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Webinars

Find upcoming and previously recorded customer management webinars, which allow you to learn more about topics to your work, without having to spend time and money traveling.  

Tuesday, June 05, 2018, 02:00 pm EDT
AskNicely Webinar

Webinar: Supercharging Your Client Success Tech Stack Using Voice-of-Customer DataWhen: Tuesday, June 5, 2018Time: 2PM ET / 11AM PT / 6PM GMTJoin this panel-led webinar examining the 7 parts of a CS Stack: CRM, Customer Marketing, Engagement, Education, Community, Advocacy, and Customer Service, and highlighting the effectiveness of VoC data as the jet fuel that kicks these systems and...
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Thursday, May 31, 2018, 02:00 pm EDT
Lessonly

Join Conner Burt, COO of Lessonly; Ben Collet, Director of Global Advocacy, Enterprise and Strategic Accounts from Zendesk; Jeanne Bliss, President of Customer Bliss; and Troy Mills, CEO of Customer Care Advisory as they explore key areas of focus for customer service leaders.
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Thursday, April 26, 2018, 02:00 pm EDT
ServiceNow

Join Brian Cantor, CCW Digital's Principal Analyst, Jeanne Bliss, President of Customer Bliss, and Holly Simmons and Tom Brennan from ServiceNow as they discuss how to create great experiences with the outcomes customers desire.
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Wednesday, April 25, 2018, 02:00 pm EDT
TRUSTID Webinar

Join Brian Cantor, CCW Digtial's Principal Analyst, Jen Pacholski from Bank of America and Pat Cox and Lance Hood from TRUSTID as they reveal Bank of America's path to 100% autoamted call center authentication.
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Thursday, April 19, 2018, 02:00 pm EDT
NICE Webinar

In this webinar, we will be discussing how agent schedule change empowerment is the key to improving agent retention and how it can also improve forecasting, added coverage and flexibility in staffing requirements.
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Wednesday, March 28, 2018, 02:00 pm EDT
comm100

Live chat isn’t a new channel anymore, but many companies are still applying the same KPIs and processes to it as the phone.
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Tuesday, March 20, 2018, 10:00 am EDT
cxn oracle

This free webinar with the experts at Oracle will cover key enterprise considerations, such as humanizing the digital experience, providing a mobile-first approach, and engaging with context.
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Thursday, March 15, 2018, 02:00 pm EDT
NICE Webinar

In this webinar Brian Cantor, Principal Analyst and Director at CCW Digital, will share current trends, challenges and solutions for providing exceptional customer experience.
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Wednesday, February 14, 2018, 02:00 pm EST
callfinder webinar

Turn customer analytics from a promising idea into contact center excellence.
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Wednesday, January 31, 2018, 02:00 pm EST
Kustomer

CCW Digital's Principal Analyst, Brian Cantor, and Alon Waks from Kustomer, will share share the steps that retail companies can take to provide better customer experiences in 2018.
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Wednesday, July 19, 2017, 02:00 pm EDT
Ian Jacobs

With modern, multichannel analytics technology, contact centers can uncover the trove of customer insights buried in millions of calls, emails, texts, Tweets and chats—and share them across the enterprise. However, many organizations don’t have the staff to devote to get the most value out of an investment in analytics tools.
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Wednesday, September 28, 2016, 02:00 pm EDT
IBM Globe

IBM Watson Virtual Agent is the premier cognitive customer engagement platform. It is an industry pre-trained Natural Language Understanding for cross industry customer service. With the use of IBM Watson’s new Conversation API, Watson Virtual Agent can understand customer service focused dialog across a range of complex requests
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Wednesday, September 07, 2016, 01:00 pm EDT
Donna-Fluss

Join us as Donna Fluss, President of DMG Consulting, a provider of contact center and analytics market research and consulting, and Mark Egge, Speech Analytics expert at Calabrio, share insights into best practices for implementing and getting the most out of Speech Analytics.
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Wednesday, June 08, 2016, 02:00 pm EDT
PowerObjects Blue2

Empower Your Employees and Customers with Knowledge Using Microsoft Dynamics CRMToday’s customers expect more out of customer service. It is critical to your organization’s success to be able to provide your employees with the right information at the right time during customer interactions. Customer service trends also show that customer self-service portals are becoming increasingly important....
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Wednesday, April 20, 2016, 01:00 pm EDT
Roger Lee

According to ICMI, over 62% of contact centers are perceived as a cost center by their organizations. Contact centers are continually asked to do more with less – save money, save time, optimize – and yet still deliver a memorable and effortless customer experience with every call. But do other areas of your organization know that the data collected in the call center is rich with insight? Join...
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Thursday, January 28, 2016, 12:00 pm EST
Leslie Joseph

Consumers are increasingly using chat, to connect with brands and with each other. But, today’s consumers, digital nomads in this omnichannel world, demand intelligent, higher quality experiences from the chat channel. How many enterprises are actively thinking about the impact this has on the future of chat? The good news is that change has arrived. Big Data, omnichannel technologies and rich...
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Wednesday, January 27, 2016, 02:00 pm EST
Greg Moser

During this webinar, we will discuss how Microsoft Dynamics CRM can help drive out OPEX in your customer care center, while providing key KPIs to help you make informed business decisions to delight and retain your customers. Join our webinar to learn more about:  Current customer care industry trendsHow consumer behavior is driving the omni-channel transformationThe Microsoft Dynamics CRM...
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Wednesday, January 27, 2016, 12:00 pm EST
Amanda Anderson

Your CRM does a great job of tracking all of the valuable information your customers provide, and organizing that information to help agents more effectively up-sell and cross-sell, target marketing efforts, and solve potential issues before they escalate. And while many leading CRM solutions provide important digital touch points (email, text, and chat), none provide the most crucial aspect of...
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Tuesday, January 12, 2016, 01:00 pm EST
Tucker Hall

What if your Salesforce Community provided fast access to all of the answers your members need, wherever that content resides?      Now, what if your Salesforce Community could actually learn from your members?  What if it could analyze user activity and automatically deliver the content that will help each user be successful?      Well now it can. In fact,...
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Monday, December 14, 2015, 02:00 pm EST
Reagan Miller

Making chat work for your enterprise can prove to be more challenging than you expected. You were told that concurrency would be as high as 3.0, that every chat would equal a deflected phone call, and that you could re-train your voice agents to the chat channel in 4 hours or less.  Unfortunately, none of this turned out to be true, and now you’re asked to prove the ROI of your sales,...
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Tuesday, December 08, 2015, 12:00 pm EST

The Future of the Contact Center A CCIQ Online Summit December 8 - 10 | 12-3PM ET Preliminary Registration2015 is coming to an end, but the “age of the empowered customer” is only just beginning.  Customer demands and expectations are increasing, and the challenges for contact center professionals are becoming more daunting.Also on the rise?  The opportunities to improve customer...
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Wednesday, October 14, 2015, 02:00 pm EDT
Art Schoeller

