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Webinars


Learn from thought-leaders and hear what your peers in the field are saying.

How to Deliver Smart Customer Service

Leverage all relevant information from multiple channels to serve customers' immediate needs and deliver personalize customer service interactions.
Read more »

Bring Your Knowledge in Focus

Join this hour long best practices session and learn how using context can bring your knowledge management system to its full potential.
Read more »

Turn your Digital First Strategy into a Deliverable

Join Bernard Fenton, Head of Customer Management at City of Derby and David Moody, Head of Worldwide Product Strategy at KANA, a Verint® Company to learn how you can empower your government organizations to optimize their customer engagement.
Read more »

Turn your Digital First Strategy into a Deliverable (United Kingdom)

Join Bernard Fenton, Head of Customer Management at City of Derby and David Moody, Head of Worldwide Product Strategy at KANA, a Verint® Company to learn how you can empower your government organizations to optimize their customer engagement.
Read more »

How to Create an Intelligent Contact Center

It's no secret that companies must deliver the right sales and support information to customers as quickly and easily as possible. This tenet holds true for all live and automated customer engagements, across all interaction channels. It might sound like a lofty goal, but progressive companies are succeeding with intelligent contact center solutions.
Read more »

Transform Customer Experience in Only Two Steps

Join Kelly Koelliker from KANA, a Verint Company and Fiona Keough, CEO ATA to learn how you may transform your customer experience in two steps.
Read more »

A Week in the Life of a Multichannel Customer

With the introduction of new customer service channels and technologies, including the broad consumer adoption of mobile devices, customers are now demanding service across all available channels. As customers hop from channel to channel, organizations strive to meet the demands and are increasingly adopting a customer-centric approach to service. Customer service operations have steadily progressed to become a core strategic component of a company’s operations with increasing funding and requisite scrutiny. Join us to explore a week in the life of a multichannel customer.
Read more »

The New LAGAN Web Self-Service 14R1

Join us for part two of our LAGAN Enterprise webinar series to discover how agencies can cost effectively improve and increase availability of online services in alignment with best practice data security and privacy protocols.
Read more »

The New LAGAN Enterprise 14R1

Join us for part one of our webinar series, designed for future LAGAN customers and partners, and experience the key driving themes behind the latest LAGAN Enterprise release.
Read more »

Customer Service Trends for 2014: How are You Positioned for the New Year

Join thinkJar Principal Analyst, Esteban Kolsky on a complimentary one hour webinar, to learn where customer service channel engagement is heading, compare and contrast the latest trends with previous findings and help justify customer experience initiatives for the New Year.
Read more »

CRM Magazine – What Customers Really Expect From Interactions

Join KANA, Voxeo, LiveOps, Verint and AVOKE Analytics in this free webinar to learn what is driving higher customer expectations, how to listen to your customers’ complete experiences, and how to improve agent productivity with the best CRM and CEM tool.
Read more »

Better Customer Service – the 5 questions you MUST ask when implementing!

Join experts Fiona Keough, CEO at ATA and Sachin Davankar, Manager of Product Marketing at KANA for a live, interactive one-hour webinar to learn about the 5 questions one needs to ask when implementing better customer service.
Read more »

CRM Magazine – 4 Strategies to Improve Your Omni-Channel Support

Join KANA, Voxeo, LiveOps, Aspect and IntelliResponse in this free webinar to learn how to provide instant answers to customer questions across all channels as well as leverage social channel integration to deliver more personalized customer service.
Read more »

CRM Magazine – Want Better Support? Fix Your Broken Knowledge Problems

Join KANA and Coveo in this webinar to discuss how to break down silos to give employees access to relevant content and experts from anywhere as well as smartest ways to present information for support agents and customers, how to leverage 80 percent of big data that is unstructured, and why the current approach to knowledge management might not be working.
Read more »

The New KANA Enterprise Knowledge Management Delivers the Right Knowledge through Context

Learn how KANA’s latest release of KANA Enterprise Knowledge Management leverages intelligent search, dynamic scripting, and customer context to provide effective, omni-channel knowledge management.
Read more »

Responsive Service is Good Service – Reduce average Email handling time while improving Customer Satisfaction

Join us for a complimentary, 30 minute webinar to learn how to streamline and accelerate the process of dealing with email queries and contacts to ensure emails are not missed and service levels are maximized.
Read more »

