eGain Corporation, the leading knowledge management platform provider for customer engagement automation, announced eGain Solve 22 conference, showcasing the power of modern knowledge management to reimagine not only customer experiences but also agent desktop experiences in the digital-first, remote-first era. Free to attend, the conference will be held at the MGM Grand in Las Vegas, Nevada on October 11 and 12, 2022.
“Knowledge is an underemphasized aspect of experience design and demands a higher prioritization. Gartner analysts have previously cited knowledge management (KM) as the No. 1 technology for enhancing the three main customer service perspectives of operational performance, CX and employee experience,” wrote Jim Davies of Gartner® in a recent research note.
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While enterprises unanimously acknowledge the importance of CX and have been making investments to improve it over the decades, they have fallen woefully short in elevating the agent experience (AX) in the contact center. No wonder 84% of contact center agents hate their desktop tools, according to Gartner. 64% of them do not have modern knowledge tools to assist them in customer conversations, even as customer queries they handle have been increasing in complexity.
Anticipating this trend, savvy eGain clients empowered agents with conversational and process guidance, powered by the eGain Knowledge Hub, the #1 knowledge management platform. The event will feature presentations by Fortune 500 leaders on how they took CX from good to great by elevating AX with modern knowledge.
“Our clients are increasingly reimagining their agent desktop experience, moving away from legacy experiences,” said Ashu Roy, eGain CEO. “We look forward to hearing their stories at our conference and sharing our platform, product, and ecosystem innovation with participants.”
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- KEYNOTE AND THOUGHT LEADERSHIP
The Future of Contact Centers: Super Agents, A Knowledge Hub, and AI Automation
Ashu Roy, CEO, eGain
- THOUGHT LEADERSHIP
Customer Obsession: The What, the Why, and the How
Rick Parrish, Vice President & Research Director, Forrester Research
- The Future of Knowledge Management
Stephen Lancaster-Hall, Managing Director, Deloitte Consulting, LLP
- CLIENT INNOVATION STORIES
- A-dec, Alight, LL Bean, Liberty Mutual, NCAA, Navy Federal Credit Union, TECO Energy, Wex
- Partner showcase, featuring value-added solutions on eGain platform
- Demo lounge, featuring the latest and greatest eGain product capabilities, integrations, and ecosystem
- Deep-dive, breakout sessions on eGain solutions with Q&A
- One-on-one meetings with key eGain executives and managers
- Knowledge Self-Service and Knowledge Desktop workshops and pilot offers