Learn from thought-leaders and hear what your peers in the field are saying.
Beyond Social Media Monitoring: Are You Listening?
Even if you already have a social media monitoring and response program in place, you're likely looking for methods to improve your efforts. To get the most out of your program, it is important to develop a solid strategy that incorporates monitoring best practices and the appropriate methods and technologies. Read more
Everyone Sells Everyone Serves - The New Mantra in the Age of the Customer
Are prospective customers leaving your website prematurely? Do you lay awake at night wondering why the abandonment rate on your website is so high? Read more
Beyond Social Media Monitoring: How Leading Brands Are Capitalizing on the Voice of the Customer
Launching and managing an effective social media listening program has become a strategic imperative. In this webinar, Jeff Zabin, bestselling author and research director at Gleanster, shares the latest research on best practices in generating actionable insights from the voice of the customer, based on the experiences of hundreds of Top Performers in the retail, financial services, consumer products, travel and telecommunication industries. Read more
Can you Deliver a Best-in-Class Customer Experience Across all your Channels
Organizations today are utilizing multiple channels like call centers, email, chat, and social media to serve their customers. Are you effectively utilizing all these channels? Read more
There are LOTS of mobile app vendors out there ConnectedBits, SeeClickFix, CitySourced, LoveCleanStreets, MyCouncil, LookingLocal, FixMyStreet, which presents a key problem for Government organizations - which one should they back? And with so many apps, sustainability is a real issue, with many of these vendors having already come and gone. Read more
Measure the Effectiveness of Social Media Monitoring
Implementing a Social Media Monitoring or Social CRM solution has become a necessity for any effective customer listening and engagement program. However there is little in the way of standard ROI or metrics to measure the effectiveness of such solutions. Read more
Best Practices for Creating Human Conversations and Connections in Call Centers
The history of human interaction with call centers has been one of low expectations. Why is it that when a customer service rep and customer speak, we quite often don't hear the desired level of interaction? Read more
Best Practices in Social Media Monitoring
If you don't already have a social media monitoring program in place, you're likely scoping solutions, or are at least thinking about the idea. To get the most out of your effort, it is important to develop a solid strategy that incorporates monitoring best practices and the appropriate methods and technologies. Read more
The New KM: The Heart of a Multi-Channel Customer Experience Roundtable
Customer Service has taken its place as the long-anticipated “killer app” for knowledge management. And rightly so - leveraging information into actionable knowledge is critical to answering customer questions, improving customer experiences and quickly and accurately resolving customer problems. Read more
Aligning Your Brand with Customer Experience Tips from Bestselling Author, Dr. Janelle Barlow
To stand out in today's competitive marketplace, your customer experience has to be aligned-with, and as unique-as your brand. While companies can spend millions of dollars on building their brand, many largely ignore how the brand is delivered during the customer experience. Read more
Search is an Indication of Failure — Explore the Wisdom of Guided Self-Service
Keyword searching has been accepted as a baseline method for finding what we want online -- "just Google it". Yet is search really the best method to find something quickly and easily, especially when our information needs are quite specific or complex? Read more
Mobilizing Government - Improving Access to Services and Citizen Engagement
Government in both the UK and North America is under considerable pressure to identify savings while maintaining vital frontline services. Government is leading a revolution in digital public service delivery, to improve public service, by bringing them online, increasing choice, allowing greater control, and enabling personalisation of services. Read more
Customer service is undergoing a dramatic revolution; from a relatively simple proposition—the call center—into a complex, multi-channel, multi-experiential process. The advent of social and mobile communities coupled with rising customer expectations has created the impetus for new thinking; the emphasis is finally being put on the experience itself. Read more
Due to accelerating technology, your customers' expectations have changed. They can get their TV, music, shopping, and friends all "on demand" 24/7/365. Read more.
Secrets of Customer Service Leaders – How They Differentiate by Daring to be Different
Today the secret to business success is good customer experience. Customer experience defines customer's perception of your company throughout the interaction life-cycle including pre-sales, purchase and then post-sales support. Read more.