Great Customer Experiences through Knowledge

Join Fiona Keough, CEO at ATA and Kelly Koelliker, Knowledge Management Expert at KANA, to get your How-to-Guide for achieving consistent customer experience, increased first call resolution, and better engagement for customers and call centre agents.
Read more »

The New LAGAN Employee Mobile - Designed for the Digital Customer in an Age of Austerity

Join us for part three of our webinar series designed for LAGAN customers, prospects and partners, to experience how LAGAN Employee Mobile can reduce the cost of service delivery while improving performance goals.
Read more »

The New LAGAN Knowledge Management - Designed for the Digital Customer in an Age of Austerity

Join us for part two of our webinar series designed for LAGAN customers, prospects and partners, to experience how LAGAN Knowledge Management is the first omni-channel Knowledge Management solution designed to meet the specific needs of public sector customer service.
Read more »

The New LAGAN Enterprise - Designed for the Digital Customer in an Age of Austerity

Please join David Moody, Head of Worldwide Product Strategy and Alan Brooks, Director Product Marketing, Public Sector, for this one-hour webinar to discuss new product capabilities and migration paths for the latest LAGAN Enterprise release.
Read more »

Help Your Customers Help Themselves with Web Self-Service

Join us for a complimentary, 30 minute webinar to learn how to set up and manage effective WSS portal processes, guide customers to complete their own queries without the need for agent intervention, and reduce volume of incoming customer queries up to 30 to 50 percent.
Read more »

Seamless Customer Experiences Across All Channels

Join ATA CEO and contact centre industry veteran, Fiona Keough and Omni-Channel experts Sachin Davankar and Kelly Koelliker to explore how Australian organisations like yours are using an omni-channel customer experience strategy.
Read more »

CRM Magazine – How VOC Tools can improve Customer Experiences

Join KANA, Avoke Analytics, IntelliResponse and ForeSee in this complimentary webinar to learn how to understand a customer conversation and spot problems early, as well as leverage multichannel and multi-device experiences to positively affect the overall customer experiences.
Read more »

Critical Success Factors when Implementing Multi-Channel Strategy for your Council

How are Australia’s Councils preparing themselves for the impending Local Government Reform? During this complimentary webinar, Michael Kent from City of South Perth will reveal his strategy and critical factors for success.
Read more »

The New KANA Enterprise: The Future of Customer Service is Here

Join KANA for a first look at all that’s new in KANA Enterprise, including new features, functionality and migration paths for this release. Plus see the demo that will show you how KANA Enterprise truly enables all things customer service within a single unified platform.
Read more »

Get the Benefits of End-to-End Customer Service Enjoyed by the Enterprise, Now for the Mid-Market

KANA Express is fast to implement, and proven to fully scale so you can connect with your Customers, wherever they are, picking the Service channels you want to support now and add more in the future as needed. Join us for a complimentary, 30 minute webinar to learn how KANA Express uses its powerful and integrated central knowledge base to ensure rapid and consistent service delivery to all contacts, regardless of source.
Read more »

Executive Webinar: An In-Depth Look at the Future of Customer Service

The future of customer service is being created today. Join Steven Thurlow, KANA’s head of Worldwide Product Strategy, for an informative webinar on emerging market trends and industry initiatives shaping the future of customer service, and the key technologies separating the leaders from laggards in the customer experience arena.
Read more »

How to Catapult CRM’s Value, Learn to Efficiently and Effectively Acquire, Delight and Retain more Customers

Join KANA, ServiceMax, Salesforce.com, and SalesNOW in this complimentary webinar to learn how Organizations are demanding more from their CRM systems to not only help them better serve their existing customers but to acquire new customers as well.
Read more »

Helping Government Reduce Costs and Focus on Core Services

In this webinar find out how, with over 250 government and public sector customers worldwide, KANA understands and has developed managed services that meet their unique requirements.
Read more »

4 Intelligent Contact Center Strategies

Despite technology advances, many organizations still struggle to improve customer satisfaction over one interaction channel, let alone multiple channels. While it might seem impossible to consistently satisfy customers across all customer service channels, it’s not. The trick is to make your contact center more intelligent.
Read more »

