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White Papers


Learn how KANA improves customer service in different industries, keep on top of important trends, and go in-depth on KANA technology.

download white paper

Realizing the Value of Contextual Knowledge - Four Capabilities to Achieve Success

Improving customer satisfaction while containing costs is the ultimate success for almost every customer service organization. In a recent third-party survey of KANA customers, 96 percent of...
Read more »

download white paper

A Strategic Approach to Customer Engagement

In today’s dynamic world, technology has changed consumer behavior more than at any period in history. This White Paper will provide an overview of how your organization can transform customer...
Read more »

download white paper

A Strategic Approach to Customer Engagement for the Public Sector

In today’s dynamic world, technology has changed consumer behavior more than at any period in history. This White Paper will provide an overview of how your public sector organization can...
Read more »

download white paper

Simplify Customer Service with 360-Degree View of the Customer

Simplify Customer Service with 360-Degree View of the Customer Get to Know Your Customers Better and Improve Agent Efficiency
Read more »

download white paper

5 Key Questions You Should Ask When Considering a Cloud-Based Contact Center

Many customer service organizations are moving to cloud-based contact centers for the promise of flexibility, scalability and speed of deployment while lowering the costs associated with managing...
Read more »

download white paper

Will Your Customers Really Wait for You to Get Service Experience Right in the Financial Service Industry?

Transforming Service Experience to Deliver Customer Advocacy in the Financial Service Industry.
Read more »

download white paper

Build Customer Loyalty Through Smart Customer Service

It's not enough to provide better products at a lower price anymore. The only way to truly stand out is to provide outstanding customer service. This KANA white paper examines the components that...
Read more »

download white paper

Realizing the Value of Contextual Knowledge within State Agency Customer Support

State agencies are facing unprecedented challenges as a result of the converging pressures of the increasing expectations of the digital customer and heavily scrutinized budgets. These two challenges...
Read more »

download white paper

Welcome to the World of “Multimodal” Customer Service

Customer service is now moving to another level with the introduction of multimodal service. Previously, a customer would engage with a company or business in a linear manner -- but not anymore!
Read more »

download white paper

Enhancing Customer Experience through CIO and CMO Alignment

Today’s customer experience management (CEM) programs require the involvement and collaboration of all key stakeholders within the enterprise. Aberdeen Group believes that two of these...
Read more »

download white paper

Social Customer Care: Secrets to Build a Winning Strategy

Delivering exceptional customer experiences today is no easy endeavor. Gone are the days when businesses would delight their buyers by solely focusing on accomplishing internal efficiencies in...
Read more »

download white paper

Streamlining the Agent Experience Reduces Unnecessary Costs

Without effective technology tools, 14 percent of agent time is spent looking for information. Aberdeen Group weighs in on how this results in unnecessary costs for businesses, hindering their...
Read more »

download white paper

Connecting with Constituents through Better Customer Service Technologies

Government agencies face a double-edged sword when it comes to citizen service: They are serving a populace that is technologically advanced, with an expectation of instant, always-available...
Read more »

download white paper

The Rising Financial Impact of Customer Service

In this insights report, the Aberdeen group highlights the financial link between better customer service and increased company profitability. It will also highlight several best practices that help...
Read more »

download white paper

Don’t Rip and Replace — Wrap and Renew!

The abundance of legacy applications in the contact center can trap a business into rigid, inefficient processes and introduce undue complexity. Over the years, mergers and acquisitions and new...
Read more »

download white paper

Omni-Channel CEM Meets the Contact Center

Aberdeen Group research demonstrates that contact center interactions make or break the customer experience.  Best-in-class firms successfully integrate the contact center with their omni-...
Read more »

download white paper

Omnichannel Customer Service Demands the Intelligent Contact Center

In today’s digital age, where smartphones, tablets and other devices give people anytime, anywhere access to you and your brand, customer service has also gone digital. As new channels of...
Read more »

download white paper

Transform Customer Experience in Only Two Steps Using Case Management

Transform your customer experience with case management by focusing on the needs of the customer for improved process execution and the employee for empowerment. Case management applications...
Read more »

download white paper

Omni-Channel Customer Care – Empowered Customers Demand a Seamless Experience

Customers are no longer confined to a single channel or device to engage businesses. Aberdeen Group explores how the ability to deliver a seamless and consistent experience across multiple...
Read more »

