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Bally Total Fitness CIO, Guy Their, shares how KANA has helped transform its customer service and whipped the leading Health club’s processes into shape. Powering a single customer view across multiple channels, watch this video to learn about Bally Total Fitness’ world-class contact center journey and how it created flexibility to become a customer service heavyweight.
The spirit of civic engagement is alive and well in the City of Boston. Hear from Justin Holmes, Director of Constituent Engagement at Office of Mayor Menino, to learn about the value of delivering responsive, modern service to residents with technology. With nearly half of all constituent cases arriving via the city website or mobile device, Boston residents have become the best civic entrepreneurs thanks to the Citizens Connect mobile app. Watch the video »
Katie Grist, Senior Knowledge Manager and Content Analyst of Cox Communications shares the story behind its exceptional customer experience, which spans multiple self-service channels and embraces Social Media, Knowledge Management and the Web. Learn how Cox set themselves up for success with dynamic reporting to drive continuous improvements and reduced operational costs. Watch the video »
Hear from Cory Fleming, Program Director, ICMA 311/CRM Technical Assistance Services, about best practices for leveraging 311 CRM in local government. ICMA is a trusted thought-leader with research focused on how 311/CRM systems in local government contribute to improved customer service and facilitate greater citizen engagement. Watch the video »
Learn from Louise Moore, Head of Customer Experience Architecture at IFDS, how it developed "one version of truth" by creating a central store of knowledge internally and externally throughout the global organization. Agents have confidence that they can easily and accurately answer complex questions around the dozens of brands served by IFDS with this powerful product that was truly built "for the people, by the people." Watch the video »
Bally Total Fitness CIO, Guy Their, shares how KANA has helped transform its customer service and whipped the leading Health club’s processes into shape. Powering a single customer view across multiple channels, watch this video to learn about Bally Total Fitness’ world-class contact center journey and how it created flexibility to become a customer service heavyweight. Watch the video »
Katie Grist, Senior Knowledge Manager and Content Analyst of Cox Communications shares the story behind its exceptional customer experience, which spans multiple self-service channels and embraces Social Media, Knowledge Management and the Web. Learn how Cox set themselves up for success with dynamic reporting to drive continuous improvements and reduced operational costs. Watch the video »
Learn from Louise Moore, Head of Customer Experience Architecture at IFDS, how it developed "one version of truth" by creating a central store of knowledge internally and externally throughout the global organization. Agents have confidence that they can easily and accurately answer complex questions around the dozens of brands served by IFDS with this powerful product that was truly built "for the people, by the people." Watch the video »
Clare Dorrian, Senior Director Worldwide Programs at KANA, gives a summary of how KANA is helping leading UK charity Marie Curie Cancer Care revolutionize their referral center. Watch the video »
Yahoo! relies on KANA Enterprise Experience Analytics to listen to feedback from its customers and aggregate direct product feedback suggestions to identify hot topics, emerging issues and enhancement requests. Watch the video »
The spirit of civic engagement is alive and well in the City of Boston. Hear from Justin Holmes, Director of Constituent Engagement at Office of Mayor Menino, to learn about the value of delivering responsive, modern service to residents with technology. With nearly half of all constituent cases arriving via the city website or mobile device, Boston residents have become the best civic entrepreneurs thanks to the Citizens Connect mobile app. Watch the video »
Fort Wayne takes its 311 call center to new heights with performance management and customer engagement improvement initiatives. Hear from Julie Sanchez, Director of Citizen Services for the City of Fort Wayne, IN about the merits of the City’s performance scorecard across 19 departments. Watch the video »
Hear from Cory Fleming, Program Director, ICMA 311/CRM Technical Assistance Services, about best practices for leveraging 311 CRM in local government. ICMA is a trusted thought-leader with research focused on how 311/CRM systems in local government contribute to improved customer service and facilitate greater citizen engagement. Watch the video »
Minneapolis 311 continues to stretch the limits of possibility with its 311 non-emergency call center. Learn how Minneapolis 311 truly demonstrates the broad scope of use for 311. Posted on April 21, 2009. Watch the video »
The city and county of San Francisco has led the way in engaging with and serving residents in an open and accessible way, 24 x 7 with the San Francisco 311 Customer Service Center. From a call center, to a self-service website, to an ever-expanding list of communication channels, the city needed to ensure that the millions of requests for services and information received annually are quickly and cost-effectively processed. Watch the video »
President Obama's CIO, Vivek Kundra, joins Mayor Gavin Newsom to launch a national Open 311 API that will transform 311 Customer Service Centers into tools of even greater value. Posted on March 3, 2010. Watch the video »
Toronto Mayor David Miller cuts the ribbon and officially opens the 311 Contact Center in Toronto, with City Manager Joe Pennachetti and Deputy City Manager Sue Corke, Project Sponsor. Posted on September 24, 2009. Watch the video »
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