USA: KANA webinar to pinpoint best practices for better first-call resolution 

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KANA Software Inc a world leader in multi-channel customer service announced that it will join with Forrester analyst Dr. Natalie Petouhoff and SourceMedia, publishers of American Banker and Bank Technology News, to host an hour-long Webcast titled, "Getting it Right the First Time, Six Best Practices that Lead to Higher Rates of First-Call Resolution," on Wednesday, June 25, 2008 at 9:00 AM PDT/ 12:00 PM EDT.

Getting the right answer to front-line service personnel, quickly and easily, is one of the most effective methods of increasing first-call resolution, which in turn raises customer satisfaction.

Dr. Natalie Petouhoff, research analyst, Forrester Research and Keith Holt, director of product strategy, KANA Software, will discuss what contact centers can do to achieve this key performance indicator.

They will look at the main challenges and factors that work against getting it right the first time, and discuss six best practices that can help companies overcome these obstacles.

Attendees will learn how to:

• Communicate effectively with the customer to gain context
• Utilize all available knowledge resources to deliver the right result
• Validate the resolution with the customer before closing the call

Who: Dr. Natalie Petouhoff, research analyst, Forrester Research & Mr. Keith Holt, director of product strategy, KANA Software

What: "Getting it Right the First Time, Six Best Practices that Lead to Higher Rates of First-Call Resolution"

When: Wednesday, June 25, 2008 at 9:00 AM PDT/12:00 PM EDT

Where: Register for this informative one-hour Web-seminar at: http://register.sourcemediaconferences.com/webevent/kana.cfm?sourcecode=print

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About KANA

KANA is a world leader in multi-channel customer service. KANA's integrated solutions allow companies to deliver consistent, managed service across all channels, including email, chat, call centers and Web self-service, so customers have the freedom to choose the service they want, how and when they want it.

KANA's clients report double-digit increases in customer satisfaction, while reducing call volumes by an average of 20%. KANA's award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world's largest 100 companies. For more information visit www.kana.com

Date - 24/06/2008