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CUSTOMER ENGAGEMENT

 

December 2013

eGain

Social Customer Engagement: From Buzz to BusinessWhen social started to become hot, businesses rushed to acquire point tools for social presence and monitoring. While these have helped businesses become “social spectators” and sometimes generate buzz, companies have struggled to generate true business value. Moving from “monitor” to “monetize” in social requires a unified…Read more…

January 2013

Bdaily

5 Ways to Out-Amazon Amazon in Online Selling!First off, we would like to acknowledge that Amazon, the preeminent online retailer, has one of the best retail websites when it comes to the relative ease of finding and buying things! The title of this article was picked to make it provocative, and, in fact, Amazon is even mentioned as a verb in this…Read more…

October 2012

eGain

State of the Art in Chat and CobrowseWeb chat continues to experience explosive adoption, driven by generational preferences, growth of the web as a business channel, and proven ROI based on improved customer satisfaction and sales conversion. A recent consumer survey by Forrester showed that cobrowse and chat lead other interaction methods by 24–31% in…Read more…

October 2012

eGain

Remove Web Sales Obstacles by Becoming Your Customer’s “Digital Best Friend”Think about the last time you bought something based on the advice of a trusted friend. Chances are that your friend listened, asked clarifying questions, and chimed in when needed. You probably asked her about the differences between some choices and, having narrowed it down to just one or two, made your purchase when the time…Read more…

July 2012

eSellerMedia

Keep your products ‘sold’ and avoid returnsProduct returns cost UK retailers and manufacturers up to £100 million every year. Returns are caused by many factors—impulse purchases of un-needed products, low-price guarantees that the retailer was not able to fulfill, or poor product quality. While there’s some awareness of these issues, there are other hidden reasons for returns. If you look closely…Read more…

January 2011

eGain

Cloud-Based Customer Service CRM: Best PracticesCloud-based CRM is nearly a billion dollar industry and analysts agree that it’s poised for tremendous growth in the next few years. And, while over the last few years, the term has changed, from “hosted” to “on-demand” to “SaaS” and now “cloud,” one thing that has not changed is the need. Now, more than ever, businesses want to get customer service solutions and data…Read more…

May 2012

destinationCRM

4 Keys to Customer Service ExcellenceCustomer service is emerging as a critical differentiator for businesses. McKinsey suggests that the ability to have more effective customer interactions is hard to replicate and can produce lasting competitive advantage.  Another study conducted b Forrester Research confirms the correlation between customer service and loyalty across 12 industries…Read more…

May 2012

Forbes.com

Forbes Insights Q&A with eGain’s Anand Subramaniam on eCommerce and the Customer Experience Web commerce continues to grow but you say that business web sites don’t make it easy for customers to buy. Can you elaborate? eCommerce is white hot with online sales expected to hit close to a trillion dollars by 2013, according to analyst estimates. Yet, web sites don’t always make it easy for consumers to buy, whether it’s in online retail, financial services, insurance, telco, consumer goods or other industries…Read more…

November 2011

destinationCRM

Improving Customer Service in Midsized Businesses Customer retention through excellent customer service is important for companies of all sizes in a tough economy. However, the challenges faced by small and midsized businesses (SMBs) are somewhat different from those encountered by their enterprise counterparts. Below are some of the most important of these SMB challenges and potential solutions… Read more…

September 2011

eGain

Knowledge-Enabling Microsoft SharePoint for Superior Customer ExperiencesBy getting content into the hands of those who need it at the right place and the right time, you can finally unleash the business value of content management systems like SharePoint. For many companies, leveraging these systems is just the beginning. Content management systems are no longer the only place information “lives.” New sources emerge each day: legacy knowledge bases, shared document repositories, intranet libraries, online communities, blogs, and social networks…Read more…

April 2011

destinationCRM

Attributes of IT-Friendly Software for Multichannel Customer ServiceWith customer service becoming a critical business differentiator, contact centers and e-business organizations need to deliver innovative and memorable customer experiences, while controlling costs at the same time. On the other hand, IT organizations are known to be risk-averse and often get backlogged with projects. This divide can result in a sluggish response to market changes, resulting in lost opportunities for the business and driving up service costs…Read more…

