Reading Gartner Magic Quadrant for Insight Engines1 to wrap your brain around what’s best in enterprise search? Data-driven decision-making is a must in today’s business world. Yet the information needed…
Without a doubt, the global pandemic has impacted customer service operations and call centers in several ways. From shifts in overall business strategy, to technology issues for employees working from…
Four years a Leader. Coveo has once again been named a Leader in another independent research firm report – recognition of the impact Coveo is having on the world of AI-driven insights,…
Knowledge Centered Service (KCS) was a key initiative at the IT software company, ConnectWise, in 2019. They had developed a methodology for improving customer support, but a legacy tech stack…
Today’s organizations manage lots of information, content, and data. The ability to access and leverage that information, content, and data at the right time, for the right audience has helped…
These days, a lot of work goes into tracking everything that’s done within an organization. From individual performance to ticket volume, pretty much every single stage of the customer support…
Nobody wants angry customers but in the era of personalization it can be hard to keep up with their ever-growing expectations. What’s a company to do? The first step to…
