3. 3
11% potential loss
in earnings for U.S. manufacturers
due to skills shortage
-Accenture
The nation’s biggest economic
problem will soon be the lack of
available workers-Mark Zandi, Chief Economist, Moody’s Analytics
If your organization is facing a skills shortage, you’re not alone. Companies want to
expand but they are discovering that there’s a shortage of talent with the relevant
skillsets to fuel their growth. Truly proficient workers are hard to find and companies
can’t hire fast enough to keep up.
Recruiting candidates with the perfect combination of skillsets is time-consuming and
there’s often an insufficient pool of suitable applicants to begin with. Closing the skills
gap demands a complementary strategy.
This eBook explains why tapping into your organization’s existing talent pool and
information sources is the best way to overcome the skills shortage.
You’ll learn
>> Why increasing employee proficiency – not
only efficiency – should be the goal of your
intelligent workplace
>> The capabilities of an intelligent workplace –
the next-generation intelligent intranet – that
helps employees become more proficient
>> How to design an ideal intelligent workplace
in four steps with intelligent search
5. 5
FOCUSING ON
EMPLOYEE
PROFICIENCY
REAPS THE
GREATEST
REWARDS
The challenge organizations are facing today is not worker efficiency. It’s not about
knowledge workers doing more, faster. It’s about proficiency: raising your employees’
competency levels so they can self-serve and do things today that they couldn’t before.
Prioritizing employee proficiency closes the skills gap in your organization. And when
your knowledge workers are able to learn and solve new problems, your organization
can constantly innovate and reinvent itself.
Companies that adopt this approach report higher business scalability and better sales,
customer service and satisfaction:
12ximprovement
in time-to-competency
for new employees and
successful expansion
of customer support
operations in emerging
markets
-Fortune 50 Healthcare Company
90%faster access to
all deal-related intelligence
and 20%reduction
in resources required to
respond to compliance
requests
-3i Group
25%reduction in
case resolution time and
substantive increase in
overall productivity for
Advanced Support and
Expert Support agents
-Global Energy Management
Company
20%reduction
in case resolution
time and increased
employee
effectiveness
-Deltek
20%increase
in first-time fix rates
and higher customer
satisfaction scores
-Tokyo Electron
Metrics from Coveo Customer Stories
6. 6
“Only when businesses create a culture that empowers everyone to have access to data
and insight that drive action will they be positioned to truly transform.”
-Satya Nadella, CEO, Microsoft
The road to proficiency is paved with BOTH information and insights.
Making relevant information accessible to your employees helps them become more
proficient. Conventional Knowledge Management approaches that focused on content
management – imposing structure on inherently unstructured content and curating it in
a centralized repository – have failed to achieve these objectives.
Because information is everywhere. And raising proficiency goes beyond making
information easily available. Delivering relevant insights is key.
As Forrester Research explains, “Information leads to insights, and insights lead to knowledge.”
Insights arise when information is synthesized and a novel connection or finding is
made. Information and insights enable people to exercise judgment, become more
skillful, and handle increasingly complex tasks on their own.
An intelligent workplace, one that delivers insights to workers in the context of
their work, every time, everywhere, is the ideal foundation for a modern knowledge
management strategy.
8. 8
The intelligent workplace: a next-generation intranet that
delivers insights.
Intranets have evolved to offer more tools that encourage collaboration, promote
engagement, and knowledge sharing and re-use. But they haven’t gone far enough on
their own.
The next generation intranet – the intelligent workplace – is a platform that sits on top of
the conventional collaboration tools and all the other systems across your enterprise. It
gathers the most relevant information from across all your enterprise silos, understands
your context, learns from past behavior and outcomes, and delivers insights through the
applications and devices of your choice.
These insights allow people to handle more complex tasks on their own with less effort.
Beyond just sharing information or finding information faster.
The intelligent workplace is:
Responsive. Delivers the best information – from across your organization’s ecosystem
of record – based on their search query, every time, everywhere.
