Events

Argyle Customer Care Leadership Forum

Dallas, TX

Over 100 senior customer care and contact center leaders will convene at the Argyle Customer Care Leadership Forum in Dallas to share best practices and strategies to improve service. During the conference, Coveo SVP of Enterprise Solutions Ed Shepherdson will lead a thought provoking panel discussion on the state of Insight in organizations today.

Technology Services World

Silicon Valley, CA

Coveo is proud to sponsor the Technology Services World (TSW) conference.  TSW is an unrivaled source of peer learning, networking, and idea sharing. Discover alternative approaches that can help you unleash your full potential and that of your organization to run a better, more efficient, more financially successful services business.

Using Insight to Create Customer Centricity at CA Technologies

Webinar Featuring Gartner Analyst Michael Maoz

The Customer Information Hub Comes of Age

Integrating Social and Enterprise Content Drives Customer Service Insight

How Leading Companies Power Customer Service with Insight

Combining Enterprise Search 2.0, Knowledge Management and Customer Experience Management

Join John Ragsdale, vice president of Technology Research at TSIA, Tina Yarovsky, vice president of online support services at Trading Technologies Inc. and Coveo SVP of Enterprise Solutions, Ed Shepherdson, for a webinar addressing an approach that combines knowledge management, customer experience management and enterprise search technologies to help companies achieve significant results through actionable insight. Learn how to:

• Mine corporate content and capture conversations to glean customer insights
• Put actionable knowledge in the hands of your agents, managers and customers
• Achieve significant results with Insight solutions, including 10% improvement in customer self-service satisfaction and 50% reduction in case resolution time

CRM Magazine Roundtable Webinar: When Social, Mobile, and Traditional Service Channels Collide

Join Coveo SVP of Enterprise Solutions Ed Shepherdson for a roundtable webinar moderated by David Myron, Editorial Director for CRM Magazine, to learn how you can:

• Integrate social customer interactions with other channels of customer service
• Aggregate intelligence from disparate digital sources
• Deliver relevant, consolidated and correlated insight to your CSRs, customer service managers, executives and analysts. 

Register Now (Premium Content – Free Registration)

Webinar Featuring Forrester Research Senior Analyst Kate Leggett
Achieve World-Class Customer Service by Giving Agents 360-degree Customer Insight

How to turn multi-channel, multi-system information chaos into correlated, actionable knowledge to power every customer interaction

With expanding customer interaction channels and an explosion of both the amount and complexity of data, customers often feel that companies don’t know them and don’t serve them well….and they are not afraid to complain, loudly, via social channels. 

Why do they feel this way and what can you do about it? Join featured speaker, Forrester Research Inc. Senior Analyst Kate Leggett, and Coveo Chairman and CEO Louis Tetu for an interactive discussion exploring common customer support information challenges and a new approach that leading B2B customer service leaders are taking to better know, serve and sell more to their customers. 

Register Now (Premium Content – Free Registration)

Webinar with Paul Greenberg: Tackling the B2B Social Media Maze to Create 360 Customer Views

How to power Customer Service performance with Enterprise Search 2.0-based Customer Service Solutions

Join Paul Greenberg, best-selling author and the "godfather of CRM", and Ed Shepherdson, SVP of Enterprise Solutions at Coveo and former SVP of global customer support at Cognos, as they discuss what social means to B2B customer service and how the best performing companies are incorporating these channels.

Customer service ecosystems are evolving and growing increasingly complicated, particularly for B2B companies with multiple and complex product lines. Many customer service leaders are wondering how to make sense of the social media maze in the B2B world, which channels are important to customer service, how to make information from social media actionable, and how to best combine it with information from other systems to see a true, 360 view of the customer and customer base.

Watch On-demand Webinar (Premium Content – Free Registration)

Webinar Featuring Gartner Analyst: Adding Social Media to the Customer Service Mix

How Enterprise Search 2.0 Uncovers 360 Views of All Your Customer Data

Join this exclusive webinar featuring Gartner VP and Distinguished Analyst Michael Maoz who will discuss the value of 360 degree views of customer information for call center agents, customers and executives. Ed Shepherdson, VP of Solutions at Coveo will discuss how Knowledge 360 Solutions for Customer Service provide holistic views of customer information and analytics that help identify trends within—and outside of—your business that affect your customers

Watch On-demand Webinar (Premium Content – Free Registration)

Research-based Webinar Reveals Harsh Realities for Contact Center Management

Contact Center Knowledge Management and its Financial Impact on Customer Service

New Research Reveals Harsh Realities for Contact Center Management

Watch On-demand Webinar (Premium Content – Free Registration)

Take Your Contact Center to the Next Level

Hosted By: CRM Magazine

View Now

This unique CRM Roundtable Web event will detail the steps to delivering next-level customer experiences across multiple customer contact points, while reducing contact center costs.

