ING Case Study: Blending Knowledge with Process – the Recipe for Contact Center Success
Event Details
Recorded: July 14, 2011
What: a one-hour complimentary webinar, "ING Case Study: Blending Knowledge with Process – the Recipe for Contact Center Success"
Speakers: Adam Fuller, Project Manager — Call Solutions, ING & Vikas Nehru, Vice President of Product Marketing, KANA
Watch the recording: Complete the form and get instant access to this webinar
The quality and effectiveness of service delivered by contact centers is heavily dependent on your agents. It is not by accident that these agents are referred to as "knowledge workers." They need to understand the customer needs, their issues, resolve them quickly and also identify opportunities of sale. As such, the technology that's provided to enable this, should do just that and not stand in their way. Hear directly from KANA customer, ING, how Knowledge Management, when integrated with the service processes, delivers not only efficient service but effective experiences.
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
Speakers
Adam Fuller
Project Manager, Call Solutions of ING
Adam Fuller is a customer contact systems project manager currently running call center projects within ING Netherlands. He has over ten years experience building, analyzing, and delivering customer centric solutions in both the Insurance and Financial Services industries within the US and Europe. For the past three years by integrating knowledge and processes he has focused on enabling customer service associates to focus on the customer and not the process. He holds a Bachelors and Masters of Science in Computer Science from Worcester Polytechnic Institute and Rensselaer Polytechnic Institute respectively. Originally from the New England area he currently works and resides in Amsterdam, The Netherlands.
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