eGain

says the project’s Lead Business Owner. The eGain self-service portal has led to a decrease in contact center traffic. Consequently, the agency projected a 21% decrease in customer service costs adding up to $6.5 million of savings within 3 years. Further, management ROI review concluded that their assumptions about productivity gains

for consistency in information across agents and channels that increase answer accuracy and reduce turnaround time. The organization also implemented seamless escalation from self-service to agent-assisted eGain Chat™ for real-time resolutions. Web collaboration technologies improve resolution speed and citizen satisfaction more than any other channel. Results

Company Over the last fifty years, this US-based global, multichannel retailer of classically styled apparel, swimwear, outerwear, and luggage has built its name on trust, quality, and reliability of its products and services. Its brand is distributed nationally through one of the world’s largest department store chains, sold in free standing stores, and shipped to online customers. Challenge The company identifies its main goal as: