Webcasts

Service Experience Management

  • Evidence Based Service: The Importance of Aligning Your Customer Service Offerings to Your Brand
    Keeping your customer service experience aligned with your brand promise requires new ways of doing business. "Evidence Based Service" is a new customer service methodology that can help companies align their service experience with their brand's value proposition. To implement evidence based service takes agility, control and the ability to rapidly gain feedback and make changes to your customer service processes.
    Join TSIA's John Ragsdale and an expert panel from KANA in this on-demand webcast where you'll learn what Evidence Based Service is, how it is done, how it has been successfully utilized by other companies, and how it can actively "move the needle" for your customer service offering.

Knowledge Management

  • The Search is On. Optimizing Search Operations for the Customer Service Environment
    This highly informative one-hour webcast will delve into the subject of optimizing search engines and knowledge bases specifically for use by customer service agents and customers themselves, via web self-service portals. We’ll give you specific strategies to help your agents and customers find the answers they want faster and easier than ever before. We’ll examine several best practices that will help locate the answers that are most relevant and appropriate to the customer’s issue.

  • Getting It Right the First Time, Six Best Practices That Lead to Higher Rates of First Call Resolution
    One of the key performance indicators for increasing customer satisfaction is the percentage of customer service issues that can be resolved with the first call. In this thought-leading, one-hour webcast we’ll look at the main challenges and factors that work against getting it right the first time. We’ll discuss the ramifications and costs of repeated customer calls and the damage this can do to your bank’s brand and profitability.

  • Using Knowledge Management in the Real World

    Knowledge Management is hard. The value proposition of a knowledge solution is at times difficult to define. Its implementation requires coordination between many different lines of business. And the evolution of its content requires constant discipline and dedication.

    This webinar presentation outlines winning strategies in successfully implementing a knowledge solution – from project definition, to developing and evolving content, to measuring and declaring success.

eService

  • Email Customer Support – Embrace It or Replace It? Following These Six Best Practices Can Make All the Difference
    In this thought-provoking, one-hour webcast we’ll look at some of the Best Practices that can make your Email Response Management System (ERMS) more effective and efficient. We’ll look at how several large-scale consumer enterprises have succeeded in creating ERMS that truly delivers business value as well as positive customer experiences. We’ll show examples of how KANA customers are using ERMS, as an important part of their multi-channel service strategy to deliver just the right answer, via the most appropriate channel.

Multi-Channel Customer Service

  • Bank Tech News & KANA - Achieving Business Value Through Multi-Channel Customer Service
    In this webcast, we will discuss the nature of true multi-channel service to explore:

    1. The business drivers behind multi-channel service
    2. The components of true multi-channel service
    3. How true multi-channel service positively impacts ROI
    4. Real-world examples of how multi-channel solutions have improved customer loyalty and business efficiency

  • DCRM & KANA - Achieving Business Value Through Multi-Channel Customer Service
    Multi-channel customer service is here to stay. When it comes to getting help and answers, customers are no longer willing to accept just one or two channels. Today, they take it as a given that they can get service over just about any channel they want. Phone, email, chat, Web self-service, kiosks, IVR, SMS, or in-store visits ¡V all are the expected norm.

  • DCRM and KANA - Uncovering the Secrets to Great Customer Service. How do the Best Companies Achieve Award Winning Status
    Good customer service means being customer centric – and that entails understanding how your customers want to communicate with you and the type of service they expect to receive. Enterprise Feedback Management integrates feedback loops for all customer touchpoints. Feedback results help you listen to the voice of your customer base and better align with their needs. This webinar presentation describes how you should be implementing Enterprise Feedback Management, and reports on customer success stories.

  • SSPA and KANA – Uncovering the DNA of Great Customer Service

    Customer satisfaction can be tied to a return on investment - the cost of good customer service can be quantified in the dollars gained because of repurchases.

    This webinar reports on benchmarks for customer satisfaction and loyalty for different industries. In addition, several case studies are presented which highlight how Xerox, BrighHouse Networks and the City of Amsterdam have been able to achieve consistently high ratings for customer satisfaction.

  • Driving Customer Retention and Revenue Through Multi-Channel Customer Service

    Sunny Banerjea, Global Solution Executive from IBM, makes a compelling argument for the business case of implementing good customer service. In this webinar presentation, he reports on the total costs of customer defection due to poor customer service.

    In addition, IBM and KANA conducted a “mystery shopper” exercise to evaluate the health of customer service offerings of 72 US financial services businesses. The joint results are presented along with actionable steps to improve your customer service offering.