Webinars

Explore our library of white papers to learn best practices, strategies, and different ways your organization can improve the customer experience you deliver.

• Derive Powerful Insights from Email by Listening to the Voice of Your Customers on Social Channels
  KANA is excited to introduce KANA Service Experience Management (SEM) Social, 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 SEM Social, means actionable insight for you. With SEM Social, KANA Response can detect customer sentiment and highlight pervasive issues – by directly analyzing email inquiries. It can also tap into facebook, twitter to detect emerging trends or issues. Furthermore, you can take immediate action – agents can respond directly to social media posts from within KANA Response.
• Social Media Listening – How to Achieve Clarity
  Embracing Social Media Listening enables organisations to capture, listen and understand the meaning of online chatter. Why do your customers contact you? Which channels do they use and why? What they do and don’t like about their Service Experience. In addition organisations are able to identify and respond to critical issues, track emerging issues and trends and improve the service process. Learn what listening looks like and understand the practical application of those insights.
• 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:
  
  (i)   Meld Knowledge Into The Agent Workflow
  (ii)  Make Knowledge Interactive Within The Agent Interface
  (iii)  Improve Knowledge Delivery Via Process Based Analytics