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 customer engagement
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…
March 6, 2019
Want to excel in customer engagement? Go “Dolly” in your contact center!
Those of you that are old enough like me might remember “Dolly,” the first-ever sheep to be cloned. Did you know that your best sales and service agents can also…
September 18, 2018
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…
February 10, 2017
AI Everywhere
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…
November 22, 2015
With a shopper engagement hub, you can thrive on Black Friday, Cyber Monday, and even Social Saturday, Tablet Tuesday, or Anything Any day
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…
February 12, 2015
It was two days of roller coaster emotions for the Trafalgar Square pigeons!
The pigeons were being their usual selves – happy and doing whatever they do but turned really unhappy on February 10th morning. I’d feel the same way if crowds of…
January 23, 2015
When it comes to consolidating CRM systems, remember President Bush Senior’s advice: “Be Prudent”
Yes, without some level of system consolidation in CRM, you’re going to have chaos. However, you don’t want to go from chaos to vendor bondage by rationalizing too much. This…
January 15, 2015
It’s the Easy, stupid!
No, this has nothing to do with James Carville and the Bill Clinton campaign of 1992. This was the message communicated to the business world in a global survey of…
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…
Want to excel in customer engagement? Go “Dolly” in your contact center!
Those of you that are old enough like me might remember “Dolly,” the first-ever sheep to be cloned. Did you know that your best sales and service agents can also…
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…
AI Everywhere
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…
With a shopper engagement hub, you can thrive on Black Friday, Cyber Monday, and even Social Saturday, Tablet Tuesday, or Anything Any day
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…
It was two days of roller coaster emotions for the Trafalgar Square pigeons!
The pigeons were being their usual selves – happy and doing whatever they do but turned really unhappy on February 10th morning. I’d feel the same way if crowds of…
When it comes to consolidating CRM systems, remember President Bush Senior’s advice: “Be Prudent”
Yes, without some level of system consolidation in CRM, you’re going to have chaos. However, you don’t want to go from chaos to vendor bondage by rationalizing too much. This…
It’s the Easy, stupid!
No, this has nothing to do with James Carville and the Bill Clinton campaign of 1992. This was the message communicated to the business world in a global survey of…