CRM Training and Webinars

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Upcoming

The Data that Drives Smart Digital: How to Put Your Bot In Touch with Reality

Your customers won't be waiting in queues, meet them with digital CX that works.

Sponsored by: NICE

Coming February 08, 2023

How to Leverage AI for Integrated CX Strategy

If your organization needs help envisioning an integrated CX strategy powered by AI technologies, join our panel of experts on this webcast.

Sponsored by: SearchBlox, Concentrix and Interactions

Coming March 01, 2023

What's So Great About Proactive Customer Service?

Join our panel of experts and find out how this one key strategy can play an outsize role in bonding your happy, pleasantly surprised customers to your brand. 

Sponsored by: CRM

Coming April 12, 2023

Achieve Next-Level CX with Real-Time Customer Analytics

If you are interested in learning more about the outsized value of implementing a real-time analytics strategy across your organization, join our panel of experts as they discuss how to harness the power of this remarkable tool.

Sponsored by: Verint

Coming April 26, 2023

Contact Center as a Service: Simply Subscribe?

Join our panel of experts as they talk about their top recommendations for anyone thinking of moving to the cloud.

Sponsored by: Concentrix

Coming May 10, 2023

Customer Data Platforms: Know Thy Customer!

Join our panel of data experts and learn how you can formulate your strategy to unify your disparate data silos and create a true record of your customers.

Sponsored by: CRM

Coming May 17, 2023

The Digital Transformation of Customer Experience

Join our panel of experts who will help you navigate your never-ending quest to deliver high-quality customer experiences.

Sponsored by: First Orion and Verint

Coming May 24, 2023

Workforce Engagement Solutions - For a Better Contact Center Culture

Our panel of experts will explain how workforce engagement strategies that directly benefit agents, as well as the technologies that enable those engagements, can build a culture of customer service agents that contribute to better CX.

Sponsored by: CRM

Coming May 31, 2023

Total Experience: Experience Convergence

Join our panel of experts who will discuss the integration of customer and employee experiences into the broader and more strategic concept of total experience.

Sponsored by: CRM

Coming June 07, 2023

Speech Analytics: The Core Contact Center Technology

Join our panel of experts and get their recommendations for making speech analytics the core technology in your contact center.

Sponsored by: Verint

Coming June 21, 2023

Contact Center Workforce Strategies in a Remote World

Join our panel of experts and learn what they recommend improving your agents' ability to provide excellent customer experiences as fully integrated employees, onsite or off.

Sponsored by: NICE

Coming July 12, 2023

Future-Proofing Your CX Efforts: Is This Even Possible?

Forward-looking companies have proved that all the raw materials for building an operational business model incorporating CX as a guidepost are available now and accruing the actual benefits of CX is also possible now.

Sponsored by: CRM

Coming July 26, 2023

Humans and their Chatbots: AI-Assisted Answers for Everyone

Join our panel of experts from the solution providers that are driving this revolution and learn what guideposts customer care organizations should use to keep their implementations on track and human friendly.

Sponsored by: CRM

Coming August 09, 2023

Personalization: The Key to CX Excellence

Join our panel of CX experts and learn how your company can use a data-driven personalization strategy to best serve your customers and prospects.

Sponsored by: First Orion

Coming August 23, 2023

Agent Experience: Enhancing CX From the Inside Out

What will your strategy be to attract high-caliber agents, train and support them with consistent coaching, and maintain high levels of quality assurance, even in a remote work environment?

Sponsored by: Verint and Kore.ai

Coming September 13, 2023

Customer Journey Management: A Key Focus for Stronger Brands

Our panel of experts will share their experiences and knowledge of how the top companies exceed their CX goals and what you can do to smooth your own customer journeys.

Sponsored by: CRM

Coming September 27, 2023

Omnichannel Customer Experience: Table Stakes in 2023

Join our panel of experts and learn how to tap into omnichannel best practices for a CX strategy that forges a stronger bond with your customers and prospects.

Sponsored by: Verint

Coming October 11, 2023

Contact Center Security: Fraud, Governance, and Compliance

In this webcast, our panel of experts will discuss the major areas of risk, how those risks can be mitigated, and what types of fraudulent activity they have been monitoring in recent months.

Sponsored by: CRM

Coming October 25, 2023

Reimagining Customer Experience: Structure Follows Strategy

Companies that effectively manage customer experience can realize a 20% improvement in customer satisfaction, a 15% increase in sales conversion, a 30% lower cost-to-serve, and a 30% increase in employee engagement.

Sponsored by: Verint

Coming November 01, 2023

Hot Topics in Customer Analytics: Insight and Action

On this roundtable webcast, our panel of experts will help you turn insights from your customer data into actions that will help you better know your customers and processes and use that knowledge to take well-informed actions.

Sponsored by: CRM

Coming November 15, 2023

2023 Contact Center Success Stories and Case Studies: Implementations that Delivered Value

Join us for this annual look at the notable deployments in contact centers that moved the KPI metrics needle, delivered a positive return on investment, or were unique, real-world innovations that mattered.

