AI is in the hype cycle at the moment. Ashu Roy, eGain CEO, and John Connors, Senior Director of Digital Transformation at eGain, believe that AI is not new, but it’s certainly in its hype cycle. John says, “I think it’s in its third hype cycle, and I say that because if you read literature,…
I’m not a big fan of Madonna’s acting talent—I have not even seen any of her movies. However, I get reminded of one of her 80’s movies titled “Desperately Seeking” someone or the other when I see contact center agents or sales reps desperately trying to find answers with the time-constrained and often irate customer…
We understand the need for tradeoffs in performance metrics to balance the proverbial scorecard. However, there are some technologies that transform business, creating value tides that lift all “metric boats”. Contact centers/customer service organizations are no exception—here, transformation means that the contact center doesn’t have to nickel and dime in value creation, figuring out tradeoffs…
eGain Digital+AI Day and 7-Up! When I think of our upcoming eGain Digital+AI Day, I’m reminded of the Seven-up Uncola commercials of yore. A perfect antidote to traditional conferences, this event is like no other: No hassle in and out of Chicago at the Hyatt Regency Hotel right next to the airport—you can even see the…
According to Accenture’s Global Consumer Pulse Survey, being “put on hold for a long time” was extremely frustrating or frustrating for 84% of consumers surveyed. As though waiting for the “next available agent” is not painful enough, businesses often inflict callers with IVR music that they don’t want or like—elevator music to Twisted Sister fans,…
About a year ago, we wrote a short story about the Trafalgar Square pigeons and eGain World London. Here’s what just happened: eGain World came back as eGain Digital Day London last Tuesday; the crowds were even bigger and the excitement even more palpable this year, despite a temporary shutdown of some of the London subway…
If you are a retailer, the holiday season is when the rubber meets the road. I’m sure your sales and market share goal has been upped a notch or two this year and you are expected to pull it off no matter what, while keeping costs down, of course. You know that you can only…
If you are a click-and-mortar retailer, why would you not want your cash register to ring loudly on any one of these days? You can even have hybrid blockbuster days like a Black Cyber Friday or Cyber Black Monday! Word play aside, the point we’re trying to make here is that if you deliver smart,…
The CX doldrums Well, I read that autumn just began this week though I’m not so sure given the recent heat wave in the Bay Area! While the Northern Hemisphere might be inching its way out of summer doldrums, it appears that omnichannel customer service is not getting out of it, according to the recent…
Leading furniture retailer Search: Sofa with foot-rest Answer: No results found. Were you looking for sofa with forest? Leading satellite TV operator Search: Blurred video Answer: No document matched your query….Try more general keywords. Search: Delayed image (same website as above) Answer: One page’s worth of completely irrelevant hits about packages, investor relations, policies, etc….
