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egain_whitepaper_knowledge_mgmt_con tact_centers_help_desks

anonymous 6/28/2007 | 0 (0) | 90 | 3 | 0 | english

Best practices © 2005 eGain Communica tions. All rights reser ved. An eGain white paper Knowledge Management for Contact Centers and Help Desks Lessons from the Global 2000 Knowledge management (KM) is different things to different people. Most organizations see it as using technology to share critical information. KM, to many business  ... more>>

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egain_whitepaper_pos_marketing_cont act_center

anonymous 6/28/2007 | 0 (0) | 98 | 1 | 0 | english

© 2007 eGain Communications Corp. All rights reserved. Best Practices The Only Captive Revenue Generation Opportunity Left for Contact Centers What It is and How to Exploit In the age of do-not-call regulations and aggressive spam filters, contact centers and marketing organizations are finding it increasingly difficult to deliver marke  ... more>>

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eGain_whitepaper_selfservice_5pitfa lls

anonymous 6/28/2007 | 0 (0) | 77 | 3 | 0 | english

5 Web Self-Service Pitfalls Best practices © 2005 eGain Communica tions. All rights reser ved. An eGain white paper What Every Contact Center Manager Must Know 5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know Page 2 eGain Communications Corporation Self-service is "in" among businesses. In the quest for efficien  ... more>>

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egain_whitepaper_sla_brand_promise

anonymous 6/28/2007 | 0 (0) | 128 | 7 | 0 | english

© 2006 eGain Communications Corp. All rights reserved. Best Practices Delivering on the Service Level Brand Promise to Customers Every Time 9 Ways to Get There It's no longer a secret that outstanding customer service has become an imperative for superior performance, if not for the very survival of businesses. Many recent surveys s  ... more>>

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egain_whitepaper_tco_traps

anonymous 6/28/2007 | 0 (0) | 88 | 5 | 0 | english

© 2007 eGain Communications Corp. All rights reserved. Best Practices 11 TCO Traps to Avoid in Customer Service Software What They Won't Tell You IT executives and business managers worry endlessly about Total cost of ownership (TCO) when it comes to buying, maintaining, and extracting business value from enterprise software. This  ... more>>

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egain_whitepaper_b2c_b2b_customer_s ervice_innovation

anonymous 6/28/2007 | 0 (0) | 129 | 8 | 0 | english

B2C Customer Service Innovation Secrets for B2B and Vice Versa Best practices © 2007 eGain Communications. All rights reserved. An eGain white paper Customer service takes on a variety of flavors based on the nature of the given business and its target market. Among examples are B2B (business to business), B2C (business to consumer), B2E  ... more>>

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egain_whitepaper_bpo20_contact_cent er_innovation

anonymous 6/28/2007 | 0 (0) | 119 | 4 | 0 | english

Best practices © 2006 eGain Communications. All rights reserved. © 2006 eGain Communications Corp. All rights reserved. BP0 2.0 The Next-Generation of Outsourcer-Enabled Contact Center Innovation The promise of business process outsourcing (BPO) is that it enables any company to make the best use of its resources by focusing on activit  ... more>>

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egain_whitepaper_chat_cobrowse_8_st eps_success

anonymous 6/28/2007 | 0 (0) | 94 | 4 | 0 | english

Chat and Cobrowse Customer Service that Pays Off eGain Best Practice Series 8 Foolproof Steps to Success © 2005 eGain Communications. All rights reserved. An eGain white paper Chat and web collaboration tools have unmatched potential for improving customer service and increasing revenues. Financial services, retail, telecom, and tr  ... more>>

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egain_whitepaper_chat_cobrowse_wow_ win_customers

anonymous 6/28/2007 | 0 (0) | 121 | 3 | 0 | english

Chat and Cobrowse on the Web eGain Best Practice Series Wow and Win Online Customers with Realtime Service and Support © 2005 eGain Communications. All rights reserved. An eGain white paper With more and more customer interactions moving online, it is hardly surprising that some businesses are no longer content with using the web for  ... more>>

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egain_whitepaper_contact_center_bre ak_rules

anonymous 6/28/2007 | 0 (0) | 96 | 1 | 0 | english

© 2006 eGain Communications Corp. All rights reserved. Best Practices Break the Rules to Win in Customer Service 10 Contrarian Ways to Out-Innovate the Competition "Contrarian wisdom" has often proved to be the winning approach in many walks of life, including business success. Setting aside conventional wisdom and avoiding groupthin  ... more>>

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egain_whitepaper_contact_centers_me gatrends

anonymous 6/28/2007 | 0 (0) | 91 | 3 | 0 | english

Best practices © 2005 eGain Communica tions. All rights reser ved. An eGain white paper 5 Contact Center Megatrends and How to Ride Them The Contact Center Executive's Guide to Career Success in Turbulent Times "May you live in interesting times!" The popular Chinese saying could be a blessing or a curse, depending on what you ma  ... more>>

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egain_whitepaper_erms_uncommon_valu e

anonymous 6/28/2007 | 0 (0) | 42 | 0 | 0 | english

© 2006 eGain Communications Corp. All rights reserved. Best Practices 6 Uncommon Ways to Create Breakthrough Value with Email Management Within and Beyond the Contact Center Email is now firmly established as the main communication channel within the enterprise and second only to the phone for interactions between businesses and thei  ... more>>

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egain_research_email_customer_servi ce_uk

anonymous 6/28/2007 | 0 (0) | 40 | 0 | 0 | english

E-mail volumes are doubling and yet over 30% of companies are failing to respond A Report on UK Organisations' E-mail Responses by eGain Communications 2004 Retail Financial Services Travel Automotive Contents Executive summary 2 Cross-sector results 3 Retail organisations 5 Financial services organisations 6 Travel organisations  ... more>>

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egain_white_paper_customer_centered _service

anonymous 6/28/2007 | 0 (0) | 108 | 4 | 0 | english

www.egain.com Customer Centered Service A Clear Path to Loyalty www.egain.com eGain Communications Proprietary Information Repeat business from your existing customer base is the best kind of business you can have. And the best way to ensure repeat business is to treat your customers right. In this white paper we introduce the notion of Cu  ... more>>

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egain_white_paper_customer_service_ interactions

anonymous 6/28/2007 | 0 (0) | 129 | 4 | 0 | english

® Interactions: The Foundation of Business Relationships www.egain.comInteractions: The Foundation of Business Relationships Executive Summary Business relationships have always been based on interactions. Until now most of these interactions have been through conventional means, such as the telephone. But now more and more of your business interac  ... more>>

   
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