Hi [[ session.user.profile.firstName ]]

Customer Success

  • Make Support Personal: Inject Relevance Into Every Interaction
    Make Support Personal: Inject Relevance Into Every Interaction
    John Ragsdale, Distinguished Research VP, Service Technology at TSIA & Jennifer MacIntosh, VP Customer Experience at Coveo Recorded: Apr 24 2019 32 mins
    As your business scales, manually tracking, updating, and surfacing the right knowledge to your customers in a personalized, relevant manner quickly becomes unmanageable. This can lead to inconsistent and unreliable experiences for your customers and places unnecessary burdens on your support staff. Smarter, automated, and more scalable user experiences are necessary to get ahead.

    Join TSIA and Coveo for this 45-minute, prescriptive webinar that will reveal how to inject relevance into your support experiences at every customer interaction. We’ll demonstrate how companies are using AI-powered search and insights to leverage the intent and information behind every touch point of the customer journey to drive contextual, personalized, proactive experiences that result in:

    -Improved self-service success and case deflection.
    -Coherent and unified interactions across all support channels.
    -Better content strategy and user experience decisions based on data.

    You’ll also get a peek at the AI-powered support strategies that pacesetter companies like Salesforce, VMware, and Informatica are using to achieve relevance at every touchpoint.
  • Part 1: Personal Development Essentials - How to Set Quality Goals
    Part 1: Personal Development Essentials - How to Set Quality Goals
    ISM Leader: Ruta Misiunaite Recorded: Apr 23 2019 24 mins
    Reasons to Attend:

    Have you already failed your New Year’s resolutions? Are you dreading coming into work on Mondays? Are you in need of some motivation to kick-start your goals and finish 2019 with a bang? Then you’re in luck because this webinar is meant for you!

    Within four short years, Ruta Misiunaite has progressed from being the most junior sales person in the company with no prior sales experience to one of the Senior Business Development Managers at IRI UK, responsible for going after £39m worth of key prospects’ business. The key driver behind Ruta’s success is her relentless focus on continuous personal development and passion for learning everything there is about being a great salesperson.

    In this first installment of our three-part series on Personal Development Essentials, Ruta will show you how to set quality goals that are challenging, exciting, and help you fall in love with what you do. Don’t wait for a Monday or January 1st to start working on your goals and sign up to this webinar now!

    Key Takeaways
    ●Tips & tricks that will help uncover what truly motivates you to get up in the morning
    ●Simple tools to help write a quality goal that makes you feel excited about realising your full potential
    ●Easy to implement techniques to ensure you stick to your goals throughout the whole year
  • Building a Foundation for Transformative Self-Service
    Building a Foundation for Transformative Self-Service
    Mark Floisand, Chief Marketing Officer, Coveo Recorded: Apr 18 2019 35 mins
    Self-service has proven its worth in driving case deflection, lowering overall support costs and personalizing the customer experience. But did you know that strong self-service programs are strongly correlated to business and support revenue growth, employee retention and overall agent morale?

    To truly reap all of the potential benefits of your self-service strategy, companies must go beyond short-term benchmarking and project-by-project “baby steps.” True transformation starts with a solid foundation that can grow across organizational silos and departmental barriers to deliver relevance across your self-service sites.

    Register to listen to this prescriptive session which will outline vital steps that you can undertake to transform your self-service strategy and understand the true value it is having on your business, underscored by examples from pacesetters and new research showing an opportunity for a dramatic re-think of the metrics that self-service can really impact.
  • Learn How to Build an Exceptional Conversational AI Bot
    Learn How to Build an Exceptional Conversational AI Bot
    Peter Joles, Yelena Kasianova Recorded: Apr 17 2019 46 mins
    Many bots fail to deliver enterprise ready conversational solutions and fall short of understanding inquiries.

    That's where our Conversational AI Platform Teneo is different.

    Teneo is one of the most human-like experiences available in commercial conversational AI today, providing the complex capabilities required to create the simple, intuitive experience that your customer demands, while increasing customer engagement. With Teneo, a chatbot can be trained to go beyond the typical 85% understanding mark of competitor products to deliver near perfect results every time.

    Join Peter Joles, Presales Consultant at Artificial Solutions as he demos a Teneo built financial bot called "MyBank". See in real-time how Peter adds flows to enhance the chatbots' capabilities.

