Tag Archives: customer self-service
Forbes: CA Technologies’ Product Development is ‘Data Driven’
If there’s one company that could serve as a showcase for how better Insight into vast amounts of data can drive improvements throughout an organization, it’s CA Technologies. Coveo has been working with CA Technologies for several years to help them make sense of the massive amounts of information about its expanding and today, quickly [...]
In Customer Service, the Knowledge Base is One Piece of the Knowledge Insight Equation
…but customer service economics suggest that it might not be the most important one. In my last blog post on this topic, I went back to some fundamentals that drive a positive customer service experience: customers and agents are seeking efficient real-time insight into the right knowledge to understand and resolve every customer issue, every [...]
What Does Decision Support Have to Do with Revenue and Customer Satisfaction?
Inefficiency is when something gets done with more money, time and resources than it should. Ineffectiveness is when something should be done differently to yield better results. In both cases, typically the actors don’t know better, or don’t have the requisite knowledge and information to act optimally, and the results show. For sales it means [...]
Is Customer Self-Service No Longer Effective?
Customer service continues to be a regular topic of conversation within the leadership ranks of many companies. As companies look for ways to keep customer satisfaction and loyalty at the highest levels possible, the service organization continues to take on a lot of pressure to accomplish these tough goals. At the core of customer service [...]
