Improving call center metrics with knowledge management
The importance of knowledge management in the call center is growing Based on the findings of the TSIA annual report on the state of knowledge management, this is what John…
The importance of knowledge management in the call center is growing Based on the findings of the TSIA annual report on the state of knowledge management, this is what John…
Businesses pay a lot of attention to their supply and demand chains as they make and take products to market – and for good reason. What they often forget is…
No, we are not talking about socio-economics or politics! We are talking about how a modern knowledge management system can bring about performance equality among your agents, making all your…
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…
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…
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…
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…
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”.…