    -

    Introducing Teneo Developers, a new comprehensive resource to allow enterprise developers and partners fast access to experience the power of Teneo. Visit www.teneo.ai to get started for free.
  • 7 Dumb Things We All Say (especially in customer care) - BPO veteran Greg Alcorn
    7 Dumb Things We All Say (especially in customer care) - BPO veteran Greg Alcorn
    Greg Alcorn, President, GCS Recorded: Apr 16 2019 13 mins
    We invite you to view our discussion with Greg Alcorn, President of GCS, about his new book entitled "7 Dumb Things We All Say: Smart Ways to Improve Every Relationship" which focuses on applying “soft skills”. It’s loaded with personal examples, helpful hints, and common-sense principles. The subjects and principles apply to ALL types of relationships – friends, family, and business.
  • Decoding AI: How to Harness AI in Practical Support Scenarios
    Decoding AI: How to Harness AI in Practical Support Scenarios
    Laurent Simoneau, CTO, Coveo Recorded: Apr 10 2019 13 mins
    As support centers embrace the growing shift to self-service, and customer expectations for personalized interactions skyrocket, the ability to deliver relevant support experiences at scale has become business critical. Support leaders must turn to practical applications of AI as part of their self-service and assisted service strategies to achieve more efficient and tailored support delivery— without sacrificing the customer experience.

    In this webinar, we’ll walk through practical, real life examples of how leading support organizations are successfully leveraging AI and machine learning to transform their support operations. Join us for this session to get guidance on:
    -Which areas to focus on when it comes to implementing machine learning (ML) within your support strategy
    -How to assess your support organization’s need for AI based on the current maturity of your support delivery
    -How to evaluate the potential ROI of AI
  • Video: Zoholics Highlight Reel 2018
    Video: Zoholics Highlight Reel 2018
    Zoho Recorded: Apr 9 2019 3 mins
    This event is designed to give you the opportunity to learn, network, and get the resources to take your teams to the next level. In this two-day event, you'll hear about the latest Zoho solutions, get inspired by the visionary keynotes and the big picture, experience hands-on workshops, and one-on-one sessions, and connect with like-minded peers who also use Zoho to drive their businesses.

    Click to find out more about the upcoming event in London


    Date And Time:
    Tue, Apr 23, 2019, 8:00 AM – Wed, Apr 24, 2019, 6:00 PM BST


    Location
    etc.venues 155 Bishopsgate
    155 Bishopsgate
    London
    EC2M 3YD

    https://www.eventbrite.com/e/zoholics-the-united-kingdom-tickets-55406125212?aff=$3378924402060052975
  • The 9 Key Characteristics Required in Strategic Sales
    The 9 Key Characteristics Required in Strategic Sales
    Jim Bloomfield & Sarah Clapperton: Bloojam Consulting Ltd Recorded: Apr 9 2019 30 mins
    Reasons to Attend:

    The Acuity® for Strategic Sales model has been designed by Business Psychologists to enable organisations to develop high performing salespeople and to recruit new sales talent.

    By reviewing credible research from 30 years of scientific studies into sales behaviours, the Acuity® for Strategic Sales model identifies the 9 key sales capabilities that determine success. Aimed at Sales Directors and Sales Managers this webinar will share with you how you can measure these sales capabilities in your team to drive sales performance.

    Key Takeaways

    Environmental drivers that require a change in sales behaviours

    What to look for in your sales teams:

    •Personal Drive- Describes why an individual enjoys sales activities and whether they will seek to perform at a consistently high level.

    •Sales Focus- Describes what the individual does to understand the client and the relevant economic and industry drivers, to use this knowledge to provide insight and solve customer problems, and to seize opportunities to create momentum in the sale.

    •Interpersonal Insight- Describes how the individual interacts with the customer, through appreciating the perspective of the other party, modifying their behaviour in a way that is appropriate to the situation and developing relationships and connections internally and externally.
  • Claims automation: saving costs by debunking the myths
    Claims automation: saving costs by debunking the myths
    Scott Mcgee Recorded: Apr 9 2019 52 mins
    Are the old legacy systems still the go-to place for claims? What are the alternatives. Insurance Times and a panel of experts explore whether insurers are paying too much money and spending too much time implementing outdated systems.

    Could the new wave of self-implementing systems spell the end of this being an outsourced service?

    We debunk the myths and lies that you may have been told and find out if there is an easier, more cost-effective way to manage your claims system.

    Speackers include:
    - Scott McGee, reporter, Insurance Times
    - James Harding, operations director, 360 Globalnet
    - Nick Smith, claims transformation director, AXA
    - Andrew Morgan, head of claims, Integra
  • Understanding Digital Transformation
    Understanding Digital Transformation
    Tim Gogal, Director US East Digital Engagement, Avaya Recorded: Apr 3 2019 59 mins
    As customer service professionals, we sit in the midst of the most important paradigm shift within the industry today – the Digital Transformation. This shift has brought more focus on and relevance of the business potential of contact centers than ever before. In this session, we’ll take a look at why Digital Transformation matters, what it means, and how organizations are successfully redefining their contact centers for extended reach and impact. No longer can we hide behind old technological limitations that may have prevented responsive, personal interactions. Today customers are demanding great experiences and are driving change. Either we give them the TLC they are looking for…. or our competitors do it for us.
  • Video: National Sales Conference Promo
    Video: National Sales Conference Promo
    National Sales Conference 2019 Recorded: Apr 1 2019 5 mins
    Why NSC19?

