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eGain Knowledge Hub™ Now Available on Genesys® AppFoundry™ #contactcenterworld "Timely and contextual knowledge presented to agents in a clear and concise form is a pipe dream for most service environments, yet without it the service experience will always be in jeopardy. Agents typically have to access knowledge from multiple disparate sources and read it while simultaneously listening to the customer and navigating the intended CRM process flow. Knowledge is an underemphasized aspect of experience design and demands a higher prioritization," wrote Jim Davies of Gartner(R) in a recent research note.* "Gartner analysts have previously cited knowledge management (KM) as the No. 1 technology for enhancing the three main customer service perspectives of operational performance, CX and employee experience," he continued. "Our clients are really excited about the agent experience impact of this seamless integration," said Ashu Roy, eGain CEO. "We look forward to delivering our top-rated knowledge solution via the Genesys AppFoundry." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Tuesday, November 2, 2021 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. |