November 2010

1to1 Media

Cost-effective ways to deliver multichannel customer serviceAs customer interaction channels continue to multiply with the explosive growth of new communication channels like social networks and smart phones, multichannel customer service is no longer a “nice to have.” So, how can companies provide multichannel customer service experiences that are cost-effective, yet unified and compelling? Based on our experience with successful implementations in blue-chip companies worldwide, we recommend the following five steps for success…Read more…

November 2010

Forbes

Success Tips For Social Media Customer ServiceSocial media present a great opportunity for businesses to extend service options for customers, grow revenue, and reinforce brands. As businesses consider implementing social media customer service, often called “social customer service,” they should leverage the best practices that have emerged from the experiences of early adopters. Here are five such practices.Read more…

October 2010

eGain

Customer Service in Midsized Businesses: Challenges and SolutionsCustomer retention through excellent customer service is important for companies of all sizes in a tough economy. However, the challenges faced by small and midsized businesses (SMBs) are somewhat different from those encountered by their enterprise counterparts. In this article are some of the most important of these SMB challenges and potential solutions…Read more…

February 2010

eGain

Social Media Customer Service Management: Early Best PracticesSocial media present a great opportunity for businesses to extend service options for customers, grow revenue, and reinforce brands. As businesses consider implementing social media customer service, often called “social customer service,” they should leverage the best practices that have emerged from the experiences of early adopters. Here are five such practices…Read more…

January 2010

eGain

8 Critical Steps for High-Availability Customer ServiceWhether they are business clients or consumers, today’s customers demand 24×7 service. This includes access to not only systems but also people and relevant knowledge. How can enterprises make sure they can provide non-stop customer service and ensure a superior 24×7 customer experience amidst natural and man-made disasters, pandemic outbreaks…Read more…

January 2010

destinationCRM

Learn to Innovate by Unlearning“Best practices” is a loosely defined term that collectively refers to practices in many areas including strategy and the use of technology, processes, and people for value creation. While they are often considered proven and less risky, best practices evolve over time through trial and error and are not innovative by definition. However, some best practices do have…Read more…

November 2009

eGain

Want to Innovate in Customer Service? A Contrarian ViewCustomer service practices adoption is not very different from product adoption. “Best practices” is a loosely-defined term that collectively refers to practices in many areas including strategy, and the use of technology, process and people for value creation. While they are proven and less risky, best practices evolve through trial and error over time, and are not innovative by definition…Read more…

October 2009

KMWorld

Harvesting Social Knowledge for Customer ServiceCommunity-based knowledge creation for customer service is not that new. However, enabled by the ubiquity and ease of use of the Web and the availability of social-networking tools, it has gone to a whole new level, leading to the coinage of the term “social knowledge”…Read more…

August 2009

destinationCRM

Harvesting Social Knowledge for Customer ServiceCommunity-based knowledge creation for customer service is not that new. However, enabled by the ubiquity and ease of use of the Web and the availability of social-networking tools, it has gone to a whole new level, leading to the coinage of the term “social knowledge.” While more prevalent in B2C sectors, social knowledge is also starting to matter in B2B sectors…Read more…

July 2009

Harvard Business Publishing

How to Build a Multilingual, Multicultural Customer ExperienceCustomer service experience can be a critical business differentiator. Many companies—from American Express to Zappos—have found business value in creating satisfying customer service experiences across channels. Now that markets are more and more global in nature, some companies are finding value in making customer service experiences multilingual and multicultural…Read more…

April 2009

Harvard Business Publishing blog

Six Ways to Build Your Brand Through Customer ServiceWhen it comes to brand building, customer service is often the last and most-ignored piece of the puzzle. This is a big mistake—and big missed opportunity. Aligning customer service and your brand is an essential and under-used way to attract and retain customers, differentiate the business, and boost brand loyalty. Done right, it creates a truly sustainable competitive advantage…Read more…

