Like all dedicated employees, agents just want to do their job well. But with rising complexity and disconnected technologies agents have to work with, it's a losing battle.

Customer service managers, here's something for you to think about:

* What if your agents could follow the right process, just as you had envisioned it?
* What if your agents didn't have to alt_tab through 15 applications on their desktop?
* What if your agents didn't need to use post-it notes and index cards?
* What if you didn't have to spend months and months on training agents?
* What if every agent could be your best agent?

Join this webinar to learn how you can 'Guide your agents every step of the way' – put them on the path to success by giving them a clear view of their next steps, whatever direction a customer call takes.

Date & Time-
Date: May 18, 2011/ Time: 10:00 AM PST / 1:00PM EST

Presenters-
Mitch Kramer is an analyst and consultant on the applications of the Customer Experience (CX), focusing on customer service and support. Through his work, Mitch maintains a deep understanding of the requirements, usage, and practices for CX applications. Mitch develops and continuously refines frameworks against which these applications can be objectively and consistently compared and evaluated.

Webinar URL
http://www.kana.com/better-practices/what-if-any-agent.php

About KANA
KANA, the leader in Service Experience Management, provides solutions that deliver a customer-focused service experience that successfully balances customer interests with business goals. For more information, visit www.KANA.com.

About Patricia Seybold Group

Patricia Seybold Group is the Customer Company. All of our consulting and all of our analysis takes the customer's perspective and all of it is focused to help you make it easy for customers to do business with you. Founded in 1978 and based in Boston, Massachusetts, we provide consulting, advisory services, and workshops. Our CEO and founder, Patricia Seybold, in addition to being an analyst and consultant, is also the New York Times best-selling author of Customers.com, The Customer Revolution, and Outside Innovation.

Questions: If you would like more information about this event, please contact Katie Sieck. Upon registration, webinar access information will be provided to you via email.

What’s the worst place in an airplane? The middle seat! Why? You’re literally stuck in a rotten place, possibly for a long time, and you can’t do anything about it. Or can you?

Doug Lipp, respected author, speaker and former head of training at Disney University uses the middle seat as a metaphor for what happens to all of us in life ... we get stuck in uncomfortable places. How do you deal with unfortunate situations? When in a situation that you “can’t control,” what options do you actually have?

This entertaining and thought-provoking webinar will address such topics as:

* Creative Problem Solving
* Work-Life Balance
* Customer Service
* Product Development

Join us for this fun-filled, insightful webinar as Doug addresses everything from life-on-the-road horror stories to dealing with organizational change.

An increasing number of Fortune 500 companies have started using Virtual Agents / Avatars to enhance their customers experience and decrease eCommerce bounce rates. Inteliwise is holding a Webinar on Wed, May 19th 2010 at 11AM PST / 2:00PM ET. Your invited to learn about the hotest call center replacement technology on the net.

If you are still using spreadsheets or other manual processes to schedule your agents you should attend this webinar. Industry expert, Chuck Ciarlo who successfully owned and operated multiple call centers, will show you:

- How 7 proven tips can improve your workforce scheduling results
- How to implement and monitor those tips as part of your scheduling process
- How Monet’s WFM solution helps you automate those improved scheduling processes

Who should attend: Managers, supervisors and executives of call centers, contact centers and customer service

Brian Doe, of Enterasys Networks, is one of the tech support industry's stark-raving geniuses, bringing years of expertise and maverick sensibilities to an often unadventurous category. In the next Glance-sponsored Webinar, Brian's humorous stories and sage advice will change the way you approach tech support forever, both as a provider and consumer.

In '08, 87% of consumers switched companies based on bad service, and half will pay more for better service – even in a down economy. Tech support matters! This Webinar will give you a leg up on the competition and increase your bottom line - register now.

This engaging webinar will cover:
Dealing with tech support reps.
Managing your own tech support staff.
Finding a good tech support rep.
Knowing the limits of tech support
and more...