KANA and Basex to Host KMWorld Webinar on Leveraging Enterprise Intelligence to Enhance Customer Satisfaction
MENLO PARK, Calif. – February 15, 2007 – KANA Software, Inc. (OTCBB: KANA.OB), a world leader in multi-channel customer service, today announced that it will participate in a live KMWorld Webinar on Tuesday, February 20, 2007 at 11:00 a.m. PDT. Featuring Basex CEO and Chief Analyst Jonathan Spira, the Webinar will explore how organizations can apply enterprise intelligence to drive efficiency and effectiveness across customer service and support channels.
Who: Jonathan Spira, CEO and chief analyst at Basex, and Chris Hall, vice president of product strategy at KANA.
What: Mr. Spira and Mr. Hall will present during a live Webinar entitled, “Your Customers Have Questions: Give them intelligent solutions across all channels.” Many companies are not enabling their service channels to provide intelligent service. The result? Frustrated customers, poor service levels, and lost business. Studies show that resolving issues on first contact is the number one source of customer satisfaction.
Mr. Spira will begin the Webinar by describing issues companies face as they strive to improve customer satisfaction levels, and will be followed by Mr. Hall’s presentation on how to best utilize intelligence across all channels in order to achieve first contact resolution.
The two industry experts will also share insight and best practices for:
- Resolving customer inquiries on the first try over the phone, web, or email
- Leveraging intelligence to empower customers through self-service and email
- Using that same intelligence in the call center to empower agents with customer history and rapid answer capabilities
- Improving service channel options while lowering service costs
When: Tuesday, February 20 at 11:00 a.m. PT/ 2:00 p.m. ET
Where: Register at: www.kmworld.com/webinars/register.aspx?eventid=202.
Filed under: Kana
