Online Customer Service Experience Webinar

The New KM: The Heart of a Multi-Channel Customer Experience Roundtable

Event Details

When: January 24, 2012

What: The New KM: The Heart of a Multi-Channel Customer Experience Roundtable"

Time: 11:00AM PT / 2:00PM ET / 7:00PM GMT

Presenters: Vikas Nehru, Vice President of Product Marketing at KANA
Mike Hennessy, Vice President of Marketing, Intelliresponse
Jeff Weinstein, President and CEO RightAnswers
Duane George, Director Global Services, Knova Consona
Moderated by Andy Moore, Publisher KMWorld

Sponsored by: KMWorld

Registration: Click here to Register

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.

But emerging trends have forever altered the many ways your customers interact with you. Social networks are now the ruling channels for customers’ first contact. The quality of the service experience they meet when they arrive at your door will determine your business’ stature in their minds.

Your customers expect a lot... and they are dissatisfied. They can’t find what they are looking for. They can’t find help where they need it. The experience isn’t tailored for them. Their dissatisfaction costs you... maybe more than you know.

The solution is all around you. The combined experience, expertise and information that resides in your information technology and your people’s minds can be applied to resolve your customer-contact challenges. And there is technology available to help you do it.

Learn how to leverage YOUR knowledge assets for better customer experiences in this special one-hour live Web event:

The New KM: The Heart of a Multi-Channel Customer Experience

This roundtable panel of experts will discuss many of the best practices you need to learn to improve your customers’ experience, such as:

How to provide a consistent experience across all channels
How context can be used to help people find what they are looking for
How to deliver a personalized service experience
How to measure and analyze the quality of your customer interaction
How to deploy virtual assistant technology
How to bridge the gap between the transactional and help sections of your website so that people find help when they need it

Audio is streamed over the Internet, so turn up your computer speakers!