CRM Training and Webinars

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Upcoming

How Aveanna Healthcare moved to the cloud to enable Work from Home for 300 agents in 48 hours

Learn how Aveanna Healthcare was able to adapt their processes and operations for the long-term

Sponsored by: RingCentral

Coming December 09, 2020

CRM: It's a Journey, not an Event

Hear from industry experts from Sharp, Customertimes and Salesforce how to design your Salesforce initiative for success by reducing time to value, remaining agile, and establishing a continuous improvement process.

Sponsored by: Customertimes, Sharp and Salesforce

Coming December 16, 2020

Using Agile Service Models To Manage the Contact Center Rollercoaster

With the right customer experience strategy and service tools, you don't have to "expect the unexpected" — because you're ready for it whenever it arrives.

Sponsored by: NICE InContact

Coming January 13, 2021

Megatrends in Customer Experience: Near-Term Adjustments and Long-Term Structural Changes

Find out what our panel of experts predicts will be the key trends of 2021, and what changes they think will live on after the current crisis subsides.

Sponsored by: NICE and Edify Labs

Coming January 20, 2021

Customer Journey Analytics to Improve CX at Scale

Learn from our panel of experts how customer journey analytics can help your company understand and transform your own journeys, keeping them firmly on target with continuous improvements across customer satisfaction, financial, and strategic metrics.

Sponsored by: Calabrio and Kitewheel

Coming January 27, 2021

Supercharging Your Contact Center With Artificial Intelligence

Learn what other companies have done to transform their contact centers with AI, as well as the rewards they've reaped from their efforts.

Sponsored by: Calabrio

Coming February 10, 2021

Top Data Quality Issues for a Data-Driven Decade

Join us on this expert roundtable webcast and learn how to ensure your organization can improve data quality and reap the benefits of your data-driven customer strategies.

Sponsored by: CRM

Coming February 24, 2021

Smart IVRs for Exceptional Service

To find out the latest advances in IVR technology and how they can help your business serve customers quickly and accurately, join us on this roundtable webcast.

Sponsored by: CRM

Coming March 10, 2021

The Omnichannel Support Imperative

If your company struggles to unify data across channels, learn what our panel of experts recommends to present a clear, consistent omnichannel support strategy.

Sponsored by: Edify Labs

Coming March 24, 2021

Workforce Optimization for More Productive Agents and More Satisfied Customers.

Join this roundtable webcast and learn how WFO solutions enable contact centers to run efficiently and increase customer satisfaction.

Sponsored by: CRM

Coming April 07, 2021

Voice-of-the-Customer Strategies and Tactics for Better Customer Insights

Join our panel of industry experts and learn how your organization can gather useful feedback from customers to keep your brand or offerings in line with your customers' needs and desires.

Sponsored by: Kitewheel

Coming April 21, 2021

Virtual Contact Centers: Lessons learned in uncertain times

Join us on this educational roundtable webcast and find out how your organization can benefit by moving your contact center into the cloud.

Sponsored by: CRM

Coming May 05, 2021

Smart Field Service Management Strategies for 2021

Join our panel of experts on this roundtable webcast and find out how to build a world-class field service organization.

Sponsored by: CRM

Coming May 19, 2021

Speech Analytics & AI: A Game-Changer for CX

Join our panel of experts on this roundtable webcast and learn what can be accomplished when speech analytics and AI are the drivers of customer experience.

Sponsored by: CRM

Coming June 02, 2021

Analytics and Business Intelligence Solutions for Challenging Times

Join our experts on this roundtable webcast and learn how BA and BI can help you make intelligent, data-driven decisions that will keep your organization ready for the next new normal stage in the post-pandemic economy.

Sponsored by: CRM

Coming June 16, 2021

Sales & Marketing Tools That Drive B2B Quota Achievement

This roundtable webcast will offer practical tips for filling your sales pipeline, targeting high-probability opportunities, and shortening sales cycles.

Sponsored by: CRM

Coming June 30, 2021

Transformational CX - Designing experiences that wow customers

Join our panel of customer experience experts and find out how you can help transform your organization's CX efforts in a way that wows customers and delivers tangible results.

Sponsored by: CRM

Coming July 14, 2021

Master Data Management - A single view of the truth

Join this educational roundtable webcast and learn from our panel of experts how to create a master data management system, best practices, and the benefits that will accrue in the decade to come.

Sponsored by: CRM

Coming July 28, 2021

I Prefer Self-Service - Don't make me talk to a CSR

Join our panel of experts and learn what you can do to satisfy your customers by catering to their preferences—and save yourself some money in the process.

