Biographical Information
Ashutosh Roy
Chairman and CEO, eGain Communications Corp.
Ashutosh Roy, eGain's co-founder, has served as chief executive officer and chairman of eGain since 1997. From 1995 to 1997, he served as chairman of WhoWhere? Inc, an Internet-service company he co-founded, which is now part of Lycos, Inc. From 1993 to 1995, Ashu co-founded Parsec Technologies, an international call center software company based out of India. Ashu holds a BS in computer science from IIT, New Delhi, a master's degree in computer science from Johns Hopkins University and an MBA from Stanford University.
Articles by Ashutosh Roy
Using Knowledge for Great Customer Support
09 Jul 2013
Great customer support remains one of the few differentiators that businesses can sustain over time. Companies that are winning in today's hypercompetitive business environment provide standout customer service by leveraging knowledge to empower contact center agents and enable superior self-service for customers.
eGain has delivered KM solutions for multichannel customer support for well over 15 years. In the process, we have compiled hundreds of best practices; here are some of the popular ones. . . .
Six Keys to KM Success:
Lessons Learned from the Global 2000
13 Sep 2011
Customer service has emerged as one of the few remaining differentiators that businesses can sustain over time. Companies that are winning in this environment provide "stand-out" customer service by using knowledge to empower contact center agents and drive self-service interactions. In delivering KM solutions to world-class contact centers and self-service operations for more than 15 years, we have compiled hundreds of best practices. . . .
Knowledge Management for "Stand-Out" Customer Service
Six Best Practices from the Global 2000
05 Jul 2011
Customer service has emerged as one of the few remaining differentiators that businesses can sustain over time. Companies that are winning in this environment provide "stand-out" customer service by using knowledge to empower contact center agents and drive self-service interactions. In delivering KM solutions to world-class contact centers and self-service operations for more than 15 years. . . .
Harvesting Social Knowledge for Customer Service
17 May 2011
Community-based knowledge creation for customer service is not that new. However, enabled by the ubiquity and ease of use of the Web and the availability of social networking tools, it has gone to a whole new level, leading to the coinage of the term "social knowledge." While more prevalent in B2C sectors, social knowledge is also starting to matter in B2B sectors. . . .
Email-Enabled Process Automation
Real World Examples in the Contact Center and Beyond
19 Oct 2010
Six Keys to KM Success
Lessons Learned from the Global 2000
12 Oct 2010
Customer service has emerged as one of the few remaining differentiators that businesses can sustain over time. Companies that are winning in this environment provide "stand-out" customer service. . . .
Six Keys to KM Success
Lessons Learned from the Global 2000
29 Jun 2010
Customer service has emerged as one of the few remaining differentiators that businesses can sustain over time. Companies that are winning in this environment provide "stand-out" customer service by using knowledge to empower contact center agents and drive self-service interactions.
In delivering KM solutions to world-class contact centers and self-service operations for more than 15 years, we have compiled hundreds of best practices...
Knowledge Management for “Stand-Out” Customer Service
Six Best Practices from the Global 2000
01 Apr 2009
Customer service has emerged as one of the few remaining differentiators that businesses can sustain over time. Companies that are winning in this environment provide "stand-out" customer service by using knowledge to empower contact center agents and drive self-service interactions. In delivering KM solutions to world-class contact centers and self-service operations for more than 15 years...
Six Keys to KM Success
Lessons Learned from the Global 2000
29 Sep 2008
Customer service has emerged as one of the few remaining differentiators that businesses can sustain over time. Companies that are winning in this environment provide "stand-out" customer service by using knowledge...
Busting the Five Web Self-Service Myths
01 Apr 2008
There are five myths that permeate the Web self-service world. Each has a corresponding "truth," and each can be met by approaching from a best-practice perspective: Myth 1: "One size fits all"—one Web self-service method fits all customers and their needs. Believe this one and you're really in trouble. The truth is customers and prospects prefer multiple ways to access information ...
KM for “Stand-Out” Customer Service Six Best Practices from the Global 2000
30 Oct 2007
Customer service has emerged as one of the few remaining differentiators that businesses can sustain over time. Companies that are winning...
Doing More with Less in Customer Service
06 Jul 2007
Customer service has emerged as one of the few sustainable differentiators in today’s hyper-competitive markets. The companies winning in this environment are those that provide “standout” customer service, while controlling costs. Over the past 15 years, eGain has collected many innovations and best practices for doing more with less...