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Your Customers Are Demanding Omni-Channel Communications. What Are You Doing About It?
Consumers are changing how they communicate in their daily lives. Text-based communications via mobile devices, and the social Web in particular, are being used more and more by consumers as an...
Read more »
Research undertaken by KANA and CCA provides insights into some of the emerging trends and ways in which organizations are striving to future proof their customer service offerings by adapting their...
Read more »
Serving the Digital Customer in an Age of Austerity
The Public Sector is facing unprecedented challenges as a result of the converging pressures of the digital customer and the long-running recession. There has possibly never been a time where...
Read more »
Minimizing Effort to Maximize Loyalty
In the digital age information flows quickly and with few barriers. Companies cannot rely on anecdotal evidence or what company executives think "should" be adequate customer self-service...
Read more »
Customer Service Knowledge Management (CSKM) is about facilitating timely solutions to customer service problems by getting the right information to the right person at the right time. Best-of-breed...
Read more »
Social Media 2012: State of Adoption Report
Social media has the justifiable attention of business leaders for its ability to help them improve how they interact with customers even while reducing the costs of transactions. But the rollout is...
Read more »
Patricia Seybold Group KANA Experience Analytics
KANA Experience Analytics is the social-service offering from KANA. The product monitors, analyzes, and acts on customer conversations on the social web and on internal channels. KANA Experience...
Read more »
Delivering a Seamless Customer Experience with Multi-Channel Support
In this study, the Aberdeen group surveyed 180 service professionals and identified patterns and metrics benchmarks that distinguish Best-in-class companies from the average performers. Leading...
Read more »
Best Practices for Integrated Listening
Listening to customers does not mean the same thing today as it did five years ago. Today consumers have found strength in numbers. In essence, the community is becoming the consumer. Socialization...
Read more »
Automated Listening vs. Keyword-based Monitoring
The monitoring of user-generated content has become increasingly important as companies seek to mine large volumes of text-based brand conversations across today's complex web of customer...
Read more »
Why Not Do It By Hand? Manual Processing Vs Automated Listening
Increasing the effectiveness of captive and independent agents is crucial to promoting and sustaining growth in the insurance industry. To increase agent loyalty, enhance their readiness to sell and...
Read more »
Customer Listening and Machine Learning
Most companies make great efforts to listen to their customers. They may sponsor a survey, assemble a focus group, or even hire a market research firm. Such efforts emphasize getting specific answers...
Read more »
Volume vs Meaning: Effective Customer Listening Requires More Than Keywords
Is it your job to listen to and analyze social media messages and direct customer feedback about your product, brand, or service? Are you leading corporate initiatives that leverage consumer-...
Read more »
The Case for a Multichannel Analytics System
If you're simply monitoring keywords in social media to put out fires, you're missing out on what all the chatter really has to offer—a wealth of information about the customer experience, your...
Read more »
Some cities have hundreds of phone numbers for accessing city services—some have thousands. For citizens in need of service it's a maze and the easy way out is to dial 911....
Read more »
Overcoming the Barriers to Channel Shift
Government organizations worldwide are transitioning to online self-service as a way to deliver public services cost-efficiently through the channels citizens use in their everyday lives—...
Read more »
Designing the Great Self-Service Experience
Customers increasingly want to take care of business by themselves—right on your website. Studies show they don't always want to interact with you directly....
Read more »
Knowledge-Infused Processes: The Solution to Self-Service Woes
Customers trying to resolve their issues using online self-services are looking to achieve one thing: resolve their issues! Promptly. The experience, however, is often a one-dimensional search that...
Read more »
Using the web as a channel for customer self-service is a winning scenario for companies looking to reduce service costs while at the same time create a satisfying customer service experience....
Read more »
PCI Data Security Compliance in KANA Applications
How KANA Applications Help Companies Comply with PCI Data Security Standards. The PCI DSS standard offers companies an effective path to securely process, store, and transmit sensitive data....
Read more »
KANA Secure Messaging Drives Compliance with Privacy Regulations
Email is notoriously vulnerable to attack. And securing email content is especially important in today's world — where customers may send confidential information such as credit card and...
Read more »
Increase Customer Self-Service Success with KANA Web Collaboration
Customers appreciate the speed and convenience of self-service on the websites of their favorite brands. If they run into difficulty, however, they're inclined to just give up on your online...