Is 'Exception' the Norm in Your Business? — Adaptive Case Management to the Rescue
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? Read more.
When Social, Mobile, and Traditional Service Channels Collide
It's challenging enough for support organizations to manage traditional customer communications channels. But when you add social media and mobile devices to the mix it can become overwhelming. The popularity of these emerging channels has created a deluge of data for companies and customers to navigate. Read More.
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. Read More.
Derive Powerful Insights from Email by Listening to the Voice of Your Customers on Social Channels
KANA is excited to introduce KANA Service Experience Management (SEM) Social, a listening solution that delivers meaningful insights from customer interactions (email, chat), feedback (webforms, surveys) and social media (facebook, twitter, blogs). Our email solution, KANA Response, combined with SEM Social, means actionable insight for you. Read More.
Social Media Listening – How to Achieve Clarity
Embracing Social Media Listening enables organisations to capture, listen and understand the meaning of online chatter. Why do your customers contact you? Which channels do they use and why? What they do and don't like about their Service Experience. In addition organisations are able to identify and respond to critical issues, track emerging issues and trends and improve the service process. Learn what listening looks like and understand the practical application of those insights.
ING Case Study: Blending Knowledge with Process – the Recipe for Contact Center Success
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
Transforming Contact Centers: Best Practices from The Trenches
Join us for this complimentary event to learn:
- Common application challenges in contact centers
- How leading enterprises have transformed their contact centers with adaptive desktops
- How an adaptive desktop can make operations more efficient and agents more productive
- What technologies are required to deploy an effective agent desktop
ACM Live - Interview with Vikas Nehru
Adaptive Case Management represents a radical new approach for managing knowledge work. Tools for knowledge work to date have focused exclusively on the process, that is, the sequence, timing, and flow of information. Tools for knowledge work in the future have to focus primarily on the work, that is, the tools, methods, connections, and judgment needed to act on the information.
Xerox Case Study: Six Best Practices for Agent Knowledge Management
Implementing knowledge management in the contact center can have a profound effect on the quality and efficiency of your service operations. Customers benefit from interactions with more knowledgeable agents, who are empowered to resolve issues with greater speed, accuracy and consistency. Agent training costs can be substantially reduced, while job satisfaction increases as interactions with customers become more positive. Implementing knowledge management, however, requires careful planning. Success depends on an implementation with targeted goals and the development of knowledge that is closely aligned with service needs. Read more.
Everyone Sells Everyone Serves - The New Mantra in the Age of the Customer
Are prospective customers leaving your website prematurely? Do you lay awake at night wondering why the abandonment rate on your website is so high? Read more
Can you Deliver a Best-in-Class Customer Experience Across all your Channels
Organizations today are utilizing multiple channels like call centers, email, chat, and social media to serve their customers. Are you effectively utilizing all these channels? Read more
Aligning Your Brand with Customer Experience Tips from Bestselling Author, Dr. Janelle Barlow
To stand out in today's competitive marketplace, your customer experience has to be aligned-with, and as unique-as your brand. While companies can spend millions of dollars on building their brand, many largely ignore how the brand is delivered during the customer experience. Read more
Customer service is undergoing a dramatic revolution; from a relatively simple proposition—the call center—into a complex, multi-channel, multi-experiential process. The advent of social and mobile communities coupled with rising customer expectations has created the impetus for new thinking; the emphasis is finally being put on the experience itself. Read more
Due to accelerating technology, your customers' expectations have changed. They can get their TV, music, shopping, and friends all "on demand" 24/7/365. Read more.
Secrets of Customer Service Leaders – How They Differentiate by Daring to be Different
Today the secret to business success is good customer experience. Customer experience defines customer's perception of your company throughout the interaction life-cycle including pre-sales, purchase and then post-sales support. Read more.
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. Read More.
What if Any Agent Could Handle Any Call?
Like all dedicated employees, agents just want to do their job well. But with rising complexity and disconnected technologies agents have to work with, it's a losing battle. Read more.
How Well Is Your IT Equipped to Deliver Agile Customer Service Experiences?
