Neil is Director of Product Management at Coveo and has over a decade of experience across key Canadian tech companies, with a deep understanding of Service solutions and concepts. Since joining Coveo in 2017, his passion for content, search, and personalization has been a key driver in the evolution of our Service products. As an avid mountain biker, you can catch him living the #CoveoLife shredding trails at some of Ontario’s top spots like Hydrocut in Waterloo (where he previously worked at BlackBerry managing their KCS practice), or Kelso in Milton.
When a support case is opened, nothing is more frustrating for the agent than not understanding the context of the case. Agents often struggle with too much information (and sometimes…
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