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Customer Success

  • DCX Series [Ep. 5]: Is Artificial Intelligence Ready for Primetime?
    DCX Series [Ep. 5]: Is Artificial Intelligence Ready for Primetime? Robin Gareiss, President & Founder, Nemertes Research Recorded: Oct 4 2018 49 mins
    All the rage these days is about AI, or artificial intelligence. Enterprise and business leaders do not rate AI as the most transformative technology for their Digital Customer Experience (DCX) strategies, but it's near the top. In this webinar, you'll learn:
    *What is the top transformative technology and why?
    *What are the adoption plans for AI in companies' DCX strategies?
    *How are companies using AI in the contact center, to measure customer success, and to engage customers?
    *What are the key benefits--and they key problems--with AI?
    *Which AI technologies do companies plan to use?

    We look forward to sharing this information with you!
  • Developing a Digital CX Strategy - An Interview with Greg Cummings
    Developing a Digital CX Strategy - An Interview with Greg Cummings Greg Cummings and David Hadobas Recorded: Oct 3 2018 6 mins
    The digital customer experience is moving at a rapid pace. Many of us have engaged in the digital conversations taking place, but how are you addressing CX in this digital age? Are you looking ahead and planning for the future? We need to begin now to develop a strategy so we are prepared to address customer concerns via social, mobile, and more. Watch this brief 5-minute interview with Greg Cummings as he shares some highlights of our upcoming webinar on October 16th.

    To register for the live webinar, click on the "Attachments" box below, then click the link to register.
  • Location data: The secret to really knowing your customer
    Location data: The secret to really knowing your customer David Bairstow, SVP Product Management, Skyhook Recorded: Oct 3 2018 60 mins
    Where are your target customers going, and how are they spending their time and, more importantly, their dollars? Location data and intelligence – not just on how consumers are interacting with your brand but also with your competitors – is key to crafting a killer consumer experience and reaching them when and where their hearts and minds (and wallets) are ready to be captured.

    From foot traffic patterns and location visits to frequency analysis, custom venue visit analysis offers powerful, actionable insights to companies looking for a competitive edge in a crowded field. Learn how to capture new customer interest, keep older customers coming back, and boost your market share when you join this VB Live event!

    Register for free now!

    During this webinar you’ll learn how to:
    * Boost engagement with location-based consumer insights and competitive intelligence
    * Gain insight into the behavioral patterns of customers and prospects
    * Apply the best use of location data for your business

    Speakers:
    * David Bairstow, SVP Product Management, Skyhook
    * Sheryl Jacobson, Principal Consulting Strategy and Analytics, Deloitte Consulting LLP
    * Stewart Rogers, Analyst at Large, VentureBeat (Moderator)

    Sponsored by Skyhook
  • The Impact of CRM in the Relationship Era
    The Impact of CRM in the Relationship Era Director of Demand Generation, ProsperWorks - Harvey Rañola Recorded: Oct 1 2018 29 mins
    If you’ve ever wondered about the return on your CRM investment, this webinar is for you. We’re taking a deep dive into the results from a recent survey and crunched the numbers to see how using a CRM has helped:

    • Reduce the number of hours spent on data entry per week
    • Improve team collaboration on closing deals
    • Decrease the time it takes to follow up with prospects and customers
    • Increase business revenue
    • And more...

    Watch the on demand webinar today and see how your business stacks up!
  • Calm Operational Chaos and See Cloud More Clearly in Your Contact Center
    Calm Operational Chaos and See Cloud More Clearly in Your Contact Center Greg Cummings and Wade Myers Recorded: Sep 25 2018 56 mins
    Join us for an interactive discussion where you can ask key questions and take away practical recommendations for calming the chaos in your contact center.

    Every modern contact center seems to struggle with common challenges including:

    *Applying interaction data to improve customer experience and retention
    *The quarterly "wrangling" of operational costs
    *Maintaining quality performance standards across decentralized teams

    Keeping all these "balls" in the air makes it hard to think strategically about how to generate greater efficiency and value. Don't miss this conversation as we work to minimize the chaos so you can see the overall picture more clearly.

    Greg Cummings - Greg has 20 years of industry experience in consulting, operations, and contact centers -- helping to drive process improvement through an outcomes based methodology. He is currently Manager Global Channels with NICE inContact.