February 2009

1to1 media

B2C Customer Service Innovations for B2B BusinessesCustomer service has become an essential tool for business differentiation in today’s commoditized markets. To get beyond “me too” customer service, companies need to look beyond their own sectors to find ideas for service innovation. For instance, B2B companies can harvest ideas from B2C businesses and vice versa. This article provides six B2C innovations that B2B businesses could leverage to offer unique and memorable customer service experiences…Read more…

January 2009

CP Wire

Four Ways to Elevate the Customer ExperienceIn today’s environment of product parity, customer experience has emerged as a key business differentiator. As communication channels proliferate, customers want seamless cross-channel customer service experiences. This includes service continuity across the ubiquitous IVR and other interaction channels such as Web self-service and agent-assisted service through the phone, email, SMS, chat and Web collaboration…Read more…

September 2008

destinationCRM

Break the Rules to Win in Customer Service“Contrarian wisdom” has often proved to be the winning approach in many walks of life, holding true even for customer service and contact center management. In an environment of product commoditization and global competition, breaking rules to innovate has emerged as the only way to maintain or extend service-based business differentiation…Read more…

September 2008

Global Investment Technology

Financial firms seeing CRM system as drivers for retaining clients, delivering added valueAfter the commoditization of customer relationship management (CRM) systems in recent years, investment management firms find themselves seeking advanced features and new capabilities that, for a price, cold help lift CRM technology out of its rut by building added value into the very elements that put it there in the first place. Increasing recognition of the importance of CRM technologies…Read more…

August 2008

ContactCenterWorld

Chat and Cobrowse Customer Service that Pays Off: 8 Foolproof Steps for SuccessChat customer service and cobrowsing, often called web collaboration, possess unique potential for improving customer service and increasing revenues. Savvy businesses have already adopted these technologies, using them to attract, win, and keep customers. However, these tools deliver the promised payoff only when implemented and used in the right way…Read more…

August 2008

ContactCenterWorld

Ashu Roy – Chairman and CEO, eGain Communications Corporation On Customer ServiceIn your opinion, how has customer service changed over the last 5 years and why do you think it is so? Customer service has evolved from a cost-oriented afterthought for enterprises to becoming one of the key brand differentiators. The recent Economist magazine survey suggests that Knowledge Management and Customer Service are seen as the #2 and #3 most important drivers of future growth by Global CEOs…Read more…

June 2008

Melcrum

The Personal Touch: Changing Priorities for KM in Customer ServiceWithin any business, the single greatest asset to building a compelling customer experience is the pooled intellect, knowledge and experiences of its people. Yet this asset is too often poorly managed: training is forgotten; manuals gather dust; and technology elevates protocol above purpose. KM technology is gaining ground in customer services environments…Read more…

July 2007

DestinationCRM

ABN AMRO: Differentiation through Customer Service in the Financial Services SectorABN AMRO North America, Inc., headquartered in Chicago, is the largest foreign bank in the U.S. with subsidiaries such as LaSalle Bank in Chicago and Standard Federal Bank in Michigan. ABN AMRO Services Company (AASC) supports the information technology needs of ABN AMRO North America and this includes providing customer support to business clients using ABN AMRO’s electronic banking products such as CashPro® Web…Read more…

April 2007

DestinationCRM

Doing More with Less in Customer Service: Strategies and Best PracticesCustomer service has emerged as one of the few sustainable differentiators in today’s hypercompetitive markets. The companies winning in this environment are those who provide “standout” customer service, while controlling costs. eGain has been enabling customer service and contact center excellence for clients around the world, through its customer interaction hub…Read more…

September 2003

DestinationCRM

Multichannel customer service done right: How to devise a successful multichannel contact-center strategy“We need to cut costs and deliver a scalable strategy for multichannel customer service.” I heard these words spoken six months ago by “Bob” a business manager at a $10 billion telecommunications company. This challenge was a critical one for Bob to address, since customers now demand to contact organizations using phone, email, chat, Web collaboration, face-to-face meetings, and…Read more…

 

CONTACT CENTERS

 