Consumer behavior is forcing Customer Care organizations to change the way they interact, engage, and support their customers. A recent Forrester Research study shows that nearly two thirds of Customer Care centers do not manage inquiries the same way—affecting customer satisfaction and retention.During this webinar learn how CRM can help support an Omni-channel approach, and deliver proactive,...
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Thursday, October 08, 2015, 01:00 pm EDT

In today’s omni-channel world, the demand for superb customer service is as significant as it has ever been.  Customers demand efficient calls, high-quality, relevant information and resolution on the first contact. Can you deliver?Technology can help but only if you select the right technology and then pair it with the right culture, right strategies and right performance initiatives....
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Thursday, September 24, 2015, 02:00 pm EDT
Mark Nelson

86% of consumers are put on hold every time they contact a business. In fact, the average person spends almost 43 days of their entire life on hold. Not surprisingly, customers say their biggest frustration when phoning a contact center – by a whopping 43% – is being put on hold. More and more, contact centers are realizing the detrimental effect hold-time is having on their customer...
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Thursday, July 23, 2015, 01:00 pm EDT
Roger Lee

Organizations are quickly moving to implement multichannel analytics with the intention of using this tool to improve the customer experience, but in the rush they are all too often neglecting to have both a resource and process strategy firmly in place. Why does this matter? Without alignment of resources and processes, users initially are excited by the improved view into customer interactions...
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Tuesday, June 30, 2015, 01:00 pm EDT
Alon Waks

It seems simple. You want to engage with visitors on your site on mobile or web - you provide them with the option to call you or message you. Your job is done, right?Not so fast. While technology, like live chat, can have a small effect on efficiency and customer satisfaction, the true value comes from creating an effective program focused on continuous improvement and understanding the customer...
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Wednesday, April 29, 2015, 01:00 pm EDT

Ever wonder why your NPS metrics differ by survey program or business unit? Still facing internal executive challenges as a result? If you said yes, you’re not alone. It’s not unusual for loyalty metrics like NPS to show different data patterns, particularly when applied to customer service. But that’s not always bad since, by their very design, different survey programs are supposed to measure...
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Wednesday, April 08, 2015, 02:00 pm EDT

Customer Service organizations are looking to transform their customer care centers by providing a superior engagement platform for customers, prospects, and partners. CRM is the key to providing an excellent level of customer service across any channel, by providing the right information to the right agents at the right time.Many leading analysts project that around 50% of Customer Service CRM...
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Tuesday, March 24, 2015, 12:00 pm EDT

Businesses need to care about their customers.  They need to improve their customer experiences.  They need to drive increased customer satisfaction.But what do those endeavors actually entail?  CCIQ's 2015 Customer Experience Summit, a free, virtual event taking place March 24-25, has the answers.Fueled by CCIQ's annual Customer Experience study and led by accomplished...
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Wednesday, February 18, 2015, 12:00 pm EST

In this on-demand webinar, former Forrester analyst Diane Clarkson and BoldChat’s Ross Haskell discuss the crucial steps for a goal-driven approach to live chat vendor selection. Live chat can achieve many results including driving sales conversions, reducing shopping cart abandonment, enhancing customer experience, and improving operational efficiencies.  But selecting a live chat vendor...
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Thursday, January 29, 2015, 12:00 pm EST

Companies invest millions of dollars in contact center technologies to give customers the ability to communicate with their representatives and demonstrate that they are easy to do business with.  With the proper tools, contact center managers are able to validate an organization’s success in customer service, customer support and customer retention.  In addition to increased...
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Monday, December 15, 2014, 12:00 pm EST

Learn how your peers are using innovative contact center solutions to reduce costs, boost productivity, maximize customer satisfaction and drive revenue growth.CCIQ is proud to introduce the complimentary Future Contact Center Open House.For call center leaders being asked to rapidly transition to omni-channel, more successfully engage agents and dramatically boost customer-centricity, all within...
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Wednesday, December 03, 2014, 02:00 pm EST

You know your customers are demanding it.  You know your business will ultimately benefit from it.  But how do you do it?Given the stakes associated with the customer experience in today's marketplace, contact center transformation cannot be limited to discussion--it must manifest in action.  Unfortunately, the thought leaders who stress the importance of omni-channel customer...
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Wednesday, November 05, 2014, 11:00 am EST
Aparajita Gupta

The emergence of digital channels has given the power to self serve and convenience to end-customers. However, consumers tend to move between channels expecting seamless service. In the absence of an omni-channel environment, customers get disappointed and leave. For organizations, multi-channel complexities add up to high cost to serve and reduced customer satisfaction. Using customer...
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Friday, October 03, 2014, 11:00 am EDT
Aparajita Gupta

The emergence of digital channels has given the power to self serve and convenience to end-customers. However, consumers tend to move between channels expecting seamless service. In the absence of an omni-channel environment, customers get disappointed and leave. For organizations, multi-channel complexities add up to high cost to serve and reduced customer satisfaction.  Using...
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Tuesday, September 30, 2014, 02:00 pm EDT
Jason Baron

Accelerated everything. Highly mobile workforces, the global economy, and the ever-burgeoning trend for “bring your own device” have detonated customer demand for effective response and resolution. Intricate workflows, pressure for outstanding productivity gains, even confusion about cloud computing are hitting customers where they live and forcing today’s technology support organizations to the...
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Monday, September 15, 2014, 02:00 pm EDT

Accelerated everything. Highly mobile workforces, the global economy, and the ever-burgeoning trend for “bring your own device” have detonated customer demand for effective response and resolution. Intricate workflows, pressure for outstanding productivity gains, even confusion about cloud computing are hitting customers where they live and forcing today’s technology support...
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Thursday, July 10, 2014, 01:00 pm EDT

Want to improve your call center or contact center metrics? Tired of paying the consequences for overstaffing, understaffing or underperforming agents? Join leading experts on workforce management, contact center operations and quality management to learn how the Cloud helps you:Manage staffing levels to pay for just the right expertise for customer interactionsImprove performance over time,...
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Wednesday, June 25, 2014, 01:00 pm EDT

Want to improve your call center or contact center metrics? Tired of paying the consequences for overstaffing, understaffing or underperforming agents? Join leading experts on workforce management, contact center operations and quality management to learn how the Cloud helps you: Manage staffing levels to pay for just the right expertise for customer interactions Improve performance...
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Wednesday, June 25, 2014, 01:00 pm EDT

Want to improve your call center or contact center metrics? Tired of paying the consequences for overstaffing, understaffing or underperforming agents? Join leading experts on workforce management, contact center operations and quality management to learn how the Cloud helps you: Manage staffing levels to pay for just the right expertise for customer interactions Improve performance...
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Wednesday, June 25, 2014, 01:00 pm EDT

Want to improve your call center or contact center metrics? Tired of paying the consequences for overstaffing, understaffing or underperforming agents? Join leading experts on workforce management, contact center operations and quality management to learn how the Cloud helps you: Manage staffing levels to pay for just the right expertise for customer interactions Improve performance...
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Wednesday, June 04, 2014, 01:00 pm EDT