    Wade Myers - Wade has 10 years of experience in voice and data recording solutions for a wide variety of industries focused on solutions high in quality, ease of use, and customer satisfaction.
  • Why brands like Amazon are using “dumb” bots for smart service
    Why brands like Amazon are using “dumb” bots for smart service Abinash Tripathy Co-Founder and Chief Strategy Officer, Helpshift Recorded: Sep 20 2018 61 mins
    Reportedly, 44% of Americans would rather scrub a toilet than call customer support. And heeding that cry for help back in 2016 or so, companies across the land stepped up to the plate, taking customer service from the phone to texting and messaging with AI-powered, NLP-reliant smart chatbots that could tell jokes, offer small talk, place taco orders, and more.

    Where those messenger bots fell down, though, was in actually understanding customer intent and delivering on-point customer service. So companies were left with frustrated customers who’d still rather get a root canal than talk on the phone, but left with a broken messenger-based solution that only made the experience worse.

    The answer: Make bots "dumber," to make customer service smarter. Simpler rules-based chatbots are easy to implement, easy to use, 99-percent effective web and mobile-based messenger apps that don't try to hold conversations — they just solve customer service issues, fast.

    To learn more about why companies like Amazon are dumping the NLP bots and going all-in on a new generation of rules-based chatbots, don’t miss this VB Live event!

    You’ll learn:
    * The difference between NLP and rules-based bots and why it matters
    * Why companies like Amazon are turning away from natural language processing-driven bots to rules-based bots
    * How to deliver mobile and web-based customer service that works, using the right bots.
    * How rules-based bots make the customer journey more effective

    Speakers:
    * Abinash Tripathy, Co-Founder and Chief Strategy Officer, Helpshift
    * Mitch Lee, Manager, Credit Karma and Co-Founder, Penny
    * Leslie Joseph, Principal Analyst, Forrester Research
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by Helpshift
  • WAN Economics: The Business of Disrupting Your WAN
    WAN Economics: The Business of Disrupting Your WAN John Burke, CIO and Principal Research Analyst, Nemertes Research Recorded: Sep 19 2018 59 mins
    Digital Transformation initiatives often hinge on providing new and exciting services to staff or to customers across the WAN and the Internet. Engineering a WAN for continuous and more rapid change is key to enabling ongoing transformational efforts. And yet, for most companies, the WAN is among the pieces of the infrastructure hardest to change, both for technological reasons and due to the constraints on link provisioning by carriers.

    This webinar will focus on how SD-WAN provides the WAN that Digital Transformation efforts require, through its combination of centralized policy management, automation, zero-touch provisioning, and the ability to work with many links across differing media from different providers.

    Moreover, all of this puts renewed focus on choice of platform and on the economics of wide-area networking: How much does it cost to connect a site to a WAN? What technologies are easiest, fastest, best performing? Which vendors provide the best technology, service, and value?

    The webinar will also debut data from the Nemertes 2018-19 WAN Economics Research Study, including MPLS, Ethernet, wavelength, and Internet service costs; enterprise users’ ratings of their connectivity providers and data on their ability to deliver, and deliver on time; and a peek at the updated Nemertes Enterprise SD-WAN cost model.
  • Embrace Digital Disruption at Clydesdale & Yorkshire Bank
    Embrace Digital Disruption at Clydesdale & Yorkshire Bank Madeleine Linden, Senior Manager, Research and Root Cause Analysis at CYBG | Laura Wasson, Research Manager at CYBG Recorded: Sep 13 2018 52 mins
    Listen to CYBG how they are finding new ways to listen to the voice of the customer, accelerate change, and improve their customer experience at every touch-point. And by doing so, engage a much younger audience, millenials and generation Z. A stellar example of digital transformation and a success story how banking of the future looks like.
  • How To Get More Customers
    How To Get More Customers Peter Strohkorb Recorded: Sep 11 2018 54 mins
    B2B Sales and Marketing Specialist Peter Strohkorb describes why and how every business now needs to apply push and pull selling techniques in order to win more customers.
    Peter will reveal the ten Action Items you need to have in place to be successful.
  • A CCNG Member Interview with Daniel Weiss
    A CCNG Member Interview with Daniel Weiss Daniel Weiss / David Hadobas Recorded: Sep 10 2018 3 mins
    Take a look at this brief video interview with CCNG member Daniel Weiss as he shares his thoughts about participating in a recent CCNG networking event at the Coca-Cola customer operations center in Charlotte, NC. Listen as Daniel discusses the high level of interaction and engagement that took place, and how willing everyone is to share with the group.
  • Insights to Action- Scale Account-Based Marketing Success
    Insights to Action- Scale Account-Based Marketing Success Jim Regan Recorded: Sep 5 2018 32 mins
    Join us as Jim Regan, CMO and Co-Founder of MRP, discusses how Account Based Marketing and Predictive Analytics are converging to deliver actionable triggers that transform your customers’ experiences forever.