Proactive. Suggests related information and people based on the original query and
who you are and what you are working on.
Predictive. Recommends content and people that have helped others succeed.
Predictive analytics and machine learning constantly analyze and update these
recommendations.
9. 9
Responsive
>> Google-like answers
>> Reaches all information silos at once
>> Results in efficiency gains
Proactive
>> Suggestions
>> Related content, products, items and
people to talk to
>> Results in proficiency gains
Predictive
>> Recommendations driven by analytics
and machine learning
>> Insights based on the wisdom of the
crowd
>> Results in proficiency gains
11. 11
An intelligent workplace transforms your business because it:
To achieve all these, your intelligent workplace needs to be able to
understand and anticipate your knowledge workers’
needs so as to deliver the best information, every time.
>> Alleviates the skills shortage by giving everyone the information and
insights they need to handle increasingly complex tasks on their own
>> Drives employee self-service and deflects the burden on highly
sought-after experts
>> Is personalized and relevant to the task at hand so your knowledge
workers do not need to sift through a mountain of information for
answers to each new problem
>> Increases your return on knowledge by putting all your information
assets to use
>> Leverages scalable and simple technology that supports your
company’s rapid growth
12. 12
“Insight engines apply relevancy methods to describe, discover, organize
and analyze data to allow for existing or synthesized information to be delivered
proactively or interactively and in the context of digital workers, customers or
constituents at timely business moments.”
-Gartner, Inc. ‘Insight Engines’ Will Power Enterprise Search That Is Natural, Total and Proactive, by Whit
Andrews, Hanns Koehler-Kruener, Tom Eid, Guido De Simoni, 8 December 2015
Intelligent search and predictive analytics – the ideal platform for
your intelligent workplace
Your intelligent workplace is able to successfully anticipate and deliver information your
knowledge workers need only when it has access to your organization’s ecosystem of
record and the capabilities to find and deliver the most relevant information and insights
every time.
Intelligent search and predictive analytics technologies are the “insight engines” that
make this possible.
Intelligent search provides a scalable and simple platform that allows you to continually
add or remove new content sources from a global content pool, then dispense the
information on-demand, based on what the knowledge worker needs and is authorized
to view, at that point in time.
It is system-agnostic, does not require you to migrate your data into a single repository,
and can surface information through a standalone search interface or a search app
integrated into a system of your choice.
Predictive analytics then leverages usage analytics and applies machine learning to
analyze behavior and deliver recommendations based on the prior experience of others
in a similar context.
Let’s explore the steps you need to take, to design your intelligent workplace using an
intelligent search platform.
14. 14
1
2
3
4
Put information from everywhere
at everyone’s fingertips
Deliver proactive insights in
context
Integrate knowledge into
workers’ flow of work
Leverage the wisdom of
your collective workforce for
predictive insights
GUIDE TO
DESIGNING AN
INTELLIGENT
WORKPLACE WITH
INTELLIGENT
SEARCH
15. 15
Index the long tail of information
80% or more of the information of the enterprise is ambient in the long tail – the various
on-premises and cloud applications outside of your primary business systems and
central repositories – and collectively make up your organization’s ecosystem of record.
As a first step, index the long tail of information with secure intelligent search connectors
so your knowledge workers can search, navigate, and take advantage of information
from everywhere.
PUT INFORMATION FROM EVERYWHERE AT
EVERYONE’S FINGERTIPS
1
Ecosystem of Record
16. 16
CollaborationCollabora|
Intelligent
Search
Documents, Records
PDF
Unify in the cloud
Intelligent search virtually unifies all the content
in the systems it connects to, into a single cloud-
based index to form your global content pool.
With the exponential growth of data,
maintaining a cloud index offers a more
scalable infrastructure with lower maintenance
costs as compared to an on-premises index.
And you can be assured of the integrity of your
data.
