SUNNYVALE, Calif., Aug. 14, 2024 (GLOBE NEWSWIRE) — eGain (NASDAQ: Egan), the leading knowledge platform for customer engagement, today announced the publication of Knowledge Management for Dummies, Second Special Edition from eGain, by John Wiley & Sons. Available in both electronic and physical formats, the Second Special Edition is an updated version of the popular First Edition, which has been downloaded thousands of times.
According to Gartner, 100% of GenAI virtual customer assistants and contact center agents will fail without knowledge management (KM) by 2025. While demystifying KM, this edition includes a new chapter dedicated to GenAI and how KM is critical to your success. It also includes real-world case studies of how KM and GenAI work together to deliver reliable responses to customers and employees, helping to automate and transform the KM and customer service lifecycle.
The book’s contents include the following:
- Definition of modern knowledge
- Create a business case
- Explore use cases
- Fast GC charging with GenAI
- GC and GenAI Regulation
- Best practices for success
- Case Studies
- Choosing a Technology and Solutions Partner
“Based on lessons learned from successful early adopters, companies are deploying GenAI on a trusted GC basis with experts in the loop,” says Ashu Roy, CEO of eGain. “This book goes beyond theory and shows how to quickly achieve business value using proven technology and best practice formulas.”
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Print edition: Available at the eGain booth at GC and CX conferences.
About Wiley
Wiley is one of the world’s largest publishers and a global leader in scholarly research and professional development education. Founded in 1807, Wiley enables discovery, advances learning, and shapes the workforce. Through industry-leading content, digital platforms, and knowledge networks, the company fulfills its eternal mission of unlocking human potential. Visit us at Wiley.comFollow us on Facebook, twitter, LinkedIn and Instagram.
About E-Gene
The eGain Knowledge Hub helps improve customer experience and reduce costs by providing reliable customer service answers. For more information, go to www.eGain.com.
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Michael Messner
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eGain, the eGain logo, and all other eGain product names and logos are trademarks and registered trademarks of eGain Corp. in the United States and/or other countries. Other company and product names mentioned in this release may be trademarks or registered trademarks of their respective companies.
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