How do you ensure that what business demands, IT is able to deliver on time and on budget? How do you leverage your legacy systems investments to deliver a single, efficient customer service process? Read more.
Flip The Funnel - How To Use Existing Customers To Gain New Ones
If your company is losing sales despite spending Millions of Dollars on Marketing activities, it may be because of an outdated focus on customer acquisition. Replacing lost customers with new ones is not only expensive, but extremely time consuming and wasteful. Read more.
Managing Unpredictability with Dynamic Case Management
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. Read more.
Balance the Competing Demands of your Customers and your Business
Are you:
- Walking the tight rope between competing demands of your customers and your business?
- Juggling process compliance and customer satisfaction against ever increasing cost?
- Lacking control over the service experience you are supposed to manage?
Evidence Based Service: The Importance of Aligning Your Customer Service Offerings to Your Brand
Keeping your customer service experience aligned with your brand promise requires new ways of doing business. "Evidence Based Service" is a new customer service methodology that can help companies align their service experience with their brand's value proposition. To implement evidence based service takes agility, control, and the ability to rapidly gain feedback and make changes to your customer service processes. View the slides
The New KM: The Heart of a Multi-Channel Customer Experience Roundtable
Customer Service has taken its place as the long-anticipated “killer app” for knowledge management. And rightly so - leveraging information into actionable knowledge is critical to answering customer questions, improving customer experiences and quickly and accurately resolving customer problems. Read more
ING Case Study: Blending Knowledge with Process – the Recipe for Contact Center Success
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
Xerox Case Study: Six Best Practices for Agent Knowledge Management
Implementing knowledge management in the contact center can have a profound effect on the quality and efficiency of your service operations. Customers benefit from interactions with more knowledgeable agents, who are empowered to resolve issues with greater speed, accuracy and consistency. Read more.
The Search is On. Optimizing Search Operations for the Customer Service Environment
This highly informative one-hour webcast will delve into the subject of optimizing search engines and knowledge bases specifically for use by customer service agents and customers themselves, via web self-service portals. We'll give you specific strategies to help your agents and customers find the answers they want faster and easier than ever before. We'll examine several best practices that will help locate the answers that are most relevant and appropriate to the customer's issue.
Using Knowledge Management in the Real World
Knowledge Management is hard. The value proposition of a knowledge solution is at times difficult to define. Its implementation requires coordination between many different lines of business. And the evolution of its content requires constant discipline and dedication. Read more.
Best Practices for Creating Human Conversations and Connections in Call Centers
The history of human interaction with call centers has been one of low expectations. Why is it that when a customer service rep and customer speak, we quite often don't hear the desired level of interaction? Read more
Is 'Exception' the Norm in Your Business? — Adaptive Case Management to the Rescue
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? Read more.
Transforming Contact Centers: Best Practices from The Trenches
Join us for this complimentary event to learn:
- Common application challenges in contact centers
- How leading enterprises have transformed their contact centers with adaptive desktops
- How an adaptive desktop can make operations more efficient and agents more productive
- What technologies are required to deploy an effective agent desktop
ACM Live - Interview with Vikas Nehru
Adaptive Case Management represents a radical new approach for managing knowledge work. Tools for knowledge work to date have focused exclusively on the process, that is, the sequence, timing, and flow of information. Read more.
SSPA and KANA – Uncovering the DNA of Great Customer Service
Customer satisfaction can be tied to a return on investment - the cost of good customer service can be quantified in the dollars gained because of repurchases. This webinar reports on benchmarks for customer satisfaction and loyalty for different industries. Read more.
Driving Customer Retention and Revenue Through Multi-Channel Customer Service
KANA and IBM joined forces in 2007 to survey the customer service experience of 72 US financial institutions. This was conducted as a "mystery shopper" exercise where researchers attempted to find answers to common questions relevant to each organization's line of business through online self-service and email.
