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- Break the Rules to Win in Customer Service: 10 Contrarian Ways to Out-Innovate the Competition
- Companies are winning in customer service by breaking traditional rules and defying conventional wisdom. The authors have only scratched the surface of fallacies and myths in the 10 rule-breaking best practices discussed in this paper, and encouraged to uncover and break other rules that are slowing down the innovation. This...
- Tags: Customer Service, eGain Communications Corp., Rule, Product Marketing, Customer Relationship Management (CRM), Strategy, Marketing, Enterprise Software, Software, Management
- White papers 2006-06-14
- 6 Uncommon Ways to Create Breakthrough Value With Email Management Within and Beyond the Contact Center
- The use of Email Response Management System ERMS to respond to customer emails is on the "Main street," experiencing broad adoption. However, market-leading companies are now using their ERMS in innovative ways to manage business processes within and beyond the contact center. This paper describes six unusual ways in which...
- Tags: Contact Center, eGain Communications Corp., E-mail, Call Centers, Customer Relationship Management (CRM), Online Communications, It Operations, Enterprise Software, Software
- White papers 2006-05-26
- 7 Habits of Highly Effective Contact Centers
- The bestseller, The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change, has inspired many parallels in the field of business and organizational improvement. Contact centers, too, could become significantly better at what they do by adopting the timeless, principle-based habits recommended by the book. This paper discusses...
- Tags: Habit, Contact Center, eGain Communications Corp., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2006-05-10
- Customer Centered Service: What It Is and How to Implement
- Repeat business from the existing customer base is the best kind of business a person can have. And the best way to ensure repeat business is to treat the customers right. This paper introduces the notion of Customer Centered Service, a new and exciting way to increase customer loyalty and,...
- Tags: Customer, eGain Communications Corp., Customer Centered Service, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers 2006-05-10
- eGain Solutions for Citizen Service: Success Stories From the Public Sector
- Citizens today demand responsiveness from their governments. The increase in popularity of online channels has made it crucial for governments to expand their citizen services beyond traditional channels such as phone, paper, and face-to-face interactions to e-channels such as email, chat, web self-service and web collaboration. At the same time,...
- Tags: eGain Communications Corp., Citizen Service, Government, Real Estate, Channel Management, Vertical Industries, Business Operations, Marketing, Enterprise Software, Software
- White papers 2006-05-10
- Chat and Cobrowse Customer Service That Pays Off: 8 Foolproof Steps to Success
- Chat and web collaboration tools have unmatched potential for improving customer service and increasing revenues. Financial services, retail, telecom, and travel companies are early adopters of this technology. Savvy businesses in these sectors are using chat and cobrowse tools to attract, win, and keep customers. As with other technology, chat...
- Tags: Web-based Collaboration, Customer Service, eGain Communications Corp., Tool, Productivity, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers 2006-05-10
- Citizen Service - Customer Service Success Stories From the Government Sector
- Citizens today demand responsiveness from their governments. The increase in popularity of online channels has made it crucial for governments to expand their citizen services across multiple channels like email, web, letter, fax, phone, self-service, and in-person visits. At the same time, most government agencies today struggle with lower budgets...
- Tags: Web, Customer Service, eGain Communications Corp., Government, E-mail, Channel Management, Vertical Industries, Real Estate, Online Communications, Marketing, Enterprise Software, Software, Business Operations
- White papers 2006-05-10
- Outsourced Service Providers: 5 Ways to Differentiate Your Service Offering
- This paper contains 5 simple ways to enhance the outsourced service offerings. These suggestions will help to improve service levels and quality for the clients, along with differentiating the service with additional offerings. The paper also provides a checklist of capabilities to look for in a service management platform for...
- Tags: Service Management, Outsource, eGain Communications Corp., Outsourcing, It Services, It Operations, Business Operations, Outsourcing & Subcontracting
- White papers 2006-05-10
- 5 Contact Center Megatrends and How to Ride Them: The Contact Center Executive's Guide to Career Success in Turbulent Times
- The megatrends that have swept businesses in general and contact centers in particular, have created enormous opportunities for proactive contact center executives to become strategic players within their business and take their careers to the next level. As a leading provider of contact center solutions, eGain works with large as...
- Tags: Career, Contact Center, eGain Communications Corp., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2005-12-14
- 5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know
- Self-service is "In" among businesses. In the quest for efficiency in customer care, customer service organizations are implementing aggressive self-service processes using web, internet, and phone technologies. Unfortunately, most such initiatives focus solely on departmental goals such as reduction of contact center interaction volume and neglect broader corporate objectives, jeopardizing...
