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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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| | | Roundtable: Customer Analytics
Experts weigh in - latest trends in systems, reporting, adoption and ROI Call center leaders are inundated with metrics and reports - we measure almost every activity and always seem to need more. Key to managing all of the data is to have access to the right information that helps you transform your business. Recent advances in Analytical applications provide critical insights into customer needs, behavior, and contact center and enterprise delivery. Analytical solutions also provide a bridge between the contact center and enterprise departments, such as sales, marketing, product development and the executive suite. Join Enkata, NICE, and Verint in this fast paced hour to get up to speed on the latest industry advances and new ideas on ways to utilize metrics to your advantage.
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| | | Amplify Your Impact Through Inbound
Inbound marketing is all about taking the cost and intrusion out of traditional, outbound techniques, while still providing an engaging way to connect with prospects. Certainly an excellent technique, though inbound alone cannot guarantee a boost to your bottom-line. This webinar will show you how to incorporate inbound into the overall marketing mix.
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| | | Staffing Challenges and Strategies for Today's Small and Medium Size Call Centers
Just as SMEs (small to medium size enterprises) are a major driver of the economy, small to medium size operations (up to 100 agents) represent the vast majority of call centers in the US and elsewhere. These call centers, by virtue of their size, have some unique advantages over their bigger counterparts, but also have some serious challenges when it comes to workforce planning and management. It is a fallacy to believe that small equals simple. Attendees of this interactive webcast will learn strategies that enable smaller centers to make the most of their personnel and how vendors are adapting their technologies to enable these centers to cost-justify the tools and resources that historically could only be afforded by bigger call centers.
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| | | Should Your Contact Center Be in the Cloud?
There are many good reasons to consider moving your contact center to the cloud. There are also some situations where a premise-based or hybrid solution will make much more sense financially and operationally. Join us as we present key considerations for choosing your contact center deployment model. We'll share key indicators, ROI and cost references, plus real world case studies that will help you select your optimal approach.
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| | | Digital Marketing Mastery
Learn how you can leverage the added value of digital marketing and make it a stronger focus in your CRM strategy and selection.
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| | | Acquire, Onboard, and Serve Customers Better in 2012 and Beyond
The insurance industry is going through a sea change. Online insurance sales continue to increase year after year with home and auto insurance alone rising from $8.4 billion in 2010 to $14 billion in 2015, according to Forrester Research. Moreover, a significant portion of healthcare insurance is going to "go retail" with the impending implementation of reforms and the deployment of exchanges. Meanwhile, consumers are going mobile, tablet, and social-and more worrisome to insurers-to the competition, when they can't engage with carriers across these touch points as well as offline channels. Insurers that don't up the ante in their online service capabilities or reorient their capabilities for new B2C business models will face the double whammy of never reaching large segments of prospective customers, while possibly losing existing members. How can property, casualty, life, and health insurers position themselves for success in this new normal?
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| | | Lean Six Sigma for Contact Centers
Our most attended and downloaded webinar in 2011 is back with new benchmarks gathered over the past year and in-depth Jidoka examples.
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| | | How to Fix Your Reporting and Become a Call Center Hero
Many contact centers today are drowning in data. They've evolved into a wide assortment of disparate systems designed to manage and measure customer experience, where managers are forced to wade through vast quantities of data from siloed reports that are spewed out by each system or exported into tedious spreadsheets. Managers are frustrated and thirsty for timelier, more actionable insights. In order to survive and compete, it's crucial for contact center managers to have solid, consistent insights into the performance of their contact centers as a whole, across multiple channels and sites. Fortunately, as a result of recent innovations in performance management technology, contact center leaders no longer have to struggle with reporting.
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| | | Elevating the Customer Experience through Advanced Reporting and Interaction Analytics
Because call center interactions greatly influence brand perception, your company has undoubtedly created customer experience metrics to gauge performance. But do you know, on a proactive and daily basis, how you stack up against these metrics? If you rely on surveys and other time-delayed sources for this information, the answer is "no!" Thus, you're vulnerable to missed opportunities where real-time intelligence could help you make immediate changes to business processes or agent behaviors and improve the customer's experience. Larry Skowronek, VP of Product Management, and John Caddell, Strategic Services Executive at Nexidia, will show how several of Nexidia's telecommunication customers are using advanced reporting to study customer retention and customer churn - two key performance indicators driven by customer experience - and how the information collected could impact their operations.
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| | | Telephony and CRM In The Cloud: Optimizing Agent Performance In The Highest Priority Channel
Customer expectations of transparency and participation are forcing companies to maintain multiple communication channels in their contact centers. The emergence of these channels, especially social media, has received a great deal of attention and discussion, but companies must remember that the role of telephony has become even more critical in this environment. Because of the availability of self-service capabilities, and the ability to reach out to a community of experts for resolutions, telephony is becoming the channel of last resort, with the expectations to match. In order to manage this process effectively, companies must provide their agents with a fully integrated telephony and CRM solution, matching the right agent with the right information.
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| | | Call Recording and the Law
The current legal landscape for call recording consists of numerous federal laws and industry mandates. It is important for call center professionals to have an understanding of the best practices and requirements necessary to achieve legal compliance. This webcast will provide you with an overview of several of the laws and requirements that impact contact center operations including Consent-to-Record, Telemarketing Sales Rule, The Truth in Lending Act, Fair Debt Collection Practices Act, and the importance of verification for liability protection.
