Knowledge Management for Contact Centers
Customer pain is overwhelmingly about not finding that one right answer
ALL INDUSTRIES
What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
34%
Contact center agents don’t know the answer
41%
Different contact center agent give different answers
31%
Can’t find answers on website
17%
Other factors
The Rapid creation and retrieval of relevant content and knowledge is critical to improving the overall customer experience
Delivering Relevant Content and Knowledge to Customers is Key to Great Customer Service.
Gartner quote: Kraus, et al. 2021
Digital CX initiatives often fail because of a key missing ingredient—knowledge. There’s a crying need in businesses of all sizes for a “modern knowledge brain” to match their “digital body.” Powered by AI reasoning, ML, Natural Language Processing, and analytics, eGain Knowledge Hub™ is a rich, one-stop contact center knowledge management solution for the digital-first, remote-first era. Among the benefits are:
Knowledge harmony created by centralizing 360 customer context, omnichannel content, profiled access, personalization, search methods, conversational guidance, and analytic insight into one platform
Assured contact center agent confidence with the single trusted answer to customer questions
Assured contact center agent confidence with the single trusted answer to customer questions
Consistency and process compliance at scale across touchpoints
Rich functionality out of the box for quick business value—say goodbye to multi-year development, customization, and integration projects with toolkits
Easy governance, insights, and optimization
Rich functionality out of the box for quick business value—say goodbye to multi-year development, customization, and integration projects with toolkits
Easy governance, insights, and optimization
Customer Success at Scale
BT transformed their customer service operation across thousands of contact center agents and hundreds of stores with eGain Knowledge Hub.
Analyst overview of the Knowledge Management landscape
Download the Gartner Market Guide for Customer Service Knowledge Management Systems, Sep 2022
Gartner® Market Guide
