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[December 9, 2004]

KANA: Watch Your Steps

BY DAVID R. BUTCHER


Rhetorical Question: In the arena of customer service, how can the agent help the customer, no matter the amount of training, without knowing the step-by-step process by which to reach the correct resolution?

It’s like high school math textbooks: The answers to the odd problems appear at the back of the book, but the equations and steps in realizing those answers are not—and when it comes to calculus equations, like customer inquiries, there are some that can go on forever. (In fact, if I had nothing better to do during the years since, I could still be sitting in Mr. Gee’s classroom trying to turn in a completed midterm.)




With customer service, the necessary information and step-by-step process, preferably across channels, are both required to consummately resolve customer requests and to ensure an accurately communicated conclusion. For such a proposition, KANA (quote - news - alert) has announced the availability of KANA Resolution, a process-driven customer service solution exclusively focused on optimizing the resolution process. This, the Menlo Park-based company’s newest offering, is targeted toward any call center environment that has complex and transactional questions. It is intended to reduce both call handling times and escalations, as well as to improve consistency, thereby reducing service costs, improving customer satisfaction and increasing revenue opportunities.

Built on KANA’s architecture, the solution provides enterprise integration support, supporting real-time enterprise information such as customer history and shipping and billing information into a single integrated view. This allows Resolution to automatically deliver the information so the request or inquiry may be determined without the agent’s having to access multiple systems or screens to attain, view and communicate the data to the customer.

Along with process management, KANA Resolution enhances the agent experience with business rules and suggestions for customer support and customer treatment. The Resolution management guides the agent though the step-by-step resolution process creating a consistent, repeatable and faster resolution environment.

The desktop augments existing service environments with an ‘intuitive’ process-driven interface. The KANA IQ integration provides full access to the customer knowledge database. Treatments and offers are suggested for appropriate customer communication, including cross-sell and upsell offers.

The open architecture allows Resolution to easily integrate into the contact center infrastructure, without affecting already existing systems. The design is intended to ease use of script and workflow development.


David R. Butcher is assistant editor for Customer Inter@ction Solutions Magazine.

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