    Now in its sixth year, the sell-out National Sales Conference (NSC19) is universally regarded as the UK's leading sales event amongst C-level sales orientated professionals. NSC19 offers you the opportunity to be empowered and inspired by key presentations from some of the world’s leading internationally renowned leadership and motivational speakers.

    Why Companies Invest in their Sales Force?

    Increase sales effectiveness & revenue
    Improve motivation & profit margins
    Recognition & award sales teams
    Greater productivity
    Retain key personnel & attract new talent


    Who will be there?

    CEOs, Sales Directors, Heads of Sales & Sales Managers
    Sales Enablement, Head of Talent and L&D Professionals
    Sales Teams, Account Managers, BDMs & Sales Executives
    Inside Sales Professionals
    Future Sales Talent, Universities & Growth Mindset Graduates
  • Video: Presentation Two – Optimising CRM effectiveness through Sales Leadership
    Video: Presentation Two – Optimising CRM effectiveness through Sales Leadership
    Kerry Nutley, BESMA 2018/19 Judge Recorded: Mar 26 2019 52 mins
    These sessions look at the importance of management behaviour in optimising Sales CRM systems in the workplace. How leadership behaviours shape successful outcomes and why manager cadence is critical to embed and sustain the good practice. Investments in sales CRM systems can often focus on just the sales process and workflow, but to maximise return, integration of the platform into the whole organisation and culture is critical to optimise its success and customer insight. With customer insight and data accuracy becoming more and more critical in the digital world.

    https://www.ismprofessional.com/
  • Video: Presentation One – Optimising Salesforce CRM
    Video: Presentation One – Optimising Salesforce CRM
    Vicky Nisbet, RVP for Strategic Accounts for Salesforce Recorded: Mar 26 2019 58 mins
    These sessions look at the importance of management behaviour in optimising Sales CRM systems in the workplace. How leadership behaviours shape successful outcomes and why manager cadence is critical to embed and sustain the good practice. Investments in sales CRM systems can often focus on just the sales process and workflow, but to maximise return, integration of the platform into the whole organisation and culture is critical to optimise its success and customer insight. With customer insight and data accuracy becoming more and more critical in the digital world.

    https://www.ismprofessional.com/
  • UK supermarkets - the longest cold war?
    UK supermarkets - the longest cold war?
    ISM Fellow: Andrew Grant Recorded: Mar 21 2019 31 mins
    Why you should attend:

    An up to date analysis of the UK supermarket sector - mergers, acquisitions, consolidation, relentless pressure - but why no all-out price war for the past 15 plus years - would Amazon's entry be the final straw?

    What you will learn

    •Unmissable for anyone selling into the UK supermarkets
    •Get yourself fully up to date with the latest changes that could impact your business
    •Delivered by an acknowledged industry expert
  • Building Your CX of the Future -- Interview with Chris Bauserman, NICE inContact
    Building Your CX of the Future -- Interview with Chris Bauserman, NICE inContact
    Chris Bauserman, VP Segment and Product Marketing, NICE inContact Recorded: Mar 13 2019 7 mins
    How can you progress CX and what are the first steps you should take to do so? Watch this brief interview between CCNG and NICE inContact where we share some highlights for our upcoming webinar on May 16, 2019.

    Join us for this interactive discussion where we will break into bite size pieces what steps you should be taking to build your CX of the future.

    Key Takeaways include:
    - What do your customers think?
    - Maturity Model - Where do you stack up?
    - What is the framework for your personalized road map to building your CX of the future?

    To register for this webinar, click the "Attachments" tab, and then click the webinar registration link. We'll see you there!
  • Enabling Your Agents in the Age of the Customer
    Enabling Your Agents in the Age of the Customer
    Noel Roberts, CTO and VP of Marketing, Aria Solutions Recorded: Mar 12 2019 60 mins
    The world of customer experience is continuously evolving. It is common knowledge that you must offer your customers one-on-one interactions that stand out among the rest, but do your agents have what they need to be successful?

    Join us as Noel Roberts, CTO for Aria Solutions, along with CCNG, discuss how to enable your agents to be successful by:

    -Matching the customer to the right agent
    -Centralizing data and reducing the ovewrwhelming number of screens
    -Automating mundane, repeatable tasks
  • The 7 Habits Your Reps Need to Crush their Quota
    The 7 Habits Your Reps Need to Crush their Quota
    Jesse Price, Director of Sales at Copper Recorded: Mar 5 2019 35 mins
    As a sales leader you’re under constant pressure to hit your number. You’re probably sick of asking yourself: “How do I make sure we hit our quota this month?“

    Join our to learn the 7 habits you need to instill in your reps to build a successful sales engine, that drives results every month.