Customer service is supposed to be easy.  It is supposed to be painless.  It is supposed to help customers. Unfortunately, far too many organizations are producing harmfully difficult customer experiences that force customers to devote excessive time and effort in exchange for minimal reward. If left unaddressed, these complicated support environments—defined by multiple...
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Wednesday, June 04, 2014, 01:00 pm EDT

Customer service is supposed to be easy.  It is supposed to be painless.  It is supposed to help customers. Unfortunately, far too many organizations are producing harmfully difficult customer experiences that force customers to devote excessive time and effort in exchange for minimal reward. If left unaddressed, these complicated support environments—defined by multiple...
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Tuesday, May 20, 2014, 11:00 am EDT

Case Study: How the Boston Globe Increased Customer Self-Service by 58% | Embracing Disruption to Get Closer to Customers Stop the presses!  The media industry has faced massive disruption in recent years, but they are not alone.  Chances are your industry has experienced its share of disruptive forces as well.  The 142-year-old Boston Globe has a rich history of innovation,...
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Monday, May 19, 2014, 01:00 pm EDT

Customer service is supposed to be easy.  It is supposed to be painless.  It is supposed to help customers. Unfortunately, far too many organizations are producing harmfully difficult customer experiences that force customers to devote excessive time and effort in exchange for minimal reward. If left unaddressed, these complicated support environments—defined by multiple...
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Monday, May 19, 2014, 01:00 pm EDT

On average, a manager at a contact center spends 93 days coaching their teams each year. This is a significant time and resource commitment for both the coaches and their agents. The return on this investment is often negligible, which raises the question: are we really getting the most out of what we put into coaching? Call Center IQ is proud to announce a special webinar, presented by...
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Tuesday, May 06, 2014, 12:00 pm EDT

From June 9-13, nearly 2000 of the world's most innovative, accomplished and passionate customer service professionals will congregate at the 15th Annual Call Center Week in Las Vegas.  The definitive event for call center, customer experience and operations professionals, Call Center Week represents a pivotal gateway between wanting to improve call center operations and actually doing...
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Tuesday, April 22, 2014, 03:00 pm EDT
Martin Hill-Wilson

It seems few organisations have found the right recipe for satisfying their customers' taste for multi-channel engagement. Recent research suggests it remains a mediocre experience for most. Is this solely due to fragmented or legacy technology? More up to date reasons can be found in those high level descriptions of customer journeys which give brands comfort they are done. But still...
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Thursday, February 20, 2014, 12:00 pm EST
Brian Salvatori

Most businesses claim to care about the customer experience.  A considerably smaller amount actually delivers a satisfying one. It is a story as old as time:  talking the talk but not walking the walk.  The consequences, however, continue to get more significant.  Thanks to simultaneous escalation of customer expectations and rise of social channels for sharing feedback,...
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Thursday, February 13, 2014, 02:00 pm EST

In a survey conducted by Call Center IQ, 68% of executives confirmed plans to increase their customer service budgets in 2014.  Stop me if you think you’ve heard this one before. Operating in what has been dubbed the “age of the customer,” virtually all businesses profess a rhetorical commitment to the customer experience.  Many confirm plans to significantly boost...
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Friday, January 31, 2014, 02:00 pm EST

In a survey conducted by Call Center IQ, 68% of executives confirmed plans to increase their customer service budgets in 2014.  Stop me if you think you’ve heard this one before. Operating in what has been dubbed the “age of the customer,” virtually all businesses profess a rhetorical commitment to the customer experience.  Many confirm plans to significantly boost...
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Monday, January 27, 2014, 02:00 pm EST

In a survey conducted by Call Center IQ, 68% of executives confirmed plans to increase their customer service budgets in 2014.  Stop me if you think you’ve heard this one before. Operating in what has been dubbed the “age of the customer,” virtually all businesses profess a rhetorical commitment to the customer experience.  Many confirm plans to significantly boost...
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Monday, November 18, 2013, 02:00 pm EST
Nancy Jamison

In a day and age where the contact center landscape is changing at a rapid pace, it has become increasingly clear that it is all about enhancing the customer experience by being at the center of every customer interaction. From multi-channel, to omni-channel, mobile customer engagement and proactive care, each of these trends are an essential part of your cloud contact center strategy and are now required to cater to the informed and tech-savvy customer.
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Monday, November 04, 2013, 01:00 pm EST
Rajat Paharia

It’s an old story: Call centers suffer from chronically high turnover. Disengagement among agents is common, and replacing them can cost 1.5 times their annual salary. In this free webinar, Rajat Paharia, father of gamification and author of the New York Times and Wall Street Journal best-seller Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and...
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Friday, October 25, 2013, 12:00 pm EDT

General registration for CMIQ's complimentary Digital Customer Care Summit goes live shortly.  We're giving you, our valued CMIQ member, the chance to secure your spot now!  Register below and you will get complete live and on-demand access to the free event! Today’s customer management landscape is simple.  Either keep up with the needs of the digital customer or...
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Monday, October 14, 2013, 11:00 am EDT

How many times have your loyal customers become frustrated having been asked to repeat their information? Or had to explain their special situation or circumstances every time they call? Today’s customers expect not only fast and reliable, but more and more personalized customer service.   Customer-focused enterprises, like Energen, are increasingly realizing the importance and...
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Wednesday, August 14, 2013, 12:00 pm EDT

80% of organizations believe it is particularly important to serve customers in their preferred channels.  Only 30% are capable of consistently doing so. 89% of organizations believe it is important to create a seamless, integrated, cross-channel experience by passing customer data across media.  Only 30% of businesses do so. This disconnect between what businesses do and what...
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Monday, July 15, 2013, 02:00 pm EDT
Mike Burke

Join CMIQ for a lively roundtable discussion of highlights from the brand-new Executive Report on Call Center Technology, including key trends from American Express, Best Buy, MetLife, Hyundai Capital, GlaxoSmithKline and many others. Our panel of experts, including customer management leaders and technology partners, will put the results from our research initiative into actionable...
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Thursday, July 11, 2013, 02:00 pm EDT
Mike Burke

Join CMIQ for a lively roundtable discussion of highlights from the brand-new Executive Report on Call Center Technology, including key trends from American Express, Best Buy, MetLife, Hyundai Capital, GlaxoSmithKline and many others. Our panel of experts, including customer management leaders and technology partners, will put the results from our research initiative into actionable...
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Wednesday, July 03, 2013, 01:00 pm EDT
Brian Wick

There are a lot of potential snags in the customer lifecycle that can diminish the customer experience - but you can prevent a lot of them. Many of those pitfalls stem from complexities in the type of business or product you offer and the level of customer service you provide (and your customers demand). Whether yours is a high-touch environment, a long-term relationship or both, this webinar...
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Monday, July 01, 2013, 02:00 pm EDT

