The 2023 MQ report for Conversational AI Platforms (CAIP) was just published. We did not participate in the 2022 MQ for CAIP, which I believe to be the first one in that space. Here is the good news: We entered the process this year and made it! This is a great first validation step for…
“For nearly two years, companies have complained that they are caught in an unending cycle of hiring and training workers, only to see them leave in a matter of weeks or months. Constant recruiting and training drains management resources, and new hires often do not stick around long enough for that investment to pay off….
Dental equipment manufacturer A-dec, based in Portland, Ore., sells its products not directly to dental practices but to distributors, which in turn provide the equipment to individual and group dental practices. Those distributors also service and repair the equipment. A-dec gives its distributors the necessary product specs and other information stored in its knowledge base….
What if your employees were not only jacks of many skills but also masters of them? This approach will give employees opportunities to wear a variety of hats and provide them a growth path, while keeping them excited and reducing churn. It will be a sizeable and sustainable competitive advantage that will be hard to…
The Challenge Knowledge is power but in reality, enterprises are knowledge-challenged with employees spending 20% or more of their time, looking for it to do their day-to-day jobs. Nowhere is the knowledge challenge more acute than in the customer contact center. Customers say that the lack of agent knowledgeability is the #1 impediment to getting…
About KMWorld 2022 eGain will be at KMWorld 2022, KMWorld’s 26th annual conference about knowledge management and information sharing. This year’s conference theme is: People Driving Knowledge Sharing: Innovation, Resilience & Agility. It will focus on “culture, people processes, and the many different types of technologies supporting organizations as they excel in their industries.”…
We have put together our North America event after a gap of two years. And we are glad to say that eGain Solve 22 Conference is an industry event unlike any other. We are not just inviting you to attend it with us at MGM Grand on the Las Vegas Strip, but also providing you…
Add knowledge management to your recipe for resolving agent experience woes “Knowledge Management (KM) is the #1 technology for enhancing the three main customer service perspectives of operational performance, customer experience, and employee experience.” – Gartner, September 2021. When Gartner talks about “employee experience” in the context of customer service, it is mainly about the…
When it comes to CX performance, history repeats and repeats and repeats… itself! The Newsweek listing on America’s best customer service companies and the Forrester US CX Index for 2022 just came out. Just like in previous years, eGain clients came out on top! These are not subjective awards—they are based on quantitative data gathered…
In a consumer survey we conducted during the pandemic, 57% of those surveyed reported getting different answers for the same question when they contacted a government agency through different channels and touchpoints. According to a Gartner report, poor customer experience (CX) is the biggest barrier to digital transformation success. And one of the biggest deterrents…
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