Knowledge management

Yes, equality is no myth and everyone can get into the top 1%!

No, we are not talking about socio-economics or politics! We are talking about how a modern knowledge management system can bring about performance equality among your agents, making all your agents as good as your best. It can also make the best agent better, starting a virtuous cycle of “upward mobility” for the entire contact…

Customer experience

A midautumn day’s dream

Imagine your prospects and customers engaged in meaningful conversations with you across channels of their convenience—Facebook, Twitter, Blogs, Web, Email, Chat, Phone, or Face-to-face. Anytime, Anywhere, Anyway. Imagine all conversations powered by a rich knowledge base that finds the best process-compliant content to fit the conversation and informed by customer context drawn from across the…

Contact center customer service
Customer experience

Measure to manage customer experience

In many areas of management it is clear what to measure and what action to take when things go wrong. For example, if a product comes out of a manufacturing process too cold you need to increase the temperature. In contrast, customer satisfaction is very hard to measure. Customer service is subjective and is only…

Cloud-based customer engagement

Requiem to the vaunted innovation diffusion models of Rogers, Moore, et al!

Once upon a time, innovation diffusion models (customer engagement technology included) were based on frameworks from Everett Rogers, Geoffrey Moore, and others. Rogers’ model consisted of groups of adopters or buyers—innovators, early adopters, early majority, later majority, and laggards, based on characteristics such as financial resources, risk profiles, etc. Geoffrey Moore argued that there is…

Cloud-based customer engagement

Rumors of the demise of scheduled maintenance downtime are not exaggerated, thanks to eGain Cloud AlwaysOn™!

We just announced the immediate availability of the eGain Cloud AlwaysOn, an industry-first offering of its kind in the customer engagement applications space. It slays the scheduled maintenance downtime dragon, raising the bar on availability and disaster recovery.The Always-On Customer Age is already upon us. According to Pew Research, 77% of American adults go online…

Artificial Intelligence

Artificial Intelligence (AI) Knowledge: The Platinum Bullet for Customer Service Transformation

Telco giant speeds up agent time to competency by 100%, First-Contact Resolution by 37%, NPS by 20%, while reducing advisor training time by 43% Communication service provider improves interaction compliance 30%, FCR by 19%, and agent satisfaction by 90% Global bank reduces agent training time by 50%, agent churn to <1%, unnecessary service processes by…

Agent experience

Want to fix CX? Take Mark Felt’s (aka Deep Throat’s) timeless advice—follow the money pain!

Word from the horses’ mouths: Only 1% of companies deliver “excellent” customer service, per Forrester’s recent CX Index consumer research. The needle hasn’t moved for years and years. How can businesses address this?  I don’t mean to channel the sage advice “Deep Throat” dished out to Woodward and Bernstein—Follow the Money—but it is a logical…

Artificial Intelligence

Contact Center AI – Sorry, No Chasm, No Trough!

Geoffrey Moore wrote about the dreaded “chasm” in his hi-tech marketing bible, Crossing the Chasm, where technologies go to die if they don’t gain traction among mainstream buyers, and Gartner talks about the “trough of disillusionment” in their hype cycle—e.g., AI earlier in customer engagement and everywhere—where many technologies perish or take years to get…

Artificial Intelligence

Knowledge Consistency Vital for AX and CX; AI-Infused Knowledge is the Key

This is an extract from an interview* that eGain’s SVP of Marketing, Anand Subramaniam, gave to Contact Center Pipeline for their feature article, Blending AI With Support. It has been restructured for this blog. What is the key to improved customer (CX) and agent experiences (AX)? Delivering a consistent knowledge experience is key to driving value…

Contact center customer service

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 more complex questions to answer, problems to resolve, and advice to provide. However, even while the world is fast going digital (including things, customers, agent,…