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  • Data everywhere but no single view of the customer
    Data everywhere but no single view of the customer David Rowlands - 8x8 UK, Contact Centre Director. Recorded: Jun 13 2017 41 mins
    Businesses today have a huge amount of data at their disposal, but are they making it work for them? With the typical business storing information from various sources in different places, the challenge is collating this into a usable form that is also cost-efficient.

    This is crucial, as having genuine insights into your customers’ behaviour is critical in understanding how to delight them and keep them as brand advocates. What you don’t know, you can’t change, and this session will explain how analysing existing data streams can find solutions to problems you may not have realised existed.

    - How to make your analytics work harder for you
    - What the data you already have can teach you about your customers, and ultimately improve service
    - How to make sure your data analytics is cost effective

    About David Rowlands

    David is responsible for the 8x8 Contact Centre portfolio in the EMEA region, with a passion for using technology to find solutions to business issues. With over 20 years’ experience in the integration of Voice and Data techniques to marry applications to events and drive down transactional costs and increase efficiencies, David has been recognised as a leader in his field.

    

David was the owner and founder of ICT Associates, winning the BT Voice and Data integrator of the year for his work in the design and deployment of Public Sector contact centres. He used the skills learnt to drive down costs for the private sector and featured in the Open Universities Business School as an exemplar of business techniques.
  • Case Study: How to make your Cloud transition less turbulent
    Case Study: How to make your Cloud transition less turbulent Dr. Stan Yarbrough, Ph.D. - Senior Global IT Architect at Platform Specialty Products Corporation Recorded: Apr 19 2017 49 mins
    Cloud services are taking over. Once bleeding edge, many mainstream businesses have gone 100% cloud - from communications to email to customer service. Join us as we share the story of one of them - Platform Specialty Products (PSP), a provider of specialty products and technical services. Dr. Stan Yarbrough, global IT lead for PSP, will discuss what issues to anticipate and how to prepare for the transition to the cloud, from organization awareness to technology change.
  • Frost & Sullivan Presents: How to Engage the Modern Customer
    Frost & Sullivan Presents: How to Engage the Modern Customer Melanie Turek, Vice President, Enterprise Communications Recorded: Mar 14 2017 62 mins
    Do you know what happens when a customer contacts your business? Surprisingly, most companies don’t. That’s because ensuring a great customer experience is extremely difficult. But there is a way to bridge that gap. Join us for an informative webinar with Frost & Sullivan’s Melanie Turek and learn how to:

    • Optimize customer engagement, globally and on every channel of choice

    • Create exceptional experience at every step of the customer journey

    • Modernize your contact center by integrating with the latest tools your customers need

    • Extend customer engagement beyond the bounds of the contact center by leveraging internal experts
  • Why are so many Contact Centers moving to the cloud?
    Why are so many Contact Centers moving to the cloud? Sheila McGee-Smith, Analyst Recorded: Dec 13 2016 53 mins
    Get the surprising insights from a new survey on trends related to cloud migration in the Contact Center Industry.

    Join independent analyst and industry expert Sheila McGee-Smith and Neha Mirchandani from 8x8 as they discuss trends in the contact center industry that are revealed by a new survey of CCNG members and other contact centers that look at the biggest challenges Contact Centers face today as well as drivers and challenges organizations face when they consider a move to the cloud.

    Among the key findings to be discussed:
    •75% of Contact Centers are either already in the cloud or are planning to migrate there
    •39% of premises based Contact Centers plan to migrate to the cloud in the next three years.
    •The three largest drivers for a migration to the cloud for a contact center are as follows: business continuity, scalability and lower cost.

    In addition to the survey results, Sheila will provide insight into customer care market innovation that make a cloud contact center decision the right choice to meet today’s requirements and a shrewd investment to prepare for the future. Neha will also take a closer look at some of the surprising outcomes from the survey.
  • Missing the Mark: IT and Building the Collaborative Office
    Missing the Mark: IT and Building the Collaborative Office Nick Cavalencia, founder of Techvangelism & Niel Levonius, 8x8 Recorded: Dec 13 2016 63 mins
    It's no secret your users tend to use the communications tools they are most comfortable with even when they are consumer tools unsanctioned by IT. Sure, you've researched, selected, implemented, and support the best of collaborative tools to give your users anytime, anywhere, any device connectivity to each other. But even so, they still ignore IT's efforts and run back to what they like, leaving IT with no visibility into how the business is collaborating, and no ability to enrich the user experience while improving business productivity.

    So, how do you build a collaborative office that allows IT to remain in control of it all?

