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Secrets of Customer Service Leaders – How They Differentiate by Darin...
Due to accelerating technology, your customers' expectations have changed. They can get their TV, music, shopping, and friends all "on demand" 24/7/365. They ex...
Is ‘Exception’ the Norm in Your Business? — Adaptive Case Man...
Are your customer service applications rigid and designed to serve limited types of "straight through" processes? How well can you handle the exceptions in the ...
When Social, Mobile, and Traditional Service Channels Collide
Join OSF Global Services, KANA, and Coveo in this roundtable Webinar and learn how to: Use analysis from social networking conversations to proactively troub...
One Size Doesn’t Fit All! – How to Create Differentiated Custom...
A one-size-fits-all strategy just isn't going to cut it anymore. Since service providers are challenged to provide tailored service at a reasonable cost, the ne...
Derive Powerful Insights from Email by Listening to the Voice of Your Custo...
KANA is excited to introduce KANA Service Experience Management (SEM) Social, a listening solution that delivers meaningful insights from customer interactions ...
Transforming Contact Centers: Best Practices from the Trenches
On this live event, you'll learn how three KANA customers have dramatically improved their agents' workflow-and, ultimately, service quality-by deploying adapti...
Six Best Practices for Agent Knowledge Management
Is your knowledge management system delivering desirable results? Implementing knowledge management in the contact center can have a profound effect on the qual...
What if Any Agent Could Handle Any Call?
Like all dedicated employees, agents just want to do their job well. But with rising complexity and disconnected technologies agents have to work with, it's a l...
Integrate Social Media into Your Customer Channels, Now!
With the popularity of social media and mobile devices, it's in an organization's best interest to interact with customers on their preferred communication chan...
Knowledge-Infused Processes: The Solution to Self-Service Woes
Ever since the dawn of the commercial Web, organizations have been looking for better ways to leverage the self-service nature of it for customer service. Altho...
How Well Is Your IT Equipped To Deliver Agile Customer Service Experiences?...
How do you ensure that what business demands, IT is able to deliver on time and on budget? How do you leverage your legacy systems investments to deliver a sin...
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