Want to Improve Agent Experience (AX) and thus CX? Don’t Put the Management Cart Before the Enablement Horse!
Contact center agent churn is estimated at 35-45% with US contact centers alone bleeding $10B in attrition costs per year! As self-service systems get smarter, agents are going to get…
The march towards better customer journeys
The March on Washington happened 50 years ago, bringing about transformational change to perfect the union. If you are a business looking to transform customer journeys, you can start your…
The US and the UK: Arguably divided by the same language, but undoubtedly united by the same contact center agent pain points
George Bernard Shaw famously said that the US and England were divided by a common language. He would not say the same about contact center agents—CSRs in both geographies are…
eGain debuts in the 2017 CRM Customer Engagement Center Magic Quadrant
We are pleased to inform you that eGain just debuted in the Gartner CRM Customer Engagement Center Magic Quadrant (CEC MQ) for 2017, appearing as a “Niche Player”. If you…
Desperately seeking findability
I’m not a big fan of Madonna’s acting talent—I have not even seen any of her movies. However, I get reminded of one of her 80’s movies titled “Desperately Seeking”…
Sorry, Kaplan and Norton, you need to invent an “unbalanced scorecard” for knowledge-powered contact centers!
We understand the need for tradeoffs in performance metrics to balance the proverbial scorecard. However, there are some technologies that transform business, creating value tides that lift all “metric boats”.…
The Un-Conference for Digital Customer Engagement and Artificial Intelligence
eGain Digital+AI Day and 7-Up! When I think of our upcoming eGain Digital+AI Day, I’m reminded of the Seven-up Uncola commercials of yore. A perfect antidote to traditional conferences, this event…
No more IVR music? Music to my ears!
According to Accenture’s Global Consumer Pulse Survey, being “put on hold for a long time” was extremely frustrating or frustrating for 84% of consumers surveyed. As though waiting for the…
Trafalgar Square Pigeons Coo No More (No, we didn’t mean to tweak nature!)
About a year ago, we wrote a short story about the Trafalgar Square pigeons and eGain World London. Here’s what just happened: eGain World came back as eGain Digital Day London…
Want to turbocharge web sales this holiday season? Go on a (mystery) shopping spree now!
If you are a retailer, the holiday season is when the rubber meets the road. I’m sure your sales and market share goal has been upped a notch or two…
