KANA to Host SSPA Webinar on Maintaining the Customer Experience Amidst Rapid eChannel Adoption
MENLO PARK, Calif. – September 19, 2006 – KANA Software Inc. (PinkSheets: KANA.PK), a world leader in multi-channel customer service, today announced that it will co-host a Webinar with the Service & Support Professionals Association (SSPA) on Thursday, September 21, 2006 at 11:00 a.m. PDT. Lead by KANA and SSPA Vice President of Research John Ragsdale, the Webinar will examine the tremendous growth and adoption of eChannels, including email, chat and Web self-service, and outline best practices for meeting this increased demand while maintaining an exemplary customer experience.
Who: Charlie Isaacs, CTO at KANA, and John Ragsdale, Vice President of Research at the SSPA
What: Mr. Isaacs and Mr. Ragsdale will present a live Webinar entitled, “eChannel Domination: Chat, Email and Web Self-Service Drive the Customer Experience.” According to SSPA research, eChannels currently constitute 49 percent of all service interactions and are expected to bypass phone volume for the first time by the end of the year. This informative Webinar will outline the various factors and trends driving the explosion of eChannel interactions, while exploring channel usage consistency across technology segments and customer demographics. In addition, the two industry experts will offer timely tips and best practices for leveraging eService technologies to effectively manage this growth without increasing costs or impacting the customer experience.
When: Thursday, September 21, 2006 at 11:00 a.m. PDT/ 2:00 p.m. EDT
Filed under: Kana