download white paper

Three Keys To Successful Web Self-Service

With the explosion of online content and the emergence of digital devices (smartphones, tables, etc.) to access that content, companies have to do more to attract and retain customers. It is no...
Read more »

download white paper

Customer Service Channel Trends Study

What’s hot, what’s not and where should practitioners focus next to advance their customer service channel strategies? Independent customer service analyst Esteban Kolsky presents his...
Read more »

download white paper

Scaling the Multichannel Mountain: Three Practical Approaches

There’s been a lot of talk lately about the importance of multichannel service. Not only must you provide every avenue of service to your customers, but each channel must also offer consistent...
Read more »

download white paper

IT Plays Key Role In Engaging Today’s Digital Customer

The business-customer relationship is changing and these days, it’s customers who are calling the shots. No longer is the relationship a simple transactional one in which the business offers...
Read more »

download white paper

Optimizing the Self-Service Experience – Help Customers Help Themselves

Aberdeen Group cautions that businesses can’t afford to ignore the rapidly changing needs and wants of their clients. With 70 percent of consumers expecting customer self-service tools,...
Read more »

download white paper

The Knowledge Base of the Future – Five Cutting-Edge Ideas You Can Implement Now

While we may still be waiting for flying cars and calorie-free ice cream, the future may be closer than you think when it comes to knowledge management. Here are five progressive ideas you can...
Read more »

download white paper

A Digital First Framework for the Public Sector

The public sector is facing unprecedented challenges as a result of the converging pressures of the digital customer and the long-running global recession. There has possibly never been a time where...
Read more »

download white paper

From the CIO Perspective: What’s Your Customer Service Agenda?

CIO on behalf of KANA surveyed 104 C-level executives and senior IT decision makers, to review the extent to which businesses understand the importance of customer engagement and how far they had...
Read more »

download white paper

Welfare Reform & CRM Technology

This paper examines how CRM technology can be used by Social Landlords to help address the impact of welfare reform, supporting their staff providing a service to their tenants....
Read more »

download white paper

Forrester Technology Adoption Profile: Your Customers are Demanding Omni-Channel Communications. What are you Doing About it?

Consumers are changing how they communicate in their daily lives. Text-based communications via mobile devices, and the social Web in particular, are being used more and more by consumers as an...
Read more »

download white paper

Why will customer contact through the contact center remain the cornerstone of your customer offering?

Research undertaken by KANA and CCA provides insights into some of the emerging trends and ways in which organizations are striving to future proof their customer service offerings by adapting their...
Read more »

download white paper

Serving the Digital Customer in an Age of Austerity

The Public Sector is facing unprecedented challenges as a result of the converging pressures of the digital customer and the long-running recession. There has possibly never been a time where...
Read more »

download white paper

Overcoming the Barriers to Channel Shift: A Public Sector Guide

While most public sector organizations have implemented some form of “channel shift” strategy in response to the converging pressures of the digital customer and austerity, most would say...
Read more »

download white paper

Minimizing Effort to Maximize Loyalty

In the digital age information flows quickly and with few barriers. Companies cannot rely on anecdotal evidence or what company executives think "should" be adequate customer self-service...
Read more »

download white paper

Social Media 2012: State of Adoption Report

Social media has the justifiable attention of business leaders for its ability to help them improve how they interact with customers even while reducing the costs of transactions. But the rollout is...
Read more »

download white paper

Patricia Seybold Group KANA Experience Analytics

KANA Experience Analytics is the social-service offering from KANA. The product monitors, analyzes, and acts on customer conversations on the social web and on internal channels. KANA Experience...
Read more »

download white paper

Delivering a Seamless Customer Experience with Multi-Channel Support

In this study, the Aberdeen group surveyed 180 service professionals and identified patterns and metrics benchmarks that distinguish Best-in-class companies from the average performers. Leading...
Read more »

download white paper

Best Practices for Integrated Listening

Listening to customers does not mean the same thing today as it did five years ago. Today consumers have found strength in numbers. In essence, the community is becoming the consumer. Socialization...
Read more »

download white paper

Automated Listening vs. Keyword-based Monitoring

The monitoring of user-generated content has become increasingly important as companies seek to mine large volumes of text-based brand conversations across today's complex web of customer...
Read more »

