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The Anatomy of Great Sales Enablement

A Sales Enablement program can be the key to higher win rates and greater productivity. However, all effective Sales Enablement programs have a lot of moving pieces. To achieve a sustainable and successful program, all of the pieces must be working in harmony.

Sponsored by: Bigtincan

Coming November 28, 2018

Proactive Customer Service - Anticipating Customer Needs

Join us on this roundtable webinar and learn how proactive customer care can differentiate your organization.

Sponsored by: Call Tracking Metrics, Customer Portfolios and NICE

Coming December 05, 2018

Digitalize the Contact Center Agent Desktop: What, Why, and How

Agents struggle with desktop tools designed for phone customer service in the 1990's in a digital-first, and often digital-only world. Digitalize the agent desktop. Register for the CRM magazine-eGain Webinar.

Sponsored by: eGain

Coming December 12, 2018

CRM Megatrends to Watch in 2019: Predictions from the Top Leaders Driving Change

Join our panel of experts and find out what to look for in 2019!

Sponsored by: CRM

Coming January 23, 2019

Real-Time Analytics for better Customer Experiences and more Loyal Customers

If your organization is curious to see how real-time analytics can advance your CX goals, you should attend this webcast.

Sponsored by: CRM

Coming January 30, 2019

Customer Experience Transformation in 2019

Join our panel of experts on this educational webcast and find out how your company can best transform their CX initiatives.

Sponsored by: Zendesk

Coming February 13, 2019

AI and the Contact Center: Radical revolution or methodical evolution?

Register for this round table webcast and learn how to start developing a long-term, cross-organizational AI road map, no matter what corner of the organization you are in.

Sponsored by: CRM

Coming March 13, 2019

Data-Driven Relationships: The Key to Knowing Your Customers

If you can help our readers recognize, segment, personalize, and influence their customer bases and prospect pools with data-driven insights, then join us for this first-ever installment in our Best Practices Series.

Sponsored by: CRM

Coming March 27, 2019


Voice of the Customer Programs - From Listening to Action

Join us on this roundtable webinar and learn how Voice of the Customer programs can be used to improve service, satisfaction, and loyalty.

Sponsored by: Intouch Insight and NICE inContact

Orginal Broadcast Date: Nov. 07, 2018

Advanced Analytics for Better Customer Experiences

Join us on this roundtable webinar where our panel of experts will discuss how analytics can help you reach your strategic goals and differentiate your company with continuous CX improvement.

Sponsored by: Calabrio, Looker and NICE Nexidia

Orginal Broadcast Date: Oct. 24, 2018

2018 Contact Center Innovations

Join us on this roundtable webinar and learn about the latest innovations in the world of contact centers.

Sponsored by: Neustar, Verint, Cyara and NICE

Orginal Broadcast Date: Oct. 10, 2018

Business Intelligence and Analytics - a CRM Perceptive

Join us on the roundtable webinar where we will focus on business intelligence and analytics tools and their practical applications for CRM.

Sponsored by: Calabrio and CallMiner

Orginal Broadcast Date: Oct. 03, 2018

Transforming Customer Service with Artificial Intelligence

Join our panel of experts from Genesys, eGain, Radial, and Convergys on this seminal roundtable webinar and learn how AI can transform your customer service paradigm.

Sponsored by: Genesys, eGain, Radial and Convergys

Orginal Broadcast Date: Sep. 26, 2018

Real-World Lessons from T. Rowe Price on Building Client Trust and Loyalty

Join this webinar to hear Blake Morgan, the customer experience futurist, speak about how the future belongs to companies that "do more" for customers, and leverage the right technology to do so.

Sponsored by: servicenow

Orginal Broadcast Date: Sep. 19, 2018

Highly Effective Customer Experience Strategies

Join us on this roundtable webinar where our panel of experts will share their guidance for improving CX initiatives.

Sponsored by: Confirmit and CallMiner

Orginal Broadcast Date: Sep. 05, 2018

AI-Powered Sales Teams

Join us on this roundtable webinar and learn how to help sales people become more successful with AI sales tools.

Sponsored by: Bigtincan, Conversica and Aviso

Orginal Broadcast Date: Aug. 29, 2018

The New, Invisible Role of Channels in Customer Service

Join us for a conversation between Shep Hyken, a leading expert in the field of customer service and experience, and Anand Janefalkar, CEO and founder of UJET, as they discuss the role channels play in customer experience.

Sponsored by: ujet

Orginal Broadcast Date: Aug. 22, 2018

Choosing the Right Marketing Technology Stack

Join us on this new roundtable webinar where our panel of experts will take a look at the issues to be considered when building a well-planned marketing technology infrastructure.

