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