<description><![CDATA[We’re a third of the way through 2013 and the Big Data buzz has yet to show signs of slowing down. In fact, it’s become even more evident that the need for companies to glean insight from their data is imperative. However, a recent survey by consulting firm PricewaterhouseCoopers found that 58 percent of respondents feel that moving from data to insight is a major challenge. Sounds [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>The Gartner MQ: Sharing Our Vision for the Future of Knowledge Management</title>
		<link>http://blog.coveo.com/the-gartner-mq-sharing-our-vision-for-the-future-of-knowledge-management/</link>
		<comments>http://blog.coveo.com/the-gartner-mq-sharing-our-vision-for-the-future-of-knowledge-management/#comments</comments>
		<pubDate>Thu, 02 May 2013 18:29:45 +0000</pubDate>
		<dc:creator>Diane Berry</dc:creator>
				<category><![CDATA[Advanced Enterprise Search]]></category>

		<guid isPermaLink="false">http://blog.coveo.com/?p=1264</guid>
		<description><![CDATA[Gartner recently issued its 2013 Magic Quadrant for the enterprise search market. We’re pleased with our positioning – high on both vision and ability to execute – particularly when you see where we are compared to other enterprise search providers.  Very large providers. According to Gartner, our position shows that “They understand that chasing the [...]]]></description>
		<wfw:commentRss>http://blog.coveo.com/the-gartner-mq-sharing-our-vision-for-the-future-of-knowledge-management/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Does Knowledge Have a Lifecycle? How to Manage and Access Your Most (and Least) Valuable Content</title>
		<link>http://blog.coveo.com/does-knowledge-have-a-lifecycle-how-to-manage-and-access-your-most-and-least-valuable-content/</link>
		<comments>http://blog.coveo.com/does-knowledge-have-a-lifecycle-how-to-manage-and-access-your-most-and-least-valuable-content/#comments</comments>
		<pubDate>Wed, 24 Apr 2013 12:31:46 +0000</pubDate>
		<dc:creator>Ed Shepherdson</dc:creator>
				<category><![CDATA[Knowledge Management]]></category>

		<guid isPermaLink="false">http://blog.coveo.com/?p=1249</guid>
		<description><![CDATA[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 [...]]]></description>
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		<slash:comments>4</slash:comments>
		</item>
		<item>
		<title>Attention Companies: Stop Knowledge Hoarding</title>
		<link>http://blog.coveo.com/attention-companies-stop-knowledge-hoarding/</link>
		<comments>http://blog.coveo.com/attention-companies-stop-knowledge-hoarding/#comments</comments>
		<pubDate>Thu, 11 Apr 2013 12:33:35 +0000</pubDate>
		<dc:creator>Ed Shepherdson</dc:creator>
				<category><![CDATA[Knowledge Management]]></category>
		<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://blog.coveo.com/?p=1233</guid>
		<description><![CDATA[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 [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>How to Deploy an Insight Solution Best Practices for Advanced Enterprise Search Initiatives: Part 1</title>
		<link>http://blog.coveo.com/how-to-deploy-an-insight-solution-best-practices-for-advanced-enterprise-search-initiatives-part-1/</link>
		<comments>http://blog.coveo.com/how-to-deploy-an-insight-solution-best-practices-for-advanced-enterprise-search-initiatives-part-1/#comments</comments>
		<pubDate>Tue, 09 Apr 2013 12:23:49 +0000</pubDate>
		<dc:creator>Dominic Lajoie</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://blog.coveo.com/?p=1215</guid>
		<description><![CDATA[It’s an exciting time to be in the business of knowledge management and access. In a new age where access to collective knowledge can power real transformation, we’re inspired by our customers who use search and insight technology to better serve customers, personalize website experiences or collectively innovate and produce at new levels. The technology [...]]]></description>
		<wfw:commentRss>http://blog.coveo.com/how-to-deploy-an-insight-solution-best-practices-for-advanced-enterprise-search-initiatives-part-1/feed/</wfw:commentRss>
		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Return on Knowledge: The Next Big Source of Wealth Creation in a Big Data World</title>
		<link>http://blog.coveo.com/return-on-knowledge-the-next-big-source-of-wealth-creation-in-a-big-data-world/</link>
		<comments>http://blog.coveo.com/return-on-knowledge-the-next-big-source-of-wealth-creation-in-a-big-data-world/#comments</comments>
		<pubDate>Wed, 20 Mar 2013 12:25:53 +0000</pubDate>
		<dc:creator>Louis Têtu</dc:creator>
				<category><![CDATA[Insight]]></category>
		<category><![CDATA[Knowledge Management]]></category>
		<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://blog.coveo.com/?p=1199</guid>
		<description><![CDATA[You&#8217;ve seen us write many times in this blog about the knowledge-access challenges posed by Big Data and for two good reasons: Big, unstructured data, fragmented across an ever growing number of sources, is overwhelming organizations, requiring them to find new ways to access information in order to stay competitive, better serve their customers and [...]]]></description>
		<wfw:commentRss>http://blog.coveo.com/return-on-knowledge-the-next-big-source-of-wealth-creation-in-a-big-data-world/feed/</wfw:commentRss>
		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Improving Customer Service with Knowledge: A Solution Worth Watching</title>
		<link>http://blog.coveo.com/improving-customer-service-with-knowledge-a-solution-worth-watching/</link>
		<comments>http://blog.coveo.com/improving-customer-service-with-knowledge-a-solution-worth-watching/#comments</comments>
		<pubDate>Mon, 18 Mar 2013 12:29:07 +0000</pubDate>
		<dc:creator>Diane Berry</dc:creator>
				<category><![CDATA[Customer Service and Support]]></category>
		<category><![CDATA[Knowledge Management]]></category>
		<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://blog.coveo.com/?p=1185</guid>
		<description><![CDATA[In the knowledge management for customer service industry, we have an ever-present problem – a recent Argyle study of customer care executives found that only 15 percent of organizations had access to the information they needed to solve cases faster and more efficiently.  Knowledge, knowledge everywhere… and not a drop to understand. Switch gears:  Paul [...]]]></description>
		<wfw:commentRss>http://blog.coveo.com/improving-customer-service-with-knowledge-a-solution-worth-watching/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Solving the $80,000 knowledge question at Tokyo</title>
		<link>http://blog.coveo.com/solving-the-80000-knowledge-question-at-tokyo/</link>
		<comments>http://blog.coveo.com/solving-the-80000-knowledge-question-at-tokyo/#comments</comments>
		<pubDate>Tue, 12 Mar 2013 15:11:00 +0000</pubDate>
		<dc:creator>Diane Berry</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://blog.coveo.com/?p=1174</guid>
		<description><![CDATA[Tokyo Electron Limited (TEL) had a knowledge management challenge in its field service operations.  It was costing the worldwide leading provider of high-tech semiconductor equipment worldwide up to $80,000 a month in lost and duplicate knowledge. Comprised of more than 500 engineers, TEL’s North American field service team services a highly diverse array of six [...]]]></description>
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		<slash:comments>0</slash:comments>
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