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…
Reasons Your Boss Will Be Happy You Attended eGain Solve 22
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…
US Consumers Rate eGain Clients at the Very Top in CX, Yet Again!
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…
Knowledge management for the contact center: The secret behind successful digital CX transformation
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,…
The Knowledge Management Imperative for Work-from-Home Agents
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…
Customer experience in the time of Coronavirus aka COVID-19
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…
Mixed Feelings About Celebrating CX Day!
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…
Mission Possible (Thanks to eGain!): Tax Paying Can Be Less Taxing
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…
Think Steve Perry and you’re on your way to transforming customer experiences
It's about the customer journey, not channel You might remember Steve Perry as a prominent member, if not the leader, of the rock band “Journey.” As you design customer experiences…
A midautumn day’s dream
Imagine your prospects and customers engaged in meaningful conversations with you across channels of their convenience—Facebook, Twitter, Blogs, Web, Email, Chat, Phone, or Face-to-face. Anytime, Anywhere, Anyway. Imagine all conversations…
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