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This white paper includes knowledge of industry best practices and research conclusions from some of the top consulting firms in the client services industry. Find out if your financial services organization is meeting your customers’ desire for effective self-service on the web. Request Free!

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Is Web Self-Service Right for Your Financial Services Institution?

This white paper includes knowledge of industry best practices and research conclusions from some of the top consulting firms in the client services industry. Find out if your organization is meeting your customers’ desire for effective self-service on the web. Request Free!

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Is Web Self-Service Right for You?

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 of the Design-Orchestrate-Listen methodology of KANA’s Service Experience Management platform. Using point-and-click visual modeling and deployment tools, service managers can design and orchestrate agent workflows and customer Experience Flows™ in minutes. Listen to the outcome. Adapt. Repeat. Request Free!

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Six Best Practices for Agent Knowledge Management

Customers increasingly want to take care of business by themselves–right on your website. Studies show they don’t always want to interact with you directly. The resulting opportunities to cut contact center costs are huge. But if the online self-service experience doesn’t deliver, your phones will keep on ringing. Successful self-service leads customers to more than answers. It enables them to transact business and solve problems. If you want your customers to help themselves, make sure they actually can. Request Free!

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Designing the Great Web Self-Service Experience

This eBook offers principles and tools you can use to discover how your customers behave — and how to put that knowledge into action to drive more sales. In this eBook, you’ll learn how to: Understand the basic concepts of business analytics Dispel business intelligence myths Set up scorecards and dashboards Measure consumer sentiment through social media Request Free!

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Business Analytics in Retail for Dummies

Faced with the adverse impact of economic turmoil and increasing competition, businesses are increasingly looking to differentiate themselves in the eyes of their customers through better brand awareness and capturing the voice of their customers in order to understand what drives their behavior. This study captured customer experience management (CEM) adoption trends and performance results through a direct survey of 252 organizations in September and October, 2011. The report highlights industry best practices for establishing and nurturing CEM programs that delight customers while improving overall business results. Request Free!

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Customer Experience Management: Using the Power of Analytics to Optimize Customer Delight