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Kana agent-desktop-webinar-mitch-kramer
1. Welcome
 to
 KANAâs
 Live
 Webinar:
What
 If
Â
Any
 Agent
Â
Could
 Handle
Â
Any
 Call?
Patricia Seybold Group
We
 will
 begin
 at
 3
 minutes
 past
 the
 hour.
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
2. Mitch Kramer
⢠Analyst
⢠Consultant
⢠Writer
⢠Grandson and son of retailers
⢠Historian
⢠Married to a high school English
teacher
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
3. Outline
⢠Introduction
⢠Customer service
â Definition
â Requirements
â Assisted service issues
⢠Enabling any agent to handle any call
⢠KANA SEM
⢠Conclusion
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
4. Patricia Seybold Group
⢠Consulting and technology research and publishing
⢠Founded in 1978; based in Boston
⢠Make it easy for your customers to do
business with youâŚ
⢠âŚand you will have satisfied, loyal,
profitable customers
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
5. The Any Agent, Any Call Quiz
1. Which of these is NOT a customer service resource?
a) ERP system
b) Knowledgebase
c) Sales force automation system
d) CRM system
e) None of the above
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
6. The Any Agent, Any Call Quiz
2. Which of these is the biggest customer issue in customer
service?
a) Long hold time
b) Different answers on the Web and on the telephone
c) Retelling the âstory.â
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
7. The Any Agent, Any Call Quiz
3. Which of these is the biggest agent issue in customer
service?
a) Training time
b) Average call time
c) Deflected cases/incidents/tickets
d) Escalations
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
8. The Any Agent, Any Call Quiz
4. Who is Ronald Katz?
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
9. What Is Customer Service?
Good afternoon,
ABC Software.
My name is Ann.
How may I help
you?
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
10. Customer Service Apps, Data, Content
Customer Service ⢠Case management
⢠Knowledge management
⢠CRM
⢠ERP
Customer Service Channels
Customer
⢠Self service
⢠Social service
Customer
⢠Assisted service
Customer
Service
Service
Lifecycle
Customer Lifecycle
⢠Plan
⢠Explore & Select
⢠Purchase
Customer
Channels
⢠Install & Use
⢠Manage & Maintain
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
11. Customer Service Requirements
Customers want Organizations want
⢠Answers and solutions ⢠Answers and solutions
⢠Effective and efficient ⢠Efficient and effective
⢠Fast and easy ⢠Fast and easy
⢠Accurate and authoritative ⢠Accurate and authoritative
⢠Multi-channel ⢠Multi-channel
⢠Consistent across channels ⢠Consistent across and within
⢠Seamless cross-channel escalation channels
â Know who I am
â Know what matters to me now
â Know my products, orders, bills
â Know my issues
â Donât make me tell my story again
â Speak my language
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
12. What if Any Agent Could Handle Any Call?
⢠What if your agents could follow the right process, just as
you had envisioned it?
⢠What if your agents didn't have to alt_tab through 15
applications on their desktop?
⢠What if your agents didn't need to use post-it notes and
index cards?
⢠What if you didn't have to spend months and months on
training agents?
⢠What if every agent could be your best agent?
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
13. What if your agents could follow the right
process, just as you had envisioned it?
Impact Possible solutions
⢠Inconsistent answers and solutions ⢠Improve training
in assisted service ⢠Software that supports customer
⢠Customer abandonment service processes
⢠Process simplification
⢠Inefficient and ineffective customer
Benefits
service
⢠Reduce training
Root cause(s)
⢠Improve customer service
⢠Agentsâ training, skills, style consistency, effectiveness, and
⢠Customer service software does not efficiency
support customer service ⢠Improve customer acquisition and
processes. retention
⢠Process complexity
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
14. Customer Service Processes
⢠Financial applications Process characteristics
â Mortgages ⢠Multi-step
â Retirement accounts ⢠Conditional
â Mutual fund and brokerage
accounts ⢠Services from many applications
⢠Healthcare ⢠Data from many sources
â Enrollments
â Claims
⢠Government
â Enrollments
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
15. What if your agents didn't have to alt_tab through
15 applications on their desktop?
Impact Possible solutions
⢠Slow, inefficient, and ineffective ⢠Software that does the
customer service integration for the agents
Root cause(s) Benefits
⢠Customer service requires a ⢠Speed the delivery of answers
wide range of IT resources and solutions
⢠Reduce agent training
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
16. What if your agents didn't need to use post-it
notes and index cards?
Impact Possible solutions
⢠Slow, inconsistent, ineffective, ⢠Improve training
and inefficient customer service ⢠Software that integrates training,
Root cause(s) integrates post-it notes
⢠Gaps in agent training Benefits
⢠Ineffective agent training ⢠Reduce cost to service through
⢠Agent skill level faster calls, reduced training
⢠New policies, procedures,
products and services
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
17. What if you didn't have to spend months and
months on training agents?
