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Upcoming Webinar - What if Any Agent Could Handle Any Call? Like all dedicated employees, agents just want to do their job well. But with rising complexity and disconnected technologies agents have to work with, it's a losing battle. Customer service managers, here's something for you to think about: • • • • •

What What What What What

if if if if if

your agents could follow the right process, just as you had envisioned it? your agents didn't have to alt_tab through 15 applications on their desktop? your agents didn't need to use post-it notes and index cards? you didn't have to spend months and months on training agents? every agent could be your best agent?

Join this webinar to learn how you can 'Guide your agents every step of the way' – put them on the path to success by giving them a clear view of their next steps, whatever direction a customer call takes. Presenter Date & TimeDate: May 18, 2011/ Time: 10:00 AM PST / 1:00PM EST PresentersMitch Kramer is an analyst and consultant on the applications of the Customer Experience (CX), focusing on customer service and support. Through his work, Mitch maintains a deep understanding of the requirements, usage, and practices for CX applications. Mitch develops and continuously refines frameworks against which these applications can be objectively and consistently compared and evaluated. Webinar URL About KANA KANA, the leader in Service Experience Management, provides solutions that deliver a customer-focused service experience that successfully balances customer interests with business goals. For more information, visit About Patricia Seybold Group Patricia Seybold Group is the Customer Company. All of our consulting and all of our analysis takes the customer's perspective and all of it is focused to help you make it easy for customers to do business with you. Founded in 1978 and based in Boston, Massachusetts, we provide consulting, advisory services, and workshops. Our CEO and founder, Patricia Seybold, in addition to being an analyst and consultant, is also the New York Times best-selling author of, The Customer Revolution, and Outside Innovation.

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Questions: If you would like more information about this event, please contact Katie Sieck. Upon registration, webinar access information will be provided to you via email.

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Upcoming Webinar - What if Any Agent Could Handle Any Call?