Join CMIQ for a lively roundtable discussion of highlights from the brand-new Executive Report on Call Center Technology, including key trends from American Express, Best Buy, MetLife, Hyundai Capital, GlaxoSmithKline and many others. Our panel of experts, including customer management leaders and technology partners, will put the results from our research initiative into actionable...
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Wednesday, April 24, 2013, 03:00 pm EDT

Your customer’s expectations for service are changing. They now expect to request and receive help via multiple channels including phone, email, instant message, and mobile. They want to be able to ask questions, be fully informed on status, and achieve resolution -- 24/7, and on any device. Your challenge -- and that of your organization -- is to meet the growing demands of your hyper-...
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Friday, April 12, 2013, 02:00 pm EDT

As consumers, we know a good customer experience when we have one. But there’s a real disconnect when it comes to decoding the customer experience as a business. Recent research from CMIQ shows that we know that customer experience can be a make-or-break factor in winning and keeping customers. But the research also shows that many businesses are not succeeding at delivering a powerful...
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Friday, February 22, 2013, 01:00 pm EST

Customer experience is a strategic focus at most organizations; no longer is the contact center executive primarily focused on operational efficiencies. The contact center plays an important role that contributes to the top and bottom line.  Still, many companies find customer experience a difficult path to navigate, with many obstacles including changing customer behaviors and increasing...
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Thursday, February 14, 2013, 02:00 pm EST

In a recent Aberdeen report 60% of companies reported that they weren’t able to increase customer satisfaction in 2012. With more than 80% of revenues coming from existing customers it is imperative for service organizations to focus on improving customer engagement.  Register for the webinar “How to Improve Engagement with a Multichannel Strategy” to hear Sumair Dutta...
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Monday, February 11, 2013, 02:00 pm EST

In a recent Aberdeen report 60% of companies reported that they weren’t able to increase customer satisfaction in 2012. With more than 80% of revenues coming from existing customers it is imperative for service organizations to focus on improving customer engagement.  Register for the webinar “How to Improve Engagement with a Multichannel Strategy” to hear Sumair Dutta...
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Thursday, January 31, 2013, 11:00 am EST

The customer service experience is today more than just an interaction with your contact center. It is a strategy spanning the entire organization – from marketing to sales, from finance to legal. This interactive webinar will take the participants through strategies for building an integrated service experience in a multi-channel environment – for customers, agents, supervisors and...
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Tuesday, January 29, 2013, 01:00 pm EST
Paul Smith

The popularity of Apple's Siri technology has placed a spotlight on the growing demand for Virtual Agent technology in a corporate setting. More than ever, modern consumers are demanding the power to serve themselves when they have a question, be it on a corporate web-site, facebook fanpage or on their mobile device. In this informative webinar, find out how Siri-like Virtual Agents are...
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Friday, January 25, 2013, 11:00 am EST

The customer service experience is today more than just an interaction with your contact center. It is a strategy spanning the entire organization – from marketing to sales, from finance to legal. This interactive webinar will take the participants through strategies for building an integrated service experience in a multi-channel environment – for customers, agents, supervisors and...
Learn more

Friday, January 18, 2013, 02:00 pm EST

Is your organization struggling with the day-to-day of delivering effective customer service while defending – or growing – the bottom line? Are you ready to capitalize on trends like “big data,” multi-channel service and social media? Or are you dreading tackling them? Join CMIQ for a lively and candid roundtable with customer service and call center veterans from...
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Friday, January 18, 2013, 02:00 pm EST

Is your organization struggling with the day-to-day of delivering effective customer service while defending – or growing – the bottom line? Are you ready to capitalize on trends like “big data,” multi-channel service and social media? Or are you dreading tackling them? Join CMIQ for a lively and candid roundtable with customer service and call center veterans from...
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Thursday, January 17, 2013, 02:00 pm EST

Is your organization struggling with the day-to-day of delivering effective customer service while defending – or growing – the bottom line? Are you ready to capitalize on trends like “big data,” multi-channel service and social media? Or are you dreading tackling them? Join CMIQ for a lively and candid roundtable with customer service and call center veterans from...
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Wednesday, January 16, 2013, 02:00 pm EST
Jessica Main

No story illustrates contact center challenges more clearly than that of an outsourced contact center service provider—especially when that outsourcer is also a startup.   First, there’s the need to demonstrate enterprise-class capability—without benefit of a long track record. Then, infrastructure must be in place to meet telephony, reporting and management needs...
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Tuesday, January 15, 2013, 01:00 pm EST
Terry Dean Redding

In this webinar, we will explore how to leverage data and analytics to create competitive advantage and enable high performance call centers in the following areas: Getting the right information to the right person at the right time Impacts of call center off-shoring Changing nature of service channel preferences The impact of social media on call center usage and experience...
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Friday, December 14, 2012, 01:00 pm EST
Mike Clarkin

Virtual, at-home customer service has graduated from the early adopter phase and is now reaching the early majority of companies who are hungry for its benefits in scale.   As the virtual processes of recruiting and training have become more sophisticated, large enterprises are integrating at-home into their operations portfolio, adding thousands of workers at an unprecedented pace....
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Wednesday, December 12, 2012, 01:00 pm EST
Thomas Sweeny

Not long ago the only viable option for service and support was to call the vendor that made the product. Today, there are countless sources of information about all types of products and services, easily accessed with a quick Google search. Where vendors once held a monopoly on the creation of the best, most up-to-date and relevant content, today anyone can instantly and globally share...
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Tuesday, November 27, 2012, 01:00 pm EST
Sheila McGee-Smith

Customers today have changed. They research differently, they buy differently, and they are trying to interact with your business differently. They expect customer service across all channels - web, social media and smart phones. However, one thing has remained paramount; customer experience has a significant impact on the company’s bottom line. So how do you keep up with the changing...
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Tuesday, November 27, 2012, 01:00 pm EST
Sheila McGee-Smith

Customers today have changed. They research differently, they buy differently, and they are trying to interact with your business differently. They expect customer service across all channels - web, social media and smart phones. However, one thing has remained paramount; customer experience has a significant impact on the company’s bottom line. So how do you keep up with the changing...
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Monday, November 26, 2012, 01:00 pm EST
Sheila McGee-Smith

Customers today have changed. They research differently, they buy differently, and they are trying to interact with your business differently. They expect customer service across all channels - web, social media and smart phones. However, one thing has remained paramount; customer experience has a significant impact on the company’s bottom line. So how do you keep up with the changing...
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Monday, November 12, 2012, 01:30 pm EST

Are you empowering agents to satisfy customers, build loyalty and grow your business?  Or are you the roadblock persistently distancing the brand from your customer base? Poor performance from contact center agents is not a rare phenomenon, and as such, it is easy to blame the front-line for ruining the customer experience.  But more often than not, the real culprit is a systemic...
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Thursday, November 08, 2012, 01:00 pm EST