    During this webinar, you will hear from Jesse Price, Director of Sales at Copper, and his journey as a sales rep at IBM to account executive at Salesforce to now leading Sales at Copper. He will share tangible best practices on how to make every rep a top performer to ensure they hit quota.
  • Building an Intelligent Self-Service Journey Map
    Building an Intelligent Self-Service Journey Map
    Neil Kostecki, Senior Product Manager, Coveo Recorded: Feb 28 2019 38 mins
    The customer community. Product information pages. Your website. The support site. How many different places do your customers visit when they are self-serving?

    Your customers are using multiple channels to find the information they need as part of one continuous self-service journey—and it’s time to approach your self-service strategy the same way. With so many touchpoints in different channels in the customer service journey, support leaders are faced with a unique challenge to unify the interactions and data in their self-service strategy to meet the demand for relevant and effortless experiences.

    An intelligent self-service strategy outlines every touchpoint of the support journey and the experience it should deliver, based on the customer’s context and intent. In this session you’ll learn how to build a self-service journey map that will help you outline:

    - A process to create and reuse support knowledge and content in the flow of work and self-service.
    - A map of your support touchpoints and how they should leverage the context, information, and behavior other touchpoints are capturing in order to deliver relevant and consistent experiences.
    - Which metrics and KPIs you need to track for each channel to measure success and create a continuous cycle of improvement.
  • Driving Quality Assurance:  Clients buy outcomes and results!
    Driving Quality Assurance: Clients buy outcomes and results!
    Roger Lee, Director Customer Success, Gridspace Recorded: Feb 21 2019 62 mins
    Ring in 2019 … Join us for a discussion on how machine learning analytics drives quality assurance.

    Here are a few interesting statistics from a study by Siegel and Gale entitled “Simplified CX is Worth $86B. Are You Getting Your Share?”

    *64% of consumers will pay more for simpler experiences
    *61% of consumers are more likely to recommend a brand because it’s simpler to use

    Imagine having machine learning to process and interpret large volumes of data, especially all of your calls -- which drive action through decisions and predictions … on a scale and speed of data consumption that we as humans can’t match. Machine learning is dynamic. It learns and becomes “smarter” the more data it processes.

    Forget the debate on statistically significant sample size, and begin to analyze the total population of calls with machine learning. This will better drive targeted action for coaching, developing staff, and identifying broken processes. Machine learning helps us understand “what was said” as well as considering “tone” and “sentiment” (or emotions), all while helping with compliance, security, regulations, etc., and allowing you to focus on the customer experience.

    During this webcast, Roger Lee, Director Customer Success for Gridspace, will share his thoughts on how we as contact center leaders, process improvement experts, and quality monitoring gurus can use machine learning speech analytics to improve both the customer and employee experience.

    He will provide action-oriented tips to streamline your quality monitoring program:

    1. Why now?
    2. Why automate and how?
    3. How to utilize the analyses from analytics-driven QA for both contact center and enterprise.
  • Social Selling In The Real World
    Social Selling In The Real World
    ISM Fellow: Ian Moyse Recorded: Feb 21 2019 30 mins
    Key Takeaways:

    •What it is
    •What it isn’t
    •Turning Social into real engagements
    •Is it just LinkedIn
    •Receive a Personal Action Plan

    Reasons to attend

    Social Selling is the new sales skill in your toolbag to help you open doors, build your own reputation & have stronger engagement with prospects. Ian Moyse, is a respected authority on Sales Leadership and the new methodology of Social Selling, sitting as a non-exec on Digital Leadership Execs, a leading Social Selling firm. He has spoken widely on Social Selling. Ian is a judge on many Sales Awards and has interviewed hundreds of Salespeople and can share in today’s market a valuable skill that can help set you apart
  • 5 LinkedIn Hacks that Reveal where Your Ideal Prospects are Hiding
    5 LinkedIn Hacks that Reveal where Your Ideal Prospects are Hiding
    Sarah Hughes: ”The LinkedIn Lead Generation Expert” Recorded: Feb 12 2019 36 mins
    Reasons to Attend:

    I show you LIVE inside my LinkedIn account so you can use the same techniques to predictably fill your sales pipeline too.

    Here are a further 3 valid reasons to attend:

    1.You’d love to get the inside track on what I do so that you and your teams can do it too
    2.I show you the 23 filters within LinkedIn to instantly pinpoint your prospects with laser precision
    3.You’ve been itching to conquer LinkedIn or social selling and want to create a flow of leads.

