Skip to main content

Videos


London Borough of Camden gain new levels of efficiency and engages citizens on their terms

Challenged to save millions, Camden Council in the heart of London delivers 20 key services through their contact center, supporting approximately 220,000 residents and 24,000 businesses. Hear from CIO, John Jackson as he talks about Camden’s journey with KANA to embrace digital service channels and streamline contact center processes and technology to become more citizen and business focused.

London Borough of Camden Gain New Levels of Efficiency and Engages Citizens on Their Terms | a KANA Software video

 

Cox Communications Reaps the Rewards from its Self-Service Evolution

Katie Grist, Senior Knowledge Manager and Content Analyst of Cox Communications, shares the story behind its exceptional customer experience, which spans multiple self-service channels and embraces Social Media, Knowledge Management and the Web. Learn how Cox set themselves up for success with dynamic reporting to drive continuous improvements and reduced operational costs.

Salmat, Australia’s largest contact center outsourcer and their clients hit new customer experience heights

Challenged to remain competitive and to scale and meet increasing client demands, Salmat needed a customer engagement platform that could handle over 6 billion multi-channel interactions on behalf of their clients. Hear from GM, John Jabob-Murray as he talks about how KANA Enterprise is a key component of Salmat’s integrated multi-channel contact center services offering that is revolutionizing customer experience and the customer experience market.

Balancing employee and customer engagement optimization at CCV

Driven by the need to guarantee uniformity and consistency of customer contact, hear how CCV are leveraging both KANA Express Knowledge Management and Verint's workforce optimization and quality monitoring to ensure both timely and consistent communication with their customers.

Buffalo Powers Operation Clean Sweep with Data Analytics

With the City of Buffalo’s powerful combination of technology, people and processes, local governments around the globe are taking notice of this poster-child for exceptional customer service. Hear from the City’s Oswaldo Mestre, Jr. and the impactful results that have been achieved with Operation Clean Sweep initiatives. Powered by data analytics, resources are effectively deployed to those most in need.

London Borough of Camden

Challenged to save millions, Camden Council in the heart of London delivers 20 key services through their contact center, supporting approximately 220,000 residents and 24,000 businesses. Hear from CIO, John Jackson as he talks about Camden’s journey with KANA to embrace digital service channels and streamline contact center processes and technology to become more citizen and business focused.

Customer Service Is ...

Customer Service is interacting, it’s conversing and it’s engaging with customers. It’s constantly evolving and adapting to their needs. Watch the video and listen to KANA customers describe in their own words how they are engaging their customers across channels and transforming the way they deliver service.

Marie Curie Cancer Care and KANA

Clare Dorrian, Senior Director Worldwide Programs at KANA, gives a summary of how KANA is helping leading UK charity Marie Curie Cancer Care revolutionize their referral center.

IFDS Creates One Version of Truth with Knowledge

Learn from Louise Moore, Head of Customer Experience Architecture at IFDS, how it developed "one version of truth" by creating a central store of knowledge internally and externally throughout the global organization. Agents have confidence that they can easily and accurately answer complex questions around the dozens of brands served by IFDS with this powerful product that was truly built "for the people, by the people."

Cox Communications Reaps the Rewards from its Self-Service Evolution

Katie Grist, Senior Knowledge Manager and Content Analyst of Cox Communications, shares the story behind its exceptional customer experience, which spans multiple self-service channels and embraces Social Media, Knowledge Management and the Web. Learn how Cox set themselves up for success with dynamic reporting to drive continuous improvements and reduced operational costs.

Salmat, Australia’s largest contact center outsourcer and their clients hit new customer experience heights

Challenged to remain competitive and to scale and meet increasing client demands, Salmat needed a customer engagement platform that could handle over 6 billion multi-channel interactions on behalf of their clients. Hear from GM, John Jabob-Murray as he talks about how KANA Enterprise is a key component of Salmat’s integrated multi-channel contact center services offering that is revolutionizing customer experience and the customer experience market.

Balancing employee and customer engagement optimization at CCV

Driven by the need to guarantee uniformity and consistency of customer contact, hear how CCV are leveraging both KANA Express Knowledge Management and Verint's workforce optimization and quality monitoring to ensure both timely and consistent communication with their customers.

