Artificial Intelligence

Unlocking the Power of Knowledge Management: eGain Knowledge Academy’s “Knowledge Insights & Best Practices” Certification Program

Are you ready to embark on a transformative journey into the world of Knowledge Management? At eGain Knowledge Academy, we’re excited to introduce our comprehensive certification program, “Knowledge Insights & Best Practices.” Offered by eGain University™, it is a self-paced program, available online. It is designed to equip you with the skills and knowledge needed…

Published on: September 21, 2023Author: eGain

Artificial Intelligence

AI-Powered Coaching: Financial Therapist and Savior For Your Beleaguered Customer (and Business)

Consumers are experiencing financial stress–70% feel it with less than half of them having any kind of emergency funds, according to a CNBC survey published in April 2023. Among the reasons are inflation, economic uncertainty, and lack of savings. What if there is a panacea that can give them an actionable and achievable plan to…

Published on: June 26, 2023Author: Anand Subramaniam

Artificial Intelligence

10 Use-Cases for Leveraging Generative AI for Better CX and AX (Agent Experience)

Generative AI, in the form of OpenAI’s ChatGPT and other tools, is very much in the public eye at the moment. As a consumer searching for content or ideas, generative AI offers the promise of a clear, concise response that can be clarified or refined, albeit with a chance that it may be incorrect or…

Published on: May 31, 2023Author: eGain

Knowledge management

7 Ways Modern Knowledge Management Helps Slash Operational Costs

Because of inflation and the conflict in Europe, the economic outlook has been uncertain. Layoffs are rampant and you got the directive from the C-suite to cut operational costs yesterday! How do you go about doing it? Premier IT analyst firm Gartner has the answer. According to them, knowledge management (KM) is the #1 technology…

Published on: April 10, 2023Author: Anand Subramaniam

Artificial Intelligence

Knowledge management

Gartner MQ for Enterprise Conversational AI Platforms: eGain, The New Kid in the Block And The Only KM Vendor to be Included!

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…

Published on: March 7, 2023Author: eGain

Knowledge management

Knowledge in the Flow of Work: The Essential Complement to Training in the Hybrid Workplace

“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….

Published on: March 2, 2023Author: eGain

Customer experience

Knowledge management

A-dec Expands Its Internal Intelligence

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….

Published on: February 9, 2023Author: eGain

Knowledge management

Knowledge Management: The Secret Sauce for Workforce Multiskilling at Scale

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…

Published on: February 9, 2023Author: eGain

Knowledge management

KM + Training = Super-Workforce

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…

Published on: January 25, 2023Author: eGain

Knowledge management

Sharing Knowledge at KMWorld Conference 2022

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.”…

Published on: November 7, 2022Author: eGain Content Team