Elevate customer engagement to the cloud 2
What to look for in solutions Does the vendor know cloud? Many vendors have been “on-again, off-again” cloud providers, repeatedly failing to deliver their applications in the cloud. This is…
Elevate customer engagement to the cloud 1
Why cloud? Cloud-based technologies are experiencing rapid adoption in businesses of all sizes. Although within the last few years the term has changed – from “hosted” to “on-demand” to “SaaS”…
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…
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…
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,…
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…
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…
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. Gartner talks…
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…
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…
