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Recent Posts

We knew we were #1 at what we do. Nice to know that a top IT analyst firm agrees!
When it comes to customer experience, take a “whole-chain” approach for success
We like “Artificial” when it comes to intelligence for customer service (no offense to all-natural aficionados!)
Mixed Feelings About Celebrating CX Day!
Mission Possible (Thanks to eGain!): Tax Paying Can Be Less Taxing

ARCHIVES

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AUTHORS

Anand Subramaniam
Ashu Roy
eGain
John Connors
Meenakshi Sharma
Rex Dorricott
Shalini Sinha

Categories

Agent experience
Analytics
Artificial Intelligence
Cloud
Cloud-based customer engagement
Contact center customer service
Customer engagement
Customer experience
Customer service
Digital engagement
Innovation
Knowledge management
Self-service

Tags

agent desktop agent experience agent knowledge AI analytics artificial intelligence award chatbot cloud conference contact center contact center customer service CRM Customer Engagement Center Magic Quadrant customer engagement customer engagement hub customer experience customer service digital by default digital customer engagement digital experience egain solve Forrester CX Index Gartner gartner mq government-to-customer service innovation innovation diffusion models knowledge knowledge management maintenance downtime niche player omnichannel customer engagement omnichannel customer service pain points partnership retail SaaS SLA search shopper engagement SLA survey tax payer experience technology virtual assistant web self-service

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