Knowledge Is Key: How to Deliver Consistent Service Across All Channels

Delivering consistent customer service across all channels is essential to providing your customers with a good customer experience. Knowledge is the key to consistency, improved resolution rates and times, and higher customer satisfaction.
Read more »

Location, Location, Location | Supporting Location in Government Service

In this webinar, we look at how location can be accurately and efficiently supported in government service delivery through the Lagan Enterprise product, across the Agent, Web and Mobile user experiences and using different mapping technologies.
Read more »

Managing Events Both Planned and Unplanned

More and more, local governments are recognizing the utility of 311 CRM systems and their application to support response to planned and emergency events. Today's multi-channel 311 CRM systems are effectively functioning as the new Public Information Office, proactively and rapidly disseminating critical information and helping coordinate the deployment of work crews, equipment and even volunteer efforts during the recovery.
Read more »

Serve your Residents Better in 2013

Facing the rise of the Digital Citizen and higher "customer experience” demands, KANA has conducted a unique piece of research with Australia's councils on trends in Service Delivery.
Read more »

Connect with your Customers Across All Service Channels without Breaking the Bank

KANA Express is fast to implement, and proven to fully scale so you can connect with your Customers, wherever they are, picking the Service channels you want to support now and add more in the future as needed.
Read more »

If You Love Your Customers, Don’t Break Their Hearts: Minimize Effort to Maximize Loyalty

How easy do you make it for your customers to do business with you? This is beyond order taking; it includes service, support, instructions and policies--all needed by your customers.
Read more »

Riding out the Storm with Your Customers: Lessons learned from Superstorm Sandy

With areas of New York and New Jersey still recovering from the largest Atlantic hurricane on record in late October with winds spanning 1,100 miles, an estimated $65B in losses and millions without power, Utilities companies across the nation and beyond are taking a hard look at lessons learned and the next generation of customer service to better prepare, inform and deliver service to its consumers.
Read more »

KANA Express all-in-one-Customer Experience in the Cloud

KANA Express is fast to implement, and proven to fully scale so you can connect with your Customers, wherever they are, picking the Service channels you want to support now and add more in the future as needed.
Read more »

Smart Service in the Contact Center

Reducing costs by trying to manage volume through greater automation and maximising self-service poses a risk to customer loyalty and satisfaction. This inherent conflict poses a challenge to the entire organisation, and puts the customer service operations at the centre of the battle front.
Read more »

ACM Live 2012 - The Adaptive Case Management Virtual Summit

There are many challenges facing the customer service market that can be resolved with Adaptive Case Management. Join this session to learn about common questions and concerns as well as detailed best practice advice and recommendations for success. We'll also explore how ACM affects other aspects of your call center like metrics, knowledge management and customer satisfaction.
Read more »

4 Incredibly Effective Customer Service Strategies

How knowledge management, the cloud, mobile technology, and predictive analytics can improve customer service and support
Read more »

Social Media 2012: State of Adoption

Social Media has taken the business world by storm, and most organizations rushed to it. Now that it’s been a few years of trial-and-error (with some successes), it is the right moment to find out what is happening inside the organization with social media and how it affects customer service.
Read more »

Building a Successful Customer Service Strategy – Case Study: ScottishPower

Excellent Customer Service — the Contact Centre holy grail; it's the reason we do what we do; and, it's a moveable feast where the bar is always being reset and expectations and technologies are continually being raised. Incorporating the latest domestic and global research, industry commentary and an excellent Case Study, this webinar will address the key challenges as well as the practical, technical and innovative considerations.
Read more »

Making the most of your Enterprise Knowledge Management System

Is your Knowledge Management system delivering desirable results? Choosing and implementing Knowledge Management in customer service can have a profound effect on the customer experience you deliver.
Read more »

LAGAN Social CRM — Social Listening and Engagement for the 311 Contact Center

The information you need to better understand your customers is out there. Today’s modern 311 Contact Center is faced with the significant challenges of managing and analyzing increasing volumes of citizen contact - via phone and social media channels - against a backdrop of limited budgets and staff.
Read more »

Knowledge Management: The Backbone of Successful Social Media and Mobile App Service Delivery

Join Dr Catriona Wallace, Director, Fifth Quadrant and Knowledge Management expert, Vikas Nehru, VP Product Marketing, KANA, to learn how multi-channel service centres, including social media and mobile applications, are delivering enhanced customer and agent experiences through the enablement of Knowledge Management systems.
Read more »

Beyond Social Media Monitoring: Are You Listening?

