Overview: Kana is a leading provider of enterprise relationship management (eCRM) solutions. Kana delivers comprehensive e-business applications for managing interactions and relationships among customers, partners, suppliers, and the enterprise.
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Solutions offered by KANA.
A contact center manager's guide to integrating self-service by KANA. August 01, 2012 - Leveraging self-service technologies in your contact center can significantly reduce costs, but successful implementation is tricky. Gain expert advice on how to ensure your self-service contact center initiative is a success. Read on to learn self-service contact center best practices, how to obtain executive support, and more.
Customer Service is Not an Assembly Line - Retool your Service Experience with Dynamic Case Management by KANA. June 22, 2012 - Check out this informative webcast to understand how customer service and dynamic case management are related and how to build a strategy for both.
Governing Customer Experience Across Channels by KANA. August 01, 2012 - Read this expert e-book to uncover why customer experience management (CEM) technology is the key to improving customer satisfaction and learn how to provide a consistent customer experience across all communication channels through a comprehensive CEM strategy.
Six Best Practices for Agent Knowledge Management by KANA. June 21, 2012 - Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues.
What If Any Agent Could Take Any Call? by KANA. June 22, 2012 - Good customer service involves leveraging policies, people, and technology to answer customer questions and solve problems with accuracy, speed, and consistency. Check out this paper for tips on how to relieve customer service pain points and get your agents able to answer calls with ease, and keep customers coming back time and time again.
Will Your Customers Really Wait for You to Get Service Experience Right? by KANA. June 21, 2012 - In order to prosper in today’s challenging environment, delivering high quality customer service is critical. This paper outlines an approach to building a solid customer service strategy and addresses common challenges as well as tips for avoiding and overcoming pitfalls.