    Key Takeaways

    •2 phrases in your sales team LinkedIn profiles that kill prospect conversations stone dead
    •1 action that alerts you to new prospects, even without a fresh database of leads
    •2 approaches to credibly grow your audience of prospects and referrers
    •1 Power Play that attracts, rather than repels, your prospects.
  • How to Write an Effective Sales Email
    How to Write an Effective Sales Email
    ISM Fellow: Phil Dickenson Recorded: Feb 5 2019 25 mins
    Key Takeaways:

    How to write an email which gets a better chance of being opened and getting a response. This will increase your chances of hitting your sales target for the month, quarter and year.


    Reasons to Attend:

    Email is the most common form of communication in business. Most sales emails don't get replied to because they're not good enough.

    So how do you improve your email? How do you communicate to a customer and increase the likelihood of them replying?

    Face to face is important. Social media is important. Email is the most common form of communication in business and if you don't get it right, you will lose out.
  • One Dashboard to Rule Them All: The Business Impact
    One Dashboard to Rule Them All: The Business Impact
    Greg Strickland, COO at Periscope Data Recorded: Jan 29 2019 32 mins
    Ever wondered how Periscope Data actually uses Periscope? In this webinar, you'll get a behind the scenes look at the dashboard our executive team uses to report on all our top level KPIs. Combining data from all business units here at Periscope Data, it provides us a concise view of our single source of truth - the one dashboard to rule them all.

    Attend this webinar to hear directly from Greg Strickland, COO at Periscope Data, to learn how he:
    - Templatizes his dashboard requests to our Data team for quicker work
    - Uses data from all departments to inform the entire company
    - Partners with Data on larger strategic projects
    - And learn his #1 most important tip for visualizing data across teams
  • Could personalised technology give you that extra 10%?
    Could personalised technology give you that extra 10%?
    Iain Sinnott: Sales and Marketing Director, VanillaIP Recorded: Jan 29 2019 31 mins
    Key Takeaways:

    Technology is constantly evolving, and businesses are becoming more and more dependent on technology to run their businesses efficiently.

    Technology is transforming businesses and disrupting entire industries. One of those industries that has been heavily affected is sales.

    From prospecting to closing, today’s mobile, social, big data, and cloud technologies are revamping the sales process in ways that would have been unthinkable only a few decades ago.

    As a result, many sales organizations are embracing new technologies to drive productivity, profitability, and competitive advantage to revamp the sales process.

    With that in mind, here’s a look at some of the technological tools organizations are using to streamline the selling process:

    -Big Data
    -Social Platforms
    -Sales Force Automation Systems
    -Cloud-based CRM Technology
    -Mobile technology

    Reasons to Attend:

    -Why individuals need to be involved in the choice of business productivity tools
    -The different benefits different users derive
    -Why learning to work with salespeople is the best way for buyers to avoid white elephants

    Technology is constantly reinventing and improving, and the world is being constantly reinvented around it.
  • CRM In practice at Accounting firm Shaw Gibbs
    CRM In practice at Accounting firm Shaw Gibbs
    Fran Kidd, Business Development & Marketing Manager Recorded: Jan 28 2019 6 mins
    Hear about how this leading accountancy firm chose Workbooks, the integration between Workbooks and CCH, how they can now quickly report on sales and marketing activities to make informed decisions and ensure they focus on activities that win business.
  • Marginal Gains to Improve Outcomes as a Sales Leader
    Marginal Gains to Improve Outcomes as a Sales Leader
    ISM Fellow: Ian Moyse Apr 25 2019 10:00 am UTC 30 mins
    Key Takeaways:

    •Key metrics to address to transform a sales team
    •What the board wants to see
    •How to make a positive personal impact


    Reasons to attend:

    In today’s selling world, Sales Leaders often hit roadblocks, start new roles and need to make an impact and find it harder and harder to make their mark. Ian Moyse has achieved success in firms running large multi-national teams, smaller startup’s needing to ramp and in joining companies needing sales fixing or acceleration and speaks often on fundamental approaches to driving sales growth and performance. If you take one new idea or focus away, it is with your 30 mins to attend this webinar.
  • Perspectives on Leadership - An Interview with Lark Will, eBay
    Perspectives on Leadership - An Interview with Lark Will, eBay
    Lark Will, eBay Apr 25 2019 6:00 pm UTC 39 mins
    CCNG's Executive Director - Magnet Program, Lon Hendrickson, interviewed Lark Will of eBay regarding her "Perspectives On Leadership." Watch this interview as Lark shares her insights and experiences relating to omnichannel and how to ensure brand consistency across all channels.
  • Drive Loyalty and Engagement with Core Customer Experience Competencies
    Drive Loyalty and Engagement with Core Customer Experience Competencies
    Joseph Michelli, Chief Experience Officer, The Michelli Experience May 1 2019 6:00 pm UTC 47 mins
    Join CCNG and best selling author Joseph Michelli as we discuss how to drive loyalty and engagement to achieve an outstanding customer experience.