Cloud and SaaS providers invest heavily in
the security of their installations and systems,
which are often substantially higher than
what companies actually invest in their own
data centers. They are required to comply
with established rules and regulations such
as PCI, HIPAA, ISO and SOC, to name a few,
and perform yearly audits on their policies,
procedures, and systems, to ensure that best
practices and standards are implemented and
adopted at all times.
17. 17
Deliver information, securely, right where people work
Now that all of your organization’s information is available in a single index, your
intelligent search platform will have all the data it needs to return the appropriate results
from a unified search query.
Because intelligent search connectors index the document-level and record-level
permissions of your content, it inherits the security privileges of each document and
repository it indexes, accounting for authentication, compliance, encryption, and the
security of data in-transit and at rest.
This means that if the information someone is seeking exists in the ecosystem and they
have the appropriate authentication to view it, they will be able to find and use it through
their most used applications and devices.
For example, investment professionals at 3i can choose to use either a browser-based UI
or the search application integrated into SharePoint to gather real-time intelligence and
historical records on the deals they are working on.
“When people have the
most relevant information
and insights, where and
when they need it, every
time, they can do more on
their own.”
-Louis Tetu, CEO, Coveo
18. 18
2
Proactively suggest relevant content and experts
Whenever someone needs information to complete a task, they may not always know
the exact thing to search for or the exact phrase or keyword to use in their search query.
As a result, the query might not always return a perfect answer and the person is stuck.
Anticipate this by providing proactive query suggestions, such as prompting for the right
keyword or phrase with “did you mean,” and suggesting possible content or alternatives
to help your knowledge worker find the right answers.
DELIVER PROACTIVE INSIGHTS IN
CONTEXT
19. 19
What happens if they don’t know
what they don’t know, or who to
turn to for advice?
Intelligent search overcomes these barriers
as it understands each employee’s context
and synthesizes all the information residing
in the cloud index, to deliver salient content
only. The insights your intelligent search
generates enables it to automatically suggest
related topics of interest. For example, it can
also recommend and rank relevant experts
within your organization whom have previously
authored material about the topic, even without
a search query.
20. 20
Filter in context
With the wealth of information available in the
intelligent workplace, it can be overwhelming
for your employees to sift through everything to
find what they need. Make it a point to include
filters, or facets, that can help narrow down the
list of relevant results so they can easily identify
the exact document, person or video they need.
These filters can be preset and customized
based on the individual’s context, which is
determined by factors such as their role,
department, location, authentication rights,
metadata, and tasks they are working on.
They can also be dynamically constructed
by extracting themes or named entities for
instance. Finally, for maximum scalability, these
facets can be searchable too, or even “pinned”
to enable nested queries.
21. 21
Design role-based interfaces
Remember how 3i provided their employees with the option to use intelligent search
through a browser-based UI and an integrated search app in SharePoint?
Your organization can create similar role-based interfaces for your employees too, to
personalize the experience.
The HR team can have a browser-based interface that allows them to filter information
from across their emails, corporate intranet and HR applications, based on job openings,
job applicants, employee profiles, etc. and receive suggestions on relevant articles posted
on the corporate intranet.
For the customer support analysts that spend most of their time working in a CRM
tool like Salesforce Service Cloud, they can have an integrated search application to
deliver insights within it. Whenever a support analyst opens a case, the insight panel will
automatically surface suggestions on related cases, relevant articles in the knowledge
base and colleagues who have worked on the same type of problem before.
Your organization can create
similar role-based interfaces
for your employees too,
to personalize the
experience.
PDF
22. 22
Make it easy to see and share knowledge
To continuously enrich your organization’s information stores, you need to make it
relevant to their specific role, and also easy for people to share the new knowledge they
gained.
The best approach is to integrate this process within their flow of work. Like how
Genesys, a leading provider of omnichannel customer experience and contact center
solutions, does it.
