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Entries Tagged ‘contact center’

Rev Up the Pulse of Contact Center Operations

Contact center leaders and managers understand time and resource challenges all too well. Add an ever-increasing need for a great customer experience to the mix, and it’s clear that every advantage is needed to stay competitive. In many customer service environments, IVR and WFO analytics have not been considered together—and that presents an improvement opportunity. […]

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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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KANA acquires leading contact center company, Ciboodle

If you haven’t already heard the news, KANA has just completed its acquisition of leading contact center company, Ciboodle. It’s an important step in the continued build-out of KANA’s Customer Experience Management solution and a decision I’m excited about for KANA as a company, and on behalf of Ciboodle’s and KANA’s joint customers. Like KANA, […]

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Evolution of the Contact Center

The purpose of a contact center, your contact center, is to support the customer driven enterprise. It is the hub of customer communications, interactions and engagement, now and will be, well into the future. From Customer Centricity to Customer Experience and Customer Journeys, the simple premise is to always consider the customer the center of […]

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Creating Graceful and Rewarding Customer Service Experiences

The ability to provide customer service excellence is achieved by a harmonious dance between the people, processes and technologies supporting every modern business. These core building blocks make up the foundation of all world-class customer service organizations. Does this sound like your kind of customer service?  Remember, customer service experience is the customer’s perspective, in […]

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Coordination, Collaboration and Co-operation; The Approach to Service Excellence

Customer service excellence is a core value of many customer service organizations, as it should be for yours. Service excellence is achieved by an almost harmonious dance between the people, processes and technological components. When asked, many simply say: “the team just gets it done”. My question is, ‘how’? My postulate is that this capability […]

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The Importance of Positive Customer Service Experiences

Customer experience is made up of the sum of all interactions and touch points between the people, products and services a company provides and their customers. Customer service experience is a subset of the overall customer experience, with a slightly different focus. Specifically, a customer service experience is the sum of the interactions between you […]

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