eGain Corporation, the leading knowledge automation platform provider for customer engagement, announced that a fast-growing online sports retailer selected the eGain Knowledge Hub to deliver easy and fun experiences for shoppers and contact center agents, who serve them.
The company’s contact center workforce includes seasonal and gig agents, who are not as familiar with their offerings as experienced, in-house agents. The proportion of seasonal agents increases significantly during the holiday season, which makes it a challenge to provide effective and consistent customer service that is also compliant with organizational policies and best practices. The company wanted to deploy a modern knowledge management system to address this challenge.
Noting its rich functionality and out-of-the-box integration with their Genesys contact center infrastructure, the retailer selected the eGain Knowledge Hub. Customer service agents in US and UK-based contact centers will use eGain Knowledge to answer questions and resolve issues pertaining to merchandise, order status, returns, payment, and assurance programs.
“We look forward to helping this modern retailer’s customer service team deliver rave experiences, using our top-rated knowledge hub,” said Ashu Roy, eGain CEO.