SOURCE: eGain

April 17, 2008 07:45 ET

eGain to Host Online Seminar Featuring Leading Independent Analyst Firm and CRM Publication on the 2008 State of Customer Service in North America

Webinar to Focus on the Performance of Large North American Businesses in Single-Channel, Multichannel and Multi-Agent Customer Service Across Phone and Online Channels

MOUNTAIN VIEW, CA--(Marketwire - April 17, 2008) - eGain Communications Corporation (OTCBB: EGAN), a leading provider of multichannel customer service and knowledge management software for in-house or on-demand deployment, today announced that it will host an online seminar featuring Chip Gliedman, VP of CRM Research at Forrester, and Bob Fernekees, Publisher at Destination CRM. The webinar is scheduled for Wednesday, April 23rd, from 11:00 am to noon Pacific Time and will focus on the "state of the industry" in customer service offered by leading North American businesses.

"Pressures from increased competition, smaller and narrower product categories, transparency of product and pricing information, and a general decline in customer loyalty are forcing both business-to-business (B2B) and business-to-consumer (B2C) organizations to maximize every customer interaction and evaluate every aspect of the service delivery model," wrote Chip Gliedman, VP of CRM Research of Forrester, in his report "The Forrester Wave™: Customer Service Management, Q2 2007," dated May 2007.

However, when eGain assessed the state of today's customer service by evaluating the choice, responsiveness, quality, consistency and capabilities offered by 120 major North American businesses in this area, 60% of the companies received a "poor"(1) or "below average" score in their Service Quotient™, a holistic measure of customer service competence.

The webinar will provide details of the research findings as well as best practices that companies can use to address customer service deficiencies uncovered by the study. Attendees will also receive a complete report of findings.

Date and time of event
Wednesday, April 23rd, from 11:00 am to noon PST

How to register
To attend, fill out the registration form at:
http://www.destinationcrm.com/webevents/details.asp?eventid=283&src=eg3

About eGain

eGain (OTCBB: EGAN) is a leading provider of multichannel customer service and knowledge management software for in-house or on-demand SaaS deployment. For more than a decade, the world's largest companies have relied on eGain to transform their traditional call centers, help desks, and web customer service operations into multichannel customer interaction hubs. Based on the Power of One™, the concept of one unified platform for multichannel customer interaction and knowledge management, these hubs enable dramatically improved customer experience, end-to-end service process efficiencies, increased sales, and enhanced contact center performance.

Headquartered in Mountain View, California, eGain has an operating presence in 18 countries and serves more than 800 enterprise customers worldwide. To find out more about eGain, visit www.eGain.com or call the company's offices: 800-821-4358 (US headquarters), 1753-464646 (UK and Continental Europe).

(1) Service Quotient based on a scale of 0.0-10.0: Score < 2.5=Poor; Score > _2.5 and < 5.0=Below average; Score > _5.0 and < 7.5 = Above average; Score > _7.5 and < _10.0= Exceptional

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

Contact Information

  • eGain media contact
    Connie Pheng
    Phone: 650-230-7449
    Email: pr@egain.com