Hot off the press: eGain is tops yet again in our space in Gartner’s critical capabilities report for the customer engagement center 2025!
Gartner just published the much-awaited Critical Capabilities Report for the Customer Engagement Center for 2025 (client subscription required.) Though not a surprise, we were ranked again at the very top…
Best AI Knowledge Platform for 2024 and Beyond!
Knowledge management was red hot last year as companies realized its importance in the new remote and hybrid work era. With Gen AI helping automate many tasks in the knowledge…
Generative AI and KM for Customer Service: BFFs that Assure Mutual Success
Generative AI has reignited interest in knowledge management (KM). KM is not only a BFF for gen AI but a foundational one at that! Gen AI helps KM Gen AI…
AI-Powered Coaching: Financial Therapist and Savior For Your Beleaguered Customer (and Business)
Consumers are experiencing financial stress--70% feel it with less than half of them having any kind of emergency funds, according to a CNBC survey published in April 2023. Among the…
7 Ways Modern Knowledge Management Helps Slash Operational Costs
Because of inflation and the conflict in Europe, the economic outlook has been uncertain. Layoffs are rampant and you got the directive from the C-suite to cut operational costs yesterday!…
Agent Experience is Missing an Ingredient
Add knowledge management to your recipe for resolving agent experience woes “Knowledge Management (KM) is the #1 technology for enhancing the three main customer service perspectives of operational performance, customer…
US Consumers Rate eGain Clients at the Very Top in CX, Yet Again!
When it comes to CX performance, history repeats and repeats and repeats… itself! The Newsweek listing on America’s best customer service companies and the Forrester US CX Index for 2022…
Knowledge management for the contact center: The secret behind successful digital CX transformation
The Forrester CX Index reports have been sounding like a broken record year after year. Not a single company offered “excellent customer service,” the index dropped, or it barely moved,…
The Knowledge Management Imperative for Work-from-Home Agents
What WFH Challenges Do Contextual Knowledge and Conversational Guidance Solve? Agents When working work from home, agents do not have the luxury of walking over to the proverbial next cube for…
Financial Coaching for Everyone!
Banking, Financial Services, and Insurance (BFSI) companies have long known that consumer financial wellness is their own financial wellness. After all, if consumers are better off financially, they can buy…
