NEVA automates routine activities while employees attend to other tasks requiring their special skills.
Sponsored by: NICE
Orginal Broadcast Date: Jul. 18, 2018
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
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
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
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
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
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 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
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
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
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
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
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 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
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 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
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
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
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
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
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
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
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
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
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
With 67 percent of customers choosing self-service as their preferred channel for finding answers, you better deliver. The good news is that providing exceptional self-service options is also good for the bottom line.
Sponsored by: Pitney Bowes and NICE
Orginal Broadcast Date: Nov. 15, 2017
Enhancing customer experiences is a long-term pursuit, not a short term transaction. Companies that truly want to build a solid foundation of customer loyalty must embrace a customer centric philosophy through focused Customer Experience Management principles.
Sponsored by: Verint and Trianz
Orginal Broadcast Date: Nov. 08, 2017
The big trend in Business Intelligence and Analytics Solutions these days is the ease of use by line-of-business personnel with less emphasis on IT support. This means that these decision support solutions can be accessed by the very people making the decisions and who can get much closer insights into what the data is reflecting.
Sponsored by: NICE, Looker and Avanade
Orginal Broadcast Date: Nov. 01, 2017
Customer Engagement Center (CEC) encompasses the technologies, applications, people and processes to interact with customers, across channels, while retaining the customers' context, to provide consistent and efficient customer service.
Sponsored by: Calabrio, SmartAction, Verint and NICE
Orginal Broadcast Date: Oct. 25, 2017
Contact centers are re-tooling to deliver highly personalized service. Learn what The Auto Club Group has done, what others are doing and where the contact center industry is headed.
Sponsored by: Altivon and Genesys
Orginal Broadcast Date: Oct. 04, 2017
Workforce optimization (WFO) solutions are essential for helping to create more productive agents through better training and coaching. Better-prepared agents directly translate into better customer experiences.
Sponsored by: NICE and OpenText
Orginal Broadcast Date: Sep. 27, 2017
The role of the CDO is critical for any organization looking to embrace digital transformation. That's why 82% of CIOs believe there is a compelling case to hire a CDO in most organizations today. Yet, for businesses to become data-driven, they need to empower their CDO to ensure quality information that can be used in a meaningful way throughout the organization.
Sponsored by: Experian Data Quality
Orginal Broadcast Date: Sep. 20, 2017
Seventy percent of website visitors will never return to a site, taking with them your opportunities to generate revenue and increase engagement. Web notifications — sometimes called browser notifications or web push notifications — are a powerful tool to reach your web audience, even after they're off your site.
Sponsored by: Urban Airship
Orginal Broadcast Date: Sep. 14, 2017
Legacy CRM systems and a lack of process can hold your enterprise back, making it difficult to provide proactive customer service.
Forrester Consulting recently interviewed Epicor to assess the benefits, costs, and risks associated with investing in a new approach to customer service management — one that goes beyond CRM and delivers effortless, proactive, and connected customer service.
Sponsored by: ServiceNow
Orginal Broadcast Date: Aug. 29, 2017
Analytical based decision technologies have huge implications for sales, marketing, customer service – and Customer Experiences.
Join our expert panelists on this Roundtable Webcast and find out how you can use the insights from analytics to drive growth, personalize and optimize Customer Experience and loyalty, and improve conversion rates of potential prospects.
Sponsored by: NICE and DialogTech
Orginal Broadcast Date: Aug. 23, 2017
Salesforce AppExchange offerings that focus on sales & marketing solutions are incredibly numerous and amazingly varied in their breath of options.
Sponsored by: Conga and BigTinCan
Orginal Broadcast Date: Aug. 16, 2017
Top-performing businesses pay close attention to what their customers feel about their experiences with a product, brand or business, and Voice of the Customer (VoC) programs deliver those crucial insights.
Sponsored by: Calabrio, Verint, NICE and Confirmit
Orginal Broadcast Date: Jul. 26, 2017