August 2011

eGain

Doing More with Less in Contact Centers: Strategies and Best PracticesCustomer service has emerged as one of the few sustainable differentiators in today’s hypercompetitive markets. The companies winning in this environment are those who provide “standout” customer service, while controlling costs. eGain has been enabling customer service and contact center excellence for clients around the world…Read more…

November 2010

CRMXchange

6 Traits of IT-Friendly Contact Center and Web Customer Service SoftwareThe relationship between IT and customer service organizations can be an uneasy one in many organizations. With customer service becoming a critical business differentiator, contact centers and e-business organizations need to deliver innovative and memorable customer experiences, while controlling costs at the same time. On the other hand, IT…Read more…

January 2010

Contact Center Pipeline

Contact Center Performance MeasuresCall centers are poised to play a key role in customer retention and value, but most still rely on cost-efficiency metrics to drive performance. Business priorities within the contact center are shifting. While survival strategies during the economic downturn focused on cost cutting, the long climb out of the recession will require centers to…Read more…

November 2009

callcentreeurope.com

Turn your call centre into a CIHCustomer service success depends upon an emotive response to the exchange of credentials and information, completed with efficiency, openness, personality and style. The key to 21st century CRM lies with the true integration of all customer interactions. Customers no longer accept being the glue across multi-channel interactions or contending…Read more…

July 2009

eGain

7 Attributes of Highly Green Customer Service Contact CentersStephen R. Covey’s bestseller, The 7 Habits of Highly Effective People®: Powerful Lessons in Personal Change, has inspired many parallels in the field of business and organizational improvement. While that book is the source for the title, this article does not discuss the original seven habits described in Mr. Covey’s work. Instead, it looks at seven innovations and best practices for “green customer service” that are being adopted by best-of-breed contact…Read more…

May 2009

eGain

Go Green with Preemptive Customer ServiceA “no-service” approach that aims to eliminate unnecessary service interactions is probably the smartest strategy that a customer service organization could adopt today. Mostly overlooked or underused, this approach to customer service can deliver superior customer experiences and breakthrough cost savings for the business, while reducing its environmental footprint…Read more…

March 2009

destinationCRM

Beyond Search: Multimodal knowledge access will improve customer experience and contact center agent effectivenessHow often have you called a company for help with a product you bought from them, only to be frustrated by their inability to give you the correct answer quickly? Most enterprises struggle with the challenge of interactive content “findability.” When contact center agents search for content, they get too many search results or too few. As a result, most agents develop their own proprietary cache of tips and tricks to serve customers…Read more…

March 2009

Forrester Research

Ten Steps For Reducing Contact Center ExpensesDuring a growing economy, maintaining the same customer support processes may be adequate, but in a slow economy you need to take extra steps to cut expenses while delivering quality customer support. Although outsourcing your contact center is one way to reduce costs, it’s not always the best solution, as it involves extensive management preparation…Read more…

February 2009

Contact Professional

Contact Centers Generating “Killer Business Value” Through Product Returns DeflectionIt is common knowledge that contact centers can add business value by enabling customer satisfaction and loyalty, as well as sales, through superior customer service. What has been a best-kept secret is that contact centers can help significantly reduce unwarranted product returns that cost millions of dollars, generating “killer value” for the business. This is especially relevant to retailers, manufacturers and vertically-integrated manufacturing retailers (i.e. manufacturers that sell directly to the consumer with or without a retail channel)…Read more…

September 2008

Call Centre Europe

Treat the pain of staff attrition with these remediesThe key to staff retention is to reduce the pressures and anxieties felt by call centre staff. Agents get, a. bored, with the same monotonous and repetitive questions from customers; b. annoyed, when they have to trawl through masses of information to answer one question; c . tired, of training manuals and sessions that seem never-ending…Read more…

September 2008

Retail Online Integration

7 Strategies to Upgrade Call-Center PerformanceThe rise of electronic communications between businesses and customers over the past decade-plus, albeit a productive one, has resulted in at least one negative side effect: Call-center customer service has suffered. With that in mind, a recent whitepaper from the multichannel customer service and knowledge management software provider eGain, 7 Innovations to Reinvent Phone-Based Customer Service…Read more…

