Managing Unpredictability with Dynamic Case Management
Event Details
Recorded: February 16, 2011
What: A one-hour complimentary webinar, "Managing Unpredictability with Dynamic Case Management"
Speakers: Ajay Khanna, Senior Director Product Marketing, KANA
Watch the Recording: Complete the form and get instant access to this webinar
If you think case management is all about capturing customer notes and efficient call wrap-ups, think again. In today's complex unpredictable world, you cannot predict the type of cases your knowledge worker will work on. These may range from trouble ticketing, customer returns, loan applications, chronic care management, fraud reporting, phone banking, etc. You cannot anticipate or 'code' your applications for all those possible scenarios. What you need is an efficient and dynamic system that adapts to the context of the customer and is flexible to accommodate any unforeseen scenario that customer interaction presents.
The users participating in the webinar will learn:
- Why traditional CRM is insufficient?
- What are the key components of dynamic case management, including process, collaboration, knowledge, documents, communications, solutions etc.?
- What are the current challenges in customer service organizations?
- How dynamic case management solves those challenges?
Watch the webcast now and learn how to manage unpredictability with dynamic case management
Speakers
Ajay Khanna
Senior Director Product Marketing, KANA
Ajay Khanna is responsible for Product Marketing at KANA software. Ajay has more than 14 years of technology experience in BPM, CRM and ERP systems. Past roles include consulting, engineering, software design, and product management. Prior to KANA he managed product marketing and product management for Savvion BPM which was acquired by Progress Software. He helped design and develop business applications for Amdocs (Clarify) CRM. He holds a Masters in Business Administration from Santa Clara University and a Bachelors of Engineering from Thapar University.
Complete the form and get instant access to this webinar.
See the product in Action
OR
We will create a demo tailored to your business needs and environment!
Ready to transform your service experience? Get Started