Get an Inside Look at the Future of Service Management

You're almost out of time to register for our next webcast - a one-of-a-kind event where you'll join industry heavyweights Cherwell Software, EasyVista, and Samanage for three fifteen-minute presentations followed by a discussion on the leading-edge technology that will enable the future of service management. Then, stroll through the virtual sponsor booths to view product demos, access content re . . .

Sep 16

The High Cost of Bad Service
 

Customer churn is costing businesses $41 billion a year, and that's a conservative estimate. Did you know that 70% of churn would be avoided if customer questions were answered on the first call? Other reasons people cite for leaving a business include long wait times and unhelpful agents. A good knowledge initiative can make all the difference to your customer service. By giving fast access to go . . .

Sep 17

The Total Impact of CX
 

What defines CX success? Financial metrics are important, but it doesn't stop there. Too often companies overlook other methods for measuring the impact of their customer experience initiatives. During this webcast we'll discuss: How the impact of actions integral to and originating from customer insight programs will be accepted and expected. Ways to capture impact, including methods that are not . . .

Sep 18

10 Tips for Optimizing Contact Centers of All Sizes

Join us for an interactive discussion to learn how small to mid-size contact centers are finding ways to use workforce optimization (WFO) software in their contact center without the heavy cost burden. . . .

Sep 18

The Power of Context in the Mobile Mind Shift

We are in the midst of a mobile mind shift -- a world in which people expect to get what they want, in context, in their moments of need. That context includes their location, history, objectives, and even state of mind. . . .

Sep 23

Provide the Right Support Quickly and Consistently Across All Channels

In many instances the answers organizations are looking for reside somewhere in their knowledge bases. The trick, though, is quickly and consistently finding the right information and delivering it to any customer communication channel when needed. Fortunately, when knowledge management and CRM are combined, that's exactly what you can expect. Join IntelliResponse, Convergys, TeamSupport, and Cove . . .

Sep 24

Creating an Effortless Customer Engagement

Consumers of all ages are moving towards a preference for online customer service; it's more important than ever that the business provides a proactive, seamless experience, regardless of the channel of interaction. Guest Speaker, Kate Leggett, Forrester Principal Analyst, and Alex George, Astute Solutions' CTO, will help eBusiness professionals understand the service experience that consumers exp . . .

Sep 25

Tech Tank Roundtable: Analytics Demo
 

Aspect, inContact, Uptivity discuss two key components of keeping your customers happy: Knowing what they're thinking and anticipating their needs. Contact center analytics can do all of this and more. There are multiple applications, including speech, text, sentiment, and interaction analytics . . .

Sep 30

Stop Struggling Today, and Start Building a CX Department for Tomorrow

ou're improving Customer Experience (CX), but does your CX program have room for improvement? Do you have the right people, processes, and technology for driving corporate decision-making using customer analytics? Do you have a long-term vision for your team? Learn how US Bank created a CX department that not only has an impact today, but is poised to support the organization into the future. Atte . . .

Oct 2

From Tickets to Total Customer Understanding

The customer service function is typically performed one help ticket at a time. In a B2C environment, that method is still appropriate in most cases, but for B2B companies with external-facing support teams, there is a need for a higher-level view of the customer than what typical help desk solutions can provide. Today's most savvy B2B organizations realize that their help desk plays a key role in . . .

Oct 15

Increase the Strategic Value of your Contact Center with an Omnichannel Approach

According to Aberdeen research, companies can improve customer loyalty, increase customer lifetime value and save costs by integrating contact center within the omni-channel customer engagement approach. In this webinar we will have a guest speaker from Aberdeen to present their findings. . . .

Oct 16

Roundtable: Best Practices in Quality Assurance

While call center quality assurance (QA) has traditionally focused on monitoring and improving internal agent quality and compliance, solutions have been expanded to help uncover valuable insights to improve business operations and customer satisfaction. Using insights from your QA program can also help drive excellence in Voice of the Customer initiatives. . . .

Oct 23

Roundtable - Empowering your Contact Center with 'Next Generation' Personalized Customer Care

Most contact centers today are heavily weighted toward supporting calls. However, requirements for supporting email, chat, social media, and other forms of contact are looming over customer care professionals who want to provide freedom of choice to customers. . . .

Oct 28