Even if you already have a social media monitoring and response program in place, you're likely looking for methods to improve your efforts. To get the most out of your program, it is important to develop a solid strategy that incorporates monitoring best practices and the appropriate methods and technologies.
Read more »

Everyone Serves - The New Mantra in the Age of the Customer

Are prospective customers leaving your website prematurely? Do you lay awake at night wondering why the abandonment rate on your website is so high?
Read more »

ACM Live

James Norwood discusses how Adaptive Case Management, Social and Mobile are changing the face of customer service. Today companies need to move away from single customer interaction model to managing the customer experience throughout the customer journey.
Read more »

Beyond Social Media Monitoring: How Leading Brands Are Capitalizing on the Voice of the Customer

Launching and managing an effective social media listening program has become a strategic imperative. In this webinar, Jeff Zabin, bestselling author and research director at Gleanster, shares the latest research on best practices in generating actionable insights from the voice of the customer, based on the experiences of hundreds of Top Performers in the retail, financial services, consumer products, travel and telecommunication industries.
Read more »

Open 311 Raising the Standard

There are LOTS of mobile app vendors out there ConnectedBits, SeeClickFix, CitySourced, LoveCleanStreets, MyCouncil, LookingLocal, FixMyStreet, which presents a key problem for Government organizations - which one should they back? And with so many apps, sustainability is a real issue, with many of these vendors having already come and gone.
Read more »

Best Practices for Creating Human Conversations and Connections in Call Centers

The history of human interaction with call centers has been one of low expectations. Why is it that when a customer service rep and customer speak, we quite often don't hear the desired level of interaction?
Read more »

Best Practices in Social Media Monitoring

If you don't already have a social media monitoring program in place, you're likely scoping solutions, or are at least thinking about the idea. To get the most out of your effort, it is important to develop a solid strategy that incorporates monitoring best practices and the appropriate methods and technologies.
Read more »

Aligning Your Brand with Customer Experience Tips from Bestselling Author, Dr. Janelle Barlow

To stand out in today's competitive marketplace, your customer experience has to be aligned-with, and as unique-as your brand. While companies can spend millions of dollars on building their brand, many largely ignore how the brand is delivered during the customer experience.
Read more »

Search is an Indication of Failure — Explore the Wisdom of Guided Self-Service

Keyword searching has been accepted as a baseline method for finding what we want online – "just Google it". Yet is search really the best method to find something quickly and easily, especially when our information needs are quite specific or complex?
Read more »

Mobilizing Government - Improving Access to Services and Citizen Engagement

Government in both the UK and North America is under considerable pressure to identify savings while maintaining vital frontline services. Government is leading a revolution in digital public service delivery, to improve public service, by bringing them online, increasing choice, allowing greater control, and enabling personalisation of services.
Read more »

The Experience Revolution — Optimizing Customer Service Experience through Mobile, Social and Knowledge-Infused Process

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 »

Is 'Exception' the Norm in Your Business? — Adaptive Case Management to the Rescue

Are your customer service applications rigid and designed to serve limited types of "straight through" processes? How well can you handle the exceptions in the process? What if each case and each call was different?
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 »

Derive Powerful Insights from Email by Listening to the Voice of Your Customers on Social Channels

KANA is excited to introduce KANA Enterprise Experience Analytics, a listening solution that delivers meaningful insights from customer interactions (email, chat), feedback (webforms, surveys) and social media (facebook, twitter, blogs). Our email solution, KANA Response, combined with Experience Analytics, means actionable insight for you.
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
Read more »

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
Read more »

ACM Live - Interview with Vikas Nehru

Adaptive Case Management represents a radical new approach for managing knowledge work. Tools for knowledge work to date have focused exclusively on the process, that is, the sequence, timing, and flow of information.
Read more »

Xerox Case Study: Six Best Practices for Agent Knowledge Management

Implementing knowledge management in the contact center can have a profound effect on the quality and efficiency of your service operations. Customers benefit from interactions with more knowledgeable agents, who are empowered to resolve issues with greater speed, accuracy and consistency.
Read more »

