Released on: 8, February 2007
, Author: eGain Communications
, Audience: Software related
Mountain View, Calif., February 8, 2007 - eGain CommunicationsCorporation (OTC BB: EGAN.OB), provider of the industry's top-rated* customerservice and contact center software for in-house or on-demand SaaS deployment, todayannounced the results of a survey of customer service and helpdesk executives.Sponsored by eGain, the study was conducted and results compiled bysupportindustry.com and crmindustry.com between November 2006 and January 2007.
The survey focused on a wide array of strategic and tactical issues in multichannelcustomer service and support, including the importance of customer service to thebusiness value proposition, multichannel integration, web self-service, contactcenter knowledge management, service level management and contact center andhelpdesk performance management. Survey respondents comprised of high-levelexecutives and managers, who are members of supportindustry.com and crmindustry.com,leading online communities for customer-facing professionals. Responsible forfunctions such as customer service, web self-service, ebusiness, IT support contactcenters, marketing and sales, the respondents represented a range of industrysectors.
Key findings include the following:
 More than three-quarters (77%) of the respondents said customer service played aprimary role in their business value proposition, and 66% said service emphasis intheir value proposition increased in 2006. 43% said they were launching a major customer service or contact center knowledgemanagement initiative in 2007, with an overwhelming majority (86%) of respondentsexpecting their budgets to increase at least somewhat in 2007.  Only 26% of respondents had achieved a single view of all customer interactionsand 44% had not established service levels for every customer communication channelthey offered.
To get a complimentary copy of this comprehensive report, click herehttp://www.egain.com/land ingus/report_supportindustry.a sp?id
Source: Express-Press-Release.com
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