I am curious what sort of KPIs you all are using to show the value of your eGain investment? Things like adoption rate, etc. I am sure. But is anyone doing anything that you maybe think is “different” to show value?
As I think about my employee experience of using our Knowledge Base - I am aiming for a 2 Click - 10 seconds to Answer goal. I want to see my users get served their answer and be back on their way to doing thier job within 2 clicks of their mouse (one to enter a search question - and one to open a result or to clarify their question) or within 10 seconds of “looking”. I feel like this is a very ambitious goal - but it is what is driving me.