Why more with digital now COVID-19, aka Coronavirus, has literally and figuratively changed the meaning of the tech marketing cliché, “digital or death.” Consumers are still very wary of exposure to the virus and want to get more things done digitally. While this had always been the case with millennials and Gen Z, COVID-19…
Did you know that we are offering a virtual assistant solution that delivers quick value as it helps businesses handle soaring demand for customer service, triggered by Covid-19? Unlike bait-and-switch “free” teasers, unproven technologies, and solutions that take forever to deliver business benefits, if at all, eGain for COVID-19 draws from cutting-edge technology and two…
At last count, more than 247K persons had been infected by the novel coronavirus (COVID-19) in 172 out of 195 countries worldwide. More than 10,000 have already died from complications arising from it. (Source for live data: ncov2019.live/data) The novel coronavirus continues to wreak havoc on people’s physical as well as economic wellbeing. While businesses…
The importance of knowledge management in the call center is growing Based on the findings of the TSIA annual report on the state of knowledge management, this is what John Ragsdale, Distinguished Vice President at TSIA, says about the importance of knowledge management (KM). “Though KM has historically been primarily an area of interest for…
We provide omnichannel customer engagement software, powered by knowledge. According to Gartner’s just-published critical capabilities report on customer engagement, our average score for digital engagement and knowledge management at 4.5 out of 5.0 is the highest among all the 14 vendors evaluated! We are not surprised. After all, we are a pioneer with more than…
Businesses pay a lot of attention to their supply and demand chains as they make and take products to market – and for good reason. What they often forget is the experience chain, or how the experience of in-house or partner sales and service agents (including outsourcers) affects the end-customer experience. Instead of taking a…
There’s no question Artificial Intelligence (AI) for business is red hot, and AI for customer service is white hot! It could understand customers through natural language processing and answer questions (a classic example is a chatbot or virtual assistant), make intelligent decisions through case-based reasoning—whether it is for precise routing of service requests, the next…
Happy because we are celebrating the importance of customer experience, but sad about the state of CX. The Forrester CX Index for the US came out with bad news—customer experience seems to be regressing in the homeland. Here are a couple of key findings from Forrester about 2018 versus 2017 versus 2016: Losses were broader…
It is that time of the year in the US, and to quote President William Jefferson Clinton, “we feel the pain”. Tax season means high stress, missing documents, lots of questions, and to cap it all, parting with money in many cases. Not great customer experience! Uncle Bob visiting for Thanksgiving was stressful enough, and…
Those of you that are old enough like me might remember “Dolly,” the first-ever sheep to be cloned. Did you know that your best sales and service agents can also be cloned to maximize performance? We’ve perfected that process and it’s all legal and ethical, and it even benefits the business and society at large!…