download white paper

Why Not Do It By Hand? Manual Processing Vs Automated Listening

Increasing the effectiveness of captive and independent agents is crucial to promoting and sustaining growth in the insurance industry. To increase agent loyalty, enhance their readiness to sell and...
Read more »

download white paper

Customer Listening and Machine Learning

Most companies make great efforts to listen to their customers. They may sponsor a survey, assemble a focus group, or even hire a market research firm. Such efforts emphasize getting specific answers...
Read more »

download white paper

Volume vs Meaning: Effective Customer Listening Requires More Than Keywords

Is it your job to listen to and analyze social media messages and direct customer feedback about your product, brand, or service? Are you leading corporate initiatives that leverage consumer-...
Read more »

download white paper

The Case for a Multichannel Analytics System

If you're simply monitoring keywords in social media to put out fires, you're missing out on what all the chatter really has to offer—a wealth of information about the customer...
Read more »

download white paper

The Changing Face of 311

Some cities have hundreds of phone numbers for accessing city services—some have thousands. For citizens in need of service it's a maze and the easy way out is to dial 911....
Read more »

download white paper

Designing the Great Self-Service Experience

Customers increasingly want to take care of business by themselves—right on your website. Studies show they don't always want to interact with you directly....
Read more »

download white paper

Knowledge-Infused Processes: The Solution to Self-Service Woes

Customers trying to resolve their issues using online self-services are looking to achieve one thing: resolve their issues! Promptly. The experience, however, is often a one-dimensional search that...
Read more »

download white paper

Watson Raised the Bar, So Can You: Set the Standard for Smart Self-Service with Context-Driven Search

Using the web as a channel for customer self-service is a winning scenario for companies looking to reduce service costs while at the same time create a satisfying customer service experience....
Read more »

download white paper

KANA Secure Messaging Drives Compliance with Privacy Regulations

Email is notoriously vulnerable to attack. And securing email content is especially important in today's world — where customers may send confidential information such as credit card and...
Read more »

download white paper

Increase Customer Self-Service Success with KANA Web Collaboration

Customers appreciate the speed and convenience of self-service on the websites of their favorite brands. If they run into difficulty, however, they're inclined to just give up on your online...
Read more »

download white paper

Best Practices to Accelerate the Quality, Consistency and Speed of Email Service

Customer service delivered via email can lower your cost per contact with customers by 75-80% compared with phone support. That's the reason you can't afford not to use it....
Read more »

download white paper

How Technology Manufacturers Can Cut the Cost of High Quality Service

The highly competitive world of technology manufacturing requires manufacturers to find solutions that will help them reduce their operating expenses. Customer service represents a significant cost...
Read more »

download white paper

Six Best Practices in Agent Knowledge Management

How do you make sure your customers are having good service experiences with your brand? You measure the experience and adapt accordingly....
Read more »

download white paper

Guidelines for a Successful Multi-Channel Service Strategy

Switching from self-service to getting help from an agent shouldn't mean starting over. Too often it does. ...
Read more »

download white paper

Building a Profitable Omni-Channel Customer Service Experience

For multi-channel service to truly meet the needs of the modern customer, it must do more than simply provide many channels. Too often, each new channel is implemented as a silo, resulting in multi-...
Read more »

download white paper

The Contact Center in a Profit-Centric Service Organization

In a study of more than 150 service organizations, the best-in-class had a first-call resolution rate of 87%—stunning results compared to an average of 57% for the remaining firms. The same...
Read more »

download white paper

Customer Experience Maturity Model

The Customer Experience Maturity Model (CEMM) helps organizations evaluate its service capabilities and proficiency, assess the current their relative state of maturity, and identify gaps and...
Read more »

download white paper

Delivering a Seamless Customer Experience with Multi-Channel Support

In this study, the Aberdeen group surveyed 180 service professionals and identified patterns and metrics benchmarks that distinguish Best-in-class companies from the average performers. Leading...
Read more »

download white paper

Evidence-Based Service; Listening to Customers to Improve Customer-Service Processes

