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  1. Webinar notes - @DrNatalie: In fact, I see social media as a business transformation tool #social #KM 12:12 PM Dec 15th from web
  2. Webinar notes - Don Muchow: No, it's not a fad; ignore social media at your peril #eGainService #social #KM 12:11 PM Dec 15th from web
  3. Webinar notes - Don Muchow: The expert's ability to contribute through mobile devices under-exploited #eGainService #social #KM 12:08 PM Dec 15th from web
  4. Webinar notes - @DrNatalie: Yes, social media requires different agent skills; v public + agents need more leeway to solve issues #KM 12:05 PM Dec 15th from web
  5. Webinar notes - @DrNatalie: Who owns social media in the org? It takes a village to solve issues in the cloud :) #eGainService #social #KM 12:03 PM Dec 15th from web
  6. Webinar notes - Don Muchow: eGain BPAS is a free study to help analyze inquiry types and streamline processes #social #KM 11:58 AM Dec 15th from web
  7. Webinar notes - Don Muchow: Social media strategy--Publicize social channels; acknowledge and reward customer contribution #social #KM 11:55 AM Dec 15th from web
  8. Webinar notes - Don Muchow: Social media strategy--Scrubbing by in-house authors imp #eGainService #social #KM 11:53 AM Dec 15th from web
  9. Webinar notes - Don Muchow: Social media strategy--Focus on high-value, high-knowledge customers #eGainService #social #KM 11:53 AM Dec 15th from web
  10. Webinar notes - Don Muchow: Social media strategy--go for low-hanging fruit; assess opportunity #eGainService #social #KM 11:52 AM Dec 15th from web
  11. Webinar notes - Don Muchow: Harvested information can be published in many ways #eGainSocial #social #KM 11:50 AM Dec 15th from web
  12. Webinar notes - Don Muchow: A social queue routes issues to agents and they respond from the unified agent console #eGainService #social #KM 11:48 AM Dec 15th from web
  13. Webinar notes - Don Muchow: You need to be part of the social conversations that are about you; or customers will go around you #social #KM 11:45 AM Dec 15th from web
  14. Webinar notes - Don Muchow: Customers will pick the channel that makes sense for them; enabled by an open CIH platform #social #KM 11:43 AM Dec 15th from web
  15. Webinar notes - @DrNatalie: I invite you to the social revolution--it's fun, interesting, & game-changing #social #KM 11:34 AM Dec 15th from web
  16. Webinar notes - @DrNatalie: Learn and share; people in social media are v helpful #social #KM 11:33 AM Dec 15th from web
  17. Webinar notes - @DrNatalie: Executive buy-in imp for your social media efforts, too #social #KM 11:33 AM Dec 15th from web
  18. Webinar notes - @DrNatalie: Good KM systems help understand the intent of the question and provide a more relevant answer #social #KM 11:30 AM Dec 15th from web
  19. Webinar notes - @DrNatalie: KM more imp than ECM in customer service due to relevancy; imp to reduce time needed to find answers #social #KM 11:29 AM Dec 15th from web
  20. Webinar notes - @DrNatalie: Companies are redistributing v practical, useful info mined from social channels #social #KM 11:26 AM Dec 15th from web
  • Name eGain
  • Location Mountain View, CA
  • Web http://www.egain.com
  • Bio eGain is a leading provider of multichannel customer service and knowledge management software for on-site or on-demand deployment.
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