News

Free, live Web event to address Web self-service

December 1, 2003

SEATTLE -- Primus Knowledge Solutions will hold tomorrow, Dec. 3., a free live Web seminar featuring its customer, Eastman Kodak Co., and titled "Web Self-Service: Today and Tomorrow."

The one-hour event will be held Wednesday at 11 a.m., PST; 2 p.m., EDT. To register or learn more, go to: http://destinationcrm.com/webevents/primus/03dec2003.

The seminar will address how, when implemented correctly, Web-based self-service can help organizations increase customer satisfaction and retention, while at the same time lower operating costs and improve the effectiveness of customer service and support organizations.

Ginger Conlon, editor-in-chief of CRM magazine, will moderate a panel discussion that includes Kodak's John Bustard, worldwide director, technical knowledge management; Chris Selland, managing director of Reservoir Partners; and Charlie Isaacs, CTO of Primus.

Topics that will be addressed by the panelists include:

• The business case and metrics driving self-service.
• Next-generation self-service: search technologies and knowledge bases.
• Self-service and customer service integration via Web services.
• Online customer satisfaction ratings.
• Kodak case study.