Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Working as a contact center agent was never for mere mortals.

As artificial intelligence (AI) continues its meteoric rise, the role of knowledge management (KM) in contact centers is gaining prominence like never before. Knowledge and knowledge management ...

In the dynamic environment of call centres, the efficient management of information can significantly enhance service delivery and customer satisfaction. Knowledge sharing technology plays a pivotal ...

Through interviews with subject-matter experts, this Harvard Business Review Analytic Services report will help guide contact center executives as they augment their operations with gen AI systems and ...

Rather than wax philosophical about what knowledge is, let’s let it be any information that can further an organization’s goals. If managing IT can be compared to herding cats, managing knowledge is ...

People’s fear of intelligent machines taking over the world has long been a popular theme in science fiction. Neuromancer, Blade Runner, Westworld and The Matrix are just a few of the movies, TV shows ...

Retail is one of the largest sectors in the world, with a retail sales forecast of $30.3 trillion in 2023. In a market so large and competitive, businesses compete to stand out to deliver bigger and ...