Every customer interaction, including sales and service, must reflect a company's brand. However, it is quite a challenge to measure the effect which customer service has on a company's brand...
Read more »

download white paper

7 Best Practices for Business Process Management in Customer Service

Effective customer service is not just about customer experiences but about the business processes put in place to deliver them. If your processes are mired in a rigid infrastructure, you can't...
Read more »

download white paper

Dynamic Case Management For Customer Service

There's no way to anticipate every turn a customer interaction may take. A customer may call in to pay a bill and then want to look in to upgrading a service plan or seek advice. ...
Read more »

download white paper

Balance The Competing Demands of Your Customers And Your Business

While 80% of companies believe they are doing an outstanding job delivering good customer experiences, only 8% of their customers actually agree. According to Esteban Kolsky, this gaping disconnect...
Read more »

download white paper

Will Your Customers Really Wait for You to Get Customer Experience Right?

Good customer experiences—and bad ones—define your brand. If your customer service reps are alt-tabbing through dozens of screens—entering and re-entering customer information while...
Read more »

download white paper

Reaping the Benefits of SOA in Customer Service Organizations

In the past few years, service-oriented architecture (SOA) has emerged as a business-centric IT architectural approach that supports integrating a business through linked and repeatable business...
Read more »

download white paper

Seeking a Fix to Customer Service Issues? Don't Look in the Attic

By Charlie Issacs. In cleaning out my attic the other day, I got to thinking about customer data integration in the era of the service oriented architecture (SOA). The reason I began thinking of...
Read more »

download white paper

A Strategic Approach to Customer Engagement

In today’s dynamic world, technology has changed consumer behavior more than at any period in history. This White Paper will provide an overview of how your organization can transform customer...
Read more »

download white paper

A Strategic Approach to Customer Engagement for the Public Sector

In today’s dynamic world, technology has changed consumer behavior more than at any period in history. This White Paper will provide an overview of how your public sector organization can...
Read more »

download white paper

Realizing the Value of Contextual Knowledge - Four Capabilities to Achieve Success

Improving customer satisfaction while containing costs is the ultimate success for almost every customer service organization. In a recent third-party survey of KANA customers, 96 percent of...
Read more »

download white paper

Simplify Customer Service with 360-Degree View of the Customer

Simplify Customer Service with 360-Degree View of the Customer Get to Know Your Customers Better and Improve Agent Efficiency
Read more »

download white paper

Will Your Customers Really Wait for You to Get Service Experience Right in the Financial Service Industry?

Transforming Service Experience to Deliver Customer Advocacy in the Financial Service Industry.
Read more »

download white paper

Build Customer Loyalty Through Smart Customer Service

It's not enough to provide better products at a lower price anymore. The only way to truly stand out is to provide outstanding customer service. This KANA white paper examines the components that...
Read more »

download white paper

Welcome to the World of “Multimodal” Customer Service

Customer service is now moving to another level with the introduction of multimodal service. Previously, a customer would engage with a company or business in a linear manner -- but not anymore!
Read more »

download white paper

Enhancing Customer Experience through CIO and CMO Alignment

Today’s customer experience management (CEM) programs require the involvement and collaboration of all key stakeholders within the enterprise. Aberdeen Group believes that two of these...
Read more »

download white paper

Social Customer Care: Secrets to Build a Winning Strategy

Delivering exceptional customer experiences today is no easy endeavor. Gone are the days when businesses would delight their buyers by solely focusing on accomplishing internal efficiencies in...
Read more »

download white paper

Streamlining the Agent Experience Reduces Unnecessary Costs

Without effective technology tools, 14 percent of agent time is spent looking for information. Aberdeen Group weighs in on how this results in unnecessary costs for businesses, hindering their...
Read more »

download white paper

The Rising Financial Impact of Customer Service

In this insights report, the Aberdeen group highlights the financial link between better customer service and increased company profitability. It will also highlight several best practices that help...
Read more »

download white paper

Don’t Rip and Replace — Wrap and Renew!

