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…
Posts filed under customer service
August 1, 2019
June 15, 2019
We like “Artificial” when it comes to intelligence for customer service (no offense to all-natural aficionados!)
There’s no question Artificial Intelligence (AI) for business is red hot, and AI for customer service is white hot! It could understand customers through natural language processing and answer questions…
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…
November 6, 2018
Measure to manage customer experience
In many areas of management it is clear what to measure and what action to take when things go wrong. For example, if a product comes out of a manufacturing…
June 26, 2018
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…
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…
February 27, 2018
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, and Gartner…
May 10, 2017
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…
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”.…
June 12, 2015
Today’s Web Self-Service Creates Delight – For Masochists!
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…
We like “Artificial” when it comes to intelligence for customer service (no offense to all-natural aficionados!)
There’s no question Artificial Intelligence (AI) for business is red hot, and AI for customer service is white hot! It could understand customers through natural language processing and answer questions…
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…
Measure to manage customer experience
In many areas of management it is clear what to measure and what action to take when things go wrong. For example, if a product comes out of a manufacturing…
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…
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…
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, and Gartner…
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…
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”.…
Today’s Web Self-Service Creates Delight – For Masochists!
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…