Sponsored by: Looker

Orginal Broadcast Date: Jul. 25, 2018

Meet NEVA -- the World's First Employee Virtual Attendant

NEVA automates routine activities while employees attend to other tasks requiring their special skills.

Sponsored by: NICE

Orginal Broadcast Date: Jul. 18, 2018

Smart Customer Service that Wows Customers

Join us on this month's roundtable webinar where our panel of experts will look at how organizations can scan their customer service efforts and plan for improvements that will fix the gaps and wow their customers.

Sponsored by: Convergys and NICE

Orginal Broadcast Date: Jul. 11, 2018

Knowledge Management: Crucial for Customer Service Success

Join us on this roundtable webinar and find out how Knowledge Management can improve the quality of your customer service and productivity of your agents.

Sponsored by: Transversal and Radial

Orginal Broadcast Date: Jun. 26, 2018

Optimize Your Workforce: Intelligent WFO strategies for More Productive Agents

Join us in this month's expert panel roundtable webinar and find out the latest information on intelligent WFO solutions.

Sponsored by: Verint and NICE

Orginal Broadcast Date: Jun. 20, 2018

Best Practices on Leveraging the Salesforce AppExchange

Join us on our annual web event where we will focus on top AppExchange solutions for sales and marketing that will help you drive your sales productivity, make better decisions and accelerate your sales cycle.

Sponsored by: Conga

Orginal Broadcast Date: Jun. 13, 2018

Why Data and Infrastructure Are Key to Determining Customer Intent

Join Yieldmo, an advertising technology company and learn how Snowflake and Looker unleashed the potential of their mobile ad engagement data and drove more impactful marketing for their clients.

Sponsored by: Yieldmo, Snowflake and Looker

Orginal Broadcast Date: May. 31, 2018

Taking Customer Support from Cost Center to Brand Builder

Join Sheryl Kingstone from 451 Research and Jordan MacAvoy from UJET on this educational webcast and learn how to bring humans and technology together faster.

Sponsored by: UJET

Orginal Broadcast Date: May. 23, 2018

The ROI of Trusted Data in Microsoft Dynamics CRM

The success of every interaction with your customers — from sales and marketing to customer service and retention — depends on easy access to trusted and complete customer data. However, maintaining the quality of that data is another story.

Sponsored by: Syncsort

Orginal Broadcast Date: May. 16, 2018

Actionable Insights with Predictive Analytics for Marketers

Traditional marketing analytics or scoreboards are essential for evaluating the success or failure of past marketing activities. But today's marketers want to be able to predict how future programs will fare before they are launched. Enter predictive marketing techniques like predictive modeling for customer behavior, predictive lead scoring, and all sorts of marketing strategies based on predictive analytics insights.

Sponsored by: NICE, Looker and RedPoint Global

Orginal Broadcast Date: May. 09, 2018

Mobile Customer Service - The First Line of Service

As smartphones have clearly become the preeminent mode of communications, the notion of delivering customer service via mobile devices has really taken off. Search on mobile devices will exceed those on desktop computers by 28 billion inquiries in 2017. Sixty-three percent of U.S. adults use mobile devices at least several times per month to seek customer support, and 90 percent have had poor experiences seeking customer support on mobile. Clearly, there is much work to be done in improving the mobile customer service channel.

Sponsored by: Genesys and Radial

Orginal Broadcast Date: May. 02, 2018

Getting Big Data in Shape - Quality, Cleansing, Data Management

What shape is your data in; is it ready to support the business analytics initiatives you're planning in 2018? In this Best Practices topic, we will looking for recommendations that our readers can use to prepare their data to provide relevant insights. What are the issues that need to be addressed when improving data quality, cleansing imperfect or incomplete data, and creating a master data management strategy that will yield meaningful results?

Sponsored by: Pitney Bowes, Melissa, Neustar and RedPoint Global

Orginal Broadcast Date: Apr. 25, 2018

The ROI of Humanizing Your Customer Service Engagements

Website AI and self-service have become the darlings of customer service cost control, with their ability to deflect expensive calls to customer service agents. But savvy customer service leaders know that every AI strategy needs to be backstopped with a "humanization strategy" – the escalation a customer can invoke when AI doesn't solve the problem and when frustrated customers need expert human help, immediately, or else!

Sponsored by: Glance

Orginal Broadcast Date: Apr. 18, 2018

5 CX Predictions for Your Digital Strategy

According to Forrester, 20% of CEOs will fail to act on digital transformation and put their firms at risk in 2018. This year is pivotal for companies to define themselves by, and for, the customer. The race is on; how is your business planning to optimize digital customer experiences?

