7 Best Practices for Business Process Management in Customer Service
Effective customer service is not just about service experiences but about the business processes put in place to deliver them. If your processes are mired in a rigid infrastructure, you can't adapt the service experience at the pace of change required. 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 reflects the lacking ability of service organizations to provide the simpler, faster, better service customers want—not their lack of trying. 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
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
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 keeps on going. 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
Will Your Customers Really Wait for You to Get Service 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 customers wait on the phone—well, need we say more? Read more
Bank Leumi sets a new standard for online customer service while reducing calls by 17% with KANA IQ.
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
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.
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
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