eGain Blogs

FEBRUARY 29, 2024

Knowledge management was red hot last year as companies realized its importance in the new remote and hybrid work era. With Gen AI helping automate many tasks in the knowledge lifecycle management, KM has become white hot in 2024! And customer service is one of the sweet spots for Gen AI and KM innovation.

2024 72

2024 Magazine 2022 Innovation 72

TechSee

MARCH 11, 2024

Phase 1: Factual Answers In this phase, a Conversational AI provider can ingest your knowledge and provide a conversational interface for users based on this knowledge. Phase 1: Factual Answers In this phase, a Conversational AI provider can ingest your knowledge and provide a conversational interface for users based on this knowledge.

Culture 124

Culture Virtual Agent Innovation Technology 124

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. But by shifting how you manage your team, these issues can be easily resolved. She writes about how companies can adopt a remote workforce and enhance customer service delivery.

Customer Service 117

Customer Service Communication Article Customers 117

Kustomer

JANUARY 8, 2024

Zendesk ’s Most Popular Features Ticketing System Multi-Channel Support Self-Service Knowledge Base Chat, Messaging and Phone Support Analytics and Dashboards Automation, Workflows and Macros Customization and Integrations CRM 1. It helps you manage the tickets and keep things streamlined.

Multi-Channel 97

Multi-Channel Social Media Interaction Insights 97

Kustomer

FEBRUARY 11, 2024

Ticketing system Marketing and live chat Automated chatbots Voice support Knowledge base Community forums Advanced data privacy and protection Ticketing System Zendesk’s ticket management system aims to assist customer service teams with three core things: Collect support tickets from multiple channels (email, social media, chat, etc) in one spot.

Multi-Channel 98

Multi-Channel E-support E Commerce Omnichannel 98

Magellan Solutions

APRIL 11, 2024

As your Shopify business grows, managing all those customer inquiries and technical issues can quickly become a headache, especially if you’re trying to handle everything in-house. Personalized Assistance From Experts Well-trained agents typically provide Shopify telephone support and have extensive knowledge of the Shopify platform.

E Commerce 95

E Commerce E-support Net Promoter Score Customer Satisfaction 95

Team Support

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. Companies need to know what their staffing needs are at any given time or season to effectively manage support demand.

Leadership 105

Leadership Customers Customer Satisfaction Technology 105

Kayako

JULY 28, 2022

Adding more channels complicates customer relationship management, leading to many side trips and alternate routes, all of which the company must manage to avoid losing the customer. The place to start with a self-service first strategy that benefits customer engagement and experience is to improve knowledge management for customers.

Customer Service 98

Customer Service Management E-support B2C 98

COPC

JUNE 9, 2023

By embracing these strategies, your business can maximize the benefits of AI and thrive in the rapidly evolving CX landscape. So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

CSM Magazine

APRIL 16, 2024

Knowledgeable Staff: Support agents should be well-trained, equipped with the nuances of the casino’s operations, and able to provide accurate solutions swiftly. Superior customer service ensures that the user experience is exceptional. It is one of the most important things that keeps players connected and engaged with the platform.

Multi-Channel 52

Multi-Channel Entertainment Social Media Loyalty 52

COPC

JANUARY 15, 2024

The first 90 days set the tone for the new hire’s relationship with the company, manager, and team.  We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee. Onboarding is a “danger zone” for attrition.

Contact Center 78

Contact Center Call Center 2023 Engagement 78

COPC

MARCH 11, 2024

Do new hires find training effective, equipping them with the knowledge and skills to excel beyond the hiring phase? Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle. See here for more information on how to do this. See Figure 2. How do we know?

Call Center 98

Call Center Contact Center Culture Engagement 98

West Monroe

APRIL 17, 2024

West Monroe found that a strong culture that emphasizes collaboration, learning, talent retention, and managed risk-taking is key to successful transformation. Recruitment in the manufacturing industry Manufacturers need to better understand the ideal attributes (e.g., Many also do so during employee onboarding. Where are the biggest gaps?

Leadership 59

Leadership Culture Competitive Advantage 2024 59

eGain Blogs

AUGUST 12, 2022

It is the Knowledge Management conference your CX needs. To quote Gartner, “Knowledge management (KM) is the No. At the conference, you will learn all there is to know about modern knowledge management —the missing ingredient in most customer service deployments, per Gartner—including the what, the why, and the how.

Demo 87

Demo Contact Center Events Workshop 87

ClearAction

APRIL 16, 2024

However, only a third of CX managers say their Voice of Customer is “good” or “very good” at making changes to the business. This gives managers low confidence that their attention to your data will be productive. For example, you’ll find “How knowledgeable was X?” Use those phrases.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

Comm100

OCTOBER 17, 2023

Knowledge Bases : A centralized repository where customers can search for and find answers to frequently asked questions. Key Features : Ticketing, SLA management, automation workflows, omnichannel support (email, chat, phone, social media), knowledge base. What is customer service automation software?

Customer Service 73

Customer Service Multi-Channel Omnichannel Social Media 73

CSM Magazine

APRIL 26, 2024

Genesys Cloud’s predictive routing takes this a step further, using AI to match customers with the right agent based on skills, knowledge, and sentiment. Tools like gamification can help identify top-performing agents and provide targeted training and support to improve skills, knowledge, and behaviour. Ready to learn more?

2023 52

2023 Events Customer Voice Innovation 52

CSM Magazine

APRIL 23, 2024

It typically offers functionalities such as document management, employee directories, collaborative workspaces, and news updates. Additionally, intranets contribute to increased productivity by optimizing processes like employee orientation, knowledge sharing, and project coordination.