Search is an Indication of Failure — Explore the Wisdom of Guided Self-Service
Keyword searching has been accepted as a baseline method for finding what we want online -- "just Google it". Yet is search really the best method to find something quickly and easily, especially when our information needs are quite specific or complex? Read more
Knowledge-Infused Processes: The Solution to Self-Service Woes
A key component to self-service success is the concept of infusing knowledge into the processes. With knowledge available and the infrastructure to support that availability, it also goes a long way towards fulfilling customers' expectations and delivering effective service. Read more.
Good customer service means being customer centric – and that entails understanding how your customers want to communicate with you and the type of service they expect to receive. Enterprise Feedback Management integrates feedback loops for all customer touchpoints. Feedback results help you listen to the voice of your customer base and better align with their needs. This webinar presentation describes how you should be implementing Enterprise Feedback Management, and reports on customer success stories.
Beyond Social Media Monitoring: Are You Listening?
Even if you already have a social media monitoring and response program in place, you're likely looking for methods to improve your efforts. To get the most out of your program, it is important to develop a solid strategy that incorporates monitoring best practices and the appropriate methods and technologies. Read more
There are LOTS of mobile app vendors out there ConnectedBits, SeeClickFix, CitySourced, LoveCleanStreets, MyCouncil, LookingLocal, FixMyStreet, which presents a key problem for Government organizations - which one should they back? And with so many apps, sustainability is a real issue, with many of these vendors having already come and gone. Read more
Mobilizing Government - Improving Access to Services and Citizen Engagement
Government in both the UK and North America is under considerable pressure to identify savings while maintaining vital frontline services. Government is leading a revolution in digital public service delivery, to improve public service, by bringing them online, increasing choice, allowing greater control, and enabling personalisation of services. Read more
The Power and Possibilities of Open311: A New Era of Open Government
Open311 has emerged as a new, interoperable standard for communication between third parties and government. Strongly influenced by the Open Government Initiative of the Obama administration, the Open311 standard, pioneered and promoted by San Francisco and other key cities in North America, will allow developers to create applications based on this common standard, let citizens use their favorite applications, and provide cities streamlined integration of these applications into existing systems. Read more
Contact Centers in the Age of Web 2.0 and all Things Social Media
As forward-thinking municipalities strive for ways to engage citizens in the management of their cities and counties providing access anytime, anywhere is critical. Be it from home or the office via their computers, or on the move through mobile devices, these new channels encourage community involvement, speed service delivery and reduce costs by enabling citizens to tap into various self-service options. Read more.
Balancing Human Services Agency Workflows - A New Era for LA County DPSS
The Los Angeles County Department of Public Social Services (DPSS) has been methodically and strategically rolling out a second customer service contact center to include a total of 3,000 district office workers and 245 eligibility workers / CSR's that exemplify the Virtual Front Office (VFO) concept pilot. By utilizing the contact center features of Lagan Enterprise Case Management™ for knowledge base, scripting and reporting with its existing eligibility system, LEADER, the Department can provide a seamless end-to-end customer service experience while realizing efficiencies with improved service access and delivery to its community. Read more.
Hampton, VA Pioneers 311 Contact Center Excellence
As local governments continue to get smarter about the way that their communities are served, CRM non-emergency contact centers are strategic to achieving the goals of better service delivery and improved inter-department transparency. With more sophisticated communication channels than ever before to engage citizens through social media, self service and mobile capabilities, the role of the contact center continues to expand with forward-thinking localities like Hampton, VA, at the front of the pack.
Boston's Breakthrough iPhone App -- Engaging Citizens Like Never Before
Learn how the City has taken its Lagan-powered Constituent Relationship Management (CRM) call center to new heights with the recent offering of its "Citizens Connect" iPhone app to further engage citizens in the management of their city. Designed by Connected Bits to enable citizens to report common non-emergency service requests including potholes, graffiti, streetlight outages, etc., this intuitive, free app empowers citizens to help improve their city from their mobile phones anytime, anywhere. Read more.
