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Articles by eGain Staff

Knowledge-Centered Customer Support

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. . . .

Knowledge-Enabling Microsoft SharePoint

Of closets and stores... In the words of a leading analyst I talked to recently, content management is a bit like an organized information closet. It provides a way to create and store documents, HTML pages and other types of content. It includes things like version tracking and approval processes. It tags and classifies information, often grouping knowledge by domain. All in all, it provides a cost-effective way to create and organize information. . . .