    In this interactive webinar, join industry expert and founder of Techvangelism, Nick Cavalencia, along with Niel Levonius from 8x8, as they discuss:
    -It's not you, it's them - why the consumerization of IT continues in the face of fantastic enterprise-caliber collaborative solutions
    -Where IT's approach to solving the problem is off base
    -How to build the collaborative office users want
  • Case Study: Growing Sales Performance Through Analytics
    Case Study: Growing Sales Performance Through Analytics Joe Singletary, Inside Sales Lead at 8x8 Recorded: Nov 29 2016 45 mins
    Managing salespeople is no easy task. Distributed teams, long sales cycles, and inconsistent opportunity recording make sales oversight difficult and can take time away from actually selling. How can you get a better picture of day-to-day sales activity while still meeting sales objectives?

    Hear how Joe Singletary, Inside Sales Lead at 8x8, used analytics to identify underperforming salespeople and get a complete understanding of customer engagement without the need for time-consuming administration or report generation. In this webinar Joe and VP of Marketing, Alon Waks will explain how you can:

    Spot and address sales performance issues early - before quotas are missed
    Develop measurable methodologies for sales coaching and accountability
    Truly understand how focused teams and individuals are on prospects and customers
  • Quiet the Communications Riot in your IT Landscape: Case Study
    Quiet the Communications Riot in your IT Landscape: Case Study Christie Nader, Vice President of IT, MHM Services & Alon Waks, Vice President of Product Marketing, 8x8, Inc. Recorded: Nov 17 2016 43 mins
    When working with state and governmental agencies, it can be tough to navigate the communications divide. With ever-changing requirements and fast-paced IT landscapes, how do you keep up with your organization's demands and streamline your communications? Join this webinar to hear how MHM Services, a mental health expert, tackles the ever-changing requirements and IT landscape to deliver the highest level customer service. See how 8x8’s unified communications help alleviate headaches and enable MHM to connect with over 6,000 clinical, managerial and administrative professionals nationwide.
  • Communications Costs? Mobility? Scale? Learn How Companies are Utilizing Cloud
    Communications Costs? Mobility? Scale? Learn How Companies are Utilizing Cloud Charles Bender, Director of IT, Beach Trading Company & Alon Waks, Vice President of Product Marketing, 8x8, Inc. Recorded: Oct 27 2016 52 mins
    Beach Trading Company is a leading online retailer of cameras, video, home entertainment and other consumer electronic products. To enable business growth, IT management needed to replace their outdated, legacy PBX, which could only handle 46 calls at a time. The company was at a cross-roads: find another on-premises solution, go hybrid, or make the leap to cloud.

    Attend this live event to hear from Beach Trading Company's Director of IT, Charles Bender, where you'll learn how your business can go from outdated to modern in less than two months. Gain insights on how analytics-driven customer communications can help your business grow and how multi-location businesses can reduce costs while scaling and adopting mobile excellence.
  • Bizmatics Improves Customer Service Across Channels & Into New Line of  Business
    Bizmatics Improves Customer Service Across Channels & Into New Line of Business James Metzger, VP Marketing at Bizmatics & Max Ball, Product Marketing, 8x8 Recorded: Oct 27 2016 42 mins
    Join James Metzger, Marketing Vice President for Bizmatics, as he discusses how they significantly increased customer satisfaction with 8x8’s Virtual Contact Center when giving customers access to support on the channel of their choice.This success led them to expand their use of 8x8 Virtual Contact Center for their Revenue Cycle Management service department in order to provide a consistent customer experience across the various services they provide to their healthcare providers/customers.

    In this session James will discuss:
     How the company built a web centric support model to emphasize self-service when it makes sense with an easy transition to an agent on the channel of the customer’s choice when needed.

     How Bizmatics uses 8x8’s VCC to provide insight into the full customer journey to ensure that the customer experience is as positive as possible

     How 8x8 makes it easy for Bizmatics to help their healthcare provider customers focus on serving their patients and not have to worry about managing government organizations, insurance companies or nagging patients for copayments.

    Learn how Bizmatics has made customer service a competitive differentiator for their business, and how they are now using 8x8’s Virtual Contact Center to make their Revenue Cycle Management offering more competitive. By tracking and recording key calls 8x8’s VCC helps Bizmatics ensure the right payments are made at the right time so their provider customers can have a reliable revenue stream that ensures the success of their business.
  • Boost sales productivity with 8x8 and Salesforce
    Boost sales productivity with 8x8 and Salesforce Alon Waks, VP Product Marketing, 8x8 Recorded: Oct 27 2016 50 mins
    Sales managers have a dilemma. They want representatives on the phone tracking down leads, qualifying prospects, and closing business. But they also need activity reports and forecasts to manage sales operations and forecast performance. How do you get one without sacrificing the other?

    Join 8x8 VP Alon Waks in an important webinar to learn how integrating 8x8 cloud communications with Salesforce keeps representatives focused on customers rather than administration. Alon will show a real-life example of how a streamlined, automated process can:
    -Free sales reps from tedious opportunity logging and recording.
    -Provide greater visibility into the sales funnel and day-to-day activities.
    -Optimize your sales organization and operations for greater productivity.

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