    Outstanding customer experiences don’t happen by default. They are the result of well-designed products and processes that consistently meet needs, reduce effort, and deliver memorable moments.

    During this interview, Joseph will explain the essential competencies needed to deliver outstanding experiences to every customer, every time – no excuses. He will share context and tools to elevate the experience of your internal and external customers by focusing on and integrating people, process, and technology.
  • Part 2: Personal Development Essentials - How to Create an Effective Plan
    Part 2: Personal Development Essentials - How to Create an Effective Plan
    ISM Leader: Ruta Misiunaite May 2 2019 10:00 am UTC 30 mins
    Reasons to Attend:

    Have you set yourself a quality goal and you get the things started, but you’re don’t know where to start? Well then, it sounds like you’re in need of some help building a solid plan!

    During this second instalment of our Personal Development Essentials, Ruta will talk you through the importance of having a personal development plan and show you how to write an effective and actionable plan that helped her progress from being the most junior sales person in the company with no prior sales experience to one of the Senior Business Development Managers within 4 short years.

    Key Takeaways
    • Clear understanding of why having a solid plan is so important in successfully achieving your goals
    • Practical advice on how to use reverse engineering to create an effective personal development plan
    • Tips on what to do when you feel that you’re not getting anywhere close to achieving your goals or if your goals are not exciting to you anymore.
  • Part 3: Personal Development Essentials - How to Find the Time
    Part 3: Personal Development Essentials - How to Find the Time
    ISM Leader: Ruta Misiunaite May 7 2019 10:00 am UTC 30 mins
    Reasons to Attend:

    You have set yourself an exciting goal. You’ve come up with a solid step-by-step plan of how to achieve it. But you just can’t find the time in your busy schedule to work on it? You’re not alone!

    In the final installment of Personal Development Essentials, Ruta will show how she managed to find 100+ hours a year of her time for personal development whilst keeping up with her day to day activities. Make sure you find time for what’s important and sign up to this webinar now!

    Key Takeaways

    • An overview of what’s getting in the way of you achieving your goals
    • Simple mindset tricks to help you achieve your goals quicker and with more ease
    • Practical tips on how to carve out at least 15mins for personal development each day
  • Building Your CX of the Future -- Take the First Steps Today
    Building Your CX of the Future -- Take the First Steps Today
    Chris Bauserman, VP Segment and Product Marketing, NICE inContact May 16 2019 6:00 pm UTC 60 mins
    Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Your customers, and your c-suite, are pressuring you to innovate and improve. But how do you take the first step and keep on pace on your transformation -- while executing on the daily operational pressures?

    Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future.

    We will discuss:
    - New consumer research: How are your customers' expectations changing?
    - CX Maturity Model diagnostic: Where do your CX operations stack up vs. your peers?
    - Personalized next steps: What 2019 hot topics are right for you to adopt?
  • Reducing Agent Effort and Lowering AHT for a Better CX
    Reducing Agent Effort and Lowering AHT for a Better CX
    Roger Lee, Director - Customer Success, Gridspace Jun 6 2019 6:00 pm UTC 60 mins
    Providing an effortless employee experience is critical in delivering memorable customer service. How do you ensure that your customer service professionals are communicating accurate and complete information when they interact with your customers/clients? How do you know your customer service professionals are providing appropriate products/solutions to better serve your customers/clients?

    Join us for this discussion in which Roger Lee, Director - Customer Success for Gridspace, will share his thoughts on how to utilize machine learning speech analytics to provide agent assistance to improve both the employee and customer experience.
  • Incentives – following the money and addressing biases to grow profits
    Incentives – following the money and addressing biases to grow profits
    Christian Atherton (Director) and Sam Oliver-welsh (Manager) at Simon - Kucher & Partners Jun 18 2019 10:00 am UTC 75 mins
    Reasons to Attend:

    Incentives can be a powerful lever to drive sales, but it can be a challenge to get them right.

    Questions like:

    What metrics should we use? Sales? Gross Margin?
    Should we keep it simple or should we drive better outcomes more elements in a balanced scorecard?
    How much of the reward should be variable?
    Should we cap incentives?

    We think that we are rational about incentives, but actually, we all share some innate biases that could be leading to sub-optimal sales outcomes. Join us for our “Incentives - following the money” webinar to see how you can counter or even take advantage of sales biases to drive better sales performance.