As a member of the CRM Roundtable Panel, Coveo Managing Director of Customer Information Solutions Ed Shepherdson will discuss methods to increase second and third level support efficiency and effectiveness, and show how Customer 360 views can increase contact center capacity and customer satisfaction.

11 Trends in Enterprise Search for 2011

Recorded webinar featuring Bose Corporation, Frito-Lay, Trading Technologies, Inc., Yum! Brands and Outsell’s Gilbane Group.

Watch On-demand Webinar (Premium Content – Free Registration)

Learn how you can benefit from 11 Trends in Enterprise Search 2.0 in 2011 as predicted by Coveo customers, including Bose Corporation, Frito-Lay, Trading Technologies, Inc. and Yum! Brands, as well as an expert from the analyst firm Outsell’s Gilbane Group. The 11 Trends will reveal how Enterprise Search 2.0 applications will influence Business Analytics, Knowledge Management, Customer Service, Social Networks, Information Technology, and Unified Information Access.

Coveo Enterprise Search 2.0 Seminar

Virtual Seminar

Watch On-demand Webinar (Premium Content – Free Registration)

In this on-demand recording of the Coveo Enterprise Search 2.0 Seminar, our featured speaker is Tina Yarovsky, Vice President, Knowledge and Learning Solutions at Trading Technologies International, which develops and deploys high-performance software for the international financial markets.

In the financial market, time is money – and if software issues arise, and can't be solved quickly, trades are delayed, risks exposed, or business is lost. Trading Technologies needed a way to connect its employees with product information quickly and seamlessly. The company implemented Coveo to provide access to critical knowledge across several different repositories and drive its business forward.

During the seminar, Tina discusses:

• The role that knowledge and learning plays within Trading Technologies, and why it's vital to executing on the company's overall business strategy
• Why a unified view into all product and service information is a critical success factor to Trading Technologies' product development, customer service and support operations, and overall global infrastructure
• How different groups within the company all benefit from its information access initiative

We also cover how Enterprise Search 2.0 solutions can turn disparate information into actionable knowledge that is consumable for key business decisions through dynamic, role-specific dashboards, helping you achieve better decision-making at all levels within your organization.

How Quantum Transforms Customer Service with Dynamic, Unified Views of Information

Recorded Webinar

Watch On-demand Webinar (Premium Content – Free Registration)

Many leading organizations with complex products are taking customer service and support to new levels with a unique approach to knowledge management: they have stopped moving data and are accessing knowledge through single-screen access to product information, customer interactions, ticketing systems, and more.

In this on-demand webinar, you will hear three different perspectives from Quantum, the global leader in backup, recovery and archiving as they discuss how Enterprise Search 2.0-powered solutions from Coveo helped them address key issues that were slowing issue resolution, impacting customer satisfaction, and agent productivity.

Coveo Executive Chairman Louis Tetu also discusses additional instances of how Coveo Customer Information Access Solutions increase call center efficiencies and provide agents, managers, and executives with unified access to information, providing a true 360-degree customer view, and the business intelligence needed to help you achieve better decision-making.

Industry Expert Solves Top 10 Challenges for Engineering Firms

Recorded Webinar with Trent Parkhill, Engineering Consultant

Watch On-demand Webinar (Premium Content – Free Registration)

If yours is like most engineering firms, you risk missing opportunities for new business, inefficient operations and many other business problems because of the dispersed nature of your staff and electronic information.

In this on-demand webinar, our featured speaker is Trent Parkhill, Information World Top 25 CIO and former IT leader and engineer with Haley & Aldrich. With its data growing 60% per year, H&A staff struggled with finding critical information and experts within the firm. Trent will detail solutions to 10 crucial challenges faced by engineering firms solved with on-demand and composite access to in-depth, relevant and real-time knowledge.

CRM Roundtable: Speed to Knowledge Improves Speed to Profits

Recorded Webinar with CRM magazine

Watch On-demand Webinar (Premium Content – Free Registration)

There are few things more important than getting the right information when an agent or customer needs it. However, with an increasing amount of structured and unstructured data coming into organizations over multiple touch points and stored in disparate systems, organizations are struggling to get fast, dynamic access to relevant information.

Learn how you can move beyond CRM integration and the knowledge-base without moving data; derive more value from existing systems by leveraging a central, unified index of information; and find out how to optimize your support infrastructure with composite views of data from your entire knowledge ecosystem.

