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…
Posts filed under agent experience
February 7, 2020
August 1, 2019
When it comes to customer experience, take a “whole-chain” approach for success
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…
December 4, 2018
Yes, equality is no myth and everyone can get into the top 1%!
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…
May 4, 2018
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…
January 4, 2018
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…
September 28, 2017
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…
June 8, 2017
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…
September 8, 2016
Sorry, Kaplan and Norton, you need to invent an “unbalanced scorecard” for knowledge-powered contact centers!
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”.…
When it comes to customer experience, take a “whole-chain” approach for success
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…
Yes, equality is no myth and everyone can get into the top 1%!
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…
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…
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…
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…
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…
Sorry, Kaplan and Norton, you need to invent an “unbalanced scorecard” for knowledge-powered contact centers!
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”.…