Analyze This: Traditional Metrics for Service and Support Aren't Telling the Whole Story

Common sense – it tells us that shorter hold times are better; higher abandonment rates are worse. Thankfully, those things are easy to track. But common sense also tells us that a great KM system should help us solve issues faster and make customers happier. So, how do you address these questions:

• How do you measure calls deflected to self-service if you never got the call in the first place?
• Is your “number of articles read” metric really telling you anything valuable?
• How can you start measuring which articles actually close cases, instead of just counting them?

Consona CRM and QlikView have been working long and hard to develop the technology needed to analyze KM data over long periods of time and the best practices needed to measure quality instead of quantity.

Join this on-demand webinar with the Consortium for Service Innovation’s executive director, Greg Oxton, and Consona’s Lauren Van Ackeren as they discuss five measurement principles for success developed with real customers.

Learn why longer calls can be a good thing, and how to develop role-based dashboards that pull together knowledge and case management data to help continuously improve customer satisfaction.

31 Flavors of Knowledge Management: Which Flavor is Right for Your Customer Service and Support?

Browsing the KMWorld buyers guide is like a trip to the ice cream parlor. So many flavors! But how do you know which flavor of KM is right for your situation?

Get a little adventurous with say, butter pecan and now you’re capturing and exposing knowledge through numerous web 2.0 channels: self-service, forums, chat and social networks. For a truly world class customer experience, you’ve got to top it off with whipped cream and a cherry. This flavor of KM is fully integrated into a robust CRM system to improve every customer interaction. It even gets smarter as it’s used.

Grab a bowl of your favorite ice cream and click here to view on-demand as Yankee Group's Sheryl Kingstone discusses strategies and technologies used by today’s most successful customer service organizations and explore ways you can continuously improve customer satisfaction.

TSW 2010 Silicon Valley

Taking place May 3-5 in Santa Clara, CA, Technology Services World (TSW) will feature Service Revolutions, the first of its kind series of on-stage demonstrations showcasing the “coolest new stuff” in technology services.

Attendees will also learn how smart companies are challenging their services organizations and partners to close the consumption gap between customer adoption and today’s complex technologies.

Do not miss this exciting event – click here to learn more!

Consona Connect 2010

At our premier customer event, Consona Connect, thousands of users gather together to maximize the value of their software solutions—and their partnership with Consona. Next year at the Consona Connect 2010 user conference, our customers will find a one-stop shop for accomplishing many of their annual objectives ranging from:

• Productively networking with other users to execute industry best practices.
• Building a stronger partnership with Consona Corporation by providing feedback on product design.
• Evaluating new products offerings to enhance their business processes.
• Experiencing personalized training and education for their entire team.

Join us and our customers for Consona Connect 2010, October 12-15, at the MGM Grand in Las Vegas, Nevada. For more details, visit our website, ConsonaConnect.com.