 |
Webinars
Consona CRM hosts a number of informative and educational online webinars throughout the year. Check out the following list of upcoming live events and available on-demand webcasts.
| The ROI of Knowledge: It's Not What You Expect (It's Much More!) |
 |
|
It makes sense that putting knowledge at the fingertips of employees accelerates problem resolution, and we know that great self-service should deflect calls and increase satisfaction. Still, companies struggle to determine if their knowledge management (KM) program is delivering sufficient results, and those shopping for knowledge tools question the potential for improvement to guide project budgets.
This Effective KM continues to be a top inquiry subject from TSIA members and according to TSIA data, record KM spending is planned for 2012-2013, so we’re taking a good hard look at the numbers:
- What metrics are impacted by effective knowledge management?
- How do customer satisfaction and loyality factor in?
- What results are successful companies seeing?
Join us with TSIA's John Ragsdale to explore the answers to these questions and more. You'll leave with solid advice on best practices for calculating the business benefits of a knowledge program. |
April 12, 2012
| |
| Manage Complexity by Managing Knowledge |
|
|
As call centers are evolve multichannel, multimedia contacts are a growing trend, and a new challenge arises: Quickly and effectively handling the increasingly complex inquiries from customers with diverse, high-level needs.
This event features contact center technology expert and thought leader Lori Bocklund as she focuses on how your organization can use Knowledge Management to increase the speed and frequency of contact resolution and grow customer satisfaction. Learn how to:
- Identify the areas of complexity in your contact center
- Develop an effective knowledge authoring protocal for B2B and B2C environments
- Incorporate product and service versioning into knowledge protocol
View it now, on-demand! |
| |
| Gartner Webcast: Making KM Central to High-Tech Customer Service |
|
|
Customer Service used to be about someone sitting at a company's front desk or answering the phones. And while they remain crucial elements of success, they're not the only channels we have today. There's the Internet, email, social media and so much more. But every channel still revolves around the same mission - satisfying the customer. In this program, leading experts from Gartner and Consona look at the necessary elements for success, how knowledge management fits into the equation and where you can turn to find the right solution for your customer service needs.
Click here to access expert insights from Gartner's Michael Moaz, Research Vice President/Distinguished Analyst |
| |
| Customer Service in the Cloud - Getting Past the Hype |
|
|
Service and support is finding a safe, reliable, and comfortable home on the Cloud – social channels were born there, and forums and communities for peer support have never been on (your) premise. Now we see why high-value apps like knowledge management and response management fit so well there too. Besides the obvious infrastructure savings, we’re finding lots of upside. Tune in as we answer these questions and more:
- Where are leading companies recognizing the most ROI?
- How are these organizations using the cloud to maximize the customer experience?
- How does the Cloud affect best practices, such as KCS?
Join Patricia Seybold Group analyst Mitch Kramer and Consona’s Duane George for an informative and educational webcast. They’ll present real world case studies and best practices that you can use in your pursuit of an exceptional customer experience. |
| |
| The New KM: The Heart of a Multi-Channel Customer Experience |
|
|
Your customers expect a lot... and they are dissatisfied. They can’t find what they are looking for. They can’t find help where they need it. The experience isn’t tailored for them. Their dissatisfaction costs you... maybe more than you know.
The solution is all around you. The combined experience, expertise and information that resides in your information technology and your people’s minds can be applied to resolve your customer-contact challenges. And there is technology available to help you do it.
Learn how to leverage YOUR knowledge assets for better customer experiences in this special roundtable webcast! |
| |
| Can't We Just Use SharePoint? A Guide to Productive Conversations with IT |
|
|
It’s the suggestion that anyone proposing a KM initiative fears most. After presenting requirements, someone at the table looks thoughtful and says, “I think you should use our content management system.” This event explores points to make the case for a much-needed KM tool to an IT audience focused on consolidation, including:
· The differences between knowledge management and content management.
· Why searching for answers is different than searching for documents.
· How keyword search increases frustration, and escalations.
TSIA’s John Ragsdale reveals why your content management system can kill customer satisfaction when it’s used as a in place of KM in the call center. View the webcast here. |
| |
| Knowledge Management Metrics for the Call Center |
|
How do you know if your KM solution is actually solving issues faster and making customers happy? The answer is critical to any KM initiative -- and it changes the things you should be measuring. Get answers to questions that your ROI and customer satisfaction depend on:
· Can you measure calls deflected to self-service if you never got the call in the first place?
· Is your “number of articles read” metric really telling you anything valuable?
· How can you measure which articles actually resolve issues, instead of just counting them?
Click here for expert advice from Greg Oxton, Executive Director of the Consortium for Service Innovation in this on demand webcast sponsored by Consona. |
| |
| More Reasons You Love to Hate Your Knowledgebase - Keeping the Spark Alive |
|
|
TSIA members are reporting that after initial successes many KM projects are quickly de-emphasized and, a year later, a once-popular knowledgebase stops delivering value. Such disregard can quickly diminish ROI and impact customer satisfaction. Get sound advice on:
- Using integration and adoption strategies to buck the trends,
- Maximizing successful self-service interactions to build satisfaction,
- Leveraging analytics to identify problem areas, and more.
Access on-demand this informative conversation with TSIA’s VP of Technology Research, John Ragsdale, and Consona’s Keith Holt. They explore the causes and effects of “launch and leave” syndrome so you can learn from the mistakes of others and avoid the pitfalls. |
| |
Trade Shows and Conferences
Look for Consona CRM at customer service and support events throughout the year. Stop by our booth just to say “hi” and enter to win a prize, or check out a demo and find out how we can help you enrich the customer experience. We'd love to meet you and learn about your initiatives.
| Technology Services World |
|
|
|
|
|