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…
Join eGain CEO and the CxO of premier client at KMWorld keynote on digital transformation Want to hear about knowledge-powered digital transformation at scale? Join eGain CEO, Ashu Roy, and a CxO of a premier eGain client at their keynote presentation at KMWorld Connect 2021. Note that the session requires you to register for the…
KMWorld Connect 2021 is happening as a virtual conference, for the second year in a row. While it is disappointing to not be able to meet our peers, colleagues, and experts in person, an online event does give us the flexibility to attend and switch between as many sessions as we like! This year’s conference…
Gartner and Forrester consistently rate our solution #1 in knowledge-powered customer engagement. With eGain 21, we have raised the bar yet again! In eGain 21, we’ve organized our customer engagement solution into three logical hubs: Conversation Hub to connect, Knowledge Hub to better solve, and Analytics Hub to better optimize customer engagement. Each hub is packed with new…
The Forrester CX Index reports have been sounding like a broken record year after year. Not a single company offered “excellent customer service,” the index dropped, or it barely moved, or it only millimetered up (attempted humor that also reflects reality!). This is despite the fast and furious addition of digital capabilities such as new…
Who are the best judges for the customer service performance of brands? The answer is obvious—it is the consumer! Newsweek surveyed 25,000 of them and Forrester Research surveyed 85,000 of them about the customer service performance of leading brands, using extensive frameworks for the evaluation. READ MORE
What WFH Challenges Do Contextual Knowledge and Conversational Guidance Solve? Agents When working work from home, agents do not have the luxury of walking over to the proverbial next cube for answers. Moreover, traditional training and onboarding programs have been disrupted across all functions, customer service included. Hence the need for a knowledge-powered conversational guidance capability…
