Is 'Exception' the Norm in Your Business? — Adaptive Case Management to the Rescue
Event Details
Recorded: October 6, 2011.
What: A one-hour complimentary webinar, "Is 'Exception' the Norm in Your Business? — Adaptive Case Management to the Rescue"
Presenters:
Ajay Khanna, Senior Director, Product Marketing, KANA
Kelly O'Connor, Senior Solutions Engineer, KANA
Watch the recording: Complete the form and get instant access to this webinar
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 process? What if each case and each call was different?
The business environment is becoming increasingly complex. This complexity is created due to multiple products, different SLAs and entitlements, fast changing business conditions and multiple interaction channels. We cannot design applications for all possible combinations, but we can design to manage the unstructured nature of business by creating applications that understand the context and serve contextual UI, knowledge, and processes. To meet the needs of today's customer service standards you need Adaptive Case Management where the Process, UI and Knowledge adapt to the context of the interaction. This supports flexibility, providing a customer experience that's expected, vs. being artificially pushed through the lowest common denominator process, creating inevitable frustration.
In this webinar we'll discuss:
- Unpredictability in customer service
- How Adaptive Case management addresses this unpredictability
- How Adaptive UI, Knowledge and Processes are managed in Service Experience Management (SEM)
You will also have an opportunity to see a demo of KANA SEM and Adaptive Case Management during this one-hour webinar.
Complete the form and get instant access to this webinar.
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