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eGain and ICMI Webinar on Radical Cost Control with Contact Center KM

Mountain View, CA (January 16, 2009):

  • What: eGain Communications Corporation and International Customer Management Institute (ICMI) will host a webinar entitled, “Transformative Cost Control with Knowledge Management in the Contact Center: Beyond Business as Usual.” The webinar will discuss the state of KM in contact centers and customer service organizations, opportunities for KM innovation, metrics reflecting positive ROI and enterprise success stories.
  • When: Tuesday, January 20, 2009 10:30 a.m. – 11:30 a.m. Eastern Time
  • Why: While there are some technologies and processes that can incrementally reduce contact center costs, knowledge management in the contact center can make a transformational impact on your cost reduction efforts. It can also significantly increase agent productivity across in-house and outsourced staffing models, reduce need for agent training, automate compliance and preempt unwarranted product returns, field service truck rolls, and customer defections.
  • Who: Participating in the webinar will be Rick Joslin, Executive Director of Certification and Training at ICMI and Don Muchow, Senior Solutions Consultant at eGain.

About eGain

eGain is the leading provider of multichannel customer service and knowledge management software for in-house or on-demand deployment. For more than a decade, the world’s largest companies have relied on eGain to transform their traditional call centres, help desks, and web customer service operations into multichannel customer interaction hubs. Based on the Power of One™, the concept of one unified platform for multichannel customer interaction and knowledge management, these hubs enable dramatically improved customer experience, end-to-end service process efficiencies, increased sales, and enhanced contact center performance.

Headquartered in Mountain View, California, eGain has operating presence in North America, EMEA and Asia Pacific, and serves hundreds of enterprise customers worldwide. To find out more about eGain, visit or call the company’s offices: 800-821-4358 (US headquarters), 1753-464646 (UK and Continental Europe).

About ICMI

ICMI provides in-depth, unbiased content on customer contact strategies, operations, technology and people management issues. Additionally, editorial includes essential resources, advice, practices and solutions to help contact centers provide cutting-edge customer services, optimize contact center resources, minimize costs and maximize the value that their organizations bring to their customers. Subject matter also covers global best practices and offers instructional articles that cover the four key call center areas: people management, operations management, strategy and leadership and technology management.


eGain media contact:

Connie Pheng
Phone: 650-230-7449