How Contact Centres Can Accelerate Their Digital Agendas
It is starting to be widely appreciated there has been a rapid change of behaviour in the way customers now expect to receive sales and service support. Enforced isolation has…
field service
Creating Field Service Excellence with Intelligent Search
Tokyo Electron Limited: A Coveo Case Study Transitioning their customer support group from product focus to customer-outcome focus, by empowering their 500 field service engineers (FSE) with real-time, relevant information,…
From Product to Outcome: The Digital Transformation of Customer Support
The digital transformation is having a profound impact on how businesses engage with customers. Driven by the combination of more competent, digitally literate customers and the digitalized workplace, leading organizations…
Learning faster with Search: Notes from the #APQCKMCONF trenches
“Companies need to learn faster,” said APQC leader Carla O’Dell in her keynote address at the organization’s 20th Annual KM Conference, and #apqckmconf lit up on Twitter. She also said…
I’ll Take My Customer 360 Info “To Go” Please
According to Gartner Research, the field service market encompasses 20 million mobile field service workers worldwide. Field service workers are a company’s “feet on the street,” represent the company’s brand,…