Rogue Credit Union Elevates CX with eGain Knowledge Hub
18 Octubre 2023 - 5:30AM
eGain Corporation (NASDAQ: EGAN), the leading knowledge hub for
customer engagement, announced that Rogue Credit Union has deployed
its top-rated solution to assist contact center agents and retail
bankers across the business.
According to the Forrester CX Index, financial services CX
performance continues to struggle. In fact, in 2023 it was even
lower than it was in 2017. At the same time:
- 53% of banking contact center agents say that customer queries
are getting more complex (Source: 2022 BenchmarkPortal AX
Study)
- 75% of financial institutions do not provide agent assistance
tools (Source: 2023 KMWorld Survey.)
To address these challenges, Rogue Credit Union replaced their
legacy knowledge system with the eGain Knowledge Hub. To start
with, the solution was deployed over six hundred contact center
agents and other internal employees to handle member queries across
a broad range of topics, including transactions, promotions,
account opening, and credit cards for personal, business, and
specialty account holders. Since go-live, agent adoption of
knowledge has increased by 40% and answer effectiveness has surged
by 47%.
“Credit union members are owners,” said Amy Durst, AVP of
Internal Support at Rogue Credit Union. “eGain Knowledge Hub will
help us provide the kind of personalized experiences that our
members deserve.”
“Service is the sustainable difference in financial services,”
said Ashu Roy, eGain CEO. “We are pleased to help Rogue Credit
Union provide superior service at scale with innovative
technology.”
About eGainInfused with AI and analytics, eGain
Knowledge Hub improves customer experience and reduces agent effort
with virtual assistance, self-service, and modern agent desktop
tools. Visit www.eGain.com for more
info.
eGain, the eGain logo, and all other eGain product names and
slogans are trademarks or registered trademarks of eGain 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.
eGain media contactMichael
MessnerEmail: press@egain.comPhone: 408 636 4514 |
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