Upcoming Webinar One Size Doesn't Fit All! - How to Create Differentiated Customer Experiences 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 next best alternative for them is to go for the least common denominator and hope that the "average customer" will be happy with the service. Herein lies the problem. Personalization of service experience does not necessarily equate to a large investment with white gloved treatment. What's required is a need to analyze the data that's gathered from your interactions with the customer with adaptive processes that can adjust to the needs of the customer. Service Experience Management (SEM) technology provides precisely that. KANA SEM helps you to offer customer service experiences based on customer value, type of product or service or customer need. It also enables segmentation by other parameters that are unique to your customers or business. This means your company will provide the right service at the right cost so that your customers will be more likely to complete transactions, having been offered what they actually want and need. The SEM technology behind the enablement of differentiating experiences includes: adaptive case management, adaptive desktops, knowledge infused processes, and sentiment analysis. It helps you understand what the customer needs in order to tailor the experience specifically for them. In this webinar you will learn how SEM: 1.
Helps you design adaptive processes for differentiated experiences
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Provides the right knowledge at the right point in time for the right customer with knowledge-infused processes
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Delivers differentiated experiences with agents' use of scripts and adaptive desktops
You will also have an opportunity to see a demo of KANA SEM during this one-hour webinar. Date & TimeEMEA - September 13, 2011, 8:00AM PT / 11:00AM ET / 4:00PM GMT North America - 11:00AM PT / 2:00 PM ET / 7:00PM GMT PresentersVikas Nehru, Vice President, Product Marketing, KANA , Kelly O'Connor, Senior Solutions Engineer, KANA Webinar URL
http://www.kana.com/customer-service-experience-management/webinars/create-differentiated-customer-experiences.php About KANA KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives managers total control over the customer service process, so they can take care of their brand while taking care of customers. By unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved NPS at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley and has offices worldwide.
EMEA- REGISTER NOW North America - REGISTER NOW Š2011 KANA Software, Inc. Know more -customer service chat, email response, agent desktop