Stephen Kennedy heads the EMEA solutions team for eGain. Working with eGain’s customers and prospects, he helps clients understand the benefits that can be obtained with a successful eGain implementation. Stephen started his career with Sterling Software where he managed the Northern European support centre. Using effective knowledge during his tenure at Sterling software, he moved into a Pre-Sales role, working with prospects and customers to achieve some of the results he attained. For the last 20+ years, Stephen has been involved in many aspects of the implementation of successful Customer Service environments and ensuring that customers attain the expected benefits
Knowledge Hubs | Turbocharge your CX and AX with KX (Knowledge-Guided Experience)
Contact center infrastructure provides the plumbing, but relevant knowledge—content and knowhow—needs to flow easily through the interaction pipes to meet your Customer Experience (CX) and Agent Experience (AX) goals.
Steve will discuss the latest research on the pain points that stand between customers and the experience they seek. He will explain how the Knowledge Hub concept gathers and organizes knowledge, and provides contact center managers with a truly effective solution that drives better CX and AX – – while reducing costs. Includes compelling case studies.