    Jim will share his perspectives on why utilizing machine learning to make predictions on prospects’ buying patterns and using those predictions to inform your content strategy has shown greater results and how to turn these insights into a scalable ABM campaign.

    Here’s what you’ll learn from this webinar:
    • Why predictive analytics should inform and operationalize your ABM strategy
    • How MRP closes the loop on integrated ABM strategies so clients can identify and replicate high performing tactics, all on a global scale.
    • How centralized insights can enable a consistent content strategy by target account

    Register now!
  • CRM at Amstore Innovation
    CRM at Amstore Innovation Praddy Vela, Commercial Director at Amstore Recorded: Sep 3 2018 3 mins
    Praddy Velas, Commercial Director at Amstore explains how Workbooks CRM has helped Amstore
  • Voice of the Customer: Breaking Survey Mentality
    Voice of the Customer: Breaking Survey Mentality Nate Brown, Co-Founder, CX Accelerator Recorded: Aug 14 2018 59 mins
    Consumers are not as likely to fill out surveys as they once were. Survey programs across all industries are struggling to obtain both the quantity and quality of data required to make intelligent decisions. Does this mean that customers are providing less feedback to organizations? Hardly! Feedback is happening all around in new and exciting ways. It’s time that we evolve our ability to listen. Learn the best ways to capture unstructured feedback and take your Voice of the Customer program to the next level!
  • Customer Feedback Perspectives - An Interview with Nate Brown
    Customer Feedback Perspectives - An Interview with Nate Brown Nate Brown, Co-Founder, CX Accelerator and David Hadobas, President and CEO, CCNG Recorded: Aug 10 2018 4 mins
    Do you survey your customers? Are you getting the quality or quantity of data that you did in the past? How do we evolve to break the survey mentality and tap into the "treasure trove" of data? Watch this 4-minute interview with Nate Brown as he shares some highlights for an upcoming live webinar on August 14th.
  • CRM for Law Business Research
    CRM for Law Business Research Ron Doobay - CTO, Law Business Research Recorded: Aug 7 2018 4 mins
    See how Workbooks CRM helps Law Business Research (LBR) improve their business processes - CRM for Media & Publishing
  • UCC Series [Ep.7]: Can You Stream Me Now? Streaming Video Across the Enterprise
    UCC Series [Ep.7]: Can You Stream Me Now? Streaming Video Across the Enterprise Irwin Lazar, VP & Service Director, Nemertes Research Recorded: Jul 26 2018 36 mins
    While many organizations record meetings and stream live town-hall broadcasts, the growing availability of video cameras in PCs, laptops, and mobile devices is enabling anyone to create and share their own video, either on-demand or live. But how do companies enable video broadcasting while ensuring compliance with governance and security controls, and the ability to meet video's performance needs?

    Join us for this informative webinar in which we'll share:
    • The current state of enterprise video content management and content distribution deployments
    • How to implement a successful governance strategy for video assets
    • How to support video streaming for mobile users, those on virtual desktops, and across wireless networks
    • What vendors are highest rated by their customers

    We look forward to sharing this information with you!
  • Omni-Channel Support: What Emerging Channels Should You Adopt?
    Omni-Channel Support: What Emerging Channels Should You Adopt? Noel Roberts, CTO and VP of Marketing, Aria Solutions Recorded: Jul 25 2018 62 mins
    Gartner says that by 2022 contact centers will be handling 12 customer channels on average. Some are emerging and some are shrinking…Which channels you adopt will depend on your specific situation. Join Noel Roberts, CTO at Aria Solutions, to learn about industry trends and understand what your peers are doing to support omnichannel.
  • Quarterly Update: Disruptive Technologies
    Quarterly Update: Disruptive Technologies Johna Till Johnson, CEO & Founder, Nemertes Research Recorded: Jul 25 2018 32 mins
    Blockchain. IoT. Quantum computing. AI. You've heard it all. Which technologies are truly disruptive, and will change the way enterprise technologists work in the next 3-5 years?