Sponsored by: CRM

Coming August 11, 2021

Customer Experience Management for Driving B2C Growth

If your company is considering a CEM strategy to propel future growth, plan on attending this roundtable webcast. Our panel of experts will outline the benefits of CEM and the results achieved with well-planned implementations.

Sponsored by: CRM

Coming August 25, 2021

Designing a Customer Engagement Center

Join our expert panel and find out how to design a customer engagement center to maximize business outcomes and intelligently leverage the new crop of AI-assisted solutions, which will only increase in the next decade.

Sponsored by: CRM

Coming September 01, 2021

Creating a Customer-First Organization: Technology & People

Join our panel of experts and find out how your company can benefit from putting customers at the center of all your decision making.

Sponsored by: CRM

Coming September 15, 2021

The State of Knowledge Management in an AI World

Join our panel of experts and find out if AI can leverage previous investments in KM and how your organization should make the transition from traditional KM to the next incarnation that harnesses the power of AI.

Sponsored by: CRM

Coming September 29, 2021

Conversational AI: The Future of Customer Service?

Join our panel of experts and find out what is possible with conversational AI today and how this technology will be used to transform customer service.

Sponsored by: CRM

Coming October 13, 2021

Linking Employee & Customer Experience: Workforce Engagement Management

Join our panel of experts and learn from their recommendations and experiences

Sponsored by: CRM

Coming October 27, 2021

2021 Contact Center Innovations - Successful Case Study Snapshots

If you are looking to encourage executive buy-in for your strategic contact center transformation, this roundtable webcast will highlight real-world results to help you build a strong business case of your own.

Sponsored by: CRM

Coming November 03, 2021

Personalization Done Right: Using Data and Technology to Strengthen Customer Relationships

Learn how to deliver relevant personal experiences from our panel of experts.

Sponsored by:

Coming November 17, 2021

Customer Service in a Smartphone World

If you are grappling with how to make the transition to a mobile-first customer strategy, join our panel of experts and learn how to take full advantage of the device in everyone's hands.

Sponsored by: CRM

Coming December 01, 2021

C Level Leadership: Who Owns Customer Experience?

Join us on this unique webcast topic and learn how organizations balance the decision-making process between C-Level Service, Marketing, Sales, and IT leadership.

Sponsored by: CRM

Coming December 15, 2021

Archived

2021 Contact Center Innovations: A Preview

Join us on this wide-ranging roundtable topic and find out what our panel of experts consider the biggest innovations to hit the contact center this year—and what they see coming down the pike.

Sponsored by: NICE, Verint, Calabrio and UJET

Original Broadcast Date: Dec. 02, 2020

Customer Support Transformation

Join us on this roundtable webcast and learn from our panel of experts how to execute a cost-effective customer service strategy while simultaneously increasing revenue through stronger customer loyalty and advocacy.

Sponsored by: NICE Nexidia, Nuance, and Zendesk

Original Broadcast Date: Nov. 18, 2020

Lessons Learned from 100 Conversational AI Implementations

Hear real-world examples from leading companies and get a peek into the bleeding-edge of AI for CX.

Sponsored by: SmartAction

Original Broadcast Date: Nov. 11, 2020

Customer Authentication, Identity Resolution, and Voice Biometrics

Join us on this first-ever roundtable webcast topic and find out how to streamline your authentication process for better marketing, customer experience, and security.

Sponsored by: NICE, Neustar and Infutor

Original Broadcast Date: Nov. 04, 2020

Intent Data For Sales and Marketing: Accelerating the Buyer's Journey With Personalized Experiences

Intent data captures the online activity of your target accounts, so you can identify which stage of the buyer's journey they are in, prioritize your efforts and drive engagement through contextual conversations.

Sponsored by: Dun & Bradstreet

Original Broadcast Date: Oct. 28, 2020

Conversational AI: Real-World Use Cases in Customer Service

Join this webcast and find out which types of real-world use cases are showing the most promise and the best return on investment, and where to begin for quick wins.

Sponsored by: Vonage, NICE inContact and Solvvy

Original Broadcast Date: Oct. 21, 2020

Enterprise Chatbots: Practical Guidance for Great Customer Experiences

Attend this webinar to hear practical guidance on the steps to create great customer experiences with an enterprise chatbot solution.

Sponsored by: ServiceNow

Original Broadcast Date: Oct. 14, 2020

Creating a Great Omnichannel Experience Equals Great Customer Experiences

Join us on this webcast and find out how to create a great omnichannel experience that will ultimately improve the experiences of all your customers.

