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eGain Knowledge Hub™ Now Available for Cisco Webex Contact Center #contactcenterworld "One of the top three drivers of customer service success is agent knowledge. The early days of knowledge management focused on streamlining access to curated content. Now, machine learning, natural language search, intent derivation, and personalization enable agents to access journey-specific content in the context of their actions and comply with regulatory policy," wrote Kate Leggett, VP and Principal Analyst for Forrester in a blog post on knowledge management, dated August 18, 2020. "Proactive, guided knowledge turns all service agents into super agents. It is no wonder that Knowledge Management is Gartner’s #1 technology recommendation for customer service leaders in 2022," said Ashu Roy, eGain CEO. "We are excited about offering our top-rated knowledge solution in the Cisco ecosystem." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Tuesday, June 14, 2022 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |