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Articles

Featured articles

Article by Forrester Research


	Ten Steps For Reducing Contact Center Expenses

Article by Ashutosh Roy, CEO, eGain


	ROI from Findability—How Knowledge Management Unlocks Business Value of Content Management

Articles by Anand Subramaniam, VP of Worldwide Marketing, eGain


	Success Tip for Social Media Customer Service: Be “Anti-Social” Before Going Social
	Social Media Customer Service Management: Early Best Practices
	8 Critical Steps for High-Availability Customer Contact Centers
	Want to Innovate in Customer Service? A Contrarian View
	Harvesting Social Knowledge for Customer Service
	7 Attributes of Highly Green Customer Service Contact Centers
	Preemptive Customer Service: Six ways to avoid customer service costs

Contact centers

Jan 2010 Contact Center Pipeline	Contact Center Performance Measures

Nov 2009 callcentreeurpoe.com	Turn your call centre into a CIH

Jul 2009 CIO	7 Habits of Highly Green Contact Centers

May 2009	Go Green with Preemptive Customer Service

Mar 2009 destinationCRM	Beyond Search: Multimodal knowledge access will improve customer experience and contact center agent effectiveness

Mar 2009 Forrester Research	Ten Steps For Reducing Contact Center Expenses

Feb 2009 Contact Professional	Contact Centers Generating "Killer Business Value" Through Product Returns Deflection

Sep 2008 Call Centre Europe	Treat the pain of staff attrition with these remedies

Sep 2008 Catalog Success	7 Strategies to Upgrade Call-Center Performance

Jul 2008 Contact Professional	Six Ways to Maximize Knowledgebase ROI in the Contact Center

May 2008 destinationCRM	Make Your Contact Center Emotionally Intelligent - 5 best practices to help you get there

Mar 2008 NACC	Business Value of Contact Center Knowledge Management: A Strategic Perspective

Mar 2008 ContactCentreLink.com	Five call centre megatrends and how to ride them

Dec 2007 CRMBuyer	Align Your Call Center With Five Megatrends

Dec 2007 DestinationCRM	Transform Your Contact Center Into a Profit Center: Innovations and contemporary best practices

Nov 2007 ContactCentreLink.com	Dealing with agent churn

Jan 2005 TMCnet	Hosted CRM for the contact center

Aug 2004 TMCnet	Contact Center Knowledge Management – New Relevance And Best Practices For Today’s Business Environment

Customer service

Jan 2010 destinationCRM	Learn to Innovate by Unlearning

Oct 2009 KMWorld	Harvesting Social Knowledge for Customer Service

Jul 2009 destinationCRM	Harvesting Social Knowledge for Customer Service

Jul 2009 Harvard Business Publishing	How to Build a Multilingual, Multicultural Customer Experience

Jul 2009 Customer Magazine	The multilingual, multicultural customer service experience – (pages 24-28)

Apr 2009 Harvard Business Publishing blog	Six Ways to Build Your Brand Through Customer Service

Feb 2009 1to1 media	B2C Customer Service Innovations for B2B Businesses

Jan 2009 CP Wire	Four Ways to Elevate the Customer Experience

Jan 2009 CXO News	The Clunky Old Phone Is Back

Sep 2008 destinationCRM	Break the Rules to Win in Customer Service

Sep 2008 Global Investment Technology	Financial firms seeing CRM system as drivers for retaining clients, delivering added value

Aug 2008 ContactCenterWorld	Chat and Cobrowse Customer Service that Pays Off: 8 Foolproof Steps for Success

Aug 2008 ContactCenterWorld	Ashu Roy - Chairman and CEO, eGain Communications Corporation On Customer Service

Aug 2008 CIO	9 TCO Traps to Avoid when Implementing CRM Customer Service Software

Jun 2008 Melcrum	The Personal Touch: Changing Priorities for KM in Customer Service

Jun 2008 Manage Smarter	Eight Ways to Maintain Your Customer Service Brand Promise

Jan 2008 DestinationCRM	Want superior customer experience? Start with superior agent experience

Jan 2008 ebizQ	Service-Oriented Customer Interaction Management

Jul 2007 DestinationCRM	ABN AMRO: Differentiation through Customer Service in the Financial Services Sector

Jul 2007 KMWorld	Doing More with Less in Customer Service: Strategies and Best Practices

Apr 2007 DestinationCRM	Doing More with Less in Customer Service: Strategies and Best Practices

Sep 2003 DestinationCRM	Multichannel customer service done right: How to devise a successful multichannel contact-center strategy

Jul 2003 CRMToday	The value of customer satisfaction

Mar 2001 The Wall Street Transcript	CEO of eGain Communications speaks about the strategy for growth

Email customer service

Feb 2006 Contact Professional	8 Reasons to Get on Board with Email Management

Feb 2004 CRMToday	30% of UK companies fail to respond as email volume doubles

Nov 2001 e-Securities	In Online Trading, Schwab Seeks to (e)Gain an e-Mail Advantage

Knowledge management for customer service

Dec 2008 ebizQ	CRM Integration: 2009 Predictions in Customer Service and Contact Center Knowledge Management

Nov 2007 KMWorld	KM for “Stand-Out” Customer Service: Six Best Practices from the Global 2000

Nov 2007 DestinationCRM	Knowledge Management for “Stand Out” Customer Service

Nov 2006 DestinationCRM	Knowledge Management for “Stand-Out” Customer Service: 6 Best Practices from the Global 2000

Mar 2004 DestinationCRM	The strategic value of knowledge management: KM is much more than a content source for the contact center

Licensed vs hosted software

Jan 2003 Customer Interaction Solutions Magazine	CRM applications: Licensed or hosted—which is better for you?

Web self-service

Jul 2009 destinationCRM	Web Self-Service Adoption: How to go from "Good" to "Great"

Jun 2009 destinationCRM	Web Self-Service Experience: Six Surefire Ways to Go from “Good” to “Great”

Nov 2008 Cellcentrehelper.com	What to look for when buying - customer self service

Mar 2007 KMWorld	Busting the Five Web Self-Service Myths

Feb 2007 DestinationCRM	eGain Busts Five Web Self-service Myths

Jun 2006 DestinationCRM	eGain Busts Five Web Self-service Myths

Nov 2001 CRMDaily.com	eGain CEO: Customer Self-Service is the Ticket