THE INTELLIGENT WORKPLACE

Your guide to transforming business for growth by enhancing employee

proficiency with the next generation intelligent intranet

OVERVIEW

SKILLS SHORTAGE IS A MAJOR CONSTRAINT TO GROWTH

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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 skill sets 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 skill sets is time-consuming and there’s often an insufficient pool of suitable applicants to begin with. Closing the skills gap requires that while you focus on hiring, you also make better use of your existing resources.

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

DEFINE YOUR GOAL PROFICIENCY, NOT EFFICIENCY

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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:

12x improvement 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

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“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.

CAPABILITIES OF THE INTELLIGENT WORKPLACE

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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.

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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

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Intranet Portal

Customers

Employees Partners

Ecosystem of Record System of Intelligence Information SeekersSystem of Engagement

THE INTELLIGENT WORKPLACE TRANSFORMS YOUR BUSINESS

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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

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“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 workplaceYour 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.

GUIDE TO DESIGNING AN INTELLIGENT WORKPLACE WITH INTELLIGENT SEARCH

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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

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Index the long tail of information80% 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

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Ecosystem of Record

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CollaborationCollabora|

IntelligentSearch

Documents, Records

PDF

Unify in the cloudIntelligent 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.

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Deliver information, securely, right where people workNow 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

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Proactively suggest relevant content and expertsWhenever 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

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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.

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Filter in contextWith 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.

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Design role-based interfacesRemember 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

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Make it easy to see and share knowledgeTo 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

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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.

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Capture usage and behavioral dataEnhance 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|

IntelligentInsights

Behavioral Data

IntelligentSearch

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, RajendraAnswered on Sun Feb 21, 2016

Unable to Upload Campaign Members Using Data Import WizardHi, I am unable to upload the contacts to a campaign as campaign members in the new data import...

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Understand positive outcomesThe 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.

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Boost relevance using machine learningMachine 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

ABOUT COVEOThe 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 STARTEDThe 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.