A new research paper released today by the Technology Services Industry Association (TSIA) and Coveo reveals new data on the increasing amounts of data flowing through customer service organizations due to rising interaction volumes and social media activity. The report indicates that the growing number of customer communication channels is creating more content that needs to be integrated into a complete, 360 view of the customer. According to the report, TSIA members on average receive 51,000 support incidents per month through phone, email, Web chat, and online channels.
The report also reveals the adoption rates of social media channels among customer service organizations, and addresses the differences between analytics and operational reporting. Case studies provide examples of how support teams are leveraging analytics through 360 views of customer data to deliver real business value.
Access the full TSIA/Coveo report “Enterprise Search 2.0-Powered Analytics: Transforming Data into Actionable Knowledge” here: www.coveo.com/TSIAreport
The complete report is available beginning June 2, 2011.
The Technology Services Industry Association (TSIA) is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities, and high-profile certification and awards programs. Find TSIA online at www.tsia.com.
Coveo provides Enterprise Search 2.0-powered information access solutions. The Coveo Platform transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand knowledge. Coveo consolidates and correlates content into dynamic 360 views about customers, projects, people, processes and products, to inject knowledge into key business processes. Coveo Knowledge 360 Solutions for Customer Service, based on the Coveo Platform, include specialized components designed for Agent Assisted Service, Customer Self-Service and Management Analytics. Coveo’s Enterprise Search 2.0 Platform allows companies to finally Stop Moving Data™, and start accessing knowledge. Information and video demos are available at www.coveo.com.
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