Track 2 Technology - Customer Case Study: Creating a Consistent Customer Experience

A session at KANA Connect - Las Vegas

Monday 24th September, 2012

9:30am to 10:20am (PST)

The wireless market is highly competitive and constantly changing. Competitors strive to differentiate from one another through products and services to earn customer loyalty. Recently, Sprint has embarked on a transformation aimed at differentiating through a consistent customer experience across channels. By expanding the usage of their central knowledgebase to include retail and web channels as well as the contact center, customers are ensured of a consistent, accurate answer regardless of channel. This transformation not only improves the experience for the customer, but also benefits the bottom line for Sprint. Hear how Sprint measures transfer rates, issue resolution rates, repeat contact frequency and more to provide a profitable ROI for these customer experience improvements.

Judd Smith, Manager, Call Center Infrastructure - Knowledge Tools, Sprint

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11:30am Track 2 Technology - Social Product Roadmap

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Time 9:30am10:20am PST

Date Mon 24th September 2012


Gracia 1, The Cosmopolitan Hotel

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