Optimize the Customer Experience: How Novell Extends CRM with Search, KM and Self-Service

Novell, one of the country's largest high-tech companies, found itself faced with increasing call volume, lower than desired first-call-resolution and critical content scattered across the enterprise To address these issues, Novell deployed Service Resolution Management (SRM) applications from KNOVA to reduce escalations, improve call handle time and provide personalized, guided self-service that deflects calls. What you will learn : Learn the importance of fine-tuning self-service. Find out how you can learn a lot from studying customer query behavior. Get tips on encouraging user adoption.