Today’s support executives are awash in an ocean of data. The Technology Services Industry Association (TSIA) members receive, on average, over 51,000 support incidents a month, across phone, email, Web…
If you needed further evidence that customer support operations are overwhelmed by data, look no further than the joint research paper released today by the Technology Services Industry Association (TSIA)…
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…
Reflecting on the state of enterprise search and trends for 2011, just described by four knowledge management thought-leaders, and Coveo’s visionary CEO, Louis Tetu, I have thoughts on two aspects…
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…
