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, or it only millimetered up (attempted humor that also reflects reality!). This is despite the fast and furious addition of digital capabilities such as new…
Who are the best judges for the customer service performance of brands? The answer is obvious—it is the consumer! Newsweek surveyed 25,000 of them and Forrester Research surveyed 85,000 of them about the customer service performance of leading brands, using extensive frameworks for the evaluation. READ MORE
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 answers. Moreover, traditional training and onboarding programs have been disrupted across all functions, customer service included. Hence the need for a knowledge-powered conversational guidance capability…
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 more products and services from BFSI firms. Moreover, personalized advice boosts customer loyalty and brand equity. However, providing it to consumers, staying with them and…
Why more with digital now COVID-19, aka Coronavirus, has literally and figuratively changed the meaning of the tech marketing cliché, “digital or death.” Consumers are still very wary of exposure to the virus and want to get more things done digitally. While this had always been the case with millennials and Gen Z, COVID-19…
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 “free” teasers, unproven technologies, and solutions that take forever to deliver business benefits, if at all, eGain for COVID-19 draws from cutting-edge technology and two…
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 arising from it. (Source for live data: ncov2019.live/data) The novel coronavirus continues to wreak havoc on people’s physical as well as economic wellbeing. While businesses…
The importance of knowledge management in the call center is growing Based on the findings of the TSIA annual report on the state of knowledge management, this is what John Ragsdale, Distinguished Vice President at TSIA, says about the importance of knowledge management (KM). “Though KM has historically been primarily an area of interest for…
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 out of 5.0 is the highest among all the 14 vendors evaluated! We are not surprised. After all, we are a pioneer with more than…
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 the experience chain, or how the experience of in-house or partner sales and service agents (including outsourcers) affects the end-customer experience. Instead of taking a…