    Join Nemertes' CEO and Resident Futurist Johna Till Johnson for a quarterly update on disruptive technologies for 2019 and beyond.
  • Case Study - Russell Finex
    Case Study - Russell Finex Rob O'Connell - CEO Recorded: Jul 17 2018 5 mins
    Why not see for yourself how Workbooks helps one of it's customers in the manufacturing industry
  • Member Insights and Feedback - Omnichannel Support
    Member Insights and Feedback - Omnichannel Support David Hadobas, President and CEO, CCNG and Noel Roberts, CTO and VP of Marketing, Aria Solutions Recorded: Jul 6 2018 3 mins
    We invite you to participate in our member feedback regarding omnichannel support and emerging channels. Listen to this 2 minute video and take a moment to answer 3 questions. Then register and join us for the live discussion on July 25th.
  • Wake Up HUMAN EXPERIENCE Professionals! It's time for a REBOOT!
    Wake Up HUMAN EXPERIENCE Professionals! It's time for a REBOOT! Roger Lee, Founder and Principal Evangelist, Contact Center Advocates Recorded: Jun 27 2018 62 mins
    What do Uber, Starbucks, United Airlines, Wells Fargo, and Southwest Airlines have in common? They are all working on repairing their brand and customer experience reputations.

    We are halfway through 2018 and it's time to reflect and adjust course. There have been so many daily events that impact our corporate and personal brand that it is important to pause, reflect, and determine what we want to do and be as human beings.

    Roger Lee, aka Dr. WFO, Founder and Principal Evangelist for Contact Center Advocates, will share how some of these world events have and will impact people, process, technology, and strategy as we continue to provide customer service and customer experience moving forward.
  • Case Study - Knowledge Transfer Network
    Case Study - Knowledge Transfer Network Iain McGregor - Director Recorded: Jun 26 2018 5 mins
    Why not see for yourself how Workbooks helps one of its customers
  • Comment concilier RGPD et collecte d’insights ?
    Comment concilier RGPD et collecte d’insights ? Emma Dano Marketing Manager, Vision Critical | Fabienne Assi Regional Senior Insight Consultant, Vision Critical Recorded: Jun 25 2018 34 mins
    Le 25 mai 2018 est LA date idéale pour parler de protection des données clients. En effet, c’est le jour de la mise en application du nouveau Règlement Général sur la Protection des Données (RGPD). Mais qu’est-ce que cette nouvelle norme implique exactement lorsqu’on est dans une démarche collaborative de co-création de produits/services, ou d’amélioration de l’expérience client ?

    Découvrez dans ce webinar comment recueillir des insights à travers une communauté privée et sécurisée qui respecte les préconisations du RGPD et qui vous permet d’être au plus proche des besoins de vos consommateurs.

    AU SOMMAIRE :
    Comment engager vos clients dans un dialogue continu et développer une relation vraie et authentique avec eux ? – Retour sur le succès des insight communautés.
    En quoi la nouvelle réglementation améliorera le processus structurel de collecte des données, permettant aux entreprises d’avoir une vue à 360° des données clients ?
    Quelles sont les conseils concrets pour mettre en place une gestion de votre insight communauté qui est conforme avec les droits de vos membres ?

    Ne perdez pas de temps et inscrivez-vous à ce webinar pour découvrir en quoi le RGPD est une réelle une opportunité pour améliorer votre expérience client.
  • Contextualisez les données du Big Data en intégrant les insights clients à votre
    Contextualisez les données du Big Data en intégrant les insights clients à votre Aurore Pothain Consumer Insight Manager, SALOMON | Philippe Havard Consumer Data Manager| Matthieu Perrin VP Client Recorded: Jun 20 2018 41 mins
    Proposer une expérience client omnicanale de qualité est un objectif clé pour l’ensemble des entreprises. Découvrez comment Salomon, spécialiste des articles de sports outdoor, relève le défi d’une meilleure approche clients en adoptant une vue unifiée et à 360° de sa connaissance clients.

    Lancée en 2015, la communauté Salomon Research a permis au leader de réussir son repositionnement et de développer de nombreux produits en collaborations avec ses clients. L’ambition de Salomon ne s’arrête pas là. Le leader mondial a adopté une stratégie de connaissance clients à 360° visant à connecter l’ensemble des données clients de son écosystème (données d’attitudes, d’émotions, d’intentions, CRM, programme de fidélité…) pour être au plus près des attentes de ses clients.

    Participez à ce webinar et découvrez comment Salomon :
    - Collecte des feedbacks uniques et de qualité grâce à la relation authentique bâtie avec ses clients permettant ainsi d’expliciter les angles morts des Big Data ;
    - Centralise ses données dans un espace unique pour enrichir les profils de ses clients et avoir une meilleure visibilité sur sa base de connaissance clients ;
    - Améliore les échanges avec ses clients grâce à une segmentation précise et des campagnes mieux ciblées.

