Use KANA SEM to Take the Pain Out of Assisted-Service
Think about the agents in your contact center and the agents who handle Web chat. What if any agent could take any call? What if your agents could follow the right process,...
S&OP: Best Practices for Better Business Agility
Sales and operations planning was the highest-prioritized application area in the IDC vertical markets' IT survey. Read Simon Ellis', Practice Director for supply chain strategies...
7 Best Practices for Business Process Management in Customer Service
If your processes are mired in a rigid infrastructure, you can't adapt the service experience at the pace of change required. If you can't measure the effect of your business...
Six Best Practices for Agent Knowledge Management
How do you make sure your customers are having good service experiences with your brand? You measure the experience and adapt accordingly. Process improvement is a cornerstone...
Best Practices for Integrated Listening
Listening to customers does not mean the same thing today as it did five years ago. Today consumers have found strength in numbers. In essence, the community is becoming the...
The Definitive Guide to Integrating Social Media and Email
First off, social media usage actually makes consumers even more engaged with their email inbox. Plus social media users are likely to share their email-delivered content...