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| | | Eliminate After-Call Work
Want to quickly and easily reduce AHT by as much as 30% and improve customer service? Join us and learn how automating after-call work and streamlining call-wrap tasks can do both.
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| | | Boost Email Relevance: 8 Steps That Drive Results
The average professional gets nearly 100 emails every day. To manage this high volume, people are moving through their inboxes quickly, looking only for the information they need and want. And 44% of the U.S. population is triaging their inboxes with smartphones, deleting anything that seems irrelevant. So, how do email marketers break through the clutter to reach their customers and drive results? In this valuable one-hour webinar, email marketing expert, Tina Stewart will share eight proven strategies to increase your email program's relevance and boost your ROI.
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| | | Top 9 Best Practices to Optimize and Simplify in Your Contact Center
It was Leonardo da Vinci who was credited with saying, "Simplicity is the ultimate sophistication." But, with the growing complexity of call center work - new channels for customers to access the organization, for instance, how does one achieve simplicity? This session will walk through changes you can make to your contact center and processes to improve your overall operations while simplifying your life.
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| | | Achieving Simplicity Capturing & Utilizing Social Media Insight
There is no getting around it; social media has taken the world by storm. While there has been a lot of discussion around the benefits of leveraging Social Media insight, few organizations are successfully capturing and utilizing this insight within their CRM efforts. This webcast will address these challenges head-on and provide participants with case studies of how best-in-class organizations are successfully resolving these challenges.
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| | | Contact Center Metrics, Contact Center Planning, and How Our Metrics Make Us Do Silly Things
If you would like to rile up a contact center meeting, naively ask the group "Which is better, Service Level or Average Speed of Answer?" Now, step back and watch the fireworks. We use many metrics when we develop plans: some standard metrics include forecast error, occupancy and schedule efficiency, abandon rate, capture rate, as well as average speed of answer, and service levels. We do so because we are trying to describe very complex operational performance in simple terms. In this session, we will describe some of the standard contact center metrics and show how they have botched some very big operations. We will conclude the session with ways in which you can improve contact center planning and reporting.
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| | | Maximize Up-sell/Cross-sell Opportunities
During this webinar, we will share tips on and demonstrate how to: make a service-oriented center a revenue generator; maximize your sales "closing" opportunities; increase your close rate; and generate more revenue per close.
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| | | Service Leaders Speak out!
Open panel discussions on perspectives of emerging customer response strategies and driving customer experience - ask your direct questions on the show. Industry leading "Service Leadership Experts who are driving customer experience across an integrated and enterprise wide strategy. What is working, not working, etc.
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| | | The Five CRM Training Imperatives
Learn in detail the five different types of training that drive high user adoption for all successful CRM initiatives.
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| | | How Call Centers are Being Reshaped by Smartphones, Social Media and Fed-Up Consumers
Call centers today subject callers to a number of aggravations: Annoying phone menus, lengthy hold-times and the unnecessary repeating of information to agents. But all that is about to undergo a radical change, powered by the growing impact of social media, the proliferation of smartphones and the rising expectations of today's consumers. The call center of the future fixes these flaws, resulting in delighted callers and significantly lower costs-per-call. This webinar will show you how that future is closer than you think.
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| | | The Customer Experience Pay Off
Many organizations give homage to customer experience improvement initiatives yet when asked to sign a check and give credence to the talk they falter. A pressing question then becomes how do you get buy in for your customer experience management (CXM) program from the rest of the organization and especially your C-Suite? According to research "only 15% of organizations say that they are effective at maintaining a consistent customer experience across channels." In this webinar we will explore the value and challenges of building an effective CXM program as well as the tools that help you deliver memorable customer experiences.
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| | | Regulations, Tornados, and Growth - How to manage the unexpected within your contact center network
It's a contact center cliché: The only constant is change. Whether the unexpected is a rebound of the economy, a weather event, or even some new edict from the government, we must somehow tame the effects of the heavens, Washington, and the invisible hand of the economy. It is not easy, and if we knew how to forecast any of these events early enough to be able to plan specifically for them, we would certainly be in another line of work. But even if we don't know exactly when these events will happen, we know that they will. It doesn't mean we cannot prepare for these events. In this session, we will discuss mathematical methods for planning in the face of change and how to prepare your contact center for the unexpected.
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| | | More Fun with Contact Center Metrics and Contact Center Planning - Efficiency and Customer Satisfaction
When you ask a contact center executive what their most important metrics are, you will invariably get a version : "customer satisfaction", "cost per call", or "occupancy". Whatever metric you choose, a focus on these metrics produces a lot of project work. In this session, we will focus on metrics used to measure the service and efficiency of your workforce management process, your agents, and your operation. With a focus on contact center planning, we will discuss other common contact center metrics and legacy practices that may be a tradition, but may not be optimal.
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| | | The Hidden Causes and Costs of an Inefficient Contact Center Operation and How Long Term Forecasts Drive Short Term Efficiencies
For many organizations, a contact center network's overall efficiency is determined months before the contact center is operational. The contact forecast, the resulting staff plan and budget, and the assumed efficiency of the operation are set in (only somewhat pliable) stone which can result in a level of chaos for the real time operation. Your "day-of" real time team operates within the constraints of the long term strategy and plan. The determining factor of efficiency is most often found in the assumptions of the contact center strategic plan. Through non-automated methods, planners determine the use of their agent resources: their training plan, hiring plan, overtime/undertime plan, cross utilization, and more. But most planners produce these plans by hand. In this session, we will discuss common ways that plans become inefficient and the operational repercussions of these inefficiencies.
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