How to Deliver Smart Customer Service

Leverage all relevant information from multiple channels to serve customers' immediate needs and deliver personalize customer service interactions.
Read more »

Bring Your Knowledge in Focus

Join this hour long best practices session and learn how using context can bring your knowledge management system to its full potential.
Read more »

How to Create an Intelligent Contact Center

It's no secret that companies must deliver the right sales and support information to customers as quickly and easily as possible. This tenet holds true for all live and automated customer engagements, across all interaction channels. It might sound like a lofty goal, but progressive companies are succeeding with intelligent contact center solutions.
Read more »

Transform Customer Experience in Only Two Steps

Join Kelly Koelliker from KANA, a Verint Company and Fiona Keough, CEO ATA to learn how you may transform your customer experience in two steps.
Read more »

A Week in the Life of a Multichannel Customer

With the introduction of new customer service channels and technologies, including the broad consumer adoption of mobile devices, customers are now demanding service across all available channels. As customers hop from channel to channel, organizations strive to meet the demands and are increasingly adopting a customer-centric approach to service. Customer service operations have steadily progressed to become a core strategic component of a company’s operations with increasing funding and requisite scrutiny. Join us to explore a week in the life of a multichannel customer.
Read more »

Customer Service Trends for 2014: How are You Positioned for the New Year

Join thinkJar Principal Analyst, Esteban Kolsky on a complimentary one hour webinar, to learn where customer service channel engagement is heading, compare and contrast the latest trends with previous findings and help justify customer experience initiatives for the New Year.
Read more »

CRM Magazine – What Customers Really Expect From Interactions

Join KANA, Voxeo, LiveOps, Verint and AVOKE Analytics in this free webinar to learn what is driving higher customer expectations, how to listen to your customers’ complete experiences, and how to improve agent productivity with the best CRM and CEM tool.
Read more »

CRM Magazine – 4 Strategies to Improve Your Omni-Channel Support

Join KANA, Voxeo, LiveOps, Aspect and IntelliResponse in this free webinar to learn how to provide instant answers to customer questions across all channels as well as leverage social channel integration to deliver more personalized customer service.
Read more »

The New KANA Enterprise: The Future of Customer Service is Here

Join KANA for a first look at all that’s new in KANA Enterprise, including new features, functionality and migration paths for this release. Plus see the demo that will show you how KANA Enterprise truly enables all things customer service within a single unified platform.
Read more »

Executive Webinar: An In-Depth Look at the Future of Customer Service

The future of customer service is being created today. Join Steven Thurlow, KANA’s head of Worldwide Product Strategy, for an informative webinar on emerging market trends and industry initiatives shaping the future of customer service, and the key technologies separating the leaders from laggards in the customer experience arena.
Read more »

How to Catapult CRM’s Value, Learn to Efficiently and Effectively Acquire, Delight and Retain more Customers

Join KANA, ServiceMax, Salesforce.com, and SalesNOW in this complimentary webinar to learn how Organizations are demanding more from their CRM systems to not only help them better serve their existing customers but to acquire new customers as well.
Read more »

4 Intelligent Contact Center Strategies

Despite technology advances, many organizations still struggle to improve customer satisfaction over one interaction channel, let alone multiple channels. While it might seem impossible to consistently satisfy customers across all customer service channels, it’s not. The trick is to make your contact center more intelligent.
Read more »

Smart Service in the Contact Center

Reducing costs by trying to manage volume through greater automation and maximising self-service poses a risk to customer loyalty and satisfaction. This inherent conflict poses a challenge to the entire organisation, and puts the customer service operations at the centre of the battle front.
Read more »

ACM Live 2012 - The Adaptive Case Management Virtual Summit

There are many challenges facing the customer service market that can be resolved with Adaptive Case Management. Join this session to learn about common questions and concerns as well as detailed best practice advice and recommendations for success. We'll also explore how ACM affects other aspects of your call center like metrics, knowledge management and customer satisfaction.
Read more »

4 Incredibly Effective Customer Service Strategies

How knowledge management, the cloud, mobile technology, and predictive analytics can improve customer service and support
Read more »

