One can find software for virtually any purpose today, yet this very fact highlights a key paradox in the knowledge economy.Today’s software tools can handle almost any task but, since they are mostly not integrated with one another, they force users to shift constantly between windows and interfaces in the course of completing a task. This results in significant amounts of wasted time, and perhaps more critically, missed opportunities to obtain valuable information needed to execute tasks effectively.
The need to constantly shift between tools is a problem that will have to be addressed as companies move towards the deployment of a true Collaborative Business Environment (CBE), our vision for the future of the knowledge worker’s workspace that will drive efficiencies. The CBE’s basic principles are the One Environment Rule (a single work environment), Friction-Free Knowledge Sharing, and Embedded Community. Clearly, the problem of too many tools and interfaces is at loggerheads with the concept of the One Environment Rule.
Software companies have taken note and are moving to provide solutions. Kana, a CRM company, has begun to address the problem for call center agents and managers with its Kana 10 platform. Kana 10 is a CRM system that aims to optimize the experience for customers by providing agents with information that is contextual to the call they are on, without requiring them to leave the environment.
The primary point of interface for Kana 10 is the Adaptive Desktop, a single desktop environment that changes based on the user’s needs to present the modules, information, and cues to guide an agent through a given process, such as a conversation with a customer. The system hinges on the idea that a system that provides all relevant information in the context of what the agent is doing will improve service and efficiencies.
To this end, Kana focuses on Service Experience Management (SEM), which in laymen’s terms means that the experience is controlled in near real-time as the agent progresses through a customer interaction. Changes that are made to processes are reflected quickly, with no IT department involvement required. Process creation and changes are done through a simple drag-and-drop interface that builds a process flow. The ability to create flows that automate functions reduces the steps that must be taken by the agent, such as having to shuffle between windows and cut and paste information.
Kana 10 gives organizations the tools to build call center work environments that exhibit many of the positives that a true Collaborative Business Environment has to offer.
Cody Burke is a senior analyst at Basex.