Webcasts

Email Customer Support – Embrace It or Replace It? Following These Six Best Practices Can Make All the Difference

Date: Thursday, July 24, 2008
Time: 11:00am PT / 2:00pm ET
Sponsors: SSPA, KANA Software, Inc.

Presenters:
Mr. John Ragsdale, Vice President, Research, SSPA
Ms. Kate Leggett, Director of Product Strategy, KANA Software, Inc.

Topic brief:

In this thought-provoking, one-hour webcast we’ll look at some of the Best Practices that can make your Email Response Management System (ERMS) more effective and efficient. We’ll look at how several large-scale consumer enterprises have succeeded in creating ERMS that truly delivers business value as well as positive customer experiences. We’ll show examples of how KANA customers are using ERMS, as an important part of their multi-channel service strategy to deliver just the right answer, via the most appropriate channel.

In this informative webcast we’ll deliver actionable ideas that will help you:

  • • Create a seamless transition from self-service to assisted service when needed
  • • Effectively manage the flow of emails using rules and automated classification
  • • Improve the quality of each response while adhering to your SLA commitments

Speakers:

Mr. John Ragsdale, Vice President of Research, SSPA

John Ragsdale is Vice President of Research for the Service and Support Professionals Association (SSPA). Ragsdale's area of expertise is creating strategies for improving the customer experience, and selecting and implementing CRM, eService and customer service technology. John drives the association’s highly regarded content and research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing technology services leaders to enable them to better plan and execute their service strategies. Prior to joining the SSPA, John was Vice President and research director for Forrester Research.

Kate Leggett, Director of eService Product Strategy, KANA Software, Inc.

Kate Leggett is the director of e-service product strategy at KANA. Her 10+ years of experience as a senior engineering management professional in the enterprise software industry have been instrumental in allowing KANA to consistently deliver robust and competitive knowledge management products. Prior to joining KANA, she spent a decade working in many diverse areas of the e-commerce and CRM software industry. Kate uses her experience to help deliver world-class customer service solutions.