Independent Research Firm Names KANA a “Leader” in the Magic Quadrant for CRM Web Customer Service
KANA Software, Inc., a world leader in software solutions for Service Experience Management (SEM), today announced that it has been recognized as a Leader by Gartner, Inc in the 2011 Magic Quadrant for CRM Web Customer Service
Uploaded by: kanasoftware Added: 8 months ago Views: 98 Thumbs: 0 Comments: 0
Tags: customer service chat email response customer service solutions
Enhancing Agent Knowledge Management in the Call Center
According to the Service and Support Professionals Association (SSPA), the most frequent customer complaint about service and support is the length of time it takes most organizations to settle incidents. This challenge occurs as call agents often have incompetent techniques of sharing information within the organization.
Uploaded by: kanasoftware Added: 9 months ago Views: 83 Thumbs: 0 Comments: 0
Tags: Agent Desktop Web Self Service Customer Service Chat eMail Response
Six Best Practices of Knowledge Management
The quality and efficiency of your service operations can be improved with the implementation of knowledge management in the contact center. Customers benefit from interactions with more knowledgeable agents, who are empowered to resolve issues with greater speed, accuracy and consistency.
Uploaded by: kanasoftware Added: 1 year ago Views: 217 Thumbs: 0 Comments: 0
Tags: knowledge management customer service implementation web self service email response
Making Email a Part of the Web Self Service Strategy
With emails companies can reduce their cost per contact by up to 75-80 percent compared to phone interactions as emails are said to be one of the fastest growing customer service channels. Although Web self-service, Web chat and communities receive more ink and visibility, email continues to grow steadily and while customers want to use email
Uploaded by: anon-516861 Added: 7 months ago Views: 83 Thumbs: 0 Comments: 0
Tags: knowledge management software Customer Experience Management Social CRM eMail Response
Upcoming Webinar on When Social, Mobile and Traditional Service Channels Collide
Join OSF Global Services, KANA, and Coveo in this one-hour complimentary webinar, "When Social, Mobile, and Traditional Service Channels Collide" and learn how to analysis from social networking conversations to proactively troubleshoot with customers via live online chats on Sep 21, 2011 ,11:00AM PT / 2:00 PM ET / 7:00PM GMT.
Uploaded by: kanasoftware Added: 8 months ago Views: 64 Thumbs: 0 Comments: 0
Tags: customer service chat email response customer service solutions webinar
Why is a Multi-Channel Service Strategy Necessary.doc
Multi-channel services can do a lot for enhancing the customer experience. And an effective multi-channel service does a lot more than just offering numerous several channels. Ideally a successful multi-channel customer service looks at providing a flawless cross-channel customer history across all touch points, providing a unified knowledge and processes to facilitate consistent resolution regardless of channel and effectively handling expected growth.
Uploaded by: kanasoftware Added: 9 months ago Views: 87 Thumbs: 0 Comments: 0
Webinar on Blending Knowledge with Process The Recipe for Contact Center
KANA’s customer service solutions is pleased to have Adam Fuller, Project Manager — Call Solutions, ING, & Vikas Nehru, Vice President of Product Marketing at KANA presenting a one-hour complimentary webinar on Making Knowledge Interactive Within The Agent Interface on July 14, 2011, at 3:00PM GMT/ 11:00 AM EDT/ 8:00 AM PDT
Uploaded by: kanasoftware Added: 10 months ago Views: 73 Thumbs: 0 Comments: 0
Tags: customer service chat email response customer service solutions Knowledge Management
Tips for Providing Exceptional Email Service
Email response is supposed to give customers quicker answers and solutions while allowing companies to slash operations costs.
Uploaded by: kanasoftware Added: 9 months ago Views: 107 Thumbs: 0 Comments: 0
Tags: Email response Agent Desktop Customer Experience Management Web Self Service
Creating a Remarkable Web Self Service Experience
The convenience of the web is what most customers want when they are for help or answers to any issues that they may be facing. With this channel, there has been tremendous growth, particularly for activities like researching a product or service prior to determine what to buy. Customers would like an efficient solution that meets their needs.
Uploaded by: kanasoftware Added: 8 months ago Views: 65 Thumbs: 0 Comments: 0
Tags: web self service Customer Experience Management Agent Desktop eMail Response
Take Control of Agent desktop - Your Customer Service Powerhouse
Customer service is first and foremost that a customer comes in contact with. Thus without proper control of the agent desktop, you're not in control of the experience your customers are receiving.
Tags: agent desktop Web Self Service Customer Experience Management eMail Response
Competent government services via customer service solutions (1)
Several agencies appointed to provide government services have their own system of working. They work with different and individualistic technological applications that are incompatible in nature. This hinders the process of integration and collaboration amongst the different programs and the maintenance incurs expense.
Uploaded by: kanasoftware Added: 11 months ago Views: 81 Thumbs: 0 Comments: 0
Tags: customer service solutions customer service experience web self service email response
Achieving Proficiency in Customer Service Delivery
Contact centers are extensions of business operations meant for providing support service to customers. The value of superior customer service experience has made businesses realize the profitable potentials, resulting in the emergence of these specialized units dedicated to address the concerns of the customers.
Uploaded by: kanasoftware Added: 1 year ago Views: 160 Thumbs: 0 Comments: 0
Tags: email response web self services customer service solutions customer service experience
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