Original Broadcast: March 22, 2017
According to a recent study, customer experience is expected to overtake price and product as the key brand differentiator by 2020. Not only millennials, but every generation is increasingly inclined to interact digitally. Analysts estimate that in a couple of years, customers will manage 85% of brand interactions without a human.
Sponsored by Pitney Bowes
Original Broadcast: March 01, 2017
There are many day-to-day tools that can help good sales people make the transition to become top performers, helping them be better prepared for sales calls, better target sales ready leads, and make better use of their limited selling time.
Sponsored by Congo, Bigtincan and NICE
Original Broadcast: February 22, 2017
An enormous amount of data is being generated for every customer, cohort, transaction, click and interaction but it's very difficult to recognize patterns and take intelligent actions that improve customer experiences.
Sponsored by NICE, Calabrio and Verint
Original Broadcast: February 15, 2017
What happens if your customer service organization supports over 600,000 custom product configurations and a customer calls in clamoring for support? How do you ensure that your agents have that customer's specific product configuration information at their fingertips to be able to route tasks to the right product specialty teams and quickly resolve the issue?
Sponsored by ServiceNow
Original Broadcast: February 01, 2017
Customer service and customer experience are becoming key differentiators for organizations across all industries. Great customer service starts with your front-line employees. They make the first impression, provide the first touch, and act as the face of your organization. Whether your agents are in the field or in the contact center, they have the opportunity to go beyond providing basic service and to act as the face of your brand.
Sponsored by PowerObjects
Original Broadcast: January 25, 2017
Interactive voice response (IVR) systems have been the backbone of contact centers and self-service solutions for decades.
Join Convergys, Jacada, and NICE for this 60-minute Roundtable Webinar to learn where the market is now, and where it is headed in the next 12 months. We will cover digital transformation issues, the exploding mobile segment, and how IVR fits into cross-channel/omnichannel best practices.
Sponsored by Convergys, Jacada and NICE
Original Broadcast: December 06, 2016
For years, companies have used CRM as the software of choice to manage customer engagement and information, in an attempt to deliver a great customer experience. While managing the front end of the engagement process is important, delivering proactive customer service requires much more than that.
Sponsored by ServiceNow
Original Broadcast: November 16, 2016
An omnichannel support environment offers many benefits to companies and their customers. It helps customers get the support they need on their preferred interaction channel. It also helps organizations make smarter business decisions by gaining access to more timely and relevant customer insight. But to succeed with omnichannel support, organizations must plan ahead.
Sponsored by inContact, Avaya and Pitney Bowes
Original Broadcast: November 09, 2016
In this webinar, data quality experts Philip Russom of TDWI and Steve Shissler of Trillium Software will discuss both the principles and practical challenges of deploying an integrated, operational data quality solution that can help ensure your CRM system executes both efficiently and effectively.
Sponsored by Trillium Software
Original Broadcast: November 02, 2016
Enterprise applications are getting so much easier to use that CIOs' roles in selecting, deploying, and maintaining them is changing dramatically. It doesn't mean their roles are diminishing. Instead, as organizations prepare for the Digital Age and the Internet of Things, the role of the CIO will evolve. This roundtable reveals what CIOs must consider as they evolve their customer experience strategies.
Sponsored by Pitney Bowes, Informatica and bpm’online
Original Broadcast: October 26, 2016
Companies must make the most of their customer engagements. To do this, they need innovative technologies that deliver employees and customers as much information as they want, as fast as they need it. There are many ways to do this, but the most successful companies are succeeding with real-time insight and personalization over all digital channels.
Sponsored by CallMiner, Aspect and Avaya
Original Broadcast: October 18, 2016
Alliance Health has been working to improve the well-being of those with chronic health conditions since 2006. The organization is leading a revolution in healthcare by putting people at the center of their business by using innovative digital-experience platforms and professional customer care to improve health outcomes.
Sponsored by PowerObjects
Original Broadcast: October 12, 2016
How are businesses rethinking customer service for today's connected, mobile customers? Join guest speaker Kate Leggett, VP and Principal Analyst at Forrester Research as she reveals how innovative companies are transforming customer service to be easier, more effective, and highly personalized.
Sponsored by ServiceNow
Original Broadcast: October 05, 2016
Savvy enterprise executives understand the importance of meeting and exceeding customer expectations. They know that delivering top-notch customer experiences can be a competitive differentiator. That's why they incorporate the latest analytics capabilities in customer service departments and companywide.
Sponsored by Verint, Informatica, Calabrio, and inContact
Original Broadcast: September 28, 2016
With more than 3,000 apps on the Salesforce AppExchange, it can be difficult to discover the best sales acceleration tools for your business. Fortunately, we've put together a webinar focusing solely on this topic.
Sponsored by Conversica, MapAnything, Conga and Velocify
Original Broadcast: September 14, 2016
Best-in-class contact centers are highly optimized. They know that by making the best use of their agents' skills, availability, and time while working will yield the best results for the business and its customers. See if your organization is optimized for today's highly demanding customer interactions by joining Verint, Calabrio, inContact, and Jacada on this interactive webinar.
Sponsored by Verint, Calabrio, inContact and Jacada
Original Broadcast: August 24, 2016
Finding the right information quickly and consistently is imperative for delivering exceptional customer service. It improves customer experiences, builds a stronger brand, and empowers agents and employees on the front lines. On this roundtable, we cover the best ways a knowledge-driven, customer support strategy can improve customer experiences.
Sponsored by Verint, Pitney Bowes and NICE
Original Broadcast: August 17, 2016
The customer service and support industry has come to a point where the needs of today's channel-hopping customers and Millennial employees have to be balanced. To do this, organizations must go beyond traditional contact center-only workforce optimization (WFO) and embrace broader customer engagement optimization practices and technologies.
Sponsored by Verint, Aspect, and inContact
Original Broadcast: August 10, 2016
If you don't measure it, you can't manage it. There's a good reason why so many business leaders have adopted this sage advice. However, a score, alone, is only a snapshot. It doesn't tell the whole story. Not only that, motivating employees to reach certain scores might negatively affect the customer experience (CX). That's why organizations must focus on the customer story.
Sponsored by InMoment and NICE
Original Broadcast: May 03, 2016
In today's market landscape, businesses are investing heavily in CRM systems and processes to grow their relationship with their customers. A critical area of opportunity exists to build a 360-degree view of the customer and expand CRM capabilities to enhance service delivery and create a unique end-to-end customer experience.
Sponsored by Support.com