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How AI is Reducing Handle Time and Improving the Customer Experience in 2019

How AI is Reducing Handle Time and Improving the Customer Experience in 2019

It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped...

A Q&A with Unymira’s Chris Rall

For the modern contact center, delivering high-quality human or digital customer service requires quick access to accurate and actionable information. Whether you have one...
How AI will Change Contact Center Work

How AI Will Change the Nature of Contact Center Work

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service...
You Can’t Afford NOT to Pursue Knowledge Management

You Can’t Afford NOT to Pursue Knowledge Management

Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater self-service and shorter handle...
Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty

Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty

Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering...
Technology: The Catalyst for Service Excellence

Technology: The Catalyst for Service Excellence

I’m pretty sure, regardless of the size of your center or company, you seek to deliver a great customer experience. And I’m willing to...
Why Teamwork Is the Most Important Investment You’ll Ever Make

Why Teamwork Is the Most Important Investment You’ll Ever Make

What do NASCAR drivers Kyle Busch, Martin Truex, Jr., and Jimmie Johnson have in common? Each driver qualified for the 2017 Monster Energy NASCAR...
Contact Center Trends - Artificial Intelligence, AI

Hot Trends Impacting Contact Centers: Artificial Intelligence

We can’t publish a series on trends without including artificial intelligence (AI). In our five-part series on hot topics that are impacting contact centers,...
Improve Call Center Content Consistency with AI Infused Knowledge

Improve Content Consistency Across Channels with AI-Infused Knowledge

eGain’s SVP Worldwide Marketing Anand Subramaniam believes that delivering a consistent content experience is key to driving value for both customers and agents. According...
Use Technology to Optimize Contact Center Staff

Use Technology to Optimize Staff

If you manage a contact center, you know the drill. Agents struggle to achieve proficiency and meet performance goals. Supervisors don’t do enough—or the...
Contact Center Re-Gifting 2017

Regifting for 2017

Can you believe it? It’s now seven years since we first dedicated our end-of-year Agility Factor column to our worldwide contact center regifting initiative...
Why Training Matters

From Transaction Processors to Knowledge Workers

Service is delivered through people. Despite all the advanced technology and Six Sigma processes that we institute in our contact centers, the frontline agent...