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The New KM: The Heart of a Multi-Channel Customer Experience

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Customer Service has taken its place as the long-anticipated “killer app” for knowledge management. And rightly so - leveraging information into actionable knowledge is critical to answering customer questions, improving customer experiences and quickly and accurately resolving customer problems.

But emerging trends have forever altered the many ways your customers interact with you. Social networks are now the ruling channels for customers’ first contact. The quality of the service experience they meet when they arrive at your door will determine your business’ stature in their minds.

Your customers expect a lot... and they are dissatisfied. They can’t find what they are looking for. They can’t find help where they need it. The experience isn’t tailored for them. Their dissatisfaction costs you... maybe more than you know.

The solution is all around you. The combined experience, expertise and information that resides in your information technology and your people’s minds can be applied to resolve your customer-contact challenges. And there is technology available to help you do it.

Learn how to leverage YOUR knowledge assets for better customer experiences in this special one-hour live Web event:

 

The New KM: The Heart of a
Multi-Channel Customer Experience

 

This roundtable panel of experts will discuss many of the best practices you need to learn to improve your customers’ experience, such as:

  • How to provide a consistent experience across all channels
  • How context can be used to help people find what they are looking for
  • How to deliver a personalized service experience
  • How to measure and analyze the quality of your customer interaction
  • How to deploy virtual assistant technology
  • How to bridge the gap between the transactional and help sections of your website so that people find help when they need it

Audio is streamed over the Internet, so turn up your computer speakers!

 
MODERATOR  
 
Andy Moore
Publisher
KMWorld
 
 
PRESENTERS
Vikas Nehru
VP, Product Marketing
KANA
Mike Hennessy
VP Marketing
Intelliresponse

Jeff Weinstein
President and CEO
RightAnswers

Duane George
Director Global Services, Knova
Consona

 
 

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