Read more »
Best Practices to Accelerate the Quality, Consistency and Speed of Email Service
Customer service delivered via email can lower your cost per contact with customers by 75-80% compared with phone support. That's the reason you can't afford not to use it....
Read more »
How Technology Manufacturers Can Cut the Cost of High Quality Service
The highly competitive world of technology manufacturing requires manufacturers to find solutions that will help them reduce their operating expenses. Customer service represents a significant cost...
Read more »
Optimizing Search for Knowledge Management
This highly informative white paper delves into the subject of optimizing search engines and knowledge bases specifically for use by customer service agents and customers themselves, via web self-...
Read more »
Six Best Practices in Agent Knowledge Management
How do you make sure your customers are having good service experiences with your brand? You measure the experience and adapt accordingly....
Read more »
Optimize the Insurance Agent's Performance with KANA Solutions
Increasing the effectiveness of captive and independent agents is crucial to promoting and sustaining growth in the insurance industry. To increase agent loyalty, enhance their readiness to sell and...
Read more »
Companies Find Faster Call Resolution Key to Cost Center Profitability
By Marchai Bruchey. As companies face a backlash against offshore call centers, or are simply finding it was not the right solution for their particular business, they are bringing service back to...
Read more »
Guidelines for a Successful Multi-Channel Service Strategy
Switching from self-service to getting help from an agent shouldn't mean starting over. Too often it does. ...
Read more »
Customer Service in a MultiChannel World
For multi-channel service to truly meet the needs of the modern customer, it must do more than simply provide many channels. Too often, each new channel is implemented as a silo, resulting in multi-...
Read more »
What If Any Agent Could Take Any Call?
Think about the agents in your contact center and the agents who handle Web chat. What if any agent could take any call? What if your agents could follow the right process, just as you had envisioned...
Read more »
The Contact Center in a Profit-Centric Service Organization
In a study of more than 150 service organizations, the best-in-class had a first-call resolution rate of 87%—stunning results compared to an average of 57% for the remaining firms. The same...
Read more »
Customer Experience Maturity Model
The Customer Experience Maturity Model (CEMM) helps organizations evaluate its service capabilities and proficiency, assess the current their relative state of maturity, and identify gaps and...
Read more »
Delivering a Seamless Customer Experience with Multi-Channel Support
In this study, the Aberdeen group surveyed 180 service professionals and identified patterns and metrics benchmarks that distinguish Best-in-class companies from the average performers. Leading...
Read more »
Customer Experience Management Architecture Overview
The KANA Enterprise platform represents a new way to approach the challenges in customer service. It streamlines service operations across organizations, communication channels, technology and data...
Read more »
Evidence-Based Service; Listening to Customers to Improve Customer-Service Processes
Every customer interaction, including sales and service, must reflect a company's brand. However, it is quite a challenge to measure the effect which customer service has on a company's brand...
Read more »
7 Best Practices for Business Process Management in Customer Service
Effective customer service is not just about customer experiences but about the business processes put in place to deliver them. If your processes are mired in a rigid infrastructure, you can't...
Read more »
Dynamic Case Management For Customer Service
There's no way to anticipate every turn a customer interaction may take. A customer may call in to pay a bill and then want to look in to upgrading a service plan or seek advice. ...
Read more »
Balance The Competing Demands of Your Customers And Your Business
While 80% of companies believe they are doing an outstanding job delivering good customer experiences, only 8% of their customers actually agree. According to Esteban Kolsky, this gaping disconnect...
Read more »
Will Your Customers Really Wait for You to Get Customer Experience Right?
Good customer experiences—and bad ones—define your brand. If your customer service reps are alt-tabbing through dozens of screens—entering and re-entering customer information while...
Read more »
Customer expectations evolve—as do business needs and compliance regulations. To deliver effective service you need to adapt your customer experience accordingly. ...
Read more »
Reaping the Benefits of SOA in Customer Service Organizations
In the past few years, service-oriented architecture (SOA) has emerged as a business-centric IT architectural approach that supports integrating a business through linked and repeatable business...
Read more »
Evidence-Based Service: Building Brand Through Every Customer Touchpoint
In today's world, every customer touchpoint, including customer service, must enforce a company's brand. However, companies have found it difficult to measure the effect of customer service...
Read more »
Seeking a Fix to Customer Service Issues? Don't Look in the Attic
By Charlie Issacs. In cleaning out my attic the other day, I got to thinking about customer data integration in the era of the service oriented architecture (SOA). The reason I began thinking of...