Knowledge is King in Baldwin County - A Call Center Case Study
Listen to the archived webinar, Knowledge is King in Baldwin County: A Call Center Case Study, to learn how Baldwin County, AL is delivering quality information and superior customer service through its call center. Knowledge is king in Baldwin County with an average of over 80% of its non-emergency calls per month consistently addressed with information in the Lagan knowledge base. Live and operational since July 2004, the Baldwin County Commission Call Center receives calls to over 200 government offices, agencies and departments into its central switchboard. Read more.
Saving Time and Money - A San Francisco 311 Case Study
A one hour, complimentary webinar featuring a case study on San Francisco 311, and its success using Business intelligence to achieve robust reporting and the recent the launch of web Self Service. Learn how the City is reducing costs in this tough economic climate through better data and more efficient citizen interaction with government. Read more
Beyond Social Media Monitoring: How Leading Brands Are Capitalizing on the Voice of the Customer
Launching and managing an effective social media listening program has become a strategic imperative. In this webinar, Jeff Zabin, bestselling author and research director at Gleanster, shares the latest research on best practices in generating actionable insights from the voice of the customer, based on the experiences of hundreds of Top Performers in the retail, financial services, consumer products, travel and telecommunication industries. Read more
Measure the Effectiveness of Social Media Monitoring
Implementing a Social Media Monitoring or Social CRM solution has become a necessity for any effective customer listening and engagement program. However there is little in the way of standard ROI or metrics to measure the effectiveness of such solutions. Read more
Best Practices in Social Media Monitoring
If you don't already have a social media monitoring program in place, you're likely scoping solutions, or are at least thinking about the idea. To get the most out of your effort, it is important to develop a solid strategy that incorporates monitoring best practices and the appropriate methods and technologies. Read more
When Social, Mobile, and Traditional Service Channels Collide
It's challenging enough for support organizations to manage traditional customer communications channels. But when you add social media and mobile devices to the mix it can become overwhelming. The popularity of these emerging channels has created a deluge of data for companies and customers to navigate. Read More.
Derive Powerful Insights from Email by Listening to the Voice of Your Customers on Social Channels
KANA is excited to introduce KANA Service Experience Management (SEM) Social, a listening solution that delivers meaningful insights from customer interactions (email, chat), feedback (webforms, surveys) and social media (facebook, twitter, blogs). Our email solution, KANA Response, combined with SEM Social, means actionable insight for you. Read more.
The new voice of the customer is loud! But, is it clear?
Experience Analytics, automates the nearly impossible task of really listening—to all your customers, all the time. By uncovering the topics, meaning, and sentiment in customer conversations, Experience Analytics accurately spots problems and trends, determines causality, and reports actionable insights from the massive amounts of customer feedback and social media chatter. Read more.
Social Media Listening – How to Achieve Clarity
Embracing Social Media Listening enables organisations to capture, listen and understand the meaning of online chatter. Why do your customers contact you? Which channels do they use and why? What they do and don't like about their Service Experience. In addition organisations are able to identify and respond to critical issues, track emerging issues and trends and improve the service process. Learn what listening looks like and understand the practical application of those insights.
Voice of the Customer Best Practices Across Multiple Channels
Understanding the customer experience at every brand touch point including the broader social media is challenging. If you could understand the Voice of the Customer across all channels, you could optimize loyalty and overall customer lifetime value. Forrester Research Analyst, Bruce Temkin, will present the latest findings within their customer experience index across industries as well as best practices for implementing a VoC program within your business.
How to Make Social Media Data Actionable
Social media provides a means by which customer intelligence professionals and strategic marketers can tap a wealth of new data to guide their decisions and actions. However, getting at actionable insight can prove to be difficult and questionable without considering several important factors.
How Online Customer Feedback Best Practices Can Help You Listen and Respond
Do You Hear What Your Customers Are Saying Right Now About Your Company?
During this webcast, you'll hear how Yahoo! established an online customer feedback program and about the impact it has had on their business. You'll learn what all marketing professionals should know about online customer feedback best practices and understand how to collect, analyze and report customer experiences in order to better guide your decisions regarding loyalty programs, customer care and product development. If listening and responding to direct customer feedback is good business, shouldn't you be listening too?
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