    Key Takeaways

    •Insight on what metrics tend to work best
    •How thinking of incentives as a cost can lead to sub-optimal decisions
    •Learn whether incentive caps tend to be a good idea or not
    •The place and relative value of penalties vs. positive incentives
    •How to maximise the impact incentives
  • Growing sales with unified digital platform
    Growing sales with unified digital platform
    Jim Preston, Sales Director, Showpad Jun 20 2019 10:00 am UTC 60 mins
    Reasons to Attend:

    Today’s B2B buyers are more savvy and demanding than ever. They want a high quality, personalised and interactive content in real-time that will enable them to make informed buying decisions.

    Learn how a relatively new discipline, sales enablement, empowers teams with the tools, content, knowledge and skills to boost engagement with buyers resulting in improved returns. Furthermore, understand how digital alignment from CRM to marketing automation and sales tools, is essential for success empowering real-time activity and reporting through AI.

    Key Takeaways

    Understand how ‘Sales Enablement’ together with Digital Transformation help your organisation to:

    - Boost Sales and ROI through a centralised end-to-end platform that aligns Sales and Marketing.
    - Adopt a buyer-first approach by creating personalised, buyer-driven content in real-time to boost engagements and results.
    - Reduce cost and drive efficiency with AI-driven search, recommendations and integrated IT infrastructure.
  • How To Build High Performance Sales Teams That Make More Sales In Any Economy
    How To Build High Performance Sales Teams That Make More Sales In Any Economy
    Gavin Ingham: ISM Fellow Jul 2 2019 1:00 pm UTC 60 mins
    Reasons to Attend:

    This #IAM10 High-Performance Teams webinar will help you to build world-class teams that are more motivated, more focused and more productive.

    Are your teams frazzled, constantly fire-fighting and drowning in day-to-day challenges? Do they struggle to find time to focus on their most important tasks? Does it sometimes feel like Groundhog Day where your people seem to be going through the motions, day after day? Do you feel like a small percentage of your people are on fire and the rest is just smoldering, lacking that important spark of motivation, commitment, and passion?

    Key Takeaways

    What could you achieve in your business if your teams were more motivated, more focused and more productive? What if you could light the touch paper and stand back and watch them ignite?
    Attend this webinar for more.
  • 10 tips for maximising your win rates
    10 tips for maximising your win rates
    Jon Williams, Managing Director, Strategic Proposals Jul 4 2019 10:00 am UTC 60 mins
    Reasons to Attend:

    •75% of Buyers say that proposals are the critical part of their decision-making process and therefore critical to winning business for many sales teams
    •Majority of clients and prospects are disappointed with the proposals they receive
    •In fact, according to recent research, most buyers think they could write better proposals than their bidders!

    Key Takeaways

    •Understand latest industry thinking
    •Leading insights into buyers
    •10 tips for maximising your win rates by ensuring your proposals are the best
    •Best practice examples


    Written proposals are a key part of winning business for many sales teams. Yet salespeople often find the process for responding to an RFP frustrating – and clients report being disappointed in the tenders they receive. According to Strategic Proposals’ most recent survey, the majority of buyers think they could write better proposals than their bidders!
    Join our July 4th webinar with Jon Williams, the managing director of Strategic Proposals, to gain insight into how leading organisations ensure their proposals are the best. Jon will share the latest industry thinking, best practice examples and his top ten tips for maximising your win rate.
  • How To Help Employees Find Meaning In Work
    How To Help Employees Find Meaning In Work
    Andre Andersen, Motivational Guide and Trainer Jul 25 2019 10:00 am UTC 45 mins
    Reasons to Attend:

    Leading yourself or others, it doesn’t matter. At the end of each day, we are all looking for meaning and purpose for what and why we get out of bed every morning.

    It's an important aspect that impacts our daily lives.

    As a business and leader, you play an instrumental role in helping your employees finding purpose, and it should start with your business being 'purpose-driven' instead on 'product/solution' driven.

    Many employees feel that they are just working for a paycheck and aren’t contributing to the greater good of society.

    Without a sense of purpose, it’s difficult for employees to connect with their work and their company. Working with a sense of purpose boosts employee motivation, productivity, morale, and overall job satisfaction.

    Key Takeaways

    - What is purpose or meaning?
    - How do I find it?
    - How can I help others to find it?
    - Why should I care?
  • Why membership is the new revenue generating community
    Why membership is the new revenue generating community
    Gordon Glenister, FISM Jul 30 2019 10:00 am UTC 60 mins
    Reasons to Attend:
    If you want to find a way to create a great sales funnel and community to develop long-lasting relationships, provide a regular revenue stream and opportunities to up and cross-sell then this is the webinar for you. Many of the major brands like Netflix, Amazon Prime, and Linkedin all have very successful membership models, find out how it can work for your business


    Key Takeaways

    •Are you membership ready – the different types to consider
    •How to create a membership programme
    •Understanding the importance of member engagement
    •Why they join, why they leave
  • Combining  #3brainselling with Neuroscience to accelerate growth
    Combining #3brainselling with Neuroscience to accelerate growth
    Mark Erskine: ISM Fellow Aug 27 2019 10:00 am UTC 60 mins
    Reasons to Attend:

    Understanding brain development since caveman times provides the key to influencing others especially given the massive advances in neuroscience over recent years which has taken the art of persuasion beyond psychology into brain chemistry. The Reptilian brain, the Limbic system and the Neo Cortex can be likened to your “Gut”, “Heart” and “Head” brain. These three brains transmit data constantly to each other when we make decisions but if we want sales success we must first understand our own preferences by using behavioural profiling and then diagnose which of these dominates the customers brain to stimulate sales, increase conversion ratios and shorten sales cycles.

