In today’s broadband market, product commoditization is leading to falling margins on basic products, subscribers are expecting more, products are more complex and the digital home is becoming a competitive battleground. The keys to success lie in your ability to achieve: 

• Effective activation and device management of new broadband customers
• Prevention of easily solved problems before the customer picks up the phone
• Multi-channel support from one unified knowledge platform

Access this on-demand webinar from Consona and Informa Telecoms & Media to learn how to transform your customer service desk into an organization that will enable you to differentiate yourselves from your competition.

Today's customers expect support on their own terms, creating challenges for contact centers. Companies are adapting with powerful knowledge management tools coupled with best practice methodologies such as Knowledge-Centered Support that enable them to:

• Deliver effective and satisfying self-service, even for complex issues
• Integrate knowledge seamlessly into every channel
• Look beyond self-service and chat to proactive support

Join Consona’s Seth Marlowe and the experts from ICMI for this on-demand webinar that explores best practices for supporting self-service in the contact center.

Service and support managers are throwing up their hands in frustration over outdated, ineffective or otherwise broken knowledgebases. There are many reasons for this trend, and the results can have devastating effects on the customer experience.

• What are the metrics we should be using to truly measure success?
• Is it time to turn to best practices such as KCS^sm?
• Can I depend on the Cloud for hosting my service and support apps?

Access on-demand this informative conversation with TSIA’s Vice President of Technology Research, John Ragsdale.

All the buzz around the Cloud has many wondering if it can live up to the hype. Cloud hosting can remove infrastructure costs and maintenance headaches, but is it for everyone? 

• What’s the difference between SaaS and Cloud hosting? Single tenant and multi-tenant?
• Is it safe to host mission-critical apps and house sensitive information in the Cloud?
• How does the Cloud affect best practices, such as KCS^sm?

This informative conversation with analyst Sheryl Kingstone of Yankee Group explores the qualities that make a company suited – or not suited – to run customer service and support tools from the Cloud. Click here to access this on-demand webinar.

The emergence of "social media" has changed how we improve the customer experience. In this special roundtable web event, you will learn how:

• Customer communities and social media are contributing to traditional knowledge management
• To use analytics to react to customer feedback and search metrics while improving the knowledge ecosystem

Hear more about winning the game as KMWorld publisher Andy Moore moderates this on-demand roundtable webinar featuring experts from Attensity and Consona.

Common sense tells us that shorter hold times are better; higher abandonment rates are worse. But it also tells us that a great KM system should help solve issues faster and make customers happier. So, how do you:

• Measure calls deflected to self-service if you never got the call in the first place?
• Determine if a “number of articles read” metric really tells you anything valuable?
• Start measuring which articles actually close cases, instead of just counting them?

At our premier customer event, Consona Connect, thousands of users gather together to maximize the value of their software solutions—and their partnership with Consona. Next year at the Consona Connect 2010 user conference, our customers will find a one-stop shop for accomplishing many of their annual objectives ranging from:

• Productively networking with other users to execute industry best practices
• Building a stronger partnership with Consona Corporation by providing feedback on product design
• Evaluating new products offerings to enhance their business processes
• Experiencing personalized training and education for their entire team

Join us and our customers for Consona Connect 2010, October 12-15, at the MGM Grand in Las Vegas, Nevada. For more details, visit our website, ConsonaConnect.com.

Taking place October 18-20 in Las Vegas, Technology Services World (TSW) will feature Service Revolutions, the first of its kind series of on-stage demonstrations showcasing the “coolest new stuff” in technology services.

Attendees will also learn how smart companies are challenging their services organizations and partners to close the consumption gap between customer adoption and today’s complex technologies.

Do not miss this exciting event – click here to learn more!