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.