The abundance of legacy applications in the contact center can trap a business into rigid, inefficient processes and introduce undue complexity. Over the years, mergers and acquisitions and new...
Read more »

download white paper

Omni-Channel CEM Meets the Contact Center

Aberdeen Group research demonstrates that contact center interactions make or break the customer experience.  Best-in-class firms successfully integrate the contact center with their omni-...
Read more »

download white paper

Omnichannel Customer Service Demands the Intelligent Contact Center

In today’s digital age, where smartphones, tablets and other devices give people anytime, anywhere access to you and your brand, customer service has also gone digital. As new channels of...
Read more »

download white paper

Transform Customer Experience in Only Two Steps Using Case Management

Transform your customer experience with case management by focusing on the needs of the customer for improved process execution and the employee for empowerment. Case management applications...
Read more »

download white paper

Omni-Channel Customer Care – Empowered Customers Demand a Seamless Experience

Customers are no longer confined to a single channel or device to engage businesses. Aberdeen Group explores how the ability to deliver a seamless and consistent experience across multiple...
Read more »

download white paper

Customer Service Channel Trends Study

What’s hot, what’s not and where should practitioners focus next to advance their customer service channel strategies? Independent customer service analyst Esteban Kolsky presents his...
Read more »

download white paper

Scaling the Multichannel Mountain: Three Practical Approaches

There’s been a lot of talk lately about the importance of multichannel service. Not only must you provide every avenue of service to your customers, but each channel must also offer consistent...
Read more »

download white paper

IT Plays Key Role In Engaging Today’s Digital Customer

The business-customer relationship is changing and these days, it’s customers who are calling the shots. No longer is the relationship a simple transactional one in which the business offers...
Read more »

download white paper

Optimizing the Self-Service Experience – Help Customers Help Themselves

Aberdeen Group cautions that businesses can’t afford to ignore the rapidly changing needs and wants of their clients. With 70 percent of consumers expecting customer self-service tools,...
Read more »

download white paper

From the CIO Perspective: What’s Your Customer Service Agenda?

CIO on behalf of KANA surveyed 104 C-level executives and senior IT decision makers, to review the extent to which businesses understand the importance of customer engagement and how far they had...
Read more »

download white paper

Customer Experience Maturity Model

The Customer Experience Maturity Model (CEMM) helps organizations evaluate its service capabilities and proficiency, assess the current their relative state of maturity, and identify gaps and...
Read more »

download white paper

Delivering a Seamless Customer Experience with Multi-Channel Support

In this study, the Aberdeen group surveyed 180 service professionals and identified patterns and metrics benchmarks that distinguish Best-in-class companies from the average performers. Leading...
Read more »

download white paper

Evidence-Based Service; Listening to Customers to Improve Customer-Service Processes

Every customer interaction, including sales and service, must reflect a company's brand. However, it is quite a challenge to measure the effect which customer service has on a company's brand...
Read more »

download white paper

7 Best Practices for Business Process Management in Customer Service

Effective customer service is not just about customer experiences but about the business processes put in place to deliver them. If your processes are mired in a rigid infrastructure, you can't...
Read more »

download white paper

Dynamic Case Management For Customer Service

There's no way to anticipate every turn a customer interaction may take. A customer may call in to pay a bill and then want to look in to upgrading a service plan or seek advice. ...
Read more »

download white paper

Balance The Competing Demands of Your Customers And Your Business

While 80% of companies believe they are doing an outstanding job delivering good customer experiences, only 8% of their customers actually agree. According to Esteban Kolsky, this gaping disconnect...
Read more »

download white paper

Will Your Customers Really Wait for You to Get Customer Experience Right?

Good customer experiences—and bad ones—define your brand. If your customer service reps are alt-tabbing through dozens of screens—entering and re-entering customer information while...
Read more »

download white paper

Reaping the Benefits of SOA in Customer Service Organizations

In the past few years, service-oriented architecture (SOA) has emerged as a business-centric IT architectural approach that supports integrating a business through linked and repeatable business...
Read more »

download white paper

Seeking a Fix to Customer Service Issues? Don't Look in the Attic

By Charlie Issacs. In cleaning out my attic the other day, I got to thinking about customer data integration in the era of the service oriented architecture (SOA). The reason I began thinking of...
Read more »

download white paper

5 Key Questions You Should Ask When Considering a Cloud-Based Contact Center

Many customer service organizations are moving to cloud-based contact centers for the promise of flexibility, scalability and speed of deployment while lowering the costs associated with managing...
Read more »

download white paper

Enhancing Customer Experience through CIO and CMO Alignment

Today’s customer experience management (CEM) programs require the involvement and collaboration of all key stakeholders within the enterprise. Aberdeen Group believes that two of these...
Read more »