Sponsored by: Medallia

Orginal Broadcast Date: Apr. 11, 2018

Intelligent Contact Centers in 2018 - An Industry Update

Intelligent contact centers are a reality in 2018. Big Data artificial intelligence, smart call routing, omnichannel service, and operational excellence are not only possible but demanded by discerning clients

Sponsored by: Calabrio, Neustar and NICE Nexidia

Orginal Broadcast Date: Apr. 04, 2018

Smooth Customer Journeys Deliver Smooth Customer Experiences

Creating smooth customer journeys starts with mapping the various stages that customers must follow on the passage from prospect to customer to service client or repeat customer. These journeys can be simple or quite complex, but every customer journey needs to be carefully examined and scripted to ensure the experience is smooth and customer momentum is sustained.

Sponsored by: NICE and AskNicely

Orginal Broadcast Date: Mar. 21, 2018

The State of IVRs in 2018 - Speech Enabled IVRs Are Thriving

The backbone of many organizations' customer service has been their interactive voice response (IVR) systems, whose customer-serving contributions may have been overlooked as new channels were added. But IVR still accounts for much of the heavy lifting when it comes to self-service, and that won't change anytime soon.

Sponsored by: NICE, Radial, Nuance and Convergys

Orginal Broadcast Date: Mar. 14, 2018

Customer Self-Service for better Customer Experiences

Providing excellent Customer Self-Service (CSS) tools not only improves customer experiences (CX), it also manage improve CX while lowering customer service costs. That should sound like a pretty good business case for helping customers help themselves.

Sponsored by: USAN and RightAnswers

Orginal Broadcast Date: Mar. 07, 2018

Call Centers to Customer Engagement Centers - Make the Transition Now

Providing seamless customer support across all channels is the goal of most organizations. Unfortunately many organizations still have not been able to create a true customer engagement model. Agents don't have the information they need, information is still in separate silos and out of reach, and the customers' journeys are still interrupted when they change channels. But some organizations have managed to make the transition, despite facing all of these obstacles.

Sponsored by: Calabrio, NICE, CallMiner and Mitel

Orginal Broadcast Date: Feb. 28, 2018

End-to-end Digital Sales Processes in Salesforce

Salesforce is your sales organization's most valuable tool and repository for storing sales-related activities, proposals, contracts, invoices and important partner, prospect and customer information. By integrating digital-enabling technologies like electronic signatures directly into this CRM system, you not only eliminate paper, but get to streamline every day sales processes.

Sponsored by: eSignLive

Orginal Broadcast Date: Feb. 21, 2018

2018 Megatrends - CRM Predictions from Top Industry Experts

Join us on this unique webcast where our industry experts from Conga and NICE will make their predictions for the big trends and themes in 2018. Find out how to prepare and plan for major shifts in customer relationship trends.

Sponsored by: Conga and NICE

Orginal Broadcast Date: Feb. 14, 2018

Less Measuring, More Action: CX in 2018

This time of year, many people are reflecting upon what they've accomplished this year and what to anticipate in the future. We tend to underestimate change in the long term and overestimate change in the short term. So talking about this topic for 2018 can be fraught with challenges – but we're going to do it anyway!

Sponsored by: Confirmit

Orginal Broadcast Date: Feb. 07, 2018

Customer Communications Management - The cornerstone of customer interactions

Communicating with customers with consistent, accurate messaging is vital when improving customer experience across channels.

Sponsored by: Quadient and Messagepoint

Orginal Broadcast Date: Jan. 31, 2018

The CIO's Role in CRM - Indispensable Partners in Business Decisions

In many ways, the CIO's role has changed dramatically in the past few years as more cloud-based technology has come online in sales, marketing, and customer service departments.

Sponsored by: NICE and Pitney Bowes

Orginal Broadcast Date: Jan. 24, 2018

Must-Have Sales & Marketing Tools That Deliver Immediate ROI

Building a salesforce starts with hiring the right people with the right drive and instincts. But gaining a competitive edge often relies on providing the tools that optimize the chances for positive outcomes.

Sponsored by: Conga, Looker and ClearSlide

Orginal Broadcast Date: Dec. 13, 2017

2018 Contact Center Innovations for Exceptional Customer Experiences

As innovations evolve in scope and sophistication, it's essential to keep current with what has changed and what recent advancements can take your service levels even higher.

Sponsored by: InGenius, NICE inContact and Liveops

Orginal Broadcast Date: Dec. 06, 2017