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Indianapolis, IN (Vocus) August 9, 2010 – Consona Corporation (Consona), a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes, today announced that “itSMFA: An Introduction to Knowledge-Centered Support (KCS)” is now available on demand. The Webinar, designed to outline the best practices for providing world-class support, was sponsored by Consona and presented by Greg Oxton, executive director, Consortium of Service Innovation.

“The biggest source of frustration in service and support today is balancing the need for improved customer service while also reducing costs,” said Oxton. “Many service and support managers are turning to Knowledge-Centered Support (KCS) to help overcome this challenge, but still others are wondering what it is and how they can benefit.”

In “itSMFA: An Introduction to Knowledge-Centered Support (KCS),” Oxton shares his expertise on KCS, a methodology that integrates the creation and maintenance of knowledge into the problem-solving process to increase support center capacity, shorten ramp-up time for new staff and improve customer self-service. The Webinar also presents organizational benefits and measurements, and explains how KCS relates to ITIL, the Information Technology Infrastructure Library.

“itSMFA: An Introduction to Knowledge-Centered Support (KCS)” was originally broadcast on July 20, 2010. It is now available on-demand at https://www1.gotomeeting.com/register/372985536.

Additionally, Consona is exhibiting at itSMFA’s 13th Annual Conference, LEADit 2010, from August 23 until August 25, 2010. Stop by booth E1 to meet with Consona and learn more about KCS methodology.

For more information about Consona’s CRM solutions, visit http://crm.consona.com.

About Consona Corporation

Consona Corporation (Consona) is a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes. Consona is dedicated to becoming a valued business partner by helping each and every customer continuously improve business processes over time. Toward this mission, Consona invests in the people, processes, technology and tools needed to provide its customers with a unique combination of customer care; product fit; a broad range of consulting, IT and business services; and industry expertise. Consona serves more than 4,500 customers worldwide and across a variety of industries. Battery Ventures VI LP and Thoma Bravo LLC jointly own Consona. For further information, visit www.consona.com, e-mail infoATconsona.com, or call (888) 8 CONSONA.

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