Knowledge management

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”. Contact centers/customer service organizations are no exception—here, transformation means that the contact center doesn’t have to nickel and dime in value creation, figuring out tradeoffs for one metric over another! The question, then, is what technology transforms customer service? A mammoth consumer survey that Forrester conducted on our behalf showed…

Knowledge management

Gifts that will keep on giving in 2016 and beyond!

When the Starbucks cups changed colors, I realized we were approaching holiday season again. It is gifting time and we wanted to do something special for clients, prospects, and partners this year. No, there won’t be eGain-triggered Amazon drones coming down your chimneys to deliver gifts that you don’t always care for. These are multi-thousand dollar gifts that will keep on giving you and your organization in 2016 and beyond! Gartner’s game-changing article on knowledge management, including framework, best practices,…

Cloud-based customer engagement

Elevate customer engagement to the cloud – Part 2

What to look for in solutions Does the vendor know cloud? Many vendors have been “on-again, off-again” cloud providers, repeatedly failing to deliver their applications in the cloud. This is mainly due to the fact that their solutions had not been architected for the cloud to begin with. A key question therefore is how long has the vendor been delivering customer engagement applications in the cloud? Additionally, do they have client references? Cloud capabilities Enterprises, while adopting the cloud in…

Cloud-based customer engagement

Elevate customer engagement to the cloud – Part 1

Why cloud? Cloud-based technologies are experiencing rapid adoption in businesses of all sizes. Although within the last few years the term has changed – from “hosted” to “on-demand” to “SaaS” and now “cloud” – one thing that has not changed is the need; businesses want to deploy technologies quickly and easily whilst continuing to innovate rapidly, all the while reducing the need for hyperextended IT resources and upfront infrastructure investments. Cloud-based technologies address this need. In fact, enterprise adoption of…

Omnichannel customer engagement

Getting out of summer doldrums

Well, I read that autumn just began this week though I’m not so sure given the recent heat wave in the Bay Area! While the Northern Hemisphere might be inching its way out of summer doldrums, it appears that omnichannel customer service is not getting out of it, according to the recent Forrester survey of 10,000 consumers, sponsored by eGain. Here are some details on the doldrums. A majority of consumers rated customer service as “about the same” or “worse”…

Customer experience

Uncle Sam, you can go from cellar to stellar in citizen services

Unfortunately for citizens, the government did not fare well in the Forrester’s 2015 US Customer Experience Index, to say the least. Moreover, in a survey of 5000 consumers by Forrester Consulting on the biggest pain point in citizen service, respondents said that inconsistency of answers among contact center agents was their biggest issue (56.2%), followed by lack of knowledge among agents (35.6%) and findability of answers on government websites (26.9%) . So the solution is pretty straight forward – an omnichannel…

Contact center customer service

No Pain, All Gain (When it is Customer Pain)

Research studies by the likes of Accenture have repeatedly shown that over 50% of consumers have switched brands due to customer service pain. It’s obvious that no (customer) pain is all (business) gain. So what are the biggest pain points and what can you do about them? Here are findings from a Forrester survey, where 5000 consumers were asked to check the biggest pain points when they get customer service (they could pick upto two options) across a wide variety…

Knowledge management

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 agents as good as your best. It can also make the best agent better, starting a virtuous cycle of “upward mobility” for the entire contact center “society”! At the end of the day, it is knowledge that differentiates one agent from another and increasingly one business from the other. In…