Read more »
Your Customers Are Demanding Omni-Channel Communications. What Are You Doing About It?
Consumers are changing how they communicate in their daily lives. Text-based communications via mobile devices, and the social Web in particular, are being used more and more by consumers as an...
Read more »
Customer Experience Maturity Model
The Customer Experience Maturity Model (CEMM) helps organizations evaluate its service capabilities and proficiency, assess the current their relative state of maturity, and identify gaps and...
Read more »
Delivering a Seamless Customer Experience with Multi-Channel Support
In this study, the Aberdeen group surveyed 180 service professionals and identified patterns and metrics benchmarks that distinguish Best-in-class companies from the average performers. Leading...
Read more »
Customer Experience Management Architecture Overview
The KANA Enterprise platform represents a new way to approach the challenges in customer service. It streamlines service operations across organizations, communication channels, technology and data...
Read more »
Evidence-Based Service; Listening to Customers to Improve Customer-Service Processes
Every customer interaction, including sales and service, must reflect a company's brand. However, it is quite a challenge to measure the effect which customer service has on a company's brand...
Read more »
7 Best Practices for Business Process Management in Customer Service
Effective customer service is not just about customer experiences but about the business processes put in place to deliver them. If your processes are mired in a rigid infrastructure, you can't...
Read more »
Dynamic Case Management For Customer Service
There's no way to anticipate every turn a customer interaction may take. A customer may call in to pay a bill and then want to look in to upgrading a service plan or seek advice. ...
Read more »
Balance The Competing Demands of Your Customers And Your Business
While 80% of companies believe they are doing an outstanding job delivering good customer experiences, only 8% of their customers actually agree. According to Esteban Kolsky, this gaping disconnect...
Read more »
Will Your Customers Really Wait for You to Get Customer Experience Right?
Good customer experiences—and bad ones—define your brand. If your customer service reps are alt-tabbing through dozens of screens—entering and re-entering customer information while...
Read more »
Customer expectations evolve—as do business needs and compliance regulations. To deliver effective service you need to adapt your customer experience accordingly. ...
Read more »
Reaping the Benefits of SOA in Customer Service Organizations
In the past few years, service-oriented architecture (SOA) has emerged as a business-centric IT architectural approach that supports integrating a business through linked and repeatable business...
Read more »
Evidence-Based Service: Building Brand Through Every Customer Touchpoint
In today's world, every customer touchpoint, including customer service, must enforce a company's brand. However, companies have found it difficult to measure the effect of customer service...
Read more »
Seeking a Fix to Customer Service Issues? Don't Look in the Attic
By Charlie Issacs. In cleaning out my attic the other day, I got to thinking about customer data integration in the era of the service oriented architecture (SOA). The reason I began thinking of...
Read more »
Serving the Digital Customer in an Age of Austerity
The Public Sector is facing unprecedented challenges as a result of the converging pressures of the digital customer and the long-running recession. There has possibly never been a time where...
Read more »
Some cities have hundreds of phone numbers for accessing city services—some have thousands. For citizens in need of service it's a maze and the easy way out is to dial 911....
Read more »
Overcoming the Barriers to Channel Shift
Government organizations worldwide are transitioning to online self-service as a way to deliver public services cost-efficiently through the channels citizens use in their everyday lives—...
Read more »
Optimize the Insurance Agent's Performance with KANA Solutions
Increasing the effectiveness of captive and independent agents is crucial to promoting and sustaining growth in the insurance industry. To increase agent loyalty, enhance their readiness to sell and...
Read more »
Companies Find Faster Call Resolution Key to Cost Center Profitability
By Marchai Bruchey. As companies face a backlash against offshore call centers, or are simply finding it was not the right solution for their particular business, they are bringing service back to...
Read more »
Guidelines for a Successful Multi-Channel Service Strategy
Switching from self-service to getting help from an agent shouldn't mean starting over. Too often it does. ...
Read more »
Customer Service in a MultiChannel World
For multi-channel service to truly meet the needs of the modern customer, it must do more than simply provide many channels. Too often, each new channel is implemented as a silo, resulting in multi-...
Read more »
What If Any Agent Could Take Any Call?
Think about the agents in your contact center and the agents who handle Web chat. What if any agent could take any call? What if your agents could follow the right process, just as you had envisioned...
Read more »
The Contact Center in a Profit-Centric Service Organization
In a study of more than 150 service organizations, the best-in-class had a first-call resolution rate of 87%—stunning results compared to an average of 57% for the remaining firms. The same...