Impact Possible solutions
⢠Increased cost to serve ⢠Improve training
⢠Increased staff (to do the ⢠Hire better agents
training) ⢠Software that builds-in and
⢠Agent job satisfaction automates policies, procedures,
Root cause(s) processes
⢠Breadth and depth of knowledge Benefits
required to become an agent ⢠Reduced cost to serve
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
18. What if every agent could be your best agent?
Impact Possible solutions
⢠Varied quality of customer ⢠Improve training
service ⢠Software that integrates training
Root cause(s) Benefits
⢠Agent training, skills, ⢠Consistent customer service
experience, style ⢠Improved customer satisfaction
⢠Capabilities of customer service
systems
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
19. SummarizingâŚ
Impacts Possible solutions
⢠Inconsistent answers and solutions ⢠Training
in assisted service ⢠Agent skill, style
⢠Customer abandonment
⢠Software
⢠Slow, inefficient, and ineffective
customer service Benefits
⢠Increased cost to serve ⢠Cost to serve
⢠Increased staff (to do the training) ⢠Quality of customer service
⢠Agent job satisfaction ⢠Customer acquisition, retention, and
⢠Varied quality of customer service satisfaction
Causes
⢠Training
⢠Agents
⢠Software
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
20. KANA Service Experience Management (SEM)
Software that enables any agent to handle any call
⢠Process oriented customer service
⢠SEMâs processes embed knowledge of policies,
procedures, standards, and practices
⢠SEM packages predefined process building blocks to
speed design and development
⢠SEM uses SOA for integration of apps and data
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
21. Visual SEM Development
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
22. KANA SEM
⢠Policies
⢠Procedures
⢠Standards
⢠Practices
⢠Customer service
applications
⢠Operational
applications
Customer ⢠Data
⢠Content
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
23. KANA SEM
KANA SEM
⢠Policies
⢠Procedures
⢠Standards
⢠Practices
⢠Customer service
applications
⢠Operational
applications
Customer ⢠Data
⢠Content
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
24. What if Any Agent Could Handle Any Call?
⢠What if your agents could follow the right process, just as
you had envisioned it?
⢠What if your agents didn't have to alt_tab through 15
applications on their desktop?
⢠What if your agents didn't need to use post-it notes and
index cards?
⢠What if you didn't have to spend months and months on
training agents?
⢠What if every agent could be your best agent?
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
25. What if Any Agent Could Handle Any Call?
⢠What if your agents could
follow the right process, just
as you had envisioned it?
⢠What if your agents didn't have
to alt_tab through 15
applications on their desktop?
⢠What if your agents didn't need
to use post-it notes and index
cards?
⢠What if you didn't have to spend
months and months on training
agents?
⢠What if every agent could be
your best agent?
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
26. What if Any Agent Could Handle Any Call?
⢠What if your agents could ⢠Your agents use KANA SEM
follow the right process, just Experience Flows to help
as you had envisioned it? answer questions and solve
⢠What if your agents didn't have problems. Experience Flows
to alt_tab through 15 automate customer service
applications on their desktop? processes.
⢠What if your agents didn't need
to use post-it notes and index
cards?
⢠What if you didn't have to spend
months and months on training
agents?
⢠What if every agent could be
your best agent?
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
27. What if Any Agent Could Handle Any Call?
⢠What if your agents could follow
the right process, just as you
had envisioned it?
⢠What if your agents didn't
have to alt_tab through 15
applications on their desktop?
⢠What if your agents didn't need
to use post-it notes and index
cards?
⢠What if you didn't have to spend
months and months on training
agents?
⢠What if every agent could be
your best agent?
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
28. What if Any Agent Could Handle Any Call?
⢠What if your agents could follow
the right process, just as you
had envisioned it?
⢠Experience Flows use SOA to
⢠What if your agents didn't integrate any external
have to alt_tab through 15
applications on their desktop? resource and present service
results, data, or content in
⢠What if your agents didn't need
to use post-it notes and index context with the customer
cards? service process
⢠What if you didn't have to spend
months and months on training
agents?
⢠What if every agent could be
your best agent?
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
29. What if Any Agent Could Handle Any Call?
⢠What if your agents could follow
the right process, just as you
had envisioned it?
⢠What if your agents didn't have
to alt_tab through 15
applications on their desktop?
⢠What if your agents didn't
need to use post-it notes and
index cards?
⢠What if you didn't have to spend
months and months on training
agents?
⢠What if every agent could be
your best agent?
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
30. What if Any Agent Could Handle Any Call?
⢠What if your agents could follow
the right process, just as you
had envisioned it?