July 2008

Contact Professional

Six Ways to Maximize Knowledgebase ROI in the Contact CenterKnowledge bases can be a key to your profitability. We present six invaluable tips and discussion of those ideas. No. 1 is increase findability through multi-modal content access. One of the biggest roadblocks to unlocking business value from knowledge bases is the inability to quickly find information at the point of customer service. In today’s environment of product proliferation and…Read more…

May 2008

destinationCRM

Make Your Contact Center Emotionally Intelligent – 5 best practices to help you get thereCustomer experience is both transactional and emotional. However, most contact centers do not pay enough attention to Emotional Intelligence (EI) in handling customer interactions. This article provides five ways to create emotionally intelligent contact centers…Read more…

March 2008

NACC

Business Value of Contact Center Knowledge Management: A Strategic PerspectiveAs the US economy slows down, business leaders pause to evaluate their organic growth strategies. Most of them involve maximizing the value from existing customers. Your customers are more likely to buy more from you than your prospects. In response, contact center and customer service leaders are looking for ways to improve customer loyalty – as measured by repeat business – through differentiated customer service and service- led sales…Read more…

December 2007

CRMBuyer

Align Your Call Center With Five MegatrendsContact center executives are responsible for what their agents say, do and don’t do. This challenge is becoming even more significant in today’s era of rampant outsourcing. Moreover, compliance is growing in importance due to corporate scandals and a wave of new regulations. As technology collides with forces of globalization, contact centers and the executives who run them find…Read more…

December 2007

DestinationCRM

Transform Your Contact Center Into a Profit Center: Innovations and contemporary best practicesThe concept of transforming contact centers into profit centers has been around for some time and the aim is simple enough: reduce costs and generate revenue. However, some contact centers are better than others in doing this. Let’s discuss four innovations and practices used by such companies…Read more…

January 2005

TMCnet

Hosted CRM for the contact centerThis is a good time to explore and acquire hosted CRM solutions for your contact center. Often called “on-demand” solutions, hosted software applications for customer service, marketing automation, sales force automation and other aspects of CRM have evolved and matured over time. Nowadays, it’s not hard to find a solution that meets most, if not all, your needs…Read more…

 

EMAIL CUSTOMER SERVICE

 

February 2006

Contact Professional

8 Reasons to Get on Board with Email ManagementEmail has become the second most preferred channel for customer communications, next only to the phone. When used properly, email customer service can significantly improve customer satisfaction while driving down customer interaction costs for the business. Yet, when a company fails to reply to a customer’s email in a timely manner or offers inadequate or incorrect responses…Read more…

November 2001

e-Securities

In Online Trading, Schwab Seeks to (e)Gain an e-Mail AdvantageOne could argue in this day and age that e-mail has surpassed the telephone as the preferred method of contact. Whether getting in touch with a colleague three doors down, a client across the river or a counterpart in Tokyo, the electronically delivered note has increasingly become the method of choice. In financial services, savvy investors…Read more…

 

KNOWLEDGE MANAGEMENT FOR CUSTOMER SERVICE

 

May 2013

eGain

eGain Knowledge-Centered Customer Support: Best Practices for SuccessGreat customer support remains one of the few differentiators that businesses can sustain over time. Companies that are winning in today’s hypercompetitive business environment provide stand-out customer service by leveraging knowledge to empower contact center agents and enable superior self-service for customers…Read more…

June 2011

eGain

Eliminate lost sales and bad customer experiences from self-service search overload and dead-endsWeb self-service has become the preferred method for consumers to buy products and get service, and keyword search has become the “de facto” self-service information access method thanks to the ubiquitous search box. However, as B2C interactions converge across sales, marketing and service, and across simple informational queries to complex queries on problem resolution…Read more…

April 2009

eGain

ROI from Findability—How Knowledge Management Unlocks Business Value of Content ManagementContent management (CM) solutions and processes offer businesses a scalable framework to create, store, publish, and archive content across intranet, web, and print channels. What they don’t do well is help employees and customers find the right content when they need it. This “knowing-doing” gap in enterprise content can be bridged by CM solutions working in tandem with knowledge management (KM) solutions…Read more…