Building a Successful Customer Service Strategy – Case Study: ScottishPower

Excellent Customer Service — the Contact Centre holy grail; it's the reason we do what we do; and, it's a moveable feast where the bar is always being reset and expectations and technologies are continually being raised. Incorporating the latest domestic and global research, industry commentary and an excellent Case Study, this webinar will address the key challenges as well as the practical, technical and innovative considerations.
Read more »

Everyone Serves - The New Mantra in the Age of the Customer

Are prospective customers leaving your website prematurely? Do you lay awake at night wondering why the abandonment rate on your website is so high?
Read more »

ACM Live

James Norwood discusses how Adaptive Case Management, Social and Mobile are changing the face of customer service. Today companies need to move away from single customer interaction model to managing the customer experience throughout the customer journey.
Read more »

Aligning Your Brand with Customer Experience Tips from Bestselling Author, Dr. Janelle Barlow

To stand out in today's competitive marketplace, your customer experience has to be aligned-with, and as unique-as your brand. While companies can spend millions of dollars on building their brand, many largely ignore how the brand is delivered during the customer experience.
Read more »

The Experience Revolution — Optimizing Customer Service Experience through Mobile, Social and Knowledge-Infused Process

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 »

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 »

How to Deliver Smart Customer Service

Leverage all relevant information from multiple channels to serve customers' immediate needs and deliver personalize customer service interactions.
Read more »

Better Customer Service – the 5 questions you MUST ask when implementing!

Join experts Fiona Keough, CEO at ATA and Sachin Davankar, Manager of Product Marketing at KANA for a live, interactive one-hour webinar to learn about the 5 questions one needs to ask when implementing better customer service.
Read more »

Responsive Service is Good Service – Reduce average Email handling time while improving Customer Satisfaction

Join us for a complimentary, 30 minute webinar to learn how to streamline and accelerate the process of dealing with email queries and contacts to ensure emails are not missed and service levels are maximized.
Read more »

Help Your Customers Help Themselves with Web Self-Service

Join us for a complimentary, 30 minute webinar to learn how to set up and manage effective WSS portal processes, guide customers to complete their own queries without the need for agent intervention, and reduce volume of incoming customer queries up to 30 to 50 percent.
Read more »

Get the Benefits of End-to-End Customer Service Enjoyed by the Enterprise, Now for the Mid-Market

KANA Express is fast to implement, and proven to fully scale so you can connect with your Customers, wherever they are, picking the Service channels you want to support now and add more in the future as needed. Join us for a complimentary, 30 minute webinar to learn how KANA Express uses its powerful and integrated central knowledge base to ensure rapid and consistent service delivery to all contacts, regardless of source.
Read more »

Knowledge Is Key: How to Deliver Consistent Service Across All Channels

Delivering consistent customer service across all channels is essential to providing your customers with a good customer experience. Knowledge is the key to consistency, improved resolution rates and times, and higher customer satisfaction.
Read more »

KANA Express all-in-one-Customer Experience in the Cloud

KANA Express is fast to implement, and proven to fully scale so you can connect with your Customers, wherever they are, picking the Service channels you want to support now and add more in the future as needed.
Read more »

Turn your Digital First Strategy into a Deliverable

Join Bernard Fenton, Head of Customer Management at City of Derby and David Moody, Head of Worldwide Product Strategy at KANA, a Verint® Company to learn how you can empower your government organizations to optimize their customer engagement.
Read more »

Turn your Digital First Strategy into a Deliverable (United Kingdom)

Join Bernard Fenton, Head of Customer Management at City of Derby and David Moody, Head of Worldwide Product Strategy at KANA, a Verint® Company to learn how you can empower your government organizations to optimize their customer engagement.
Read more »

The New LAGAN Web Self-Service 14R1

Join us for part two of our LAGAN Enterprise webinar series to discover how agencies can cost effectively improve and increase availability of online services in alignment with best practice data security and privacy protocols.
Read more »

The New LAGAN Enterprise 14R1

Join us for part one of our webinar series, designed for future LAGAN customers and partners, and experience the key driving themes behind the latest LAGAN Enterprise release.
Read more »

The New LAGAN Employee Mobile - Designed for the Digital Customer in an Age of Austerity

Join us for part three of our webinar series designed for LAGAN customers, prospects and partners, to experience how LAGAN Employee Mobile can reduce the cost of service delivery while improving performance goals.
Read more »