Coveo webinar featuring Gartner analyst - The New View for Customer Support: Dynamic Intelligence Informs Every Interaction

Recorded Webinar

Watch On-demand Webinar (Premium Content – Free Registration)

Want to learn about the hottest, next generation technology for customer service and support organizations? Join us to learn how search powered solutions that overlay current support infrastructures and infuse them with knowledge—offering dynamic intelligence about your customers—will help you see results like improving customer satisfaction by 10% and reducing case resolution by more than 50%.

Coveo Executive Chairman Louis Tetu will walk through case studies detailing how real-time access to composite information drives the entire customer support organization to new levels of service. We will also hear Gartner VP and Distinguished Analyst Michael Maoz discussing current trends in customer service operations based on thousands of Gartner customer interactions.

Coveo webinar featuring Gartner analyst - Enterprise Search 2.0: Business Impacts, Roadblocks and How to Break Through

Recorded Webinar

Watch On-demand Webinar (Premium Content – Free Registration)

What are the business impacts of Enterprise Search 2.0 – with its defining, unified view of information? Learn from Coveo about the characteristics of Enterprise Search 2.0, and from Gartner VP Distinguished Analyst Whit Andrews about Gartner client inquiries regarding the lack of unified information access, where search goes from here, the roadblocks to establishing a unified index of information from disparate systems, and why it’s important to focus on Enterprise Search 2.0 today.

Join us for this complimentary webinar and get your Enterprise Search 2.0 program off the ground, and headed for success.

TSIA webinar: Netezza Transforms Customer Support from
Award-Winning to World-Class

Recorded Webinar

Watch On-demand Webinar (Premium Content – Free Registration)

Join Netezza, TSIA and Coveo for a ground-breaking webinar and you’ll hear from three different perspectives– an Executive, Manager and User– on how Netezza is infusing their service infrastructure with knowledge to gain higher levels of customer satisfaction, balanced with lower costs, all without disrupting current operations and service levels. This will be an interactive discussion on transformational technology and you will learn how you can accomplish your goals of next-level support by leveraging your current support systems though Unified Knowledge access rather than a single Knowledge Base.

Enterprise Search 2.0:
Enhancing User Adoption to Save Lives at Children's Hospital

Recorded Webinar

Watch On-demand Webinar (Premium Content – Free Registration)

Hear from Children’s Hospital Boston and Coveo as they describe the process for enhancing user access and adoption throughout Children’s Hospital’s SharePoint and Intranet sites with a single, unified index, as well as best practices for increasing user adoption using next-generation Enterprise Search to deliver the value inherent in accessing the right information, in real time, directly where users work.

Stop Moving Data and Start Mining Knowledge: Enable Strategic Intelligence by Leveraging Existing Enterprise Systems

Recorded Webinar with GEICO, ArnoldIT and Coveo

Watch the On-demand Webinar (Premium Content– Free Registration)

As your organization's data grows exponentially, you're faced with a choice: move it into a system of record, or access it where it resides. The latter – enabled through enterprise-search powered indexes – allows mashups of structured and unstructured data that may reveal a higher level of knowledge access and business intelligence.

During this webinar learn how GEICO thinks about leveraging its data-rich enterprise systems to generate real-time business value and intelligence.

Converging Knowledge Base Access with Intelligent and Social Search

Recorded Webinar with TSIA and Coveo

Watch the On-demand Webinar (Premium Content – Free Registration)

During this webinar, you'll learn how new, intelligent search technologies can create a dynamic, secure knowledge base from information residing in multiple, disparate systems —within your customer community, on Twitter, in CRM systems, ECM systems, PLM systems, in agents' email and in desktop files – and of course within different silos of the organization, from professional services to development and product management, even customer training departments.

And you'll learn how this can be accomplished, finally, without moving any data.

Coveo Expresso™ On-Demand Webinar

Recorded Webinar

Watch On-demand Webinar (Premium Content – Free Registration)

Coveo ExpressoTM Beta, a free, entry-level enterprise search solution, places the power of enterprise information access in the hands of employees everywhere, at no cost - for up to 50 users, 1M desktop files and email items and 100,000 Intranet documents. Coveo Expresso deployments can also grow as needs evolve – supporting up to 250 users, 5 million emails/attachments/local files and 1 million intranet documents.

This demo video provides a more detailed look into Coveo Expresso including innovative end user interfaces like the Floating Desktop Search Bar and the Outlook Sidebar, as well as the intuitive Administration interface that eases configuration and deployment.

Quantifying the Real-world Value of Enterprise Search

Recorded Webinar with Haley & Aldrich and Coveo

Watch the On-Demand Webinar (Premium Content – Free Registration)
Download the Presentation

Hear from Trent Parkhill, VP of IT Services, Haley & Aldrich who discusses and demos how he configured the firm’s Coveo enterprise search solution to generate high levels of collaboration, and the value search is delivering, from better serving Haley & Aldrich customers to increasing the productivity of new senior-level employees.