CRM Training and Webinars

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Upcoming

How To Deliver Hyper-Personalized Service To a Complete Stranger

A customer journey often starts with people we know very little about. How then is it possible to deliver personalization at the start of a customer journey?

Sponsored by: NICE CXone

Coming December 14, 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: Calabrio and Optimizely

Coming December 15, 2021

Megatrends in Customer Technology: Expert Predictions for 2022 and Beyond

In this roundtable webcast, we will ask our panel of industry luminaries to peer into the future and share their predictions for which trends will yield the most significant opportunities or challenges in the near and long term.

Sponsored by: NICE, Calabrio and eGain

Coming January 12, 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: CRM

Coming January 26, 2022

Contact Center as a Service (CaaS): Why Now Is the Time

Join us on this roundtable webcast and learn from our experts which specific issues you should consider as you evaluate on-premises versus cloud solutions.

Sponsored by: CRM

Coming February 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: CRM

Coming February 16, 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: CRM

Coming March 02, 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: CRM

Coming March 30, 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: CRM

Coming April 06, 2022

Smart Customer Service Done Right: Real-World Success Stories from the Field

Join our panel of experts as they present success stories gleaned from their experiences in the trenches, ones that highlight what other companies have done to substantially improve their customer experiences. 

Sponsored by: CRM

Coming April 27, 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: CRM

Coming May 11, 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: CRM

Coming May 25, 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: CRM

Coming June 01, 2022

Data Quality Challenges for a Data-Diven 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: CRM

Coming June 15, 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: CRM

Coming July 13, 2022

The Management of Customer Experiences

Join our panel of experts on this roundtable webcast and learn how your company can implement or expand its customer experience management program.

Sponsored by: CRM

Coming July 27, 2022

Work Smarter, Not Harder, with Workforce Optimization

Join our panel of experts and learn how WFO can help your organization predict surges in demand.

Sponsored by: CRM

Coming August 17, 2022

Sales Enablement Tools for 21st-Century Sales Teams

If your organization competes in a difficult environment, join our panel of experts and find out how these new tools and technologies can help your sales teams close more business and increase their win ratios.

Sponsored by: CRM

Coming August 24, 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: CRM

Coming August 31, 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: CRM

Coming September 14, 2022

Customer Data Platforms for True Personalization

Join our panel of experts on this roundtable webcast and discover how you can genuinely provide personalized customer experiences in customer support, marketing, and other areas where deep personalization is a core goal.

Sponsored by: CRM

Coming September 28, 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: CRM

Coming October 12, 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: CRM

Coming October 26, 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: CRM

Coming November 02, 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: CRM

Coming November 16, 2022

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: CRM

Coming December 07, 2022

Archived

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: UJET and First Orion

Original Broadcast Date: Dec. 01, 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: NICE, Verint, First Orion and Optimizely

Original Broadcast Date: Nov. 17, 2021

An Imperative: Deliver Great End-To-End Customer Experiences

Register now for our upcoming webinar. You'll learn how to improve your organization's CX operations and responses.

Sponsored by: ServiceNow

Original Broadcast Date: Nov. 10, 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: NICE, Calabrio, UJET and Language I/O

Original Broadcast Date: Nov. 03, 2021

Linking Employee & Customer Experience: Workforce Engagement Management

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

Sponsored by: NICE and Calabrio

Original Broadcast Date: Oct. 27, 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: Verint, Kore.ai, Creative Virtual and boost.ai

Original Broadcast Date: Oct. 13, 2021

The Secret Behind Successful Digital Transformation of Customer Engagement

Learn more about the what, why and how of knowledge hubs for successful digital transformation of customer engagement at this webinar.

Sponsored by: eGain

Original Broadcast Date: Oct. 06, 2021

2021 Customers Demand a Strong Self-Service Strategy

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: Kustomer and Yext

Original Broadcast Date: Sep. 22, 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: NICE CXone, UJET and First Orion

Original Broadcast Date: Sep. 15, 2021

Leveraging AI in Customer Service: New Skills Your Team Needs to Deliver a Better Customer Experience

In this webinar, you'll have the chance to assess your customer service team's skills and discover new skills that are now needed to deliver an outstanding customer experience in the digital age.