3 INTEGRATE KNOWLEDGE INTO WORKERS’
FLOW OF WORK
23. 23
Make it easy to see and share
knowledge
Customer support agents at Genesys are able
to see relevant suggestions right within the
system they engage with, and then turn useful
content surfaced by intelligent search into new
articles in their Salesforce knowledge base with
a single click. And everything’s done through
their Salesforce Service Cloud CRM.
In customer service, every effort is made to
document 90% of a resolution, and publish it in
90 minutes (The 90/90 rule). This principle is just
as valid beyond customer service, too.
24. 24
Capture usage and behavioral data
Enhance your intelligent workplace’s ability to deliver insights, with predictive analytics.
Predictive analytics collects data on user behavior, search activity, and business
outcomes, such as what they searched for, which search result they clicked on (click
rank) and content they used (click through).
Such data comes in handy when you want to review the quality of content in your
information ecosystem. You’ll be able to easily identify popular content and what else
you need to create, to meet your employees’ needs.
It is also a critical first step towards delivering predictive insights.
4 LEVERAGE THE WISDOM OF YOUR COLLECTIVE
WORKFORCE FOR PREDICTIVE INSIGHTS
CollaborationCollabora|
Intelligent
Insights
Behavioral Data
Intelligent
Search
Documents, Records
PDF
Hi, see that known issue: Spring 16’ - Existing Contacts are not added to the campaigns as campaign
members using New Data Import Wizard
(https://success.salesforce.com/issues_view?id+a1p30000000eUmLAAU) of spring 16.
Thanks, Rajendra
Answered on Sun Feb 21, 2016
Unable to Upload Campaign Members Using Data Import Wizard
Hi, I am unable to upload the contacts to a campaign as campaign members in the new data import...
25. 25
Understand positive outcomes
The next step is to ensure that your intelligent
search has machine learning capabilities in
place to help you make the most out of this rich
analytics resource.
Self-learning search learns from the collective
experience and how users make connections
between content and concepts that suggest
relevance. It recognizes patterns in user
behavior, especially employees it sees as
similar to you, the positive outcomes others
experienced, then predicts your likely intent and
what you might need next.
Positive outcomes could include activities like
web conversions, cases deflected, documents,
or items consumed.
Predictive insights that consider positive
outcomes is especially helpful when your
knowledge worker does not know what they
don’t know.
26. 26
Boost relevance using machine
learning
Machine learning thrives on data and pattern
recognition. Self-learning intelligent search
continuously learns from data collected by
predictive analytics to recommend the next best
result and predictive insights.
Machine learning is particularly effective in
employee communities or self-service portals
with high volumes of activity e.g. employee
interest groups or your HR or IT self-service portal.
Predictive AnalyticsUser Behavior
Best Information & Insights
Self-learning intelligent search
27. ABOUT COVEO
The best information, everywhere, every time. That’s how Coveo helps today’s fastest
growing companies keep their edge. Recognized as the Most Visionary Leader in
Enterprise Search by Gartner and as a leader in Big Data Search and Knowledge
Discovery by Forrester Research, Coveo intelligently delivers knowledge and critical
insights from across the entire IT ecosystem at scale, through the cloud and on-premises
systems. From intelligent self-service applications to intelligent contact centers, Coveo
partners with some of the world’s largest enterprise technology ecosystems to provide a
more intelligent, unified and engaging experience for customers and employees. Coveo
currently has more than 1,500 activations in mid-to-large sized global organizations
across multiple industries.
For more information, visit www.coveo.com and follow our blog, LinkedIn, Twitter, and
YouTube accounts.
GET STARTED
The intelligent workplace that is built on an
intelligent search platform delivers highly
transformative results because it is everywhere,
intelligent, personal, effortless to use, simpler
to deploy, and it makes people MORE PROFICIENT.
Join other industry leaders and leverage the
intelligent workplace to overcome the skills gap
and accelerate business growth.
