eGain COVID-19 Offer to tame customer service spike
Did you know that we are offering a virtual assistant solution that delivers quick value as it helps businesses handle soaring demand for customer service, triggered by Covid-19? Unlike bait-and-switch…
Customer experience in the time of Coronavirus aka COVID-19
At last count, more than 247K persons had been infected by the novel coronavirus (COVID-19) in 172 out of 195 countries worldwide. More than 10,000 have already died from complications…
We knew we were #1 at what we do. Nice to know that a top IT analyst firm agrees!
We provide omnichannel customer engagement software, powered by knowledge. According to Gartner’s just-published critical capabilities report on customer engagement, our average score for digital engagement and knowledge management at 4.5…
When it comes to customer experience, take a “whole-chain” approach for success
Businesses pay a lot of attention to their supply and demand chains as they make and take products to market – and for good reason. What they often forget is…
We like “Artificial” when it comes to intelligence for customer service (no offense to all-natural aficionados!)
There’s no question Artificial Intelligence (AI) for business is red hot, and AI for customer service is white hot! It could understand customers through natural language processing and answer questions…
Mixed Feelings About Celebrating CX Day!
Happy because we are celebrating the importance of customer experience, but sad about the state of CX. The Forrester CX Index for the US came out with bad news—customer experience…
Mission Possible (Thanks to eGain!): Tax Paying Can Be Less Taxing
It is that time of the year in the US, and to quote President William Jefferson Clinton, “we feel the pain”. Tax season means high stress, missing documents, lots of…
Want to excel in customer engagement? Go “Dolly” in your contact center!
Those of you that are old enough like me might remember “Dolly,” the first-ever sheep to be cloned. Did you know that your best sales and service agents can also…
Think Steve Perry and you’re on your way to transforming customer experiences
It's about the customer journey, not channel You might remember Steve Perry as a prominent member, if not the leader, of the rock band “Journey.” As you design customer experiences…
The Case for Case-Based Reasoning
AI Reasoning Guides Customer Service When it comes to knowledge technologies for customer engagement, Case-Based Reasoning (CBR) tops the list in guiding not only search but also decisions and process.…
