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Consulting
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In today's ever-changing economic
climate, it is imperative that companies understand
how they can use eService as a competitive
differentiator. Moreover, technology spending
is being closely guarded and it is crucial
that potential new solutions are supported
by a solid business case to justify the cost
of deploying and maintaining any technology
solution.
Our business consultants can help. By conducting
detailed assessments of business processes
within your customer service organizations
with the participation of primary stakeholders,
we can identify key opportunities to generate
value from an eService solution, assess operational
readiness for eService solutions, and provide
a clear articulation of the ROI.
Whether the assessment shows strong business
practices are already in place, or identifies
opportunities for improvement, our consultants
provide you with the strategy and an executable
plan to optimize enterprise profitability,
improve customer satisfaction and reduce costs.
eGain consultants achieve this through their
industry specific domain expertise, extensive
technical experience, leveraging best practices,
and the knowledge gained from deploying eService
solutions for over 700 customers.
Our business consulting services include:
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End-User
Training:
Your customer service representatives
(CSR), CSR managers, and systems administration
staff are guided through a series of
hands-on and real-life scenarios in
a classroom environment. Students will
enjoy the opportunity to interact with
instructors and fellow students in an
enriched, interactive environment.
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Business
opportunity assessment
This is a two-four week, in-depth strategic
assessment designed to look at how your
company can use eService as a competitive
weapon. Through this engagement, we
will evaluate your business processes,
and map them against your business objectives
and industry best practices to help
you understand how you can use eService
to dramatically improve your company's
performance. At the end of this assessment,
you will clearly understand how your
customer service model measures up to
others within your industry. In addition,
you will have a strategy for transforming
your customer service model into competitive
advantage, as well as a complete roadmap
for successful deployment of an enterprise
level eService solution.
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Best
practices assessment
This is a two-four week, in-depth strategic
engagement is designed for companies
currently using one or more eGain solutions.
This assessment is designed to determine
how you can be assured of using your
eGain solution in a way consistent with
making your customer service operations
consistent with industry best practices.
At the end of this assessment, you will
have a strategy for bringing your customer
service business processes up to industry
best practices, as well as a complete
deployment plan.
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