Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Balamurugan Muniraju
Senior Director of Operations
135
Kseniia Kasimova
Chief Marketing Officer
2
Alex Coombes
Marketing Manager
16
Richard Kimber
CEO and Founder
33

Sorry, Kaplan and Norton, you need to invent an “unbalanced scorecard” for knowledge-powered contact centers! - eGain Corporation - ContactCenterWorld.com Blog

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 that lack and consistency of knowledge is the biggest pain point in getting customer service today, followed by the difficulty of finding answers on business websites—all related to knowledge management (KM)! Done right, next-generation KM with a method and best practices behind it, can tackle this issue head on, and eliminate these top three pain points for consumers—in other words, transform customer service. The result? All seemingly conflicting metrics get improved, often by a big margin! Here are some “off the charts”, “unbalanced” examples from our clientele:

Banking giant #1: NPS improved from #3 to #1, agent training time halved, staff churn reduced to <1%, even while the agent pool was expanded 6x!

Telco giant: First-Contact Resolution (FCR) up 37%, agent induction training time reduced by 43%, time to competency reduced 50%!

Banking giant #2: 36% increase in FCR, 67% reduction in Average Handle Time (AHT) and 60% reduction in agent training time!

Sorry, Kaplan and Norton, you need to come up with an “unbalanced scorecard” for knowledge-powered customer service organizations!

Source: http://blog.egain.com/sorry-kaplan-norton-need-invent-unbalanced-scorecard-knowledge-powered-contact-centers/

Publish Date: April 8, 2016 5:00 AM


2021 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
PH: 800-782-7835

3.) 
Synthetix

Engage with your customers in Real-Time.

Connect personally with your customers, generating new revenues and boosting CSAT scores. Synthetix Chat is the fastest way to engage your users, with a Live Key-Press Feed, ID and Verification, simultaneous chats and AI-Powered predictive suggestions, Synthetix Chat reduces averages handling times by up to 50%.
PH: +44 1279 555 580
 



View more from eGain Corporation

Recent Blog Posts:
Sorry, Kaplan and Norton, you need to invent an “unbalanced scorecard” for knowledge-powered contact centers!April 8, 2016 5:00 AM
Trafalgar Square Pigeons Coo No More (No, we didn’t mean to tweak nature!)December 24, 2015 5:00 AM
Elevate customer engagement to the cloud – Part 2October 14, 2015 5:00 AM
Elevate customer engagement to the cloud – Part 1October 12, 2015 5:00 AM
Getting out of summer doldrumsSeptember 25, 2015 5:00 AM
7 Reasons to attend eGain Digital SummitJune 23, 2015 5:00 AM
No Pain, All Gain (When it is Customer Pain)April 29, 2015 5:00 AM

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
 87 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =