Customer Service Trends Part 2: Upskill Agents With Search
The distance between a customer and a resolution to a service-related issue should be minimal, according to a landmark CEB study of 125,000 consumers. The study revealed that 96% of customers feel more...
View ArticleTrend Watch: Alleviating the Skills Shortage through Search
This is the second in a five-part series examining trends that will increase worker and customer proficiency in 2015 via advanced, enterprise search-powered apps. Trend 2: Search-powered apps help...
View ArticleHow “Upskilling” Employees and Customers via Search Drives the Bottom Line
Attendees at this year’s APQC Knowledge Management Conference in Houston are looking to understand how becoming a knowledge-driven organization can transform their business and drive the bottom line....
View ArticleLearning faster with Search: Notes from the #APQCKMCONF trenches
“Companies need to learn faster,” said APQC leader Carla O’Dell in her keynote address at the organization’s 20th Annual KM Conference, and #apqckmconf lit up on Twitter. She also said that search is a...
View ArticleThe cloud spins faster than the earth…and we all learn in the moment of need
Remember when you were a kid, lying on your back in the grass, staring up at the sky and seeing the clouds move? It always made me dizzy! In reality, of course, we all learned that the earth was moving...
View ArticleKnowledge drives business…and why you should care
Skills are the top constraint to business growth and half of the CEOs surveyed consider the talent shortage to be a crisis, reported Gartner. As a reaction, leaders instinctively respond with: • Brute...
View ArticleCreating Field Service Excellence with Intelligent Search
Tokyo Electron Limited: A Coveo Case Study Transitioning their customer support group from product focus to customer-outcome focus, by empowering their 500 field service engineers (FSE) with real-time,...
View ArticleDigital Customer Experience & the Digital Workplace: Real Life at Sonus Networks
According to Gartner, the digital workplace delivers a more social, mobile, accessible and data-driven work environment. Conferences about digital workplaces, digital business and digital customer...
View ArticleVideo: How VMware improved the self-service experience on its partner portal.
Organizations are facing a huge challenge today – critical knowledge assets reside in various locations, preventing partners, employees and customers from finding the information they need, the moment...
View ArticleIntelligent Search for Transforming the Way Organizations Work
Intelligent or smart search is no longer a nice-to-have feature in organizational information systems, but it is a critical part of how businesses are transforming the way they work. We have gone...
View ArticleTop on Leading CIOs’ Agenda: The Intelligent Workplace
“The next generation intranet will transform businesses in ways that pay, and pay big.” Over the past decade, quantum leaps in search technology are enabling a whole new era of possibilities for...
View ArticleBreaking Down the Concept of the Intelligent Workplace
The reality is; organizations are facing skill-shortages that are stunting their growth. Finding suitable talent with relevant skill sets is a challenge, to say the least. However, the solution to...
View ArticleHow Intelligent Search Provides Relevant Insights
Cloud environments are being used industry wide, from database management systems to corporate applications, to solve the range of challenges organizations are faced with today. Companies are seeing...
View ArticlePutting Relevant Information at Your Employees’ Fingertips
The benefits of delivering relevancy through an Intelligent Workplace Admittedly, we talk a lot about ‘unified indexes’ and ‘unifying your ecosystem of record’ as a crucial element of intelligent...
View ArticleDelivering Proactive and Contextual Insights with Intelligent Search
Upgrading your search solution and upskilling your employees Search has become so ingrained in our everyday lives. Whether we’re looking for driving directions or an email thread, we expect to find...
View ArticleIn-Product Search in Photoshop: Why Now?
This is inspired by a post from Intelligent Search Evangelist and Coveo Sales Manager Scott Bideau. Original post can be found here. Everyone knows how difficult it can be to master a complex software...
View ArticleThe Impact of Sharing Employee Knowledge
What if your intranet could learn and recommend? Louis Tetu, Coveo Chairman and CEO, answered this question at his KMWorld keynote presentation titled, “Creating the Intelligent Workplace: Think...
View ArticleHow to Improve Employee Engagement with a Better Intranet
Improving employee engagement is always on the mind of the HR team, but they may be overlooking one key area that will have a major impact: the intranet. For many companies, the intranet is the place...
View ArticleDigital Transformation Starts with Cognitive Search
It’s more than a search box. For many companies, upgrading their search capabilities has transformed their digital workplace, and has affected key business outcomes, such as increased collaboration and...
View ArticleEffective Intranet Search Will Break Down Organizational Silos
Intranets were created for many to consume content and few to create it. With the amount of content on intranets today, they have become a “content graveyard” for employees, rather than the vibrant and...
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