Customers today have changed. They research differently, they buy differently, and they are trying to interact with your business differently. They expect customer service across all channels - web, social media and smart phones. However, one thing has remained paramount; customer experience has a significant impact on the company’s bottom line. So how do you keep up with the changing...
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Wednesday, November 07, 2012, 01:00 pm EST
Neil Hooper

As self-service tools become more effective and accepted by customers, queries reaching agents are becoming more sophisticated. The implications for agent empowerment and training, knowledgebase enhancement, and escalation beyond the center cannot be ignored. To help you progress your own considerations of this phenomenon, Plantronics will reveal new and telling research outlining how UK-...
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Thursday, October 11, 2012, 01:00 pm EDT
Peter "Scotch" Scocimara

Providing customer service to Millennials has its challenges. The generation born 1980–2000 has grown up in a connected world and is renowned for their social-media savvy and exceptional multi-tasking. Their digital coolness comes with a few labels including: impatient, demanding, and seekers of instant gratification. For many companies, the Millennial Generation is a game-changing...
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Monday, October 08, 2012, 01:00 pm EDT

What does it mean to be really competitive? Being fastest or biggest isn't enough for the long haul. The organizations that prevail over time will have more than just a good product or a large footprint in their market. They will have the kind of organizational excellence that comes from a keen understanding of their marketplace and their customer needs, as well as inter-organizational...
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Monday, October 08, 2012, 12:00 pm EDT
Ken Lamzon

Investments in Social Media have breached the billion-dollar threshold. For key decision-makers, there are urgent questions that need intelligent answers: Are we tracking social media? How? How do we build our Facebook brand? Is anyone reading our messages from Twitter? How quickly do we reply?   The consequences of failure to get into the social media groove are dire: your competition...
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Friday, September 28, 2012, 02:00 pm EDT
Mike Ahnemann

As customers, we’ve all experienced it before – “I can’t get to an agent!”, “I’ve already given you that information!”, “I have to be on hold for how long?” Everyday customer experience (CX) executives are faced with the ongoing pressure to deliver a positive experience to increase customer satisfaction and brand loyalty. But a well-...
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Tuesday, September 18, 2012, 01:00 pm EDT
Tara Kelly

One of the biggest problems for enterprises today is the large volume of customer calls. High operating costs prevent human interaction for every phone call, yet research continues to show that customers prefer to speak with a person, not a robot. Tara’s presentation will focus on the new technology that allows for increasing customer satisfaction by utilizing Voice Your Data (VYD). VYD...
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Thursday, September 13, 2012, 11:00 am EDT
James Barnes

Enabling IT to better support changing business processes and requirements Organizations require the ability to adapt quickly to rapidly changing economic, technological and competitive landscapes, which means undergoing near-constant change to their business processes. And in today’s IT-enabled world, that usually involves making changes to the underlying business process applications...
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Monday, August 13, 2012, 01:30 pm EDT
Duke Chung

Customer service on social media can no longer be viewed as a passing fad or a marketing distraction. With brand service being secretly monitored and then publicly reported on by the likes of Nielsen and STELLAService, and social customers skewering businesses and organizations for PR or service gaffes as they happen, organizations of all sizes should be prepared to not only follow customer...
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Friday, August 10, 2012, 01:00 pm EDT
Dadi Freund

The pressure to boost customer satisfaction with less funding is increasing as companies are looking for new ways to differentiate their services and reduce customer churn. To get ahead best-in-class support organizations are using technologies that help increase first call resolution and create more loyal customers. Attend New Strategies for Support Agents: How to Create More Customer...
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Monday, July 23, 2012, 02:00 pm EDT
Eric Feinberg

Pew Research states that 55% of adult mobile phone owners access the internet on their phones, a figure that doubled in three years. In addition, global mobile internet traffic has now reached about 10% of all internet traffic, according to Mary Meeker of Kleiner Perkins. So whether or not your organization has a mobile strategy, mobile is part of your company’s customer experience. But...
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Monday, May 21, 2012, 11:00 am EDT
Guy Fielding

Understanding the customer experience is a critical part of any business in today's cost sensitive world. Every customer relationship and contact impacts your business  and ensuring a positive experience drives their loyalty and spend . However, the customer experience model is changing, Join us in discovering ...
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Friday, May 18, 2012, 02:00 pm EDT
David Geffen

Rapid scaling and flexibility. Seamless integration. Cost-effectiveness. Agent productivity. Customer satisfaction. With so many imperatives, most contact centers weigh the tradeoffs—and make compromises. In this webinar, learn how to avoid the compromise and deliver the optimal customer experience with a highly efficient workforce.  See how cloud-based contact center solution from...
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Thursday, May 17, 2012, 02:00 pm EDT
Lawrence Latham

You spend countless hours watching webinars, reading articles and working with customer management consultants.  But are you seizing one of the most effective opportunities for lowering costs, improving organizational efficiency and driving customer satisfaction? Machine-to-machine (M2M) technology is more than a mere innovation project to impress techies at consumer electronics...
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Friday, May 04, 2012, 02:00 pm EDT
Omer Minkara

The information you need to better understand your customers is out there.  It's the conversation your customers are having right now on social networking and review sites, in the thousands of emails to your customer service reps and in customer feedback surveys. But sorting through the mass of it to extract the insight needed to take action and actually improve the customer experience...
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Thursday, April 19, 2012, 02:00 pm EDT
Cecilia "Chilly" Lopez

  In today’s rapidly-evolving call center environment, “innovation” is no longer a pipe dream for a select few call center outsourcers.  If customer management success is what you crave, innovation must be the standard in measuring performance, building longstanding partnerships and delivering results 100% of the time. Though innovation is the key ingredient for...
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Tuesday, April 17, 2012, 02:00 pm EDT
Derek Miers

  Are you able to provide unique, differentiated service experience to your customers?  Do your agents run through a pre-designed assembly line-like process with customers? Increasingly, customer service cases are getting more complex and a one-size fits all approach to case management is no longer effective.  With customers visiting social communities and tools you’ve...
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Tuesday, April 17, 2012, 11:00 am EDT
Susan Nunez

Join GfK MRI for this webinar, where we’ll take a close look at a hypothetical American family to offer insights into every generational group, based on the Survey of the American Consumer, TeenMark and the American Kids Study.   A broad range of marketing categories will be covered, including Nutrition, Green Issues, Tablets, Social Media, Mobile and Internet.  Each...
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Wednesday, March 28, 2012, 12:00 pm EDT
Susan Nunez

Join GfK MRI to learn 10 insights about kids and their families from The American Kids Study and supplemental Parents Study. This session will provide: insights on what kids and parents are doing, thinking, and buying what’s new in kids’ attitudes, lifestyles and media choices a look at how kids sync up with their parents when it comes to purchase influence, rules and much more...
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Tuesday, March 20, 2012, 12:00 pm EDT
Eric Tamblyn

