Don't Miss Monday's Webinar: Take Control of the Agent Desktop to Measurably Improve the Customer Experience

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Take Control of the Agent Desktop to Measurably Improve the Customer Experience Monday August 29, 2011 10:00AM PT / 1:00PM ET Whether your contact center handles sales, customer service, collections or technical support, chances are you are intensely focused on the Customer Experience while trying to balance the competing goals of controlling costs and managing risk or compliance. Customer service is first and foremost about people - customers and agents that serve them. Like all dedicated employees, agents just want to do their job well. But with increased complexity and disconnected technologies that they have to work with, it's a losing battle. Without control of the agent desktop, you're not in control of the experience your customers are receiving. Time is lost and so are your customers while agents alt-tab their way through disconnected applications, copy and paste across systems, and search siloed information. When you evaluate your call center activity do you ever see your agents: Enter the same data over and over in different systems because they do not talk to each another? Spend valuable time at the end of every customer call entering notes to document the tasks they just performed? Ask callers for the same information more than once during a call? Place customers on hold or give excuses like "The computer is slow today" while they search multiple systems and data sources for the information they need? Neglect to offer up-sell or cross-sell promotions because the call length has exceeded the customer's patience? Join experts, our guest Kerry Bodine, Vice President, Principal Analyst at Forrester Research and Vikas Nehru, Vice President of Product Marketing at KANA, to better understand many common customer experience issues in call centers and how improving the agent experience via desktop consolidation, knowledge-infused processes and an adaptive desktop will not only improve customer satisfaction, but also make your call centers more efficient. Presenters: Kerry Bodine Vice President, Principal Analyst, Forrester Research, Inc. Kerry works with Customer Experience Professionals to create more engaging - and profitable - customer experiences across the enterprise. Her research explores the tools and methodologies used to design broad, end-to-end experiences - and the changes to organizational structure, process, and culture that are required to sustain these experiences over time. Kerry was instrumental in the development of many of Forrester's evaluation methodologies, including the Website Review, Phone Agent Review, Kiosk Review, Blog Review, and Persona Review. Kerry holds a master's degree in human-computer interaction from Carnegie Mellon University and an undergraduate degree in cognitive science and psychology from Indiana University. . Vikas Nehru Vice President, Product Marketing, KANA Vikas joined KANA in 2004 and currently serves as the Vice President of Product Marketing. He has been instrumental in leading the direction of KANA's solution suite with senior roles across engineering, product management and marketing. With over 15+ years of experience in the customer service industry, Vikas is focused on understanding customer pain and bringing solutions to market that generate value, revenue and meet the functional and practical requirements of the end user. Vikas received his B.Sc. and M.Sc. in Computer Science from the University of Alberta, Canada. Moderator: Chris DiMarco Web Editor, TMC Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. About KANA KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives managers total control over the customer service process, so they can take care of their brand while taking care of customers. By unifying and adapting customer journeys Register Here! Sponsors:

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