Webinars

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You could win an Apple TV just by registering and attending a Smart Customer Service web event.

Congratulations to the winner for June, Katsumi Funakoshi 

Upcoming Webinars

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

January 25, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

REGISTER TODAY!

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

February 01, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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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 Calabrio and NICE

February 22, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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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 and NICE

March 01, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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The challenges of moving to a true omnichannel customer service model can be daunting. This is a hot topic but few companies have successfully made the transition.

Sponsored by NICE

March 08, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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Gartner predicts "CRM will be at the heart of digital initiatives in coming years as enterprises look to create more targeted interactions in a multichannel environment." And with anywhere from 26 to 50 billion devices will be connected to the Internet by 2020, the importance of CRM technology is poised to explode.

Sponsored by Roundtable

March 22, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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For a contact center, focusing on the customer experience and ways to continually improve loyalty and revenue spells the difference between an intelligent contact center operation and an average one. Unfortunately many companies and their contact centers just don't take advantage of intelligent technologies now on the market.

Sponsored by Calabrio

April 05, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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Generating, qualifying, and nurturing leads can be accomplished through sets of business processes that bring exact science to the art of marketing, and help quantify the impact of different variables.

Sponsored by NICE

April 19, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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Salesforce's worldwide market share is edging close to 20% and growing at over 21% according to Gartner's estimates for 2015 released in early 2016.

Sponsored by Roundtable

May 03, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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Finding the right information quickly and easily is key to effective customer service whether users are calling a contact center or using a self-service channel.

Sponsored by Roundtable

May 17, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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One of the newer technologies which offers enormous promise for contact centers is Web Real Time Communication (WebRTC). The potential benefits for both browser-based and in-app WebRTC in a customer service environment could take customer communications and interactions to a whole new level.

Sponsored by Roundtable

June 07, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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Guiding customers through their journey from prospects, to purchase, to customer care, to upsell or resell requires smooth and satisfying transitions through the various stages in the customer lifecycle.

Sponsored by Roundtable

June 21, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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Join us on this Roundtable Webcast, where the focus is on the "smart" aspects of delivering customer service such as moving beyond Q-based routing, personalizing customer interactions, removing data silos between channels, increasing first-call resolution, reducing average handling times, and more.

Sponsored by Roundtable

July 12, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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Top-performing businesses pay close attention to what their customers feel about their experiences with a product, brand or business, and Voice of the Customer (VoC) programs deliver those crucial insights.

Sponsored by Calabrio

July 26, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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CRM provides an enormous amount of valuable data insights to online customers and provides the ability to segment offers for a more personalized approach.

Sponsored by Roundtable

August 02, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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Salesforce AppExchange offerings that focus on sales & marketing solutions are incredibly numerous and amazingly varied in their breath of options.

Sponsored by Roundtable

August 16, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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The discipline of analytics has been described in three phases. Descriptive (what's happened past); Predictive (what should happen in the future);, and finally, Prescriptive (what actions should be taken based on the predicted future). These analytical based decision technologies have huge implications for sales, marketing, customer service – and CRM.

Sponsored by Roundtable

August 23, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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Reaching out and offering assistance before help is requested is act of respect. Companies that value their customers will be proactive in the communications when they have information which will directly benefit their customers. Choosing the preferred channel, voice, SMS, email or chat is part of the equation but providing up-to-date notifications, and anticipating support issues before they become a problem is essential to building strong relationships that respect customers at a very basic level.

Sponsored by Roundtable

September 13, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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Workforce optimization (WFO) solutions encompass many different technologies and applications that really cut to the essence of great customer service even though they are inward focused.

Sponsored by Roundtable

September 27, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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Enhancing customer experiences is a long-term pursuit, not a short term transaction. Companies that truly want to build a solid foundation of customer loyalty must embrace a customer centric philosophy through focused Customer Experience Management principles.

Sponsored by Roundtable

October 11, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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Customer Engagement Center (CEC) encompasses the technologies, applications, people and processes to interact with customers, across channels, while retaining the customers' context, to provide consistent and efficient customer service.

Sponsored by Calabrio

October 25, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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The big trend in Business Intelligence and Analytics Solutions these days is the ease of use by line-of-business personnel with less emphasis on IT support. This means that these decision support solutions can be accessed by the very people making the decisions and who can get much closer insights into what the data is reflecting.

Sponsored by Roundtable

November 01, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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With 67 percent of customers choosing self-service as their preferred channel for finding answers, you better deliver. The good news is that providing exceptional self-service options is also good for the bottom line.

Sponsored by Roundtable

November 15, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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As innovations evolve in scope and sophistication, it's essential to keep current with what has changed and what recent advancements can take your service levels even higher.

Sponsored by Roundtable

December 06, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

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Building a salesforce starts with hiring the right people with the right drive and instincts. But gaining a competitive edge often relies on providing the tools that optimize the chances for positive outcomes.

Sponsored by Roundtable

December 13, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!

REGISTER TODAY!

For information on sponsoring a Smart Customer Service Web Event, please download our sponsorship packet (PDF format) or contact DawnEl Harris (dawnel@destinationcrm.com).

Archived Webinars

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