    Key Takeaways

    •Understand how the human brain has developed and how to use this in sales
    •Discovering your own behavioural brain preferences is the critical first step to managing your selling style
    •Learn what techniques stimulate which part of the brain and how to leverage them
    •Understand why selling has to stimulate each part of the brain to ensure success
    •Learn why so many training methodologies and programmes are too one dimensional to succeed.
  • The Science of B2B Sales
    The Science of B2B Sales
    James Isilay, CEO & Founder, Cognism Aug 29 2019 10:00 am UTC 45 mins
    Reasons to Attend:

    Imagine if you knew the formula for outbound success.

    Attend the Revenue AI: The Science of B2B Sales with James Isilay CEO of Cognism and you will! Learn how you can use a simple formula to improve your outbound B2B marketing and sale.

    Key Takeaways

    •Areas of AI in Sales & Marketing
    •Impact of AI in Sales & Marketing
    •Benchmark with conversion rates
  • Lack of Pipeline: The Number 1 Reason You Are Not Hitting Quota
    Lack of Pipeline: The Number 1 Reason You Are Not Hitting Quota
    ISM Fellow, Steve Burton Sep 24 2019 10:00 am UTC 30 mins
    Let’s face it… selling isn't easy. Sometimes it seems easier to lure a ravenous lion with a lettuce leaf than hit your monthly sales target. Even the best, most seasoned salespeople will feel pressurized from time to time and result in them not hitting the target. It’s this pressure that spawns excuses – excuses that detract attention away from a salesperson’s performance (or lack of it).

    I hate hearing excuses; it feels like people are trying to blame others rather than accepting their own failings. But what are the top excuses you’ll hear from a salesperson?
  • Motivating Millennials
    Motivating Millennials
    Nazma Qurban, Chief Revenue Officer, Cognism Oct 8 2019 10:00 am UTC 60 mins
    In 2017, millennials comprised 35% of the UK workforce. By 2020, they are projected to represent an astounding 50% of the total global workforce.

    They bring wants and needs which differ greatly to previous generations, and hold more bargaining power than ever before in the labour marketplace.

    With that in mind, companies and business leaders need to be made aware of how to harness that power in their favour. Nazma Qurban, Chief Revenue Officer at Cognism, has built a high-performing sales team that is made up of 98% millennials.

    In this inspiring and insightful webinar, Nazma will demonstrate how to motivate millennials – by being a mentor, not a manager.

    Key Takeaways

    •Why understanding millennials is key to your business’s future success
    •Identifying misconceptions about this generation and demonstrating why they are incorrect
    •How millennials have been integral to Cognism’s growth and success
    •How to create an honest, transparent and inclusive working culture that millennials thrive in
  • How to generate B2B leads with international digital marketing
    How to generate B2B leads with international digital marketing
    Xabier Izaguirre, Head of Planning, Oban International Oct 24 2019 10:00 am UTC 45 mins
    Reasons to Attend:

    Oban has helped several clients across various sectors and has learned a few tips and tricks to influence the whole lead generation process: from setting out a strategy based on audience insight to write content and promote it online.

    This is an opportunity to gain some basic insight into how marketing departments can increase the rate and efficiency in generating leads for sales departments.

    Key Takeaways

    •Ways to understand your audience better and prioritise countries
    •Techniques to generate content ideas to attract more prospects to your site
    •Whether capturing date is always better
    •Best practice in data capture
    •How to use paid media to drive users to your site
  • Essential sales skills needed to succeed in the construction industry
    Essential sales skills needed to succeed in the construction industry
    Stella Dixon: Training Manager, Aggregate Industries Dec 9 2019 11:00 am UTC 30 mins
    Key Takeaways:

    A suggested approach to developing commercial skills in Business Graduates in the construction industry.

    Reasons to attend

    Commercial awareness is one of the key attributes cited by many employers as being essential to employability, but unfortunately, one that many people seem unable to demonstrate. It comes up time and time again in job advertisements, discussions between recruiters and on careers guidance websites. But what does 'Commercial Awareness' really mean, and how can you develop it?