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» KNOVA's Free Web Seminar Series
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KNOVA's Free Web Seminar Series
Latest Web Seminar:
Creating the WOW Customer Experience:
Delivering Support Capabilities to Exceed Expectations
Register and View On Demand
Can you remember a time without the Internet? Remember when cell phones were the size and weight of a brick – and only a few people could afford one?
The current generations of young managers and executives grew up with high-tech, and the up and coming generation of workers (management of tomorrow!) can’t remember life before text messaging, blogging, Wikipedia, MySpace, FaceBook and YouTube.
These customers expect instant gratification and open interaction. That means:
- Knowledge-enabled self-service
- Interactive support options including forums
- No phone queues and cumbersome touch-tone menus
- Expert sales and support agents
Join industry guru Pete McGarahan and Consona CRM’s Michael Tarbet as we explore the changing landscape of customer expectations, the technology needed to meet those expectations, and the right metrics to measure.
Register and View On Demand
On Demand Web Seminars:
Find the Big Pay-off in
Customer Service using CRM
“The customer experience is arguably the last remaining differentiator between service providers,” says Sheryl Kingstone, Director of Enterprise Research at Yankee Group. “Service providers today see the value in investments to better their customer experience, but many lack the holistic vision necessary to determine what this experience needs to be and an effective strategy to address both systems and business processes to assure a successful, low-risk transformation.”
Despite costly CRM and service tool implementations, many companies wonder why their customer satisfaction ratings are barely rising. In fact, research shows only a 2 percent rise in customer satisfaction across industries. After all of the expenses, where’s the pay-off?
Join us as we talk with well-known CRM industry analyst, Sheryl Kingstone of Yankee Group, about common mistakes companies are making in their struggle to improve their customer service through technology.
Sheryl will discuss:
- A big-picture take on the difference between customer service and customer experience.
- The disconnect between business process improvement and the customer experience.
- Top obstacles for companies to overcome in order to transcend customer service and manage the customer experience.
Register and View On Demand
Got Wiki-mania?
Consider All Your Collaborative Options
The wiki discussion can be polarizing. Some embrace wikis as the must-have, “next big thing” while others raise valid concerns around security, misleading information and corporate messaging.
Whichever side you’re on, or even if you are undecided, the common denominator is building a sustainable and productive Web 2.0 customer service environment. Today’s best service and support organizations are looking to provide a knowledge-enabled collaborative environment where peer support and self-service provide maximum benefit to customers and the bottom line.
Register and View On Demand
5 Steps to Supercharge
Customer Service with Dynamic KM
If you have found that CRM is not enough, you are not alone. Embedding dynamic knowledge management in the customer service process will take you to the next level.
- Create and maintain knowledge as you solve issues
- Drive customer success with self-service
- Improve first call resolution rates while deflecting incoming calls
- Move from a tiered, escalation model to a collaboration model
- Fix it once, use it often!
Watch this informative KMWorld event and learn how to get started.
Register and view on demand
Meet KNOVA at upcoming industry events:
SSPA Best Practices Conference
Santa Clara, CA
Spring 2009
SSPA Services Leadership Conference
Las Vegas, NV
Fall 2009
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