Sharing Knowledge at KMWorld Conference 2022
About KMWorld 2022 eGain will be at KMWorld 2022, KMWorld’s 26th annual conference about knowledge management and information sharing. This year's conference theme is: People Driving Knowledge Sharing: Innovation,…
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 Hubs for the Digital Transformation of Citizen Service
In a consumer survey we conducted during the pandemic, 57% of those surveyed reported getting different answers for the same question when they contacted a government agency through different channels…
Join eGain at KMWorld Connect 2021
KMWorld Connect 2021 is happening as a virtual conference, for the second year in a row. While it is disappointing to not be able to meet our peers, colleagues, and…
What’s New in eGain 21
Gartner and Forrester consistently rate our solution #1 in knowledge-powered customer engagement. With eGain 21, we have raised the bar yet again! In eGain 21, we’ve organized our customer engagement…
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,…
Improving call center metrics with knowledge management
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…
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…
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…
