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Announcing the finalists! The CCA Women in Leadership Awards shine a light on inspiring individuals who are shaping the future of our industry - creating inclusive cultures, delivering results, and lifting others as they rise.
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Why knowledge? The consumer has spoken.
Generative AI has reignited interest in knowledge management (KM). KM is not only a BFF for gen AI but a foundational one at that!
The Next Frontier for Elevating the Customer Experience
Why knowledge? The consumer has spoken
6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
In a world where competitive advantage based on products, and even operational efficiencies,, has eroded, businesses look at customer engagement as the only true differentiator.
The Big Trends
The dismal state of AX
8 Best Practices For Success
8 Best Practices for Success
Webinar: Knowledge Hubs | Turbocharge your CX and AX with KX (Knowledge-Guided Experience)
CCA PARTNERSIn this webinar session with partners eGain, we will disucss the latest research on the pain points that stand between customers and the experience they seek. Our expert contributors will explain how best to gather and organise knowledge, supporting custo
Executive Round Table: You know what you know - how can advisors be more effective with better access to knowledge management?
CCA PARTNERSIn this intimate session for senior service and CX executives, we explore issues including: what 'quick win' opportunities are available to improve advisor knowledge and understanding the true cost of inadequate systems on costs, satisfaction, and quality
eGain was at Mobile World Congress (MWC) 2022, Barcelona between February 28-March 3, 2022. The event saw 61,000 attendees from 200 countries and representatives from 1500+ companies.
What is the secret to customer loyalty? The answer straight from ~50,000 'horses' mouths' (consumers, that is), per a massive survey conducted by Corporate Executive Board, was: Make it easy to get service. In other words, reduce their effort.
FAQs and legacy 'knowledge management' donā?Tt cut it anymore
6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
CCA PARTNERSIf Artificial Intelligence (AI) for the overall business is a red hot topic in C-suites, AI for customer engagement is white hot. No wonder professionals, who had removed AI from their resumes, are scrambling to add it back in!
A 7-Step Approach
Next-Generation Strategies and Best Practices for Customer Service
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