Sponsored by: Glance Networks, Zendesk, UJET and eGain

Original Broadcast Date: Oct. 07, 2020

Self-Service for Higher Customer Satisfaction

Join our panel of experts and find out what options are available to deliver world-class self-service that will improve your customer experience, cut costs, and insulate your customer care team from mundane repetitive tasks, allowing them to concentrate on higher-level issues.

Sponsored by: Verint, NICE inContact and Zendesk

Original Broadcast Date: Sep. 30, 2020

Digital Engagement in the Pandemic Era: Current State and How to Deliver

What are the new digital requirements for contact centers? How are leading companies leveraging digital to scale customer service cost-effectively? Register for the webinar to find out more.

Sponsored by: eGain

Original Broadcast Date: Sep. 23, 2020

Cloud Contact Center Solutions

Join us and discover why cloud contact center solutions are uniquely suited to navigating the new normal with the ability to engage rapidly with customers and benefit your operation and employees.

Sponsored by: NICE, Verint, Calabrio and UJET

Original Broadcast Date: Sep. 16, 2020

Freedom of COVID in the Contact Center

Join us to learn how to take advantage of this disruption to make customer service a significant differentiator for your organization today and for years to come.

Sponsored by: RingCentral

Original Broadcast Date: Sep. 10, 2020

Improve Your Digital Engagement by AMPLIFYING Your Customer Support

Join us as we discuss the importance of meeting your customers’ demands for flexibility, grapple with what ‘hands-on’ support means in an era of social distancing, and learn how we can all edge closer to replicating in-person experiences in virtual spaces.

Sponsored by: LogMeIn

Original Broadcast Date: Sep. 02, 2020

Customer Data Platforms: Creating a Unified View of the Customer

Join us on this roundtable webcast and learn how customer data platforms can help your organization create a unified view of your customers in a way that was all but impossible just a few years ago.

Sponsored by: Jitterbit, Validity and Redpoint Global

Original Broadcast Date: Aug. 26, 2020

How Do You Measure Customer Experience?

Learn from our panel of experts what to consider as you decide the best way to measure your CX initiatives and make continual adjustments over time.

Sponsored by: NICE InContact, and Zendesk

Original Broadcast Date: Aug. 12, 2020

AI Based Speech Analytics for Actionable Insights

Tune in to this webcast and learn from our panel of experts why you should invest in AI-based speech analytics and what you can expect from these remarkable contact center technologies.

Sponsored by: NICE, Verint and Calabrio

Original Broadcast Date: Jul. 29, 2020

Conversational Service Automation: Customer Support as a Lifeline

Join us on this first ever look at conversational service automation (CSA) and see how integrated omnichannel support and relevant technologies can all work together in real time to provide efficient and concise customer experiences.

Sponsored by: NICE Nexidia

Original Broadcast Date: Jul. 22, 2020

Mobile-First Customer Care: Many Channels, One Device

Join this webcast and learn what it means to have a mobile-first mindset when it comes to customer care that corresponds to the way customers actually use their mobile devices.

Sponsored by: Glance Networks, Nice InContact and UJET

Original Broadcast Date: Jul. 15, 2020

How to Deliver Exceptional CX in Challenging Times

Gain insights into how to build a solid foundation for a work-from-home contact center model with scale and agility to keep your customers satisfied.

Sponsored by: NICE InContact

Original Broadcast Date: Jun. 24, 2020

Smart IVRs for Better Customer Experiences

Join our expert roundtable and learn how the twin goals of reduced costs for the voice channel and delivery of optimal customer experiences can be accomplished.

Sponsored by: Nuance, Verint and Vonage

Original Broadcast Date: Jun. 17, 2020

Digital Transformation Trends for Delivering an Exceptional Customer Experience

Sponsored by: Esker

Original Broadcast Date: Jun. 10, 2020

Why Is Customer Experience So Darn Important? (And How to Improve Your CX Efforts)

Join us on this illuminating webcast and learn from the top experts in the field what to focus on to achieve these compelling results, and how to make your business case to management.

Sponsored by: Glance, Kitewheel, Confirmit and Calabrio

Original Broadcast Date: Jun. 03, 2020

5 Steps to Help Improve Your Digital Engagement During COVID-19 and Beyond

In this webinar, we will discuss a 5-step approach to helping businesses improve their digital engagement approach to help mitigate current pains and future proof their engagement strategy.

Sponsored by: Bold360 by LogMeIn

Original Broadcast Date: May. 27, 2020

Call Center to Customer Engagement Center in 2020 - The next level of service

If your contact center isn’t serving your customers or adding value to your organization, listen to our panel of experts and learn how to hone your competitive edge by transitioning to a customer engagement center.