Read more »
Social Media 2012: State of Adoption Report
Social media has the justifiable attention of business leaders for its ability to help them improve how they interact with customers even while reducing the costs of transactions. But the rollout is...
Read more »
Patricia Seybold Group KANA Experience Analytics
KANA Experience Analytics is the social-service offering from KANA. The product monitors, analyzes, and acts on customer conversations on the social web and on internal channels. KANA Experience...
Read more »
Best Practices for Integrated Listening
Listening to customers does not mean the same thing today as it did five years ago. Today consumers have found strength in numbers. In essence, the community is becoming the consumer. Socialization...
Read more »
Automated Listening vs. Keyword-based Monitoring
The monitoring of user-generated content has become increasingly important as companies seek to mine large volumes of text-based brand conversations across today's complex web of customer...
Read more »
Why Not Do It By Hand? Manual Processing Vs Automated Listening
Increasing the effectiveness of captive and independent agents is crucial to promoting and sustaining growth in the insurance industry. To increase agent loyalty, enhance their readiness to sell and...
Read more »
Customer Listening and Machine Learning
Most companies make great efforts to listen to their customers. They may sponsor a survey, assemble a focus group, or even hire a market research firm. Such efforts emphasize getting specific answers...
Read more »
Volume vs Meaning: Effective Customer Listening Requires More Than Keywords
Is it your job to listen to and analyze social media messages and direct customer feedback about your product, brand, or service? Are you leading corporate initiatives that leverage consumer-...
Read more »
The Case for a Multichannel Analytics System
If you're simply monitoring keywords in social media to put out fires, you're missing out on what all the chatter really has to offer—a wealth of information about the customer experience, your...
Read more »
Customer Service Knowledge Management (CSKM) is about facilitating timely solutions to customer service problems by getting the right information to the right person at the right time. Best-of-breed...
Read more »
How Technology Manufacturers Can Cut the Cost of High Quality Service
The highly competitive world of technology manufacturing requires manufacturers to find solutions that will help them reduce their operating expenses. Customer service represents a significant cost...
Read more »
Optimizing Search for Knowledge Management
This highly informative white paper delves into the subject of optimizing search engines and knowledge bases specifically for use by customer service agents and customers themselves, via web self-...
Read more »
Six Best Practices in Agent Knowledge Management
How do you make sure your customers are having good service experiences with your brand? You measure the experience and adapt accordingly....
Read more »
Research undertaken by KANA and CCA provides insights into some of the emerging trends and ways in which organizations are striving to future proof their customer service offerings by adapting their...
Read more »
Minimizing Effort to Maximize Loyalty
In the digital age information flows quickly and with few barriers. Companies cannot rely on anecdotal evidence or what company executives think "should" be adequate customer self-service...
Read more »
Delivering a Seamless Customer Experience with Multi-Channel Support
In this study, the Aberdeen group surveyed 180 service professionals and identified patterns and metrics benchmarks that distinguish Best-in-class companies from the average performers. Leading...
Read more »
Designing the Great Self-Service Experience
Customers increasingly want to take care of business by themselves—right on your website. Studies show they don't always want to interact with you directly....
Read more »
Knowledge-Infused Processes: The Solution to Self-Service Woes
Customers trying to resolve their issues using online self-services are looking to achieve one thing: resolve their issues! Promptly. The experience, however, is often a one-dimensional search that...
Read more »
Using the web as a channel for customer self-service is a winning scenario for companies looking to reduce service costs while at the same time create a satisfying customer service experience....
Read more »
PCI Data Security Compliance in KANA Applications
How KANA Applications Help Companies Comply with PCI Data Security Standards. The PCI DSS standard offers companies an effective path to securely process, store, and transmit sensitive data....
Read more »
KANA Secure Messaging Drives Compliance with Privacy Regulations
Email is notoriously vulnerable to attack. And securing email content is especially important in today's world — where customers may send confidential information such as credit card and...
Read more »
Increase Customer Self-Service Success with KANA Web Collaboration
Customers appreciate the speed and convenience of self-service on the websites of their favorite brands. If they run into difficulty, however, they're inclined to just give up on your online...
Read more »
Best Practices to Accelerate the Quality, Consistency and Speed of Email Service
Customer service delivered via email can lower your cost per contact with customers by 75-80% compared with phone support. That's the reason you can't afford not to use it....
Read more »
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