eGain Corporation (NASDAQ: EGAN), a knowledge management platform for customer engagement automation, announced findings from an agent experience (AX) survey of US contact centers. Conducted by BenchmarkPortal, a contact center benchmarking organization, the online survey was fielded in May 2022 and findings compiled from 456 responses. Unlike other surveys, the sample included only contact center agents.
Here are key findings:
"Contact center agents, especially work-from-home reps, do not have the safety net of in-office colleagues for answers," said Bruce Belfiore, CEO at BenchmarkPortal. "It is concerning that most contact centers do not have adequate guidance tools even as customer queries get more complex. However, we also see this as a real opportunity to elevate the agent experience with modern knowledge management."
"The findings are not a surprise. As self-service automates routine customer queries, agents naturally get more complex questions," said Ashu Roy, eGain CEO. "This complexity, combined with WFH and the need for compliance, has elevated knowledge to the boardroom."
About eGain Corporation:
eGain customer engagement platform automates digital-first, omnichannel experiences across all touch points. Powered by AI, machine learning, knowledge, and analytics, our top-rated software optimizes customer journeys with virtual assistance, messaging hub, and desktop to serve customers, reduce cost, and improve compliance.
Published: Friday, June 24, 2022
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
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