Sponsored by: Gladly, Zendesk and Vonage

Original Broadcast Date: May. 20, 2020

Navigating the New Remote Work Reality

Underscoring the need for organizations to operate anywhere, businesses are being forced to rethink their communications strategy.

Sponsored by: Vonage

Original Broadcast Date: May. 13, 2020

Virtual Contact Centers: Business Continuity in Difficult Times

Join us on this important and topical roundtable webcast and learn how virtual contact center technologies can help your organization with business continuity and customer communications in this unprecedented time of self-isolation and crisis.

Sponsored by: Calabrio, Genesys, LogMeIn and Five9

Original Broadcast Date: May. 06, 2020

Business Intelligence and Customer Analytics in a Work From Home Setting: Uncovering Hidden Value

Join us for this important discussion and learn how you can initiate or expand your BI and customer analytics initiatives.

Sponsored by: NICE and Zendesk

Original Broadcast Date: Apr. 22, 2020

Voice-of-the-Customer Programs for Better Customer Experiences

Join our panel of experts and find out how VoC programs can help your company.

Sponsored by: Calabrio and Gladly

Original Broadcast Date: Apr. 15, 2020

Moving up the Agent Experience (AX), One Step at a Time

Join us to learn about the Drivers for agent engagement, motivation and challenges

Sponsored by: NICE inContact

Original Broadcast Date: Mar. 25, 2020

Best Practices for Call Originators in a World of Robocalls and Phone Scams

This webinar will share how call originators (such as contact centers) can improve the customer's call experience and increase call answer rates.

Sponsored by: Neustar

Original Broadcast Date: Mar. 18, 2020

AI and the Contact Center: What You Need to Know

Join this educational webcast and learn how AI technologies will help your organization improve customer service, predict customer needs and behavior, and increase operational efficiencies.

Sponsored by: Nuance, Genesys, LogMeIn and Directly

Original Broadcast Date: Mar. 11, 2020

Stop Only Relying On Chatbots To Help Improve Your CX

In this webinar, we explore what new technologies are out there to improve your customers’ experience and how it can improve your bottom line.

Sponsored by: LogMeIn

Original Broadcast Date: Mar. 04, 2020

Customer Journey Analytics: Delivering the Best Possible Customer Experiences

Join us on this roundtable with a panel of experts from NICE Nexidia, Kitewheel, and Calabrio and learn how to gain true insights into the customer journey using analytics to uncover issues and constantly refine your journey maps.

Sponsored by: NICE Nexidia, Kitewheel and Calabrio

Original Broadcast Date: Feb. 26, 2020

The Secret Sauce Helping CX Leaders Create Loyal Clients: Convenience

Creating happy customers and retaining them has long been a top objective for customer service organizations. However, the dynamics impacting customer loyalty have changed.

Sponsored by: ServiceNow

Original Broadcast Date: Feb. 19, 2020

Chatbots: Why They Fail, Best Practices, and At-Scale Success Stories

Register for this upcoming webinar with Destination CRM, featuring eGain, to learn about best practices and at-scale success stories.

Sponsored by: eGain

Original Broadcast Date: Feb. 05, 2020

Data Quality: The Key Ingredient in a Data Driven Customer Strategy

How to cope with these data quality issues? Join us and learn the best practices you will need to address the constantly demanding nature of maintaining high-quality databases.

Sponsored by: Validity, Openprise and ZoomInfo

Original Broadcast Date: Jan. 29, 2020

CRM Megatrends to Watch in 2020: A Preview of Forces Driving Customer Technologies

Our megatrends roundtable is always interesting and enlightening. Make sure to register!

Sponsored by: NICE Nexidia, Nuance, Edify and Calabrio

Original Broadcast Date: Jan. 22, 2020

How Avadyne Health is Driving Better PX/CX and Brand Reputation through Speech Analytics!

Join innovative healthcare revenue cycle management leader, Avadyne Health's Senior Director of Business Intelligence, Pete Hamlin, along with speech analytics veteran Brian LaRoche, Marketing Director at CallMiner as they share how Avadyne Health has achieved remarkable results.

Sponsored by: CallMiner

Original Broadcast Date: Jan. 15, 2020

Superior Decision Making with Customer Analytics

Join our panel of experts from NICE Nexidia, Callminer, and Zendesk and find out how you can leverage customer analytics solutions to make better-informed decisions.

Sponsored by: NICE, CallMiner and Zendesk

Original Broadcast Date: Dec. 04, 2019