SourceMedia Banking Group and KANA Software Present a free Web Seminar:

Achieving Business Value Through Multi-Channel Customer Service

Date held: November 19, 2008
Duration: One Hour

Multi-channel customer service is here to stay. When it comes to getting help and answers, your banking customers are no longer willing to accept just one or two channels. Today, they want service over just about any channel imaginable. Phone, email, chat, Web self-service, ATMs, kiosks, IVR, SMS, or branch visits - all of these are the expected norm.

Banks are motivated by the ROI multi-channel service can yield as well. Offering multiple ways to contact the bank has been shown to increase customer satisfaction and loyalty, and the cost advantages of online channels, such as email and Web self-service, have been well documented.

In this web seminar, we will discuss the nature of true multi-channel service to explore:

  • The business drivers behind multi-channel service
  • The components of true multi-channel service
  • How true multi-channel service positively impacts ROI
  • Real-world examples of how multi-channel solutions have improved customer loyalty and business efficiency
For multi-channel service to truly meet the needs of the modern banking customer, it must do more than simply provide lots of channels. Too often, each new channel is implemented as a silo, resulting in multi-channel service that is disconnected and inconsistent. True multi-channel service delivers an integrated and seamless experience that is completed in a timely, consistent and effective a manner, regardless of channel. Learn how you can architect true multichannel customer service using best practices and the latest technology.

Featured Speaker:

  • Ms. Kate Leggett, Director of Product Strategy, KANA Software, Inc.

Sign up for this seminar today! Please fill in the below registration form.
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1. Does your company currently provide customer service over multiple channels?*
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By registering for this event you agree to receive pertinent information from this Web Seminar's sponsor.

        



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