Cloud-based customer engagement

Requiem to the vaunted innovation diffusion models of Rogers, Moore, et al!

Once upon a time, innovation diffusion models (customer engagement technology included) were based on frameworks from Everett Rogers, Geoffrey Moore, and others. Rogers’ model consisted of groups of adopters or buyers—innovators, early adopters, early majority, later majority, and laggards, based on characteristics such as financial resources, risk profiles, etc. Geoffrey Moore argued that there is…

Published on: September 18, 2018Author: Anand Subramaniam
Cloud-based customer engagement

Rumors of the demise of scheduled maintenance downtime are not exaggerated, thanks to eGain Cloud AlwaysOn™!

We just announced the immediate availability of the eGain Cloud AlwaysOn, an industry-first offering of its kind in the customer engagement applications space. It slays the scheduled maintenance downtime dragon, raising the bar on availability and disaster recovery.The Always-On Customer Age is already upon us. According to Pew Research, 77% of American adults go online…

Published on: August 2, 2018Author: Anand Subramaniam
Artificial Intelligence

Artificial Intelligence (AI) Knowledge: The Platinum Bullet for Customer Service Transformation

Telco giant speeds up agent time to competency by 100%, First-Contact Resolution by 37%, NPS by 20%, while reducing advisor training time by 43% Communication service provider improves interaction compliance 30%, FCR by 19%, and agent satisfaction by 90% Global bank reduces agent training time by 50%, agent churn to <1%, unnecessary service processes by…

Published on: June 26, 2018Author: Anand Subramaniam
Agent experience

Want to fix CX? Take Mark Felt’s (aka Deep Throat’s) timeless advice—follow the money pain!

Word from the horses’ mouths: Only 1% of companies deliver “excellent” customer service, per Forrester’s recent CX Index consumer research. The needle hasn’t moved for years and years. How can businesses address this?  I don’t mean to channel the sage advice “Deep Throat” dished out to Woodward and Bernstein—Follow the Money—but it is a logical…

Published on: May 4, 2018Author: Anand Subramaniam
Artificial Intelligence

Contact Center AI – Sorry, No Chasm, No Trough!

Geoffrey Moore wrote about the dreaded “chasm” in his hi-tech marketing bible, Crossing the Chasm, where technologies go to die if they don’t gain traction among mainstream buyers. Gartner talks about the “trough of disillusionment” in their hype cycle—for example, the AI hype in customer engagement and everywhere—where many technologies perish or take years to…

Published on: February 27, 2018Author: Anand Subramaniam
Artificial Intelligence

Knowledge Consistency Vital for AX and CX; AI-Infused Knowledge is the Key

This is an extract from an interview* that eGain’s SVP of Marketing, Anand Subramaniam, gave to Contact Center Pipeline for their feature article, Blending AI With Support. It has been restructured for this blog. What is the key to improved customer (CX) and agent experiences (AX)? Delivering a consistent knowledge experience is key to driving value…

Published on: January 4, 2018Author: Anand Subramaniam
Contact center customer service

Want to Improve Agent Experience (AX) and thus CX? Don’t Put the Management Cart Before the Enablement Horse!

Contact center agent churn is estimated at 35-45% with US contact centers alone bleeding $10B in attrition costs per year! As self-service systems get smarter, agents are going to get more complex questions to answer, problems to resolve, and advice to provide. However, even while the world is fast going digital (including things, customers, agent,…

Published on: September 28, 2017Author: Anand Subramaniam
Customer experience

The march towards better customer journeys

The March on Washington happened 50 years ago, bringing about transformational change to perfect the union. If you are a business looking to transform customer journeys, you can start your MARCH, too: Multichannel to make it easy for today’s multichannel consumer to engage with you. Agile to reach consumers where they are – and quickly….

Published on: August 28, 2017Author: Anand Subramaniam
Contact center customer service

The US and the UK: Arguably divided by the same language, but undoubtedly united by the same contact center agent pain points

George Bernard Shaw famously said that the US and England were divided by a common language. He would not say the same about contact center agents—CSRs in both geographies are in total agreement about the biggest hurdles to providing good customer service. In an industry-first survey of hundreds of agents, contact center agents worldwide cited…

Published on: June 8, 2017Author: Anand Subramaniam
Customer engagement

eGain debuts in the 2017 CRM Customer Engagement Center Magic Quadrant

We are pleased to inform you that eGain just debuted in the Gartner CRM Customer Engagement Center Magic Quadrant (CEC MQ) for 2017, appearing as a “Niche Player”. If you are a Gartner client, you can access it on www.Gartner.com. eGain is no stranger to the magic quadrant. We have been a perennial leader in the…

Published on: May 10, 2017Author: Anand Subramaniam
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