How Moving Your Contact Center to the Cloud Eliminates Risk

The total cost of ownership (TCO) debate between a premises and cloud decision continues to wage on. Depending on how you look at it, it seems that you arrive at a different conclusion. However, the missing factor in nearly all cloud contact center and unified communications TCO discussions is the consideration of buyer risk. In this 90 minute web event, Dave Michels, principal analyst, TalkingPoi . . .

Sep 30

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

How Modern Companies Are Revolutionizing Traditional Customer Service

Customers are fed up with disjointed and uncoordinated organizations that fail to engage them or-even worse-ignore them altogether. Yet, almost half of social customer service attempts are still left unresolved. This customer experience (CX) challenge, though, is bigger than social media. Organizations must consistently deliver good experiences across the entire customer engagement battleground, w . . .

Oct 1

Technology Showcase - Providing a Superior Omnichannel Customer Experience with Virtual Assistant Technology

Join Creative Virtual Founder & CEO, Chris Ezekiel, as he takes you behind the scenes of our award winning, critically acclaimed V-Person™ and V-Portal™ technology to show you the science of customer conversations. Through a series of live demonstrations of our Smart Help solutions. . . .

Oct 2

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

Reaching for Excellence: A Customer Service Week Special Event

The technical service and support industry is gearing up for one of the most important and special weeks of the year: Customer Service Week! Beginning on October 6, 2014, companies across the country will unite to recognize and thank their selfless and hard-working customer service teams. HDI has partnered with CSWeek to provide fun and inspiring activities that you can use to boost morale, motiva . . .

Oct 7

Do Your Agent's Contact Center Tools Play Well Together?

Join us as we discuss how pulling together your systems, such as telephony and contact center applications with CRM software, a ticketing system, or call recording can help improve operational efficiencies, increase customer loyalty and ultimately increase sales. . . .

Oct 9

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

A Winning Strategy to Enhance Your Customer Experiences

Today's consumers are increasingly knowledgeable before they contact businesses. How can solutions like omnichannel address this, and how are businesses implementing them? We will present five practical tips to show how your business can better collaborate with consumers. . . .

Oct 30