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When Seconds Count and Accuracy Matters

In a high-volume contact center, shaving a few seconds off of average handle time (AHT) can potentially save millions of dollars. Importantly, other metrics such as accuracy, compliance and customer satisfaction should not be sacrificed for time savings. The good news is that it’s possible to improve all of these metrics while reducing AHT. “How’s […]

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Outside-In Thinking Must Produce Inside-Out Actions

Spring is a big season for customer service and customer experience conferences. I get the chance to attend several of them. They are typically very lively affairs with great keynote speakers and glowing field reports from leading practitioners. At a recent customer experience conference, I heard a lot of talk about understanding the customers’ experiences. […]

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Next-Gen Desktop for Next-Gen…No…All Employees

There’s a lot of talk about “the Millennials” these days—how they live and work and interact in a digitally disrupted world. As a Sociology major, I find it fascinating. As a 55-year-old high-tech professional, I find it nauseating. Like I don’t use a smart phone and adeptly use apps and the web and even the […]

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Digital Disruption: The New Workforce and Demanding Customers

The forces of digital disruption and the shifting work styles of young employees are pressuring organizations to become increasingly responsive to both customers’ and employees’ needs. With all the talk about “outside in” and “customer centricity,” it’s imperative not to downplay the engagement and empowerment of employees. Successful organizations will be the ones that are […]

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Smarter Engagement – Better Apps, Less Effort

It seems like everything is getting smarter—smarter phones, smarter cars, smarter appliances, and the list goes on. More and more, the machines we use—more precisely, the software applications running on them—are better at meeting our needs and our desire to get something done right now, no matter where we are. The expectation now is that […]

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It’s “GAME ON!” for Better Customer Engagement

Could you spend US $150,000 per second? That’s the list price of a commercial during Super Bowl XLIX ($4.5M for a 30-second spot, just doing the math for you.) There is a lot of money at stake, not just for the network that broadcasts the game, but also for the players, coaches, venue, hundreds of […]

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Framing the House of Customer Engagement Optimization

Have you ever remodeled a home where you wanted to remove a wall, only to be told by the contractor that it was a “load-bearing” wall? That bit of news can sometimes blow a budget, but it’s reassuring to know that the home has structural integrity and that you can keep it intact with a […]

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Smarter Engagement – More Personal, More Productive, More Predictable

Customer service executives walk the tightrope every day. Customers expect better service. Budgets demand more from less. Pressures are mounting. And if you’re one of those executives, I wouldn’t look down. Customer engagement centers typically measure their success with First Contact Resolution (FCR) and Average Handle Time (AHT), among a host of other metrics. Both […]

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Are You Engaging Your Customers Better This Week Than Last Week?

National Customer Service Week 2014 is a wrap! It’s always good to take a week to focus on how well we (that’s the royal “we”) serve our customers and future customers—after all, it’s the most important thing any organization does. In keeping with that, we hosted a live one-hour “Tweet Jam” on Friday, October 10. Many […]

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Contact Center Insights and Customer Kudos at Call Center Week

Our team attended IQPC’s 15th Annual Call Center Week conference at Mandalay Bay in Las Vegas last week. It was the largest event in its history (by far), and KANA was proud to be a conference sponsor. KANA had the privilege of being among the speaker “faculty” (as IQPC calls it), and we co-presented a […]

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