Every touch point with a customer -- visiting your web site, ordering products, engaging with customer service -- is a branding experience.  To maintain the value of your brand, companies need to invest in dynamic customer engagement that is friendly, intuitive and on the customer’s terms.  But what if your in-house systems and infrastructure make it hard to deliver an...
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Tuesday, March 06, 2012, 12:00 pm EST
Keith Pearce

Customer service is no longer confined to the four walls of the contact center; it involves delivering an ideal experience for the customer -- at each touch point and across the organization.  To remain competitive, companies must re-evaluate their overall customer engagement strategy.  In this session Alcatel-Lucent Enterprise CMO Nicolas de Kouchkovsky will discuss the impact of...
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Monday, February 27, 2012, 11:00 am EST
Peter Ryan

Over the past decade, nearly 235,000 contact center positions have been shifted offshore. However, companies are now rethinking the offshore equation due to shrinking talent pools, rising wage rates, real estate inflation, and growing customer backlash. With a renewed focus on delivering higher quality and more efficient customer interactions, many companies are now bringing their contact...
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Thursday, February 09, 2012, 12:00 pm EST
Terry Dean Redding

Call centers are increasingly expected to deliver on the company brand experience and positively affect revenue. The strategic importance of call centers has created a demand for more meaningful metrics and advanced analytics capable of linking performance to behavioral and financial outcomes. In this webinar we will help call center executives learn how to better navigate the changing...
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Friday, December 23, 2011, 11:00 am EST
Ken Osborn

As demands on contact centers have increased over time, companies are looking to bring the best talent into their agent pools.  The availability of cloud computing technologies in the contact center has opened capabilities to deploy agents anywhere.  Because of this, companies are able to experiment with different deployment options for agents, including insourcing, outsourcing and at...
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Thursday, December 08, 2011, 02:00 pm EST
Koray Parmaksizoglu

In the hyper-competitive marketplace of today, contact center leaders are striving to drive competitive advantage and bottom line results from their customer care operations.  In the effort to deliver higher value service to many clients and stakeholders we are seeing innovative applications of contact center methodologies beyond the traditional contact center environment.  Examples...
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Tuesday, November 08, 2011, 01:00 pm EST
Diane Clarkson

Your customers live online and demand that you do too. Companies that offer convenient, timely, 24/7 self-service options accessible via the Web, mobile devices and social media realize improved conversion rates, higher average order value, and higher customer satisfaction and retention—all at lower cost. Are you ready?   Traditional self-service options such as search and FAQs,...
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Wednesday, November 02, 2011, 11:00 am EDT
David Lloyd

New Data on Consumer Behavior Shatters the Hype Over Facebook and Twitter As investment into social CRM moves towards the billion-dollar threshold, customer service representatives simply cannot afford to ignore a pressing question:  Does the hype and focus placed on social media translate into real business value? A  sobering investigation into the facts shatters the...
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Monday, October 17, 2011, 11:00 am EDT
Sam DiLiberto

How much money is your company losing in “no fault found” product returns? So often consumers purchase products only to realize they don’t know how to use them, leading quickly to a return. The result? Your profits are tied up in perfectly-working returned products sitting in a warehouse in open boxes.   Your call center agents become the last line of defense in...
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Wednesday, October 12, 2011, 12:00 pm EDT
Becky Carroll

Customers don't buy a product or service in a vacuum; they buy it as part of a total experience. And, in a tough economy, buyers hold on to their money more tightly, and for longer, as they make difficult choices about if, where, and when they will spend it. As a result, when customers have a great experience, the chances of them remaining loyal to your brand are significantly...
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Thursday, September 29, 2011, 12:00 pm EDT
Donna Fluss

Proactive Customer Care (PCC): “A business strategy that makes consumers’, partners’, constituents’ or employees’ lives better and easier by addressing issues before a problem or need arises.” – DMG Consulting The concept of Proactive Customer Care (PCC) is nothing new for today’s customer-focused organizations. However, the ability to rapidly...
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Friday, September 16, 2011, 12:00 pm EDT
Jerilyn MacLaren-Hall

Typically, being "customer-centric" is viewed as a process that places customers at the center of everything. But what happens if you take a different view and place your employees at the center of your customer experience design strategy? Instead of following the traditional "marketing" approach - where customer insights and branding are used as the launch platform for...
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Thursday, August 25, 2011, 12:00 pm EDT
Todd Schmeer

Many organizations are under the impression that superior customer care can be achieved by focusing solely on improving voice self-service capabilities. But how do we take measures for customers that cannot be fully self-served? In many cases, the best solution lies in creating a seamless transition between IVRs and contact center agents. The successful marriage of voice self service, agent...
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Monday, July 11, 2011, 12:00 pm EDT
Emily Millar

Online chat continues to develop as both a convenient customer service channel, and a cost effective sales delivery method. But even with its growing consumer preference, impressive ROI, and high CSAT, online chat is still regarded as an immature channel. However, as more consumers go to the web for support and online shopping, there remain tremendous opportunities for companies to deliver...
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Friday, June 24, 2011, 11:00 am EDT
Esteban Kolsky

Customer Experience, as much as everything else in organizations today, is changing. And sure, while we could say that it’s in a constant state of change, this latest change is significant! Today, customers around the world are demanding better experiences, insisting on more channels for communication and expect more control over their engagements. As a result, for the first time the...
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Wednesday, April 27, 2011, 02:00 pm EDT
Daniel Hong

IVR is dead. Daniel Hong, Lead Analyst, Ovum, reveals that IVRs are at a crisis point. The latest Ovum consumer preferences survey ranks IVR as one of the least successful methods to resolve caller issues on the first attempt.  Callers are frustrated.  Menu options are confusing, and the IVR does not route callers to the customer service representative with the right information....
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Wednesday, April 27, 2011, 11:00 am EDT
Josh Abich

With your customers demanding more intelligent, responsive service amid tightening budgets and resource availability, now is the time to strategize for migrating call center operations to a cloud-based model. Citing a proven case study example, this free webinar will address the benefits of transitioning from an on-premise IVR platform to a SaaS model, illustrating how a more agile, flexible...
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Monday, April 04, 2011, 01:00 pm EDT
Lynn Hunsaker

Customer experience optimization requires real-time access to holistic information; this enables essential agility for focusing on the customer’s priorities.  This dynamic view of your customer’s world in real-time transforms your sales and service professionals into a team of trusted advisors and gives your organization a competitive advantage. In fact, research shows that 81...
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Wednesday, March 23, 2011, 01:00 pm EDT
Magnus Geverts

Aware of the ongoing struggles associated with recruiting, employee morale and high attrition, contact center managers undoubtedly need a workforce management plan that reinvigorates the customer management culture. Enter the role of a cutting-edge employee empowerment strategy, which will not only spur agent engagement and happiness but also directly improve your organization’s...
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Tuesday, March 08, 2011, 01:00 pm EST
Ryan Pellet