Bally Total Fitness Whips its Customer Service into Shape

Bally Total Fitness CIO, Guy Their, shares how KANA has helped transform its customer service and whipped the leading health club’s processes into shape. Powering a single customer view across multiple channels, watch this video to learn about Bally Total Fitness’ world-class contact center journey and how it created flexibility to become a customer service heavyweight.

Toronto 311 Ribbon Cutting

Toronto Mayor David Miller cuts the ribbon and officially opens the 311 Contact Center in Toronto, with City Manager Joe Pennachetti and Deputy City Manager Sue Corke, Project Sponsor. Posted on September 24, 2009.

Mayor Newsom Announces National Open 311 Initiative

President Obama's CIO, Vivek Kundra, joins Mayor Gavin Newsom to launch a national Open 311 API that will transform 311 Customer Service Centers into tools of even greater value. Posted on March 3, 2010.

San Francisco 311 Customer Service Center, Powered by KANA

The city and county of San Francisco has led the way in engaging with and serving residents in an open and accessible way, 24 x 7 with the San Francisco 311 Customer Service Center. From a call center, to a self-service website, to an ever-expanding list of communication channels, the city needed to ensure that the millions of requests for services and information received annually are quickly and cost-effectively processed.

Minneapolis 311 Video Case Study

Minneapolis 311 continues to stretch the limits of possibility with its 311 non-emergency call center. Learn how Minneapolis 311 truly demonstrates the broad scope of use for 311. Posted on April 21, 2009.

311 CRM Best Practices for the Future of Local Government Customer Service

Hear from Cory Fleming, Program Director, ICMA 311/CRM Technical Assistance Services, about best practices for leveraging 311 CRM in local government. ICMA is a trusted thought-leader with research focused on how 311/CRM systems in local government contribute to improved customer service and facilitate greater citizen engagement.

Fort Wayne is Committed to a Responsive Government with Robust Performance Scorecard

Fort Wayne takes its 311 call center to new heights with performance management and customer engagement improvement initiatives. Hear from Julie Sanchez, Director of Citizen Services for the City of Fort Wayne, IN about the merits of the City’s performance scorecard across 19 departments.

City of Boston Residents Empowered to be "Urban Mechanics" with Progressive Mobile Technology

The spirit of civic engagement is alive and well in the City of Boston. Hear from Justin Holmes, Director of Constituent Engagement at Office of Mayor Menino, to learn about the value of using technology to deliver responsive, modern service to residents. With nearly half of all constituent cases arriving via the city website or mobile device, Boston residents have become the best civic entrepreneurs thanks to the Citizens Connect mobile app.

Customer Service Runs Deep in the Heart of San Antonio, TX

In the city of San Antonio, Texas, excellent customer service runs deep in the heart of city government. Hear how the city has been able to deliver a personal connection to government for it citizens with improved access via flexible channels. A strong business partnership with KANA has enabled the customer service team in San Antonio to work strategically, use their dollars more wisely and deliver ROI.

Buffalo Powers Operation Clean Sweep with Data Analytics

With the City of Buffalo’s powerful combination of technology, people and processes, local governments around the globe are taking notice of this poster-child for exceptional customer service. Hear from the City’s Oswaldo Mestre, Jr. and the impactful results that have been achieved with Operation Clean Sweep initiatives. Powered by data analytics, resources are effectively deployed to those most in need.

London Borough of Camden

Challenged to save millions, Camden Council in the heart of London delivers 20 key services through their contact center, supporting approximately 220,000 residents and 24,000 businesses. Hear from CIO, John Jackson as he talks about Camden’s journey with KANA to embrace digital service channels and streamline contact center processes and technology to become more citizen and business focused.

KANA Enterprise Agent Experience

Experience KANA Enterprise from an Agent's perspective.

KANA Enterprise Web Experience

The key to positive Web self-service is personalization. See how the KANA Enterprise Web Experience is a win-win for companies and customers. It combines knowledge management, case management and process management to meet customers’ insatiable demands for doing more online while helping you drive down the overall cost of great customer service. Context makes it personal. Consistency makes it effective. You make it a positive experience.

Customer Service Is ...

Customer Service is interacting, it’s conversing and it’s engaging with customers. It’s constantly evolving and adapting to their needs. Watch the video and listen to KANA customers describe in their own words how they are engaging their customers across channels and transforming the way they deliver service.