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 many sales have slipped away because your Agents have not received effective sales coaching? Coaching sales skills is different than dealing with call quality standards. Learn the secrets to becoming a successful contact center sales coach.

This webinar is designed specifically for a call center environment. As a result, these techniques can be applied immediately within your contact center.

In this interactive 75-minute webinar, Managers and Call Quality Coaches will learn:

3 important differences between call quality skills and sales skills, so you can focus your coaching time more efficiently

3 vital techniques to convert a "customer service ONLY" department mindset into an enthusiastic "sales AND service" team culture

5 key ideas for running a structured daily huddle, to help your Agents deal more successfully with industry competitors

5 crucial tips to help your Agents overcome price objections, so they can persuade more people to buy

3 ways to close more sales by creating a sense of urgency. This includes key phrases that lead to a commitment, as well as phrases that can sabotage a sale before it even begins

By the end of this webinar, Managers and Quality Coaches will have new techniques to coach their Agent's sales skills more effectively.
Who Should Attend?

This webinar is directed at Call Center Team Managers, Quality Coaches, Managers and Directors.
 

Monet Software will host a webinar on Thursday, August 5, 2010 at 10 AM PST with the topic “Best Practices in Call Center Scheduling”. The webinar is based on the premise that optimal call center performance starts with an optimal schedule. Industry expert, Chuck Ciarlo who successfully owned and operated multiple call centers, will talk about the following topics:

- Schedule optimization: How to properly handle call, non-call activities and exceptions, breaks, lunches, training, etc.

- Forecasting: How to deal with call volume fluctuations and adjust schedules

- Schedule adherence: How to set goals, measure adherence and keep agents motivated to adhere to schedules.

Those interested in attending this complimentary webinar can register prior to the event at http://www.monetsoftware.com/Why-Monet/Webinars/.

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.