- Tags: Web, Contact Center, eGain Communications Corp., Self-service, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2005-08-02
- Best Practices: 7 Habits of Highly Effective Contact Centers
- The book "The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change", has inspired many parallels in the field of business and organizational improvement. Contact centers, too, could become significantly better at what they do by adopting the timeless, principle-based habits recommended by the book. This paper discusses...
- Tags: Habit, Contact Center, eGain Communications Corp., Best Practice, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2005-04-29
- Mission-Critical Email Customer Service: 10 Best Practices for Success
- In this paper, we discuss ten tried and tested ways of improving email interactions with customers. These tips and best practices have been used by the world's leading companies known for customer service excellence, and will help you provide mission-critical service through your email channel. Additionally, the paper includes a...
- Tags: eGain Communications Corp., Best Practice, E-mail, Online Communications
- White papers 2004-08-01
- Barclays Stockbrokers Limited Trusts eGain
- Barclays Stockbrokers Limited BSL is the United Kingdom's biggest retail stockbroker. It is part of Barclays Private Clients & International, and offers execution-only, advisory and discretionary investment services. In January 2003, BSL acquired the UK dealing arm of Charles Schwab Europe CSE. Over the next 12 months it faced the...
- Tags: Barclays Plc., eGain Communications Corp., Mergers & Acquisitions, Strategy, Investment, Finance, Management
- Case studies
- Knowledge Management for Customer Service: Critical Ingredients for Success
- As enterprises increasingly use customer service to differentiate themselves, knowledge management has gained prominence as a strategic initiative. A key enabler, it allows businesses to use their knowledge assets to provide better customer service, improve agent productivity, reduce service costs, generate revenue through contextual upsell and cross-sell, and more effectively...
- Tags: Customer Service, Knowledge, eGain Communications Corp., Knowledge Management, Strategy, Business Intelligence, Customer Relationship Management (CRM), Call Centers, Product Marketing, Enterprise Software, Software, Management, Data Management, It Operations, Marketing
- White papers
- Next-Generation Email Management: New Ways to Create Breakthrough Business Value in the Contact Center and Beyond
- The need for universal access and greater flexibility, reliability, accountability, and collaboration in managing service interactions and processes has led to the development of robust role-based access control, workflow, reporting, and tracking capabilities in email management systems. This paper describes seven areas where a robust next-generation email management system can...
- Tags: Contact Center, eGain Communications Corp., E-mail, Call Centers, Customer Relationship Management (CRM), Online Communications, It Operations, Enterprise Software, Software
- White papers
- 5 Web Self-Service Pitfalls: What every Contact Center Manager Must Know
- This white paper reveals hidden pitfalls in self-service strategy and implementation. Believe the myths discussed in this paper at your peril—they are proven recipes for customer defections and project failure! Based on experience distilled from hundreds of successful self-service implementations at world-class companies, the paper provides a best-practice approach that...
- Tags: Web, Contact Center, eGain Communications Corp., Call Centers, Product Marketing, Customer Relationship Management (CRM), It Operations, Marketing, Enterprise Software, Software
- White papers
- Combining Service Excellence with Profitability: The New Contact Center Best Practice
- In this paper, we discuss ten tried and tested ways of improving email interactions with customers. These tips and best practices have been used by the world's leading companies known for customer service excellence, and will help you provide mission-critical service through your email channel. Additionally, the paper includes a...
- Tags: Contact Center, eGain Communications Corp., E-mail, Online Communications
- White papers
- Doing More with Less: Next-Generation Strategies and Best Practices for Customer Service
- Our new economic reality is one of increased competition, informed and demanding customers, commoditization of products and services, and relentless pressure to cut costs. In this environment, customer service is the single biggest differentiator for businesses. In the last few years, most companies have made significant efforts to enhance the...
- Tags: Customer Service, eGain Communications Corp., Best Practice, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers
- Case Study: ABN AMRO and eGain
- ABN AMRO Services Company AASC supports the information technology needs of ABN AMRO in North America, primarily through Banking Applications and the Technology Infrastructure Operations Group. Following an extensive survey of its corporate customer base, AASC executives identified the need to improve online customer service. The solution to their service...
- Tags: ABN AMRO, eGain Communications Corp., Channel Management, Real Estate, Strategy, Marketing, Business Operations, Management
- Case studies
- Telecom Giant Seeks to Maintain Market Leadership Through Superior Customer Service
- Aliant serves more than two million consumers and over 80,000 enterprises. With deregulation Canada's telecom sector became highly competitive. Smaller companies were challenging Aliant's market share. The company launched its Customer Service Transformation Initiative with the goal to take customer satisfaction and retention to new levels, while reducing contact center...
- Tags: Customer Service, Leadership, Knowledge, eGain Communications Corp., Aliant Inc., Knowledge Management, Business Intelligence, Strategy, Telephony, Telecommunications, Enterprise Software, Software, Data Management, Management, Networking
- Case studies
