Join experts, our guest Zach Hofer-Shall at Forrester Research and Mark Angel, Executive Vice President and Chief Technology Officer at KANA to capture the view of the Customer Service Manager and better understand of goals and how can social (listening, or communities) help achieve them.
Webinar on Powering Customer Support with Social Media Intelligence Join us to explore the power of social media’s explosive growth and what it means to consumers and brands. Learn about the new ways consumers interact with companies and their expectations of engagement through social channels by way of proactive and reactive engagement (ie: monitoring keywords and following up is more or less common knowledge, whereas identifying statistically relevant emerging patterns of conversation and taking action is not). Join experts, our guest Zach Hofer-Shall at Forrester Research and Mark Angel, Executive Vice President and Chief Technology Officer at KANA to capture the view of the Customer Service Manager and better understand: 1. Goals and how can social (listening, or communities) help achieve them (ie: driving down cost, improving customer satisfaction, etc.) 2. Governance and privacy and how they should address it 3. Examples of where social is being used really well in customer service Webinar URL http://www.kana.com/better-practices/events.php About KANA KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives managers total control over the customer service process, so they can take care of their brand while taking care of customers. By unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved NPS at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley and has offices worldwide. REGISTER NOW ©2011 KANA Software, Inc. Know more - customer service solutions , Knowledge management , Customer Service Experience , social media monitoring
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