⢠What if your agents didn't have
to alt_tab through 15
applications on their desktop?
⢠Experience Flows integrate
⢠What if your agents didn't
need to use post-it notes and and leverage knowledge.
index cards? Update your knowledgebase
⢠What if you didn't have to spend with content about new
months and months on training policies and products. Every
agents? agent accesses the updates.
⢠What if every agent could be
your best agent?
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
31. What if Any Agent Could Handle Any Call?
⢠What if your agents could follow
the right process, just as you
had envisioned it?
⢠What if your agents didn't have
to alt_tab through 15
applications on their desktop?
⢠What if your agents didn't need
to use post-it notes and index
cards?
⢠What if you didn't have to
spend months and months on
training agents?
⢠What if every agent could be
your best agent?
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
32. What if Any Agent Could Handle Any Call?
⢠What if your agents could follow
the right process, just as you
had envisioned it?
⢠What if your agents didn't have
to alt_tab through 15
applications on their desktop?
⢠What if your agents didn't need
to use post-it notes and index
cards? ⢠Experience Flows encapsulate
⢠What if you didn't have to the details. Agents can focus
spend months and months on on the big picture. Training
training agents? time can be reduced.
⢠What if every agent could be
your best agent?
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
33. What if Any Agent Could Handle Any Call?
⢠What if your agents could follow
the right process, just as you
had envisioned it?
⢠What if your agents didn't have
to alt_tab through 15
applications on their desktop?
⢠What if your agents didn't need
to use post-it notes and index
cards?
⢠What if you didn't have to spend
months and months on training
agents?
⢠What if every agent could be
your best agent?
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
34. What if Any Agent Could Handle Any Call?
⢠What if your agents could follow
the right process, just as you
had envisioned it?
⢠What if your agents didn't have
to alt_tab through 15
applications on their desktop?
⢠What if your agents didn't need
to use post-it notes and index
cards?
⢠What if you didn't have to spend
months and months on training
agents? ⢠Every agent uses the same
⢠What if every agent could be Experience Flows. So every
your best agent? agent can be your best agent.
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
35. Conclusion
⢠Any agent any call quiz
⢠Customer service
â Definition
â Requirements
â Assisted service issues
⢠Enabling any agent to handle any call
⢠KANA SEM
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
36. Thank You
Questions? More info?
Mitch Kramer
mkramer@customers.com
(978) 443-7344
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
37. Service Experience Management
Designed for good experiences. Built for continuous improvement.
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page
38. KANA
 â
 A
 Customer
 Service
 Vendor
 for
 over
 15
 years
WHO
 WE
 ARE
The
 leader
 in
 Service
 Experience
Â
Management
 SoluCons
WHO
 WE
 HELP INDUSTRY
 RANKINGS
Customer
 Service
 Leaders
4
 of
 top
 5
 Telcos
1. AT&T 600
 Customers
 Worldwide
HOW
 WE
 HELP 2. Verizon
Financial
 Services
Â
 120
We
 let
 you
 take
 control
 of
 your
 Service
 3. Sprint
 Nextel
Â
4. Comcast
 TelecommunicaCons
 100
Experience
 and
 give
 you
 the
 ability
 to
 5. Direct
 TV Retail
Â
Â
 75
balance
 your
 compeCng
 goals High-ÂâTech
Â
Â
 70
Travel
 /
 TransportaCon
Â
Â
 50
Services
Â
Â
 40
WHO
 WE
 SERVE 5
 of
 top
 5
Manufacturing
Â
Â
 30
General
 Retailers
Over
 600
 B-Ââto-ÂâC
 companies
 with
 relentless
 Healthcare
 /
 Insurance
Â
Â
 20
1. Wal-ÂâMart
Â
focus
 on
 customer
 service 2. Target
 Government
Â
Â
 10
3. Sears
 Holdings
Â
4. Federated
Â
BUSINESS
 IMPACT
 FOR
 YOU 5. J.C.
 Penney
Â
Our
 customers
 report
 double-Ââdigit
Â
increases
 in
 customer
 saCsfacCon,
 3
 of
 5
increased
 revenue
 growth
 and
 at
 the
 Specialty
 Retailers
same
 Cme
 decreases
 in
 contact
 center
 1. Home
 Depot
Â
2. Costco
costs
3. Loweâs
Patricia Seybold Group 4. Best
 Buy
Â
Trusted Advisors to Customer-Centric Executives 5. Staples
Â
Š 2011 Patricia Seybold Group Page
39. Any
 quesMons,
 suggesMons
email:
 markeMng@kana.com
Patricia Seybold Group
Trusted Advisors to Customer-Centric Executives
Š 2011 Patricia Seybold Group Page