KANA, Patricia Seybold Group and 1-800-FLOWERS.COM to Host KMWorld Webinar on Optimizing Contact Centers to Beat the Holiday Rush
MENLO PARK, Calif. – November 2, 2006 – KANA Software Inc. (PinkSheets: KANA.PK), a world leader in multi-channel customer service, today announced that it will participate in a live KMWorld Webcast on Tuesday, November 7, 2006 at 11:00 a.m. PST. Lead by KANA and featuring Patricia Seybold Group and KANA customer 1-800-FLOWERS.COM, the Webinar will outline how organizations can best prepare their contact centers for the expected surge in customer inquiries and retail sales during the 2006 holiday season.
Who: Vikas Nehru, vice president of products at KANA; Mitchell Kramer, senior vice president and senior consultant/analyst at Patricia Seybold Group; and Lou Orsi, vice president, Vendor and Service Center Relations at 1-800-FLOWERS.COM.
What: Mr. Nehru, Mr. Kramer and Mr. Orsi will present a live Webinar entitled, “Beating the Holiday Rush – Is Your Contact Center Ready?” The National Retail Federation recently predicted that the 2006 holiday season will show a sales increase of five percent, to $457.4 billion, compared with last year—presenting a lucrative opportunity for retailers that are able to capitalize on the holiday shopping season. At the same time, service volumes traditionally skyrocket each November and December as consumers busy themselves with holiday shopping and end of year planning. This educational Webinar will discuss trends in seasonal fluctuation and service volumes, how they impact your business, and how companies like 1-800-FLOWERS.COM are leveraging technology to effectively manage this up tick without a corresponding increase in costs.
Additional discussion points include:
- The most effective e-channels for communication – including email, chat and Web self-service
- How to prepare in advance of the holiday rush
- What customers are looking for and how to best satisfy their requests
- What every contact center agent needs to know to be successful during the holiday season
When: Tuesday, November 7, 2006 at 11:00 a.m. PST/ 2:00 p.m. EST
Where: Register at: http://www.kmworld.com/webinars/register.aspx?eventid=183
Filed under: Kana
