Upcoming Webinar - 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. Although the benefits of selfservice are many (including: low cost, easy to maintain, reduced human interaction), many fail to acknowledge the core principle for success: self-service is not a replacement to personto-person interaction, it is a preamble to it. It is impossible to avoid contact with the customer when they are in need – why would anyone want to? Since delivering and surpassing their expectations at these times is what builds and increases loyalty, a properly designed and deployed self-service solution is critical. A key component to self-service success is the concept of infusing knowledge into the processes. With knowledge available and the infrastructure to support that availability, it also goes a long way towards fulfilling customers’ expectations and delivering effective service. Join this live webinar to seek answers to the following questions: •
What is a knowledge-infused process?
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How does the concept apply to customer service?
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How does it fulfill the destiny and promise of self-service?
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How can a customer service organization implement knowledge-infused processes?
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Can an organization avoid deploying another silo solution?
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What are the benefits of using knowledge-infused process?
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What does the service continuum look like with knowledge-infused processes?
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Can knowledge-infused processes drive better customer experiences?
Date & TimeWatch this live webinar on March 24 at 10AM Pacific, 1PM Eastern, 6PM GMT PresentersEsteban Kolsky Principal & Founder, ThinkJar Esteban has over 22 years of experience in customer service and CRM consulting, research,
and advisory services. Most recently he spent eight years at Gartner, focused on Customer Service and CRM research. While there he coined the terms for EFM (enterprise feedback management) and CIH (customer interaction hub). In addition, he researched and wrote on the social networking topics that led to today’s revolution and assisted Fortune 500 and Global 2,000 organizations in all aspects of their CRM deployments. Estiban is currently advising vendors and organization how to extend customer interactions from the CRM niche to the entire organization in their efforts to become Social Businesses. Webinar URLhttp://www.kana.com/webinars/knowledge-infused-processes.html About KANA KANA, the leader in Service Experience Management, provides solutions that deliver a customer service experience that successfully balances customer interests with business goals. KANA's clients report double-digit increases in customer satisfaction, increased revenue growth while reducing contact center costs by an average of 20 percent. KANA's awardwinning solutions are proven in more than 600 companies worldwide, including approximately half of the world's largest 100 companies. For more information, visit www.KANA.com. REGISTER NOW KANA Software, Inc. Copyright 2006 - 2010
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