Many organizations struggle with a lack of visibility into how employees spend their time. What percent is spent in value-added activities, and what percent is spent idle or on activities not directly related to work objectives? Which applications do employees access, when, and for how long? Do the applications correlate with employee roles and assigned tasks?
Save time and money by taking advantage of existing resources in a new way. KANA offers a unified, omni channel desktop that allows you to transform your customer experience without the cost and complexity of rip and replace.
Just as organizations have finally gotten on board with the move to omnichannel customer service —offering a seamless consumer experience through available shopping channels—the game has changed once again.
Providing better products at a better price isn’t always enough to attract and retain customers. The only way to truly stand out is to provide outstanding customer service. But, simply answering a customer’s phone call on the first ring or resolving an issue doesn’t qualify as outstanding customer service anymore.
The increasing popularity of self-service for today’s always on, always connected consumer, is both breathing new life into and
making new demands of the contact center and customer facing staff. Learn how with our agent desktop, KANA customers are
reaping rewards that not only benefit their customers but in turn, benefit their staff and business and allow them to simplify the
Kana Enterprise is a product built via acquisition, and it delivers a solution that combines the strength of its two parents — the multichannel and knowledge capabilities of the historical Kana Software products and the business process management engine from Sword Ciboodle.
In the words of Forrester Research Inc's Senior Analyst, David Aponovich, "the time is now to reinvent yourself to operate in a digital, connected, omnichannel world where the customer has more information, more choice, and is demanding better and more personalized service and support.
Hear why he anticipates that 'Consumers are going to slide with the businesses that best deliver these things in the most effective and personal way.
In many ways, simplicity is the key to success. By simplifying customer service processes for customers and employees, these engagements can focus on solving problems and building lasting relationships.
In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Microsoft, Moxie, Oracle Service Cloud, Oracle Siebel CRM, Pegasystems, Salesforce, SAP Cloud for Service, SAP CRM, SugarCRM, and Verint — and researched, analyzed, and scored them. This report details
our findings on how well each vendor fulfills our criteria and where it stands in relation to other vendor solutions in order to help customer service professionals select the right partner for
their customer service initiatives.
In this research perspective sponsored by Verint, Ventana research delves into customer experience management. You'll learn about the importance of the customer experience when dealing with a company and how it can strongly impact their propensity to remain loyal - to continue to purchase products and services from the company, to recommend it to other people and refrain from posting negative comments about it on social media
The vision for Celent’s Model Bank research was to try to answer an apparently simple question: “What would it look like for a bank to do everything right with today’s technology?” Of course, the question is not nearly as simple as it appears. The terms “everything” and “right” will mean very different things to different banks depending on their size, the complexity of their operations and product sets, and their technological starting points. While there is no such thing as a “Model Bank”—every bank does some things well, and others not as well when it comes to technology—it is possible to conceive of a “Model Bank” through real world examples of effective usage of technology.
Commonwealth Bank of Australia, with over 1,000 branches and 50,000 employees was using spreadsheets to staff its branch network. When they looked to desktop process analytics from Verint they achieved major improvements in productivity and customer experience. Watch this case study to learn more about how desktop process analytics can use big data to help your organization.
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