Sponsored by: Verint

Coming December 06, 2023

Archived

The Conversational Contact Center: Integrating AI's Potential Now

Join our panel of experts, who will share their real-world knowledge and help you plan the evolution of your contact center and customer experience strategy.

Sponsored by: Verint, Kore.ai, Gryphon.ai and Radisys

Original Broadcast Date: Feb. 01, 2023

Digital-First Customer Service - The logical next step beyond self-service

Join our panel of experts who will explain how you can get there from wherever you are and prepare for the future with the decisions you make now.

Sponsored by: Concentrix, Verint, Khoros and PagerDuty

Original Broadcast Date: Jan. 18, 2023

MegaTrends in Customer Technologies - Predictions that you need to know in 2023

Every January we kick off the new year challenging our panel of experts to concisely predict what important trends will catch hold in the next 12 months.

Sponsored by: Verint, First Orion and Gryphon

Original Broadcast Date: Jan. 11, 2023

The 3 Stages of Customer Experience Excellence: Lessons Learned from Innovators

Learn lessons from leading companies that are delivering customer experiences (CX) exceeding those of their peers by harnessing digital, self-service, and AI.

Sponsored by: NICE CXone

Original Broadcast Date: Dec. 14, 2022

The Current State of AI & Bots in Customer Care

Join our panel of experts who will discuss the current state of AI and bots and where these technologies will be deployed or expanded in the coming year.

Sponsored by: UJET, Verint, Cognigy and 8x8

Original Broadcast Date: Dec. 07, 2022

Voice-of-the-Customer Programs Guide CX Improvement

Join our panel of experts and learn how to incorporate a voice of the customer program into your organization to align your company with the experiences you aspire to deliver.

Sponsored by: Verint and Concentrix

Original Broadcast Date: Nov. 30, 2022

How to Deliver Exceptional Customer Experiences

This roundtable webcast will help you clarify the best practices that other successful companies have used to move from delivering adequate customer experiences to delivering exceptional experiences that ensure their competitive edge.

Sponsored by: CSG, Aircall, UJET and Kustomer

Original Broadcast Date: Nov. 16, 2022

2022 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: UJET, Kore.ai and 8x8

Original Broadcast Date: Nov. 02, 2022

Identity Verification in a Scary World

Join our panel of experts as they discuss the range of customer authentication and identity verification technologies that help keep customers and institutions safe from fraud.

Sponsored by: UJET and Neustar

Original Broadcast Date: Oct. 26, 2022

Work Smarter, Not Harder. Empower Teams To Create Effortless Customer Experiences and Increase Loyalty

You'll hear ServiceNow real customer stories and how a single system of action can help solve issues quickly, proactively, and with full transparency, while assuring:

Sponsored by: ServiceNow

Original Broadcast Date: Oct. 19, 2022

Happier Agents Create Happier Customers

Join our panel of experts on this roundtable webcast and learn how to create a better working environment for employees and agents by providing them with the tools and support they need to serve customers.

Sponsored by: NICE CXone, Verint and Aircall

Original Broadcast Date: Oct. 12, 2022

Using AI to Unlock Customer Data Insights and Deliver Better Experiences

Learn how your business can meet - or exceed - today's expectations by leveraging AI-driven technology that measures customer sentiment across all interactions and helps improve agent behaviors, resulting in increased customer satisfaction.

Sponsored by: NICE

Original Broadcast Date: Oct. 05, 2022

Best Practices Of Migrating Large Contact Centers To The Cloud

Moving your contact center to the cloud offers many benefits, from cost savings and greater flexibility to increased scalability. But when it comes to enterprise-grade organizations, the migration to the cloud is more challenging.

Sponsored by: NICE

Original Broadcast Date: Sep. 21, 2022

Customer Journey Analytics: Actionable Insights That Drive Revenue Growth

Join our panel of experts who will share their wealth of experience across many market segments to help your organization benefit from customer journey analytics to keep your customers on track and coming back.

Sponsored by: CSG and UJET

Original Broadcast Date: Sep. 14, 2022

Seamless and Secure CX: Unlocking the new secret to customer loyalty

Kevin Martin from USAA joins Nuance and Microsoft to discuss the link between military fraud prevention and customer experience.

Sponsored by: Nuance

Original Broadcast Date: Sep. 07, 2022

Welcome to the Customer Experience Center!

Join our panel of experts, all with years of successful implementations in the contact center space, while discussing the technology and processes that contact centers can take to reimagine their role as the face and accountable influencers of customer experience for their organizations.

Sponsored by: UJET, NICE CXone and 8x8

Original Broadcast Date: Aug. 31, 2022

End-to-End Customer Experience means Customer Service End-to-End

Companies know they're competing on experience, not products, and providing an excellent experience goes beyond being able to receive interactions over various communication channels.

