This week we announced new research that reveals some harsh realities for today’s contact center. The survey results indicate the biggest problems are caused by inefficient access to the information…
I just read an excellent article by Michael Healey at InformationWeek titled, “Go Rogue with Enterprise Search.” In this article, Michael makes the point that a relatively small percentage of…
In my last blog post, I suggested that by analyzing our past projects, we can improve adoption of our future information systems (IS) projects. Three of my adoption observations are…
Have you ever sat down at your computer in the evening to do a little bit of research on the internet for some topic that is of interest to you,…
Anyone who has worked in or managed a customer service organization will quickly realize that almost all operational metrics collected include some form of “time” component. First call resolution, call…
Welcome to my first Coveo blog post. My name is Trent Parkhill, and while I have been configuring Coveo’s enterprise search platform for the past four years, I only recently…
In my previous post, I responded to a frequent question about why and how we apply Enterprise Search 2.0. I justified the expression as being appropriate to an era of…
I had the pleasure of participating in a webinar last week during which my fellow participants and I discussed what we think are the top 11 trends for Enterprise Search…
Welcome to my first Coveo blog post. My name is Ed Shepherdson, and I am the latest executive to join the Coveo management team. I am tremendously excited about my…
The beginning of the year is always a time of reflection on the past, and planning and anticipation for the future, at least for me. One of my greatest pleasures…