The New LAGAN Knowledge Management - Designed for the Digital Customer in an Age of Austerity

Join us for part two of our webinar series designed for LAGAN customers, prospects and partners, to experience how LAGAN Knowledge Management is the first omni-channel Knowledge Management solution designed to meet the specific needs of public sector customer service.
Read more »

The New LAGAN Enterprise - Designed for the Digital Customer in an Age of Austerity

Please join David Moody, Head of Worldwide Product Strategy and Alan Brooks, Director Product Marketing, Public Sector, for this one-hour webinar to discuss new product capabilities and migration paths for the latest LAGAN Enterprise release.
Read more »

Critical Success Factors when Implementing Multi-Channel Strategy for your Council

How are Australia’s Councils preparing themselves for the impending Local Government Reform? During this complimentary webinar, Michael Kent from City of South Perth will reveal his strategy and critical factors for success.
Read more »

Helping Government Reduce Costs and Focus on Core Services

In this webinar find out how, with over 250 government and public sector customers worldwide, KANA understands and has developed managed services that meet their unique requirements.
Read more »

Location, Location, Location | Supporting Location in Government Service

In this webinar, we look at how location can be accurately and efficiently supported in government service delivery through the Lagan Enterprise product, across the Agent, Web and Mobile user experiences and using different mapping technologies.
Read more »

Managing Events Both Planned and Unplanned

More and more, local governments are recognizing the utility of 311 CRM systems and their application to support response to planned and emergency events. Today's multi-channel 311 CRM systems are effectively functioning as the new Public Information Office, proactively and rapidly disseminating critical information and helping coordinate the deployment of work crews, equipment and even volunteer efforts during the recovery.
Read more »

Serve your Residents Better in 2013

Facing the rise of the Digital Citizen and higher "customer experience” demands, KANA has conducted a unique piece of research with Australia's councils on trends in Service Delivery.
Read more »

LAGAN Social CRM — Social Listening and Engagement for the 311 Contact Center

The information you need to better understand your customers is out there. Today’s modern 311 Contact Center is faced with the significant challenges of managing and analyzing increasing volumes of citizen contact - via phone and social media channels - against a backdrop of limited budgets and staff.
Read more »

Beyond Social Media Monitoring: Are You Listening?

Even if you already have a social media monitoring and response program in place, you're likely looking for methods to improve your efforts. To get the most out of your program, it is important to develop a solid strategy that incorporates monitoring best practices and the appropriate methods and technologies.
Read more »

Open 311 Raising the Standard

There are LOTS of mobile app vendors out there ConnectedBits, SeeClickFix, CitySourced, LoveCleanStreets, MyCouncil, LookingLocal, FixMyStreet, which presents a key problem for Government organizations - which one should they back? And with so many apps, sustainability is a real issue, with many of these vendors having already come and gone.
Read more »

Mobilizing Government - Improving Access to Services and Citizen Engagement

Government in both the UK and North America is under considerable pressure to identify savings while maintaining vital frontline services. Government is leading a revolution in digital public service delivery, to improve public service, by bringing them online, increasing choice, allowing greater control, and enabling personalisation of services.
Read more »

Seamless Customer Experiences Across All Channels

Join ATA CEO and contact centre industry veteran, Fiona Keough and Omni-Channel experts Sachin Davankar and Kelly Koelliker to explore how Australian organisations like yours are using an omni-channel customer experience strategy.
Read more »

Best Practices for Creating Human Conversations and Connections in Call Centers

The history of human interaction with call centers has been one of low expectations. Why is it that when a customer service rep and customer speak, we quite often don't hear the desired level of interaction?
Read more »

Is 'Exception' the Norm in Your Business? — Adaptive Case Management to the Rescue

Are your customer service applications rigid and designed to serve limited types of "straight through" processes? How well can you handle the exceptions in the process? What if each case and each call was different?
Read more »

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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ACM Live - Interview with Vikas Nehru

Adaptive Case Management represents a radical new approach for managing knowledge work. Tools for knowledge work to date have focused exclusively on the process, that is, the sequence, timing, and flow of information.
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CRM Magazine – How VOC Tools can improve Customer Experiences

