Customer Service is Not an Assembly Line - Retool your Service Experience with Dynamic Case Management
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Are you able to provide unique, differentiated service experience to your customers? Do your agents run through a pre-designed assembly line-like process with customers?
Increasingly, customer service cases are getting more complex and a one-size fits all approach to case management is no longer effective. With customers visiting social communities and tools you’ve put in place to answer routine “how to” questions, only the most complex customer requests and incidents are reaching your agents today. As a result, the sheer variety of products and services makes it a challenge to prepare your agents to handle all types of cases.
An increase in both the average handling time and the learning curve for agents is on the rise. Not to mention lower customer satisfaction due to bad customer experience. Agents need a system that is flexible enough to handle any type of call as well as integrated knowledge management to guide agents on how to handle these cases. They need a system that provides personalized experience to the customer rather than rigid and pre-determined assembly line process.
In this webinar you will learn:
- How Dynamic Case Management addresses the unpredictability in call centers
- How integrated, contextual knowledge makes your agents more productive
- How Dynamic case management allows you to deliver differentiated customer experience
Who should attend:
- Customer Service Executives
- Call Center Managers
- Knowledge Management Managers
Presenters:
Derek Miers
Principal Analyst
Forrester Research, Inc. (Guest speaker)
Host:
Vikas Nehru
Vice President of Product Marketing
KANA
We respect your privacy, by clicking ‘Watch On Demand’ you agree to receive our e-newsletter, including information on Podcasts, Webinars, event discounts and online learning opportunities. For further information on how we process and monitor your personal data click here. You can unsubscribe at anytime.