Sponsored by: Esker

Original Broadcast Date: Sep. 08, 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: Calabrio, Upstream Works, and Freshworks

Original Broadcast Date: Sep. 01, 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: Verint, NICE CXone, UJET and CSG

Original Broadcast Date: Aug. 25, 2021

Getting <3 to <3: Expressing Empathy in a Digital World

Join us as we explore how organizations are navigating these challenges and discuss real-life examples of how CXone customers across industries are designing digital strategies.

Sponsored by: NICE CXone

Original Broadcast Date: Aug. 04, 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: Calabrio, Validity, and Dun & Bradstreet

Original Broadcast Date: Jul. 28, 2021

Move the CX Needle: Adopt a Proactive Support Strategy

This webinar will explore how ServiceNow uses AI to both predict and prevent issues as well as shorten case management times.

Sponsored by: ServiceNow

Original Broadcast Date: Jul. 21, 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: NICE, Calabrio, Vonage and Upstream Works

Original Broadcast Date: Jul. 14, 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: Validity, Quickbase, PandaDoc and Freshworks

Original Broadcast Date: Jun. 30, 2021

AI Pop Culture Gameshow

Don't miss out — this is not your typical webinar! Become a contestant in this fun-filled interactive session that'll demystify how AI works in the contact center with help from some iconic examples of AI.

Sponsored by: NICE CXone

Original Broadcast Date: Jun. 23, 2021

STIR/SHAKEN Is Coming - Are You Prepared?

By June 30, 2021, carriers are required to meet regulatory mandates to deploy STIR/SHAKEN call authentication technologies. These authentication technologies provide a secure way to stop illegal caller ID spoofing.

Sponsored by: Neustar

Original Broadcast Date: Jun. 09, 2021

Why Doesn't Your Voice Virtual Agent Understand What You Say?

Join us for a crash course on speech technology and the very latest on capture accuracy so you can understand the difference between speech rec on your phone versus the speech rec for contact centers and why that matters.

Sponsored by: SmartAction

Original Broadcast Date: May. 19, 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: Calabrio, Zendesk, and Kore.ai

Original Broadcast Date: May. 05, 2021

Why CX Programs Struggle to Demonstrate Results

Join us for a frank discussion about data siloes, survey fatigue, and how to create a unified view of your customers to drive better collaboration internally and deliver on the promise of customer data.

Sponsored by: Khoros

Original Broadcast Date: Apr. 28, 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, Calabrio, Verint and Confirmit

Original Broadcast Date: Apr. 21, 2021

Support your Work-from-Home Agents with the Tools They Need to be Successful

Learn how NICE Enlighten with smart AI-based analytics increases Customer Satisfaction and Employee Satisfaction both in real-time and post-interaction while providing clear, focused insights to deliver an immediate impact on your business.

Sponsored by: NICE Nexidia

Original Broadcast Date: Apr. 14, 2021

Workforce Optimization for More Productive Agents and Satisfied Customers.

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

Sponsored by: Calabrio, Zendesk, CallMiner and CallTrackingMetrics

Original Broadcast Date: Apr. 07, 2021

Who's Calling? Risk, Customer Experience, and Identity Authentication

Join us on this roundtable webcast and learn how identity authentication tools and best practices can help your organization better protect your customers.

Sponsored by: Neustar

Original Broadcast Date: Mar. 31, 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, Zendesk, UJET and Talkdesk

Original Broadcast Date: Mar. 24, 2021

State of Self-Service in 2021

Join this webinar to hear the very latest on how different industries are going deeper into self-service for call types and chats that have never been automated before and understand how new capabilities can apply to your business.

Sponsored by: SmartAction

Original Broadcast Date: Mar. 17, 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: eGain and UJET

Original Broadcast Date: Mar. 10, 2021

Leveraging Digital Channels to Rebuild Customer Engagement Strategies

Join us as we discuss the value of digital real estate in today's new world.

Sponsored by: Moxtra

Original Broadcast Date: Feb. 17, 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 and Verint

Original Broadcast Date: Feb. 10, 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, Kitewheel, Zendesk and Thunderhead

Original Broadcast Date: Jan. 27, 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: Edify, Verint, Customertimes and eGain

Original Broadcast Date: Jan. 20, 2021

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

Original Broadcast Date: Jan. 13, 2021

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

Original Broadcast Date: Dec. 16, 2020

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

Original Broadcast Date: Dec. 09, 2020