Webinar on Blending Knowledge with Process: The Recipe for Contact Center
The quality and effectiveness of service delivered by contact centers is heavily dependent on your agents. It is not by accident that these agents are referred to as "knowledge workers." They need to understand the customer needs, their issues, resolve them quickly and also identify opportunities of sale. As such, the technology that's provided to enable this, should do just that and not stand in their way. Hear directly from KANA customer, ING, how Knowledge Management, when integrated with the service processes, delivers not only efficient service but effective experiences. Join Amsterdam based, Knowledge Management expert, Adam Fuller, Project Manager — Call Solutions of ING, for a live one-hour webinar to learn how ING is using knowledge to: ● ● ●
Meld Knowledge Into The Agent Workflow Make Knowledge Interactive Within The Agent Interface Improve Knowledge Delivery Via Process Based Analytics
Date & TimeJuly 14, 2011, at 3:00PM GMT/ 11:00 AM EDT/ 8:00 AM PDT PresentersAdam Fuller, Project Manager — Call Solutions, ING, Vikas Nehru, Vice President of Product Marketing at KANA
Webinar URL
http://www.kana.com/better-practices/webinar-blending-knowledge-with-process-ing.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.
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