Document 52

Document Social Media Innovation Communication 52

BirdEye

FEBRUARY 28, 2023

Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business. Table of contents What is a social media manager? What does a social media manager do? What does a social media manager do?

Social Media 98

Social Media Management Engagement 2024 98

Comm100

APRIL 2, 2024

This strategy is about more than just fixing issues; it’s about equipping your team with the tools, knowledge, and autonomy to address and resolve customer problems efficiently and effectively. – Product Expertise: Ensuring your team possesses in-depth knowledge of your products or services is another critical strategy.

Customer Satisfaction 89

Customer Satisfaction Feedback Interaction Insights 89

Kustomer

FEBRUARY 19, 2024

It’s an all-in-one customer support solution that streamlines the process of managing customer queries and issues across various channels, including email, chat, phone, social media, and websites. Kustomer enables CX managers to see agents’ status, duration, and current conversations in real time.

Social Media 52

Social Media Multi-Channel Omnichannel E-support 52

Kustomer

JANUARY 7, 2024

Whether it’s Slack for internal communication, Salesforce for customer management, or Zapier for automating workflows. But there’s a reason why you’re here browsing this list of the best Intercom alternatives , likely because Intercom isn’t checking off all the requirements you need in a customer engagement platform.

2024 97

2024 E Commerce E-support Social Media 97

Call Experts

APRIL 8, 2024

These representatives possess in-depth knowledge about the services, billing processes, outage management, and other utility-specific information. Today, utilities play an undeniably vital role in our daily lives. We rely heavily on these essential services, from electricity and water to telecommunications and internet services.

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

CSM Magazine

FEBRUARY 27, 2024

To succeed in this landscape, companies must have a knowledge management system that allows them to gather, analyse and utilise information effectively. A key tool for achieving this is an integrated knowledge platform. A unified knowledge platform ensures that decision-makers can access the insights easily.

Document 52

Document Innovation Social Media Insights 52

eGain Blogs

MAY 18, 2022

And one of the biggest deterrents to good customer experience and the big reason digitization in government organizations has plateaued is knowledge chaos. And one of the biggest deterrents to good customer experience and the big reason digitization in government organizations has plateaued is knowledge chaos. Agent experience.

Government 90

Government 2021 ROI Insurance 90

eGain Blogs

OCTOBER 29, 2021

This year’s conference theme is Impacting the Future: Knowledge Sharing in the Age of New Technologies. In their own words: “The past year has accelerated digital transformation of most organizations, provided more remote working tools, and illustrated just how important knowledge sharing is to those who do not work side by side.

2021 93

2021 Connections Workshop Innovation 93

SurveySensum

JANUARY 5, 2024

Their insights revealed a surge in “workout plans” and “nutrition tips” queries on their knowledge base. But the challenge is – How do we gather these VoC insights from the knowledge base? A fitness app team was analyzing its user interactions. Let’s dive in!

Insights 52

Insights E Commerce E-support User Experience 52

Team Support

OCTOBER 4, 2022

So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to manage their expectations. To this end, a ticketing management system, or the team behind it, needs to also manage customer expectations.

Customer Expectations 126

Customer Expectations Management B2B Customer Service Representative 126

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

Call Center 125

Call Center Technology Customers Engagement 125

CSM Magazine

FEBRUARY 19, 2024

By breaking down silos and integrating data across departments, customer service managers are empowered with knowledge that can personalize service, anticipate needs, and align services or products more closely with customer expectations. Understanding the holistic journey of your customer has never been more critical.

Customer Centricity 52

Customer Centricity Social Media Customer Relationship Management Customer Satisfaction 52

Talkdesk

SEPTEMBER 18, 2020

This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. Today, agents can no longer give a shout across the room to a subject matter expert (SME) and supervisors can’t just walk down the aisle to assist agents with the right knowledge while they’re on a call.

Management 116

Management Net Promoter Score Average Handle Time Contact Center 116

Gainsight

JANUARY 11, 2024

Many, many companies have hundreds and hundreds of Customer Success Managers trying to scale the business and drive net retention.” What’s a Customer Success Manager (CSM)? Customer Success Manager | Kandji As a Customer Success Manager, you’ll be responsible for the success of our customers.

CEM 52

CEM Management Customer Success Customers 52

Kustomer

SEPTEMBER 4, 2023

If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. Coaching typically comes after training, when the employee is equipped with the baseline knowledge and begins to do their job.

Customer Service 98

Customer Service Contact Center Feedback Call Center 98

Playvox

APRIL 25, 2023

Finding the right way to train new representatives and provide ongoing improvement and knowledge will keep them engaged and top performing. Make sure all employees understand their role in delivering outstanding CX and have the tools, knowledge, and soft skills to be successful. Here are five winning strategies.

Contact Center 79

Contact Center Measurement Feedback 2022 79

ShepHyken

OCTOBER 1, 2021

Automated customer service systems like IVR, chatbots and even knowledge management systems can help you assist customers even when your agents aren’t online.? Automated customer service systems like IVR, chatbots and even knowledge management systems can help you assist customers even when your agents aren’t online.? .

Customer Service 156

Customer Service Article Customers Technology 156

Totango

MAY 13, 2022

Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions. Learning management system (LMS) platforms. Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Video tutorials and transcripts.

Customer Engagement 103

Customer Engagement 2022 Engagement Return on Investment 103