Sponsored by: ServiceNow

Original Broadcast Date: Aug. 24, 2022

Making the Most with the Reps You Have: Improving Sales Effectiveness through Better Coaching and Enablement

In this webinar, Gryphon's sales and enablement leaders will talk about the tactical approach that leaders can take to reduce the effort spent coaching and significantly impact their team's success.

Sponsored by: Gryphon

Original Broadcast Date: Aug. 17, 2022

"Saying" vs "Doing" When It Comes to Valuing Your Employees

Learn some best practices and consider initiating a strategy to start making your employees feel they matter and help develop a lasting career.

Sponsored by: NICE CXone

Original Broadcast Date: Jul. 20, 2022

Digital Transformation of the Contact Center

Join our experienced panel of experts and learn the issues you should consider as you transform your contact center into the eyes, ears, and customer data insights your organization requires to provide value to customers, employees, and shareholders.

Sponsored by: Verint, Aircall and SearchBlox

Original Broadcast Date: Jul. 13, 2022

Data Quality Challenges for a Data-Driven Decade

Join our panel of data quality experts as they provide best practices for master data management and learn how to organize and clean your data.

Sponsored by: Reltio and Tamr

Original Broadcast Date: Jun. 15, 2022

How To Manage and Build Your Data Privacy Strategy

2022 is yet another hectic year for data privacy in Contact Centers. Do we hold as little customer information as possible? Do our agents know how to deal with data privacy?

Sponsored by: NICE

Original Broadcast Date: Jun. 08, 2022

Speech Analytics in the Contact Center

Join us on this always-popular roundtable and listen to the recommendations from our panel of experts who have scores of successful implementations to inform their presentations.

Sponsored by: Gryphon.ai, UJET, Talkdesk and Verint

Original Broadcast Date: Jun. 01, 2022

Conversational AI: The Promise of Intelligent Customer Support

Join our panel of experts and find out why your organization should be incorporating conversational AI into plans for digital transformation and customer experience excellence.

Sponsored by: Kore.ai, UJET and Concentrix

Original Broadcast Date: May. 25, 2022

Customer and Employee Experience - New Research You Need to Know

Join us to learn how you can amp up your employee and customer experiences by making your contact center more productive, more secure, and easier to operate.

Sponsored by: Edify and Google Chrome Enterprise

Original Broadcast Date: May. 18, 2022

Creating an Omnichannel Strategy for Seamless Customer Journeys

Join us on this always-informative webcast and learn from our panel of experts how to create seamless omnichannel experiences that increase customer loyalty and sales.

Sponsored by: CSG, NICE CXone, Verint and Optimizely

Original Broadcast Date: May. 11, 2022

Uncovering the Top Agent Experience Trends of 2022

High agent attrition has always imposed significant costs on contact center operations. Join us for this informative webinar on May 4 and we'll send you a free copy of our 2022 Agent Experience Trends Report.

Sponsored by: RingCentral

Original Broadcast Date: May. 04, 2022

Knowledge Hub: The Missing Ingredient in Digital CX and EX Transformation

When the pandemic hit, many organizations rushed to add digital channels for customer engagement. However, the more touchpoints they added, the more their CSAT dove, stymieing their digital transformation initiatives.

Sponsored by: eGain

Original Broadcast Date: Apr. 28, 2022

Applications of Artificial Intelligence in the Modern Support Ecosystem

Join Viviana Bertinetto, Chief Customer Officer of Language I/O, to learn how AI can empower your customer service team to provide world class customer support.

Sponsored by: Language I/O

Original Broadcast Date: Apr. 27, 2022

How To Improve Your (Remote) Agent Onboarding and Training

To reduce costly attrition and improve growth-promoting customer satisfaction, it's critical to deliver exceptional agent onboarding and training as effective means to build agent proficiency and career satisfaction.

Sponsored by: NICE CXone

Original Broadcast Date: Apr. 20, 2022

Contact Center Analytics: Actionable Intelligence At the Point of Service

Join our panel of experts, listen in on this important webcast, and learn how your organization can stay on target with powerful contact center analytics to provide excellent customer journeys.

Sponsored by: UJET and Kustomer

Original Broadcast Date: Apr. 06, 2022

AI-Powered Self-Service: The Next Step in Empowering Your Customers

Join our panel of experts and learn which AI-powered self-service options are available and how you should plan to incorporate these powerful technologies into your tech stacks and strategic plans.

Sponsored by: Khoros, Cognigy, NICE CXone and Verint

Original Broadcast Date: Mar. 30, 2022

The Power of Personalization in Customer Experience

Join our panel of experts and learn how your organization can achieve deep personalization that drives superior customer experiences from all the customer-facing departments in your company.

Sponsored by: Zendesk, UJET and Optimizely

Original Broadcast Date: Mar. 02, 2022

Customer Journey Management for Maximum Customer Engagement

Join our panel of experts as they present their experience-based recommendations for managing the customer journey process, moving prospects successfully though each phase of the sales funnel, and retaining them as customers for life.

Sponsored by: CSG, Service Journey Strategies, Thunderhead, Ambit and SugarCRM

Original Broadcast Date: Feb. 23, 2022