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Articles by Coveo

Why It’s Time to Embrace The Intranet of Everywhere

When was the last time you contributed anything to your intranet? Or managed to find what you were looking for? If you can't remember, you're not alone. A 2013 Worldwide Intranet Challenge survey suggests that 90% of staff don't regularly contribute to their corporate intranet, and 50% never do. And it's not that people don't want to share; they've merely found another system that is easier to use, or has features they personally prefer. . . .

Why It’s Time To Re-Think The Corporate Intranet And Embrace “The Intranet Of Everywhere”

When was the last time you contributed anything to your intranet? Or managed to find what you were looking for? If you can't remember, you're not alone. A 2013 Worldwide Intranet Challenge survey suggests that 90% of staff don't regularly contribute to their corporate intranet, and 50% never do. And it's not that people don't want to share; they've merely found another system that is easier to use, or has features they personally prefer.

Intelligent Search and the Long Tail of Enterprise Knowledge

To get the most out of their knowledge assets and collective expertise, organizations should look for ways to tap into the "Long Tail" of their collective enterprise knowledge. The Long Tail theory, developed by Chris Anderson in 2004, describes the profound impact of giving customers access to the widest possible variety of items, including "niche" items. Many KM initiatives struggle to succeed because when it comes to collective enterprise knowledge, companies don't make all of their "niche" knowledge and expertise available so team members can easily engage and use it. . . .

Increase Return on Knowledge with Higher User Engagement

Collective enterprise knowledge is the asset that differentiates an organization from its competitors.

How Relevant Knowledge Drives Superior Customer Experiences

Engaging with customers and understanding how well your organization manages theseinteractions is essential to building customer loyalty. This article will focus on concretesolutions that will help improve optimum customer experiences and help organizationsdifferentiate themselves for competitive advantage. Knowledge is everywhere. Agents andcustomers demand more relevant and personalized experiences. Are your employees andcustomers able to access relevant knowledge to create positive customer experiences? Customers today are interacting with companies more often and via multiplechannels—customer contact centers, websites, social media, etc. . . .

CEO Mandate: A Higher Return on Knowledge

The top CEO challenge—according to recent surveys including IBM's annual CEO survey—is responding to customers and marketplaces with greater relevance and immediacy. That's because lack of relevance and responsiveness carries huge economic consequences—missing opportunities, poor customer service, lower sales, customer-churn, sub-optimal products and services, costs associated with reinventing the wheel and more. . . .

Embracing Context-Aware Knowledge

Cutting-edge technology empowers agents and customers with the information they need—on demand and in context. As a rule of thumb in customer service, any customer issue not resolved quickly will see its cost roughly triple. When you factor in research time, contact and context re-establishment time, time spent finding and bringing in experts to help, escalation time, time wasted on interruptions and more, you've got quite an inefficient, costly problem on your hands. . . .