Consona Webinar Showcases Knowledge Management's Ability to Meet New Demands in Evolving Call Center

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Webcast Discusses How KM Tackles Increasingly Complex Customer Inquiries, Ensuring Fast Contact Resolution and Boosting Customer Satisfaction

Consona Corporation (Consona), a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes, today announced the availability of a new webcast entitled "Manage Complexity by Managing Knowledge." Sponsored by Consona and led by expert consultant Lori Bocklund, the webcast illustrates how knowledge management (KM) solutions can be implemented to effectively meet organizations' ongoing business needs to maximize metric measurements and do more with less.

Today's call centers face intense challenges:

  •     New products and versions require new knowledge support.
  •     Call escalations are uncontrollable and resolution times are too high.
  •     Information is located in disparate places, making it impossible to find answers to    complex inquiries.

The list goes on... These challenges are compounded by ongoing expectations to increase customer satisfaction levels with fewer resources.

In the interactive webcast "Manage Complexity by Managing Knowledge," Ms. Bocklund explains how today's organizations can leverage KM to solve even the most complex customer inquiries quickly and accurately. The webcast includes practical advice on how organizations may identify the areas of complexity in their contact centers, and how they can develop a knowledge authoring protocol for both B2B and B2C environments. Information on incorporating product and service versioning into the knowledge protocol is included as well.

Part of ICMI's educational webcast series, "Manage Complexity by Managing Knowledge" is archived for on-demand viewing at http://www.icmi.com/Resources/Webinars/2012/Qtr1/Manage-Complexity-by-Managing-Knowledge.

About Consona Corporation
Consona Corporation (Consona) is a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes. Consona is dedicated to becoming a valued business partner by helping each and every customer continuously improve business processes over time. Toward this mission, Consona invests in the people, processes, technology and tools needed to provide its customers with a unique combination of customer care; product fit; a broad range of consulting, IT and business services; and industry expertise. Consona serves more than 4,500 customers worldwide and across a variety of industries. Battery Ventures VI LP and Thoma Bravo LLC jointly own Consona. For further information, visit http://www.consona.com, e-mail infoATconsona.com, or call (888) 8 CONSONA.

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Mitch Briggs
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