White Papers
FEATURED WHITE PAPER
Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)
The focus of this white paper, based on a survey conducted by BenchmarkPortal for eGain, is contact center agents and their experience. While self-service is getting better and better through the use of artificial intelligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self-service, or the customer simply doesn’t like self-service options. In such cases, it is the agent who is expected to raise the customer experience to the highest level of excellence possible.
How can this be done? Read on and discover the research and expert insights that show how superior knowledge management lifts up agent experience, which, in turn, elevates the customer experience.
More papers on knowledge for customer service and contact centers
- Transform Customer Service with Next-Gen Knowledge: Why and How
- 6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
- Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)
- Clone Your Best Agents: A 7-Step Approach
- Knowledge Management for the Age of Mobile, Social, and Multichannel Customer Experiences
- 5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know
- Knowledge Management for Contact Centers and Help Desks: Lessons from the Global 2000
More White Papers on Customer Service and Experience
Knowledge management for customer experience and sales
Clone Your Best Agents: A 7-Step Approach
How can companies provide distinctive customer service and boost sales? “Cloning” the capabilities of the best customer service agents or representatives across the agent pool—in-house and outsourced—is a powerful approach that can help improve the quality and value of all interactions with customers. Starting with a unique Agent Cloning™ Framework, this paper shows you how to implement a cloning program to take your customer engagement capabilities to new levels.
Customer service in the financial services, healthcare, retail, and insurance industries
Available titles
- Pandemic Imperative for Insurance: Virtual Financial Coaching
- Millennial Marketshare: How Financial Institutions Can Grab an Unfair Advantage
- BPO 2.0: The Next Generation of Outsourcer-Enabled Contact Center Innovation
- Excellence in Government-to-Citizen Service – Success Stories from the Public Sector
- Five Transformational Innovations to Boost B2C Web Sales
- Emerging Consumer Engagement Models in Healthcare: Better Healthcare Journeys By Design
- Fix the Broken Banking Experience with the Power of AI
Digital engagement
- Virtual Assistants: 10 Deployment Tips
- Managing Customer Emails: 10 Telltale Signs You Have Outgrown Microsoft Outlook
- Chat and Cobrowse Customer Service That Pays Off: 8 Foolproof Steps to Success
- From Silos to Social-Blended Multichannel Customer Experiences: A Seven Step Roadmap for Success
- 6 Ways to Create Breakthrough Value With Email Management
Technology and Solution
Omnichannel engagement
- Doing More with Less: Next-Generation Strategies and Best Practices for Customer Service
- Contact Center and Web Customer Experience Megatrends and Next Practices
- Customer Support Megatrends and Next Practices
- Designing and Delivering Customer Journeys
- 7 Innovations to Reinvent Phone-Based Customer Service
English 
German 