November 2007

KMWorld

KM for “Stand-Out” Customer Service: Six Best Practices from the Global 2000Customer service has emerged as one of the few remaining differentiators that businesses can sustain over time. Companies that are winning in this environment provide “stand-out” customer service by using knowledge to empower contact center agents and drive self-service interactions. In delivering KM solutions to world-class contact centers and self-service operations…Read more…

November 2007

DestinationCRM

Knowledge Management for “Stand Out” Customer ServiceCompanies that are winning in this environment provide “stand-out” customer service by using knowledge to empower contact center agents and drive self-service interactions. In delivering KM solutions to world-class contact centers and self-service operations for over 15 years, we have compiled hundreds of best practices that improve the odds of success…Read more…

November 2006

DestinationCRM

Knowledge Management for “Stand-Out” Customer Service: 6 Best Practices from the Global 2000Customer service has emerged as one of the few remaining differentiators that businesses can sustain over time. Companies that are winning in this environment provide “stand-out” customer service by using knowledge to empower contact center agents and drive self-service interactions. In delivering KM solutions…Read more…

March 2004

DestinationCRM

The strategic value of knowledge management: KM is much more than a content source for the contact centerKnowledge Management (KM) is a poor name for a powerful concept. Names aside, what it stands for is the ability to easily and continuously capture, organize, and make available actionable know-how within an organization. When implemented with the right objectives, process clarification, and people incentives, it unleashes process efficiencies, business model flexibility, market insights, and customer loyalty…Read more…

 

LICENSE VS. CLOUD

 

January 2003

Customer Interaction Solutions Magazine

CRM applications: Licensed or hosted—which is better for you?Customer relationship management (CRM), with an emphasis on customer service, is crucial to business sustenance, especially in today’s economy in which companies are increasingly relying on business from their existing customer base. When it comes to CRM application deployments, there are primarily two approaches: in-house licensing and using software as a hosted service…Read more…

 

WEB SELF-SERVICE

 

November 2013

eGain

Virtual Assistants: 10 Tips to Go From Valet to WalletTrick question: Who work 24×7, engage customers and answer questions in a smart and fun way, give website tours, show relevant web pages, and never call in sick? Answer: Virtual assistants (VAs). Also called chatbots, avatars, and concierges, VAs help businesses “wow” customers with distinctive self-service… Read more…

July 2009

destinationCRM

Web Self-Service Experience: Six Surefire Ways to Go from “Good” to “Great”Year after year, consumer surveys reconfirm the fact that the quality of customer service is a critical requirement for repeat business. In a 2008 research study of 4,100 consumers in five continents by Accenture, 67 percent of respondents said that they moved their business to a competitor due to poor customer service, up from 59 percent in 2007. How can contact center executives…Read more…

November 2008

Cellcentrehelper.com

What to look for when buying – customer self serviceThis week we continue with our regular technology slot and once again our panel of experts have come up with what they feel are the key points to consider when buying telephone-based or web-based self-service applications. Historically, self service has not made a great name for itself. Through complicated and time-consuming telephone interactions…Read more…

March 2007

KMWorld

Busting the Five Web Self-Service MythsThere are five myths that permeate the Web self-service world. Each has a corresponding “truth,” and each can be met by approaching from a best-practice perspective: Myth 1: “One size fits all”—one Web self-service method fits all customers and their needs. Believe this one and you’re really in trouble. The truth is customers and prospects…Read more…

February 2007

DestinationCRM

eGain Busts Five Web Self-service MythsMyth 1: “One size fits all” – one web self-service method fits all customers and their needs. Believe this one and you’re really in trouble. The truth is customers and prospects prefer multiple ways to access information through self-service. There are pros and cons to each access method, and different situations warrant different approaches…Read more…

June 2006

DestinationCRM

eGain Busts Five Web Self-service MythsMyth 1: “One size fits all” – one web self-service method fits all customers and their needs. Believe this one and you’re really in trouble. The truth is customers and prospects prefer multiple ways to access information through self-service. There are pros and cons to each access method, and different situations warrant different approaches. BEST PRACTICE: An adaptive or situational approach…Read more…