download white paper

Streamlining the Agent Experience Reduces Unnecessary Costs

Without effective technology tools, 14 percent of agent time is spent looking for information. Aberdeen Group weighs in on how this results in unnecessary costs for businesses, hindering their...
Read more »

download white paper

Omni-Channel CEM Meets the Contact Center

Aberdeen Group research demonstrates that contact center interactions make or break the customer experience.  Best-in-class firms successfully integrate the contact center with their omni-...
Read more »

download white paper

Omni-Channel Customer Care – Empowered Customers Demand a Seamless Experience

Customers are no longer confined to a single channel or device to engage businesses. Aberdeen Group explores how the ability to deliver a seamless and consistent experience across multiple...
Read more »

download white paper

Optimizing the Self-Service Experience – Help Customers Help Themselves

Aberdeen Group cautions that businesses can’t afford to ignore the rapidly changing needs and wants of their clients. With 70 percent of consumers expecting customer self-service tools,...
Read more »

download white paper

Forrester Technology Adoption Profile: Your Customers are Demanding Omni-Channel Communications. What are you Doing About it?

Consumers are changing how they communicate in their daily lives. Text-based communications via mobile devices, and the social Web in particular, are being used more and more by consumers as an...
Read more »

download white paper

A Strategic Approach to Customer Engagement for the Public Sector

In today’s dynamic world, technology has changed consumer behavior more than at any period in history. This White Paper will provide an overview of how your public sector organization can...
Read more »

download white paper

Realizing the Value of Contextual Knowledge within State Agency Customer Support

State agencies are facing unprecedented challenges as a result of the converging pressures of the increasing expectations of the digital customer and heavily scrutinized budgets. These two challenges...
Read more »

download white paper

Connecting with Constituents through Better Customer Service Technologies

Government agencies face a double-edged sword when it comes to citizen service: They are serving a populace that is technologically advanced, with an expectation of instant, always-available...
Read more »

download white paper

A Digital First Framework for the Public Sector

The public sector is facing unprecedented challenges as a result of the converging pressures of the digital customer and the long-running global recession. There has possibly never been a time where...
Read more »

download white paper

Welfare Reform & CRM Technology

This paper examines how CRM technology can be used by Social Landlords to help address the impact of welfare reform, supporting their staff providing a service to their tenants....
Read more »

download white paper

Serving the Digital Customer in an Age of Austerity

The Public Sector is facing unprecedented challenges as a result of the converging pressures of the digital customer and the long-running recession. There has possibly never been a time where...
Read more »

download white paper

Overcoming the Barriers to Channel Shift: A Public Sector Guide

While most public sector organizations have implemented some form of “channel shift” strategy in response to the converging pressures of the digital customer and austerity, most would say...
Read more »

download white paper

The Changing Face of 311

Some cities have hundreds of phone numbers for accessing city services—some have thousands. For citizens in need of service it's a maze and the easy way out is to dial 911....
Read more »

download white paper

Streamlining the Agent Experience Reduces Unnecessary Costs

Without effective technology tools, 14 percent of agent time is spent looking for information. Aberdeen Group weighs in on how this results in unnecessary costs for businesses, hindering their...
Read more »

download white paper

Guidelines for a Successful Multi-Channel Service Strategy

Switching from self-service to getting help from an agent shouldn't mean starting over. Too often it does. ...
Read more »

download white paper

Building a Profitable Omni-Channel Customer Service Experience

For multi-channel service to truly meet the needs of the modern customer, it must do more than simply provide many channels. Too often, each new channel is implemented as a silo, resulting in multi-...
Read more »

download white paper

The Contact Center in a Profit-Centric Service Organization

In a study of more than 150 service organizations, the best-in-class had a first-call resolution rate of 87%—stunning results compared to an average of 57% for the remaining firms. The same...
Read more »

download white paper

Social Media 2012: State of Adoption Report

Social media has the justifiable attention of business leaders for its ability to help them improve how they interact with customers even while reducing the costs of transactions. But the rollout is...
Read more »

download white paper

Patricia Seybold Group KANA Experience Analytics

KANA Experience Analytics is the social-service offering from KANA. The product monitors, analyzes, and acts on customer conversations on the social web and on internal channels. KANA Experience...
Read more »

download white paper

Best Practices for Integrated Listening

Listening to customers does not mean the same thing today as it did five years ago. Today consumers have found strength in numbers. In essence, the community is becoming the consumer. Socialization...
Read more »

