Webinars - Featured Articles

August 24, 2011

Webinar - TMC and KANA Present a Webinar on How to Improve Customer Experience through Agent Desktop

NORWALK, CT (August 24, 2011)  TMC – a global, integrated media company helping clients build communities in print, in person and online, and KANA Software, Inc., a world leader in software solutions for Service Experience Management (SEM),  announced today a Webinar event, “Take Control of the Agent Desktop to Measurably Improve the Customer Experience” live on Monday, August 29, 2011 at 1:00 PM EDT / 10:00 AM PDT.  

The complimentary Webinar, sponsored by KANA, will provide a better understanding of many common customer experience issues in call centers.

Whether your contact center handles sales, customer service, collections or technical support, chances are you are intensely focused on the Customer Experience while trying to balance the competing goals of controlling costs and managing risk or compliance. Customer service is first and foremost about people – customers and agents that serve them. Like all dedicated employees, agents just want to do their job well. But with increased complexity and disconnected technologies that they have to work with, it's a losing battle. Without control of the agent desktop, you're not in control of the experience your customers are receiving. Time is lost and so are your customers while agents alt-tab their way through disconnected applications, copy and paste across systems, and search siloed information. When you evaluate your call center activity do you ever see your agents:

  • Enter the same data over and over in different systems because they do not talk to each another?
  • Spend valuable time at the end of every customer call entering notes to document the tasks they just performed?
  • Ask callers for the same information more than once during a call?
  • Place customers on hold or give excuses like "The computer is slow today" while they search multiple systems and data sources for the information they need?
  • Neglect to offer up-sell or cross-sell promotions because the call length has exceeded the customer's patience?

Join experts, our guest Kerry Bodine, Vice President, Principal Analyst at Forrester Research (News - Alert) and Vikas Nehru, Vice President of Product Marketing at KANA, and discover how improving the agent experience via desktop consolidation, knowledge-infused processes and an adaptive desktop, will not only improve customer satisfaction, but also make your call centers more efficient.


Kerry Bodine, Vice President, Principal Analyst, Forrester Research, Inc. 
Vikas Nehru, Vice President, Product Marketing, KANA 
Chris DiMarco, Web Editor, TMC (News - Alert)

Register now for “Take Control of the Agent Desktop to Measurably Improve the Customer Experience” live on Monday, August 29, 2011 at 1:00 PM EDT / 10:00 AM PDT. 

“TMCnet Webinars are a tremendous resource and an excellent way to provide training on highly relevant topics, and the fact that it is offered at no-cost to attendees is a huge benefit for companies as a way to educate employees without the travel expense” said Rich Tehrani, CEO, TMC. “Webinars are also a great way to introduce vendors to possible customers in a mutually beneficial and informative manner that often leads to productive relationships.”

For more information, please visit www.tmcnet.com.

About TMCnet Webinars

TMCnet Webinars feature live, interactive presentations covering relevant topics, presented by top industry executives. Attendees watch and listen to the presentation as it happens over their computer, and have the opportunity to submit questions to the speaker(s) in real-time. The TMC Webinar program typically attracts 300 to 500 registrants per event.   

TMCnet Webinars are archived and available On-Demand for up to 18 months.

Companies interested in sponsoring their own Webinar event can contact client services at 203-852-6800or by email at inquiry@tmcnet.com.

For more information about TMCnet Webinars, please visit www.tmcnet.com/webinars.

About KANA 
KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives managers total control over the customer service process, so they can take care of their brand while taking care of customers. By unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved NPS at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley and has offices worldwide. Learn more at www.kana.com.

About TMC
Technology Marketing Corporation (TMC) is a global, integrated media company helping clients build communities in print, in person, and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, InfoTECH Spotlight and Next Gen Mobility, premiering in September 2011, magazines.  TMCnet.com, which is read by two million unique visitors each month, is the leading source of news and articles for the communications and technology industries. 

TMC is the producer of ITEXPO, the world’s largest and best-attended IP Communications event. ITEXPO (News - Alert) West 2010 was ranked #3 on Trade Show Executive’s Fastest 50 Award List.  TMC expects to accelerate ITEXPO West’s growth by bringing the show to Austin, one of the fast-growing technology hubs in the country.  In addition, TMC runs multiple industry events: 4G Wireless Evolution; Smart Grid Summit; M2M Evolution; Cloud Communications Expo; SIP Tutorial; VIPeering; Business Video Expo; Regulatory 2.0 Workshop, DevCon5: The HTML5 Development Conference; CVxTMC Events for a complete listing and further information.; Digium|Asterisk (News - Alert) World; StartupCamp; MSPAlliance, MSPWorld and more.   Visit

For more information about TMC, visit www.tmcnet.com.


Contact :

Jan Pierret
Marketing Manager
203-852-6800 x 228

Edited by Rich Steeves