Webinar on Take Control of the Agent Desktop to Measurably Improve the Customer Experience

Webinar on Take Control of the Agent Desktop to Measurably Improve the Customer Experience
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A Discussion with Independent Research Analyst Kerry Bodine

Whether your contact center handles sales, customer service, collections or technical support, chances are you are intensely focused on
the Customer Experience while trying to balance the competing goals of controlling costs and managing risk or compliance.
Customer service is first and foremost about people - customers and agents that serve them. Like all dedicated employees, agents just
want to do their job well. But with increased complexity and disconnected technologies that they have to work with, it's a losing battle.
Without control of the agent desktop, you're not in control of the experience your customers are receiving. Time is lost and so are your
customers while agents alt-tab their way through disconnected applications, copy and paste across systems, and search siloed
information.
When you evaluate your call center activity do you ever see your agents:
Enter the same data over and over in different systems because they do not talk to each another?
Spend valuable time at the end of every customer call entering notes to document the tasks they just performed?
Ask callers for the same information more than once during a call?
Place customers on hold or give excuses like "The computer is slow today" while they search multiple systems and data sources
for the information they need?
Neglect to offer up-sell or cross-sell promotions because the call length has exceeded the customer's patience?
Join experts, our guest Kerry Bodine, Vice President, Principal Analyst at Forrester Research and Vikas Nehru, Vice President of Product
Marketing at KANA, to better understand many common customer experience issues in call centers and how improving the agent
experience via desktop consolidation, knowledge-infused processes and an adaptive desktop will not only improve customer satisfaction,
but also make your call centers more efficient.
Date & Time-
August 29, 2011 at 10:00AM PT / 1:00PM ET
Presenters-
Kerry Bodine, Vice President, Principal Analyst, Forrester Research, Inc. Vikas Nehru, Vice President, Product Marketing, KANA

Webinar URL
http://www.kana.com/better-practices/webinar-take-control-agent-desktop.php

About KANA
KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives
managers total control over the customer service process, so they can take care of their brand while taking care of customers. By
unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced
handling time, increased resolution rates and improved NPS at more than 600 enterprises, including half of the Global 100 and more
than 200 government agencies. KANA is based in Silicon Valley and has offices worldwide.
REGISTER NOW
(c)2011 KANA Software, Inc.
Know more -customer service chat, email response, customer service solutions , web self service , agent desktop

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