Join KANA, Avoke Analytics, IntelliResponse and ForeSee in this complimentary webinar to learn how to understand a customer conversation and spot problems early, as well as leverage multichannel and multi-device experiences to positively affect the overall customer experiences.
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Social Media 2012: State of Adoption

Social Media has taken the business world by storm, and most organizations rushed to it. Now that it’s been a few years of trial-and-error (with some successes), it is the right moment to find out what is happening inside the organization with social media and how it affects customer service.
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Beyond Social Media Monitoring: How Leading Brands Are Capitalizing on the Voice of the Customer

Launching and managing an effective social media listening program has become a strategic imperative. In this webinar, Jeff Zabin, bestselling author and research director at Gleanster, shares the latest research on best practices in generating actionable insights from the voice of the customer, based on the experiences of hundreds of Top Performers in the retail, financial services, consumer products, travel and telecommunication industries.
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Best Practices in Social Media Monitoring

If you don't already have a social media monitoring program in place, you're likely scoping solutions, or are at least thinking about the idea. To get the most out of your effort, it is important to develop a solid strategy that incorporates monitoring best practices and the appropriate methods and technologies.
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Derive Powerful Insights from Email by Listening to the Voice of Your Customers on Social Channels

KANA is excited to introduce KANA Enterprise Experience Analytics, a listening solution that delivers meaningful insights from customer interactions (email, chat), feedback (webforms, surveys) and social media (facebook, twitter, blogs). Our email solution, KANA Response, combined with Experience Analytics, means actionable insight for you.
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CRM Magazine – Want Better Support? Fix Your Broken Knowledge Problems

Join KANA and Coveo in this webinar to discuss how to break down silos to give employees access to relevant content and experts from anywhere as well as smartest ways to present information for support agents and customers, how to leverage 80 percent of big data that is unstructured, and why the current approach to knowledge management might not be working.
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The New KANA Enterprise Knowledge Management Delivers the Right Knowledge through Context

Learn how KANA’s latest release of KANA Enterprise Knowledge Management leverages intelligent search, dynamic scripting, and customer context to provide effective, omni-channel knowledge management.
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Great Customer Experiences through Knowledge

Join Fiona Keough, CEO at ATA and Kelly Koelliker, Knowledge Management Expert at KANA, to get your How-to-Guide for achieving consistent customer experience, increased first call resolution, and better engagement for customers and call centre agents.
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Connect with your Customers Across All Service Channels without Breaking the Bank

KANA Express is fast to implement, and proven to fully scale so you can connect with your Customers, wherever they are, picking the Service channels you want to support now and add more in the future as needed.
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If You Love Your Customers, Don’t Break Their Hearts: Minimize Effort to Maximize Loyalty

How easy do you make it for your customers to do business with you? This is beyond order taking; it includes service, support, instructions and policies--all needed by your customers.
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Making the most of your Enterprise Knowledge Management System

Is your Knowledge Management system delivering desirable results? Choosing and implementing Knowledge Management in customer service can have a profound effect on the customer experience you deliver.
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Knowledge Management: The Backbone of Successful Social Media and Mobile App Service Delivery

Join Dr Catriona Wallace, Director, Fifth Quadrant and Knowledge Management expert, Vikas Nehru, VP Product Marketing, KANA, to learn how multi-channel service centres, including social media and mobile applications, are delivering enhanced customer and agent experiences through the enablement of Knowledge Management systems.
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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
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Xerox Case Study: Six Best Practices for Agent Knowledge Management

Implementing knowledge management in the contact center can have a profound effect on the quality and efficiency of your service operations. Customers benefit from interactions with more knowledgeable agents, who are empowered to resolve issues with greater speed, accuracy and consistency.
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Riding out the Storm with Your Customers: Lessons learned from Superstorm Sandy

With areas of New York and New Jersey still recovering from the largest Atlantic hurricane on record in late October with winds spanning 1,100 miles, an estimated $65B in losses and millions without power, Utilities companies across the nation and beyond are taking a hard look at lessons learned and the next generation of customer service to better prepare, inform and deliver service to its consumers.
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Search is an Indication of Failure — Explore the Wisdom of Guided Self-Service

Keyword searching has been accepted as a baseline method for finding what we want online – "just Google it". Yet is search really the best method to find something quickly and easily, especially when our information needs are quite specific or complex?
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