Every Second Counts.  Use Real-Time Speech Analytics to Improve the Customer Experience and Reduce Costs in your Contact Center. “Can you hold a minute while I look that up?” It’s a common refrain in many contact center conversations, and it means two things: it will take longer to answer the customer’s question, and it will drive up the overall costs for that...
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Friday, February 25, 2011, 12:00 pm EST
Eli Federman

For as challenging as it is to acquire new business in today’s competitive economic environment the task of satisfying your customers while continually meeting demanding revenue quotas is even more daunting. Maximizing engagement is pivotal for retaining your customers and transforming them into repeat buyers, and success in this arena cannot truly be realized until you craft a dynamic,...
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Thursday, February 17, 2011, 02:00 pm EST
Channel Enablement

Companies count on their channel partnerships to maximize profits, add market share, expand into new markets, reduce sales costs and help customers achieve their full business potential.  However, driving business through channels effectively can be a challenge for any size organization.  Recruiting the best set of partners capable of selling and supporting your products and services...
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Wednesday, February 09, 2011, 01:00 pm EST
Matt Dixon

Inside the Low Effort Service Organization Join Matthew Dixon, co-author of the recent Harvard Business Review Article: “Stop Trying to Delight Your Customers” as he uncovers the 6 Keys to becoming a Low Effort Service Organization. In this Webinar sponsored by IntelliResponse, Matthew Dixon, Managing Director of the Service Practice at Corporate Executive Board, examines the...
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Thursday, December 16, 2010, 12:00 pm EST
John Goodman

Most executives view complaint handing as a costly nuisance. As a result, the process is resource starved and gets little respect within the organization. However, a best practice complaint system not only retains customers and minimizes bad publicity such as the “United Breaks Guitars” video, but can foster Chief Marketing Officer support by producing huge amounts of positive...
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Friday, December 03, 2010, 12:00 pm EST

Set It Up and Go (home!) with the Leading Subject Matter Expert, Michele Rowan Forty percent of US organizations include remote agents in their customer contact channels, and analysts predict 80 percent will deploy remote agents by 2013.    Remote agents enable us to grow our businesses without adding facility costs, while propelling the customer experience with untapped talent...
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Thursday, November 18, 2010, 02:00 pm EST

Implementing best practices and benchmarks to maximize ROI from your social media strategy With customer management budgets still tight, internal resources still limited and concerns over the legal and reputational risks associated with social CRM still lingering, venturing into social media merely to be trendy is no longer sufficient. Today’s business climate effectively...
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Monday, October 25, 2010, 12:00 pm EDT
Kevin Higgins

Gain practical ideas from our roundtable discussion with key executives from American Express, Aviva and PartSource Contact Center Leaders are constantly looking at how their Agents can make better calls, be more efficient, and improve sales and services results.  Some leaders believe they must sacrifice one to impact the other. Hear about how you can positively impact all three....
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Thursday, September 30, 2010, 12:00 pm EDT
Diane Francisco

Most companies today are facing a highly competitive environment to satisfy clients and increase market share, while managing resources. Even within Process Excellence teams, the focus needs to be on resources pertaining to the initiatives and areas of the business that will impact customer satisfaction and drive increased business process performance.   It becomes all too easy to...
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Thursday, September 30, 2010, 12:00 pm EDT
John Goodman

Help Your Call Center Set the Direction of the Customer Experience and Gain CMO Support Most companies fail to have an effective Voice of the Customer (VOC) strategy. They mistakenly define this strategy primarily with surveys, when surveys, like looking in the rearview mirror, only address a customer’s past experience, they do not allow you to address things as they happen. There...
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Wednesday, September 08, 2010, 02:00 pm EDT
Doug Lipp

What’s the worst place in an airplane? The middle seat! Why? You’re literally stuck in a rotten place, possibly for a long time, and you can’t do anything about it. Or can you? Doug Lipp, respected author, speaker and former head of training at Disney University uses the middle seat as a metaphor for what happens to all of us in life ... we get stuck in uncomfortable places...
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Wednesday, September 08, 2010, 02:00 pm EDT
Mark Hopkins

More and more customers turn to Facebook, Twitter and their favorite web destinations to discuss both positive and negative service issues and discover other customers who can help. Companies are learning how to optimize these channels and foster community interaction to help solve customer complaints faster.
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Monday, August 09, 2010, 12:00 pm EDT
John Goodman

Reducing Call Center Employee Frustration While Enhancing Productivity and Customer Satisfaction   Creating a powerful customer experience requires that your employees have all the necessary tools and support.   Over 70 percent of what frustrates employees translates to frustration for your customers and a significant percentage of voluntary employee turnover is caused by that...
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Tuesday, June 22, 2010, 12:00 pm EDT
Linnea Johnson

It’s a tall order. Unilever’s contact center handles approximately 3.5 million contacts annually on hundreds of products used by consumers in the U.S., Mexico and Canada. The Consumer Services group supports and provides consumer insights for over 90 brands—ranging from Dove® to Klondike® to Axe®.  Product and promotional information is continually changing...
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Monday, June 21, 2010, 02:00 pm EDT
Gary McNeil

Customers are increasingly turning to social media to air their service issues - especially when they feel companies could give a tweet about them through other channels. In the process, your service reputation is now out in the open for everyone to see. But some companies are leading the charge to use services like Twitter, Facebook, and virtual communities to brand their 21st century service...
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Monday, May 17, 2010, 12:00 pm EDT
Frank Bunge

You understand the potential of Smart Services - cost reductions, minimized downtime, and increased productivity, savings, and customer satisfaction. But who has realized these benefits? Find out by joining us for the next Webinar in our Profiles of Leading Smart Services Program Series with Leica Microsystems, a leading manufacturer of applications requiring microscopic imaging,...
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Friday, April 23, 2010, 10:00 am EDT
Stelios Vakis

This webinar was previously recorded Sponsored by IBM and Cincom Systems, Inc. Featuring Absa Bank with insights from Cincom Systems. As the largest contact center in South Africa with nearly 5000 agent seats scattered across 30 physical sites, Absa Bank was challenged to present better customer experiences by operating as “ONE Absa” in the interest of its customers....
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Wednesday, April 21, 2010, 02:00 pm EDT
Matt McConnell

You know: First Call Resolution (FCR) improvement equals customer satisfaction improvement. When FCR increases, customer churn decreases. Better FCR results in lower costs. But, do you know: How to mobilize around FCR down to every agent, in every center, on every call? New and changing products, plans and services create a complex care environment. But competition among...
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Tuesday, April 20, 2010, 02:00 pm EDT
John Ragsdale

Running an effective, profitable customer-support operation is like spinning a stack of plates. One plate is speed of delivery, another one is quality of support and yet another is cost of operations. Each plate is critical to the success of the organization. And a strong metrics program is what keeps all the plates in perfect balance.  Join us for an interactive Webinar with John...
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Monday, March 29, 2010, 12:00 pm EDT
Jim  Davies

