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Call Center Services Featured Article Improves Customer Service with eGain Solution

September 09, 2008
By Anshu Shrivastava
TMCnet Contributor
eGain Communications (News - Alert) has announced that reduced average handle times (AHT) by 60 percent and substantially increased first-contact resolution of customer service emails in the three years since the initial implementation of eGain Mail.

An integral part of eGain's services, eGain Mail enables contact centers to route incoming emails and process them.
eGain Mail offers predefined workflows to manage incoming email and webform enquiries and contains service level agreement (SLA) triggers to automate email routing and monitoring.
In addition, eGain Mail can send auto-responses and recommend responses to agents; track all customer queries; provide complete customer information and interaction history, across channels available to agents; comprehensive analytics; and more.
Company officials said that since the deployment of eGain in 2005, has achieved a 30 percent reduction in AHT through the use of eGain's agent console. With the help of agent console, customer service representatives can access information from existing business systems from within eGain through the eGain Data Adapter.
Also, the Web site achieved another 30 percent reduction in AHT through the use of eGain's knowledge base, which “auto-suggests” answers to agents based on the content of incoming emails.
Moreover, the Playboy Web site saw an increase of 40 percent in first-contact resolution (FCR) through the use of eGain Mail's knowledge base, which provides answers to help resolve customer issues the very first time.
“We deployed eGain Mail to help agents handle email customer service queries more quickly and accurately,” said Jeff Gross, customer service manager at
He said that the solution also has reduced the need for agent training and has allowed his Web site to provide personalized responses while promoting related offerings in the context of service queries.
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Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu's articles, please visit her columnist page.

Edited by Stefania Viscusi
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