Is your knowledge management system delivering desirable results? Implementing knowledge management in the contact center can have a profound effect on the quality and efficiency of your service operations. Customers benefit from interactions with more knowledgeable agents, who are empowered to resolve issues with greater speed, accuracy and consistency. Agent training costs can be substantially reduced, while job satisfaction increases as interactions with customers become more positive. Implementing knowledge management, however, requires careful planning. Success depends on an implementation with targeted goals and the development of knowledge that is closely aligned with service needs.

A live one-hour webinar to learn -
Six proven practices to quickly and effectively build a high-leverage knowledge management program
Ways Xerox has followed each practice to generate value for agents, customers and Xerox at large
Hands-on experience and best practices from long-time KANA customer, Xerox

Date & Time-
June 22, 2011/ Time: 10:00 AM PDT / 1:00PM EDT

Presenters-
Mary Fenlon, Director of Knowledge Management at Xerox and John Chmaj, Chief Knowledge Management Strategist at KANA

Webinar URL
http://www.kana.com/better-practices/webinar-best-practices-km-xerox.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. KANA's clients report double-digit increases in customer satisfaction, increased revenue growth while reducing contact center costs by an average of 20 percent. KANA's award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world's largest 100 companies. For more information, visit
www.KANA.com.

Join this live webinar to seek answers to the following questions:

*What is a knowledge-infused process?
*How does the concept apply to customer service?
*How does it fulfill the destiny and promise of self-service?
*How can a customer service organization implement knowledge-infused processes?
*Can an organization avoid deploying another silo solution?

Date & Time-
Watch this live webinar on March 24 at 10AM Pacific, 1PM Eastern, 6PM GMT

How do you ensure that what business demands, IT is able to deliver on time and on budget? How do you leverage your legacy systems investments to deliver a single, efficient customer service process? How do you leverage the latest technologies for cost savings and agility? The answer lies in a customer-focused service experience delivered by KANA SEM.

During this live event we will explore the power of:

* Integrating fragmented, legacy customer service technologies and breaking-down functional silos into a single process
* Closing the gap between business requirements and IT delivery with improved communication and shared control
* Leveraging the latest technologies, such as SOA and Web 2.0, to gain the flexibility to deploy on-premise or within the Cloud

Date & Time-
Wednesday, February 16 at 10AM Pacific, 1PM Eastern, 6PM GMT

Presenters-
Vikas Nehru Vice President of Product Marketing, KANA

Vikas has 15+ years of experience as a senior engineering, product management and marketing professional in the enterprise software industry. He has been instrumental in leading the direction and strategy for KANA's innovative solution suite.

About KANA
KANA, the leader in Service Experience Management, provides solutions that deliver a customer service experience that successfully balances customer interests with business goals. KANA's clients report double-digit increases in customer satisfaction, increased revenue growth while reducing contact center costs by an average of 20 percent. KANA's award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world's largest 100 companies. For more information, visit www.KANA.com.