WebcastsBank Tech News & KANA - Achieving Business Value Through Multi-Channel Customer ServiceDate: Wednesday November 19, 2008 Presenters: Topic brief: Multi-channel customer service is here to stay. When it comes to getting help and answers, your banking customers are no longer willing to accept just one or two channels. Today, they want service over just about any channel imaginable. Phone, email, chat, Web self-service, ATMs, kiosks, IVR, SMS, or branch visits ¡V all of these are the expected norm. Banks are motivated by the ROI multi-channel service can yield as well. Offering multiple ways to contact the bank has been shown to increase customer satisfaction and loyalty, and the cost advantages of online channels, such as email and Web self-service, have been well documented. But for multi-channel service to truly meet the needs of the modern banking customer, it must do more than simply provide lots of channels. Too often, each new channel is implemented as a silo, resulting in multi-channel service that is disconnected and inconsistent. True multi-channel service delivers an integrated and seamless experience that is completed in a timely, consistent and effective a manner, regardless of channel. In this webcast, we will discuss the nature of true multi-channel service to explore:
Speakers: Kate Leggett, Director of eService Product Strategy, KANA Software, Inc. Kate Leggett is the director of e-service product strategy at KANA. Her 10+ years of experience as a senior engineering management professional in the enterprise software industry have been instrumental in allowing KANA to consistently deliver robust and competitive knowledge management products. Prior to joining KANA, she spent a decade working in many diverse areas of the e-commerce and CRM software industry. Kate uses her experience to help deliver world-class customer service solutions. |