“The use of viable speech analytics tools can turn what was a necessary overhead into a strategic goldmine.” – Jim Davies   Be the first to hear Jim Davies, Gartner Research Director within its CRM Practice,demystify the magic in Speech Analytics and answer your burning questions on: What are the drivers for embarking on a Speech Analytics initiative...
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Friday, March 19, 2010, 02:00 pm EDT
Joe Gallagher

Anticipating customer needs and exceeding their expectations is critical for the survival of today’s consumer-facing organizations. To do so, many organizations are making a shift from reactive to proactive customer communications and providing a better customer experience, while reducing costs and generating new revenue. These organizations are also tapping into the varied...
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Friday, March 19, 2010, 02:00 pm EDT

Anticipating customer needs and exceeding their expectations is critical for the survival of today’s consumer-facing organizations. To do so, many organizations are making a shift from reactive to proactive customer communications and providing a better customer experience, while reducing costs and generating new revenue.These organizations are also tapping into the varied communications...
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Wednesday, March 03, 2010, 12:00 pm EST
Mike Allen

While improving your First Contact Resolution (FCR) rate can reduce costs and increase customer satisfaction, many contact centers struggle to accurately measure and operationalize this important metric. The Contact Center Research team has written a report describing an algorithm-based approach to FCR that is the market-proven and affordable "Silver Bullet" the industry has been...
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Friday, February 26, 2010, 12:00 pm EST
Sumair Dutta

Outstanding service pays off—for your customers, for your company. But it must be consistent across all channels. As  recent Aberdeen Group benchmark study points out, Best-in-Class companies enhancing online and contact center experiences—in unison—are seeing compelling results: >75% first contact resolution rates as oppose to 60% for all others >24%...
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Wednesday, February 10, 2010, 01:00 pm EST
Lori Etheridge

Register to view the webinar on demand now! Businesses have many valid reasons to leverage outsourcing as an extension of their contact center operations. The upside can be a positive impact to the bottom line, but the downside can be a risk of losing control of the total customer experience.  One company, EarthLink, has been able to significantly reduce costs by outsourcing their...
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Thursday, January 28, 2010, 12:00 pm EST
Michele Rowan

Register to view the webinar on demand now! Recently, 70 percent of at-home proponents said that issues dealing with people and the processes to manage them were the biggest challenges to scaling an at-home agent program. People issues can be overshadowed by technology and other start-up concerns, but experienced practitioners say that if you’re not positioned to nail these key factors...
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Wednesday, January 06, 2010, 12:00 pm EST
Joe Jacoboni

This complimentary roundtable webinar will tackle the following issues: What is the Real Definition of Customer Relationship Management (CRM)? Are we hiding behind a Technology? Have we forgotten about the Customer?
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Friday, December 18, 2009, 12:00 pm EST
Mike Furst

In this client case study with WOW Internet, cable and phone, Mike Furst answers questions regarding WOW's award winning customer service approach.  Moderated by Amit Shankardass, Sitel's Chief Marketing Officer, this 20 minute Q&A style web presentation highlights WOW's 'ingredients' that go into their award-winning customer service 'sauce'.
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Tuesday, December 08, 2009, 12:00 pm EST
Todd Rutherford

Leading-edge companies are leveraging outbound technology to proactively reach out to their customers using automated messages via SMS or phone calls to improve customer experience. However, it’s not always easy to know the best way to proactively notify customers. What do customers want to be notified about, how do they want to be notified – and when? A recent Harris Research...
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Tuesday, December 08, 2009, 12:00 pm EST
Jeff Foley

No one wants to be left in the dark when it comes to customer service. Too often, customer service agents are bombarded with questions like “Where’s my order?” or “Why is my power out and when is it coming back on?” Those calls can prove costly and time-consuming to call centers. There is an alternative – automated proactive notifications. By using outbound...
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Monday, December 07, 2009, 12:00 pm EST
Brian Anderson

If you're like many product-centric manufacturers, you're scrambling to find ways to drive profitability through services. The best ways begin with making your products and service operations smarter. In this web seminar entitled, Smart Services Strategies in a Down Economy you will hear best practices from Varian Medical Systems, Egenera, and Applied Biosystems. In addition, they...
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Wednesday, December 02, 2009, 12:00 pm EST
360 CRM

360'CRM's specialized IT solutions enable measurable Customer Experience improvement as well as bottom-line efficiency gains across the enterprise value chain; from initial Customer Contact through End-Results Reporting. This complimentary webinar higlights the following case studies: ATA-SRO Certification Process Best Practices Study Real Time Call Center Monitoring...
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Wednesday, December 02, 2009, 11:00 am EST
Gina Robertson

In this client case study, Pronto Connections and their client review call center challenges including: Communicate effectively in both English and Spanish on:         Employment requests         Store locator         Loan lead generation      ...
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Tuesday, September 29, 2009, 12:00 pm EDT
Peter Beaupre

Register to view the webinar on demand now! We’ve all been hearing it - “First Call Resolution is the most important metric” The promise is big - but why are FCR initiatives failing to drive a significant impact? Register for this complimentary webinar and learn how you can: Understand the Customer Experience Reduce Avoidables: Help Your Customers Become Self...
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Wednesday, May 06, 2009, 01:00 pm EDT
Dru Phelps

Leveraging the Agent Scorecard to attain overall Excellence Continuously, businesses have taken measures to gain a better customer’s relationship in the buying and selling of products and services. Many take a ‘snapshot’ look at marketing, operations, or automation, but few through the eyes of Total Customer Service Excellence. The forward-thinking picture of today’s...
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Wednesday, April 15, 2009, 02:00 pm EDT

This one-hour complimentary webinar by TARP and Whirlpool on lowering call center operations through customer relationship management will help you: Identify causes of customer call center contact and escalation Select the top three opportunities to eliminate call center service contacts Justify investments in customer education and enhanced customer self service Tailor your...
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Thursday, April 02, 2009, 03:00 pm CDT
Claes Lindholtz

Customer Loyalty is at the heart of an effective customer-centric strategy. Driving customer retention by identifying your best customers and increasing customer satisfaction is always smart business. Swedish Rail aimed to be a more profitable, modern, and customer centric organization through the launch of a customer loyalty program utilizing consumer insight and rewarding preferred customer...
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Tuesday, March 10, 2009, 02:00 pm EDT
Joe Wheeler

This one-hour webinar informs, inspires and challenges your thinking about what it takes to outperform your competitors in this tough and tumble competitive environment. Based on 2 years of research, this new book published by Harvard Business Press looks at the findings from studying service profit chain leading firms such as Wegmans Food Markets, Harrah's Entertainment, SAS and others...
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Tuesday, March 10, 2009, 01:00 pm EDT

The insight into consumer behavior and consumer targeting has taken a refined approach in recent history. Market leaders will provide you with consumer segmentation best practices, new ways of customer engagement and teach you ideas to leverage benchmarking to improve your market position. Join us for this panel discussion on the Voice of the Customer and hear how top marketing experts are...
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