download white paper

Automated Listening vs. Keyword-based Monitoring

The monitoring of user-generated content has become increasingly important as companies seek to mine large volumes of text-based brand conversations across today's complex web of customer...
Read more »

download white paper

Why Not Do It By Hand? Manual Processing Vs Automated Listening

Increasing the effectiveness of captive and independent agents is crucial to promoting and sustaining growth in the insurance industry. To increase agent loyalty, enhance their readiness to sell and...
Read more »

download white paper

Customer Listening and Machine Learning

Most companies make great efforts to listen to their customers. They may sponsor a survey, assemble a focus group, or even hire a market research firm. Such efforts emphasize getting specific answers...
Read more »

download white paper

Volume vs Meaning: Effective Customer Listening Requires More Than Keywords

Is it your job to listen to and analyze social media messages and direct customer feedback about your product, brand, or service? Are you leading corporate initiatives that leverage consumer-...
Read more »

download white paper

The Case for a Multichannel Analytics System

If you're simply monitoring keywords in social media to put out fires, you're missing out on what all the chatter really has to offer—a wealth of information about the customer...
Read more »

download white paper

The Knowledge Base of the Future – Five Cutting-Edge Ideas You Can Implement Now

While we may still be waiting for flying cars and calorie-free ice cream, the future may be closer than you think when it comes to knowledge management. Here are five progressive ideas you can...
Read more »

download white paper

How Technology Manufacturers Can Cut the Cost of High Quality Service

The highly competitive world of technology manufacturing requires manufacturers to find solutions that will help them reduce their operating expenses. Customer service represents a significant cost...
Read more »

download white paper

Six Best Practices in Agent Knowledge Management

How do you make sure your customers are having good service experiences with your brand? You measure the experience and adapt accordingly....
Read more »

download white paper

Three Keys To Successful Web Self-Service

With the explosion of online content and the emergence of digital devices (smartphones, tables, etc.) to access that content, companies have to do more to attract and retain customers. It is no...
Read more »

download white paper

Optimizing the Self-Service Experience – Help Customers Help Themselves

Aberdeen Group cautions that businesses can’t afford to ignore the rapidly changing needs and wants of their clients. With 70 percent of consumers expecting customer self-service tools,...
Read more »

download white paper

Why will customer contact through the contact center remain the cornerstone of your customer offering?

Research undertaken by KANA and CCA provides insights into some of the emerging trends and ways in which organizations are striving to future proof their customer service offerings by adapting their...
Read more »

download white paper

Minimizing Effort to Maximize Loyalty

In the digital age information flows quickly and with few barriers. Companies cannot rely on anecdotal evidence or what company executives think "should" be adequate customer self-service...
Read more »

download white paper

Delivering a Seamless Customer Experience with Multi-Channel Support

In this study, the Aberdeen group surveyed 180 service professionals and identified patterns and metrics benchmarks that distinguish Best-in-class companies from the average performers. Leading...
Read more »

download white paper

Designing the Great Self-Service Experience

Customers increasingly want to take care of business by themselves—right on your website. Studies show they don't always want to interact with you directly....
Read more »

download white paper

Knowledge-Infused Processes: The Solution to Self-Service Woes

Customers trying to resolve their issues using online self-services are looking to achieve one thing: resolve their issues! Promptly. The experience, however, is often a one-dimensional search that...
Read more »

download white paper

Watson Raised the Bar, So Can You: Set the Standard for Smart Self-Service with Context-Driven Search

Using the web as a channel for customer self-service is a winning scenario for companies looking to reduce service costs while at the same time create a satisfying customer service experience....
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KANA Secure Messaging Drives Compliance with Privacy Regulations

Email is notoriously vulnerable to attack. And securing email content is especially important in today's world — where customers may send confidential information such as credit card and...
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Increase Customer Self-Service Success with KANA Web Collaboration

Customers appreciate the speed and convenience of self-service on the websites of their favorite brands. If they run into difficulty, however, they're inclined to just give up on your online...
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Best Practices to Accelerate the Quality, Consistency and Speed of Email Service

Customer service delivered via email can lower your cost per contact with customers by 75-80% compared with phone support. That's the reason you can't afford not to use it....
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