White Papers
by Coveo
Make 2012 the year of Insight for your organization. Learn the ten essential steps to tap into the power of Insight from social and enterprise unstructured data. Bring consolidated and correlated views of information about the customer from sales, service and engineering to each department to enable more Insightfull operations. Customers are better served in this manner, better products are created, and more are sold.
by Kate Leggett, Senior Analyst, Forrester Research
IBM Netezza, a provider of data warehouse and analytics appliances, needed to tame its knowledge problem. Knowledge resided in multiple sources: a customer call ticket system, a knowledge base, personal email, shared files, a software bug tracking system, and a product engineering wiki. Customer support agents wanted a more comprehensive view of all available knowledge that could help better resolve customer issues in a timely way. Learn how Netezza uses Coveo to create a 360 degree view of information to overcome their customer service operations and knowledge access challenges.
by Co-Authored by TSIA VP Technology Research John Ragsdale and Coveo
Today’s customer support operations are awash with data. Support executives know there is value in the data and metrics they collect, but identifying the value using legacy tools often proves frustrating, if not impossible. In this report, learn how the ability to consolidate and correlate data from multiple sources can help you detect customer trends and identify new operational and financial insights. See how leading organizations are leveraging analytics to provide real-time insights with 360-degree views of data to drive unmatched performance.
by Omega Management Group Corp. and Coveo
In the wake of a global recession, with B2Bcustomers focused more on price than loyalty, and yet with product complexity and information growing exponentially, contact centers-the front line of many businesses-are facing a harsh reality: Knowledge rules, and without a critical knowledge management and access strategy, contact center costs and agent turnover rise, customer satisfaction plummets, and customers jump ship for the competition.
This white paper examines the findings of a recent survey conducted by Omega Management Group Corp. and Coveo, that reveals some of the most critical and costly challenges facing customer support departments, and the negative impact on customer service metrics.
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by Lynda Moulton, senior analyst for Outsell’s
Gilbane Group
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Too often data distributed across an organization
can’t be put to work efficiently because the systems
aren’t in place to make the information available in
an efficient manner. Data availability, however, is only
one piece of the puzzle. Perhaps even more important is the
ability to convert disparate and distributed data into
actionable insights that can be used to make decisions or
solve business problems.
The white paper "Establishing a Successful Enterprise
Search Program: Five Best Practices," by Lynda Moulton,
senior analyst for Outsell’s Gilbane Group, outlines
the essential steps companies need to take to determine
their optimal enterprise search program. It elaborates on
the decision-making process for those who are looking for
enterprise search solutions to avoid some of the common
pitfalls associated with product selection and
implementation, and provides a framework and best practices
to ensure success.
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by Coveo
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As a good percentage of companies adopted enterprise
search solutions, all too often IT has found these
technologies less than well accepted by knowledge workers.
Data from IDC shows that although use of enterprise search
solutions has increased in recent years, satisfaction with
many of these tools lags that of most other enterprise
productivity tools. In this white paper, learn how
Enterprise Search 2.0 offers solutions that are easy to
implement, have much higher rates of relevancy, and expand
far beyond a simple search box, to power new,
usage-specific applications that solve critical business
problems and allow you to make faster and more informed
decisions.
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by IDC Analyst Susan Feldman
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IDC Analyst Susan Feldman looks at Haley & Aldrich
(H&A), a science and engineering professional services
firm, and the value the firm has generated by making
information accessible to its consulting and professional
staff. Having saved 39,931 hours of consultant’s time
over the past 12 months (which was previously spent
searching for knowledge, expertise, and information across
the firm) helped to restore 11% of the firm’s profits
lost during a difficult economic period, as the firm
estimated that 50% of the time saved had been shifted to
more productive, revenue generating work.
Learn what IDC has to sayabout H&A’s approach
to enterprise search.
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by TSIA / Coveo
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Customer satisfaction rates and key call center metrics
have declined over the past decade, even while companies
have invested heavily in knowledgebase technologies. This
white paper examines these trends as well as the emergence
of the customer knowledge ecosystem and innovative
technologies that leverage it to help turn customer service
from an expense to a corporate asset.
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