Registration - It's Free, Join Now

Insight24 is your free resource for B2B rich media content. Registration provides: • Free access to over 10,000 webcasts, podcasts and videos • Content from over 370 leading edge companies • Materials spanning 35 business and technology topics • Vendor comparisons • Constantly updated content • Emerging trends in business and technology

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.

First Name

Last Name

E-mail

Function

Password

Employees

Company

Title

Role

Phone

Country

Industry

Media Player

By registering you are agreeing to receive relevant information from content sponsors/providers. An e-mail will be sent to you to complete the registration process.