Webcasts

Getting It Right the First Time, Six Best Practices That Lead to Higher Rates of First Call Resolution

Wednesday May 21, 2008 • 11:00am PT / 2:00pm ET
One of the key performance indicators for increasing customer satisfaction is the percentage of customer service issues that can be resolved with the first call. Getting the right answer to your front-line service personnel, quickly and easily, is one of the most effective methods of increasing this KPI.

Moderator:
David Myron
Editorial Director
CRM magazine

Presenter:
Keith Holt
Director of Product Strategy
KANA Software, Inc.

Topic brief:
One of the key performance indicators for increasing customer satisfaction is the percentage of customer service issues that can be resolved with the first call. Getting the right answer to your front-line service personnel, quickly and easily, is one of the most effective methods of increasing this KPI.

In this thought-leading, one-hour webcast we’ll look at the main challenges and factors that work against getting it right the first time. We’ll also show you six best practices that can help you overcome these obstacles without sacrificing agent productivity. We’ll show examples of how KANA customers are using Knowledge Management to deliver just the right answer, at just the right time.

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

  • • Communicate effectively with the customer to gain context
  • • Utilize all available knowledge resources to deliver the right result
  • • Validate the resolution with the customer before closing the call

Mr. Keith Holt, Director of Product Strategy, KANA Software, Inc.

Keith is the director of product strategy for KANA’s web self-service and knowledge management products. He has 13 years of experience consulting and designing systems to support customer service and web self-service initiatives, including 12 years in the knowledge management space. Prior to his current position at KANA, Keith was a Sr. Solutions Consultant at KNOVA Software, served as a consultant for Analysts International to Abbot Laboratories Diagnostics Division’s worldwide customer service organization, and designed knowledge management and web self-service tools for major corporations such as TXU Electric and Tandy.