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Webinars
for the customer experience, CRM, and the contact center.
CRMAdvocate is proud to share information about these upcoming webinars offering
opportunities to learn innovative strategies, discover best practices, and see new technologies. Registration is typically required.
Submit your webinar for inclusion in CRMAdvocate.
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| | | Happy Agents Happy Customers: A Strong Case for an Integrated Multichannel Desktop
Join Richard Snow, VP & Research Director from Ventana Research and Siobhan Payet, UK Director, LiveOps, as they present several compelling findings from Richard's recent Agent Desktop research that support the notion that empowering your agents with an integrated multichannel desktop including voice, email, chat, SMS, FB and Twitter will improve the customer experience and the business bottom line.
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| | | Five Key Requirements to Eliminate Repeat Calls
One sure way to irritate your customers is to cause them to make repeat calls. Why is all of our planning still not producing the expected results? This webcast offers five key requirements to successfully and systematically cut down the number of frustrating repeat calls in your center.
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| | | Reinvent Customer Experience with Technology Services
Customer experience has become paramount to every business' success. According to The Temkin Group, "Research shows that customer experience is highly correlated with loyalty." Technology has become a fundamental and permanent fixture of the modern home and office, and consumers and small businesses now depend on such technology for "must-have" information, communication and entertainment; many consumers and small businesses, however, lack the technical skill or time to successfully set up new devices or overcome technology challenges. When customers reach out for technology support it is a moment of truth and an opportunity for companies to take customer experience to the next level. In this free webinar Support.com will show, using case studies and best practices, how companies are reinventing customer experience with technology services.
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| | | Customer Inspired Excellence - 12 Proven Strategies You Can Use
Join this interactive discussion between two industry veterans and learn: * How organizations are capturing and analyzing customer interactions, sentiments and trends across multiple channels, improving performance and optimizing the customer experience * Why it's important to understand the customer's perspective in every interaction * Which specific strategies have helped organizations deliver operational excellence across the enterprise - including contact center, back office, social care and branch.
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| | | The Next Generation of Knowledge Management:
The challenges IT departments face today are many; from new product launches, mergers and acquisitions, application upgrades, taking applications to the cloud - the list goes on. In order to handle all these initiatives, IT service strategies will need to meet the needs of users inside and outside of the enterprise from anywhere at any time and on any device. While most everyone would agree that managing knowledge is important when handling these types of changes, they often struggle with the "heavy lifting" of the process around documenting, updating and accessing the knowledge that the entire organization can benefit from. Since organizations are in need of a greater focus on knowledge management and users increasingly want more self-service, there must be a solution in place that is up to the task.
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| | | The Agent Desktop and its Strategic Role in Contact Center Performance
Join ContactBabel managing partner and author of the 2013 US Contact Center Decision Makers' Guide, Steve Morrell, in this first episode of the "Time with the Experts" webinar series for his take on the results of this survey completed by more than 200 contact center leaders. He'll be joined by Francis Carden, founder of OpenSpan, who will discuss how to derive the most value out of your existing technology investments, while streamlining workflows and simplifying the agent desktop.
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| | | Roundtable: Best Practices in Workforce Optimization
This session will offer guidance on • Accurately forecasting call volume and scheduling for maximum efficiency • Implementing solutions to improve agent productivity, even during times they're not interacting with customers • Monitoring agent activity and availability, key performance indicators and accessing live call stats from multiple sites.
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| | | How Leading Marketers Create Optimal Multichannel Digital Experiences
To be successful today, you must create informed, intimate and immediate interactions with your customers. Smartphones, tablets, eReaders, laptops, iWatches, and goggles are all tools to reach the customer. Every touch-point and interaction must be coordinated and all of these platforms must perform as though they are one. Stephen Powers, Forrester's VP of Research, will show you how to ensure a great digital experience for your customer and increase your bottom line.
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| | | Best Practices for Extracting Data for a Successful Speech Analytics Implementation
There are certain business elements to consider - Best methods for extracting audio and its associated data from recording platforms including: How to avoid the fight for control of your audio o Common pitfalls to avoid o Encryption methodologies and how to keep data secure o Considerations when thinking about bringing in multiple data sources including how to understand what metadata fields are best suited for certain analytical needs.
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| | | How to Lead in Your Field with Next Generation Call Center KPIs
In today's competitive market outstanding customer service is a key component to success. Most contact centers measure only quantitative service level metrics, and are missing the boat on qualitative metrics. The qualitative component relates to the voice of the customer (VOC) and helps to answer key questions such as: How do our customers feel about the experience they're having with our company and with our agents? How much do our agents know? Do they require more training? In bringing these components together you are able to successfully manage and continually improve all customer experiences.
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| | | 2 Ways Out of the Attrition Ditch
How can you stop agents from leaving? It's feasible to dig your contact center out of the attrition ditch. At 30 percent, the cost of recruiting, hiring, new hire training, productivity losses - not to mention your customers' experience - is astronomical. We asked Vicki Herrell, Executive Director of the SWPP and Melissa Kovacevic, Customer Experience Consulting and Coaching, to help explain the two ways you can dig out and ensure your contact center is the place where agents want to work.
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| | | Customer engagement analytics - more than a sum of interactions!
Virtually all interactions between a customer and the contact center touch multiple systems across the enterprise, each used to store and manage its own data. To date, contact centers have focused on measuring the effectiveness of individual systems to better manage their customer interactions. Now, as businesses realize that the customer experience spans these multiple systems, they adopt a broader perspective, one where a unified view of the customer interaction data in all the contact center systems holds the key to delivering a satisfying end-to-end customer experience. . Join this upcoming Transera webinar and hear Omer Minkara, Research Analyst in the Customer Experience & Service Management practice at the Aberdeen Group, share results from Aberdeen's latest Customer Analytics research.
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