Tech Showcase -Eliminate Customer Frustration Across All Channels

Join this Technology Showcase as Virtual Hold Technology will explore how to help your customer navigate channels and actions, define customer rules of engagement to enhance their desired outcomes and your business outcome, and view reports and analytical data to continually improve results. . . .

May 3

Your Customers Are Chatting. Are You Still Talking?

In this webinar co-hosted with LivePerson, HGS VP of Solutions and Capabilities, Mandeep Kwatra will dispel some popular myths about chat and describe how to pivot to chat from service channels such as website self-service and voice. . . .

May 6

Contact Center of the Future - Are you Ready?

If your company is exploring how to transform its contact and support center from a problem-solving shop to a robust revenue enhancer, the answer to is available right now. Learn how to improve multichannel collaboration and achieve the business results you want to achieve. . . .

May 11

Score Big in Knowledge Management with Gamification

By creating games with engaging themes and narratives, organizations can change employee behavior, help motivate employees to consume product/service content, encourage collaboration, and drive engagement. . . .

May 12

Staffing and Budgeting in an Age of Continuous Planning

Ric Kosiba, Vice President, Decisions, Interactive Intelligence and Founder of Bay Bridge Decision Technologies will present this webcast. He will discuss ways to handle staff planning and budgeting when forecasts are changing, touch on technologies that support the analysis of operations, and present a nimble planning process that incorporates change and promotes great resource decisions. . . .

May 17

A New Twist on Self-Service Metrics: How to Get More CSAT and Cost Control from Classic KPIs

You know the "classic three" KPI's: Misroutes, call containment, and first call resolution (FCR). Nearly every call center executive depends on them. But are you using them as effectively as you could be? Are you putting too much emphasis on one, and not enough on the others? And how is it impacting customer satisfaction and cost containment . . .

May 19

Interactive Text Response Showcase - Bots for your Customer Service

With the release of Facebook's bot platform for Messenger, businesses are struggling to understand what these "text bots" can do and where they fit in a broader customer engagement strategy. In this session, we'll introduce the concept of Interactive Text Response (ITR) as a natural evolution of IVR, and will show various use cases of the technology for customer service, and how it fits into the c . . .

May 25