    Philippe Havard, Consumer Data Manager, et Aurore Pothain, Consumer Insight Manager chez Salomon, vous présenteront les clés pour comprendre comment contextualiser les données du Big Data au travers d’une approche de connaissance clients unifiée et plus agile. Accompagnés des experts Vision Critical, ils répondront à toutes vos questions en fin de session.
  • Best Practices for Developing a Digital Customer Experience Strategy
    Best Practices for Developing a Digital Customer Experience Strategy Greg Cummings and John Irey Oct 16 2018 6:00 pm UTC 60 mins
    What are companies with superior customer experiences doing differently? Join industry leaders John Irey and Greg Cummings as they share the strategy behind an effective omnichannel customer care success model. Participate in a discussion on how self-service, AI, and digital tools are shaping the customer journey and how to leverage that knowledge to build a better digital plan. Benefit from shared examples of the best and worst attempts at omnichannel and get equipped with the tools necessary to build your own strategy.

    Greg Cummings - Greg has 20 years of industry experience in consulting, operations, and contact centers -- helping to drive process improvement through an outcomes based methodology. He is currently Manager Global Channels with NICE inContact.

    John Irey - John, a contact center Principal Consultant at Mindsight, is an 18 year veteran assisting in the full life cycle of contact center engagements. His experience in both solutions and deployment engineering roles gives him deep insight into the strategy behind developing an omnichannel contact center solution for every business need.
  • How To Get More Customers
    How To Get More Customers Peter Strohkorb Oct 17 2018 9:00 pm UTC 54 mins
    B2B Sales and Marketing Growth Specialist Peter Strohkorb describes why and how every business now needs to apply push and pull selling techniques in order to win more customers.
    Peter will reveal the Ten Action Items you need to have in place to be successful.
  • Disruptive Technologies: A Quarterly Update
    Disruptive Technologies: A Quarterly Update Johna Till Johnson Oct 23 2018 3:00 pm UTC 30 mins
    Blockchain, quantum computing, quantum encryption, and more: A look at the technologies shaping our future
  • The 7 Most Common Mistakes in Sales & Marketing Alignment
    The 7 Most Common Mistakes in Sales & Marketing Alignment Peter Strohkorb Oct 24 2018 8:00 pm UTC 49 mins
    We have been talking about Sales & Marketing Alignment for for a long time, yet we STILL see THE SAME SEVEN MISTAKES being made.
    This webcast describes all 7 mistakes and offers a solution to each.
    Highly informative and engaging. RECOMMENDED !
  • Leveraging AI to boost customer acquisition, engagement, and retention
    Leveraging AI to boost customer acquisition, engagement, and retention Grant Langston, CEO, eharmony Oct 30 2018 5:00 pm UTC 60 mins
    Your instincts are good — but AI can make them flawless. With AI, every time a customer engages with your brand, you’re making that moment really count.

    Add AI powered predictive analytics to ensure the right message at the right time, targeting is accurate and high-value, and customer support is proactive. Automate chat-based customer service, and give your agents more info off the top. Level up the shopping experience by offering the right products at the right time — and add contextual conversation to narrow their choices down.

    Customers want this kind of service and attention. And if you can’t deliver, they’re going to find the company that can. So don’t miss this VB Live event, where you’ll learn more about being relevant to your customers, making their engagement meaningful, and more!

    Register now for free!

    Attend this webinar and learn:
    * How AI levels up personalization and customer engagement
    * How to use AI-fueled data analytics to create tactical marketing plans.
    * How to create personalized moments without being creepy
    * How to increase real and effective relevance to customers across channels

    Speakers:
    * Grant Langston, CEO, eharmony
    * Brian Witlin, CEO, Yummly
    * Stewart Rogers, Analyst at large, VentureBeat
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by Drift
  • Mobilizing Your Workforce - How mobile apps are changing the way we connect
    Mobilizing Your Workforce - How mobile apps are changing the way we connect Brandon Rowe, Sr Manager - Product Marketing, OpenText Oct 30 2018 6:00 pm UTC 60 mins
    Let’s face it … we can no longer abide by the working rules of yesteryear. The new generation of contact center agents have grown up using mobile devices, and that means companies need the ability to quickly communicate with their agents and provide a real-time, two-way communication stream. To be successful, organizations need to engage their employees with a WFM mobile app. Empowering your agents with a mobile app leads to a better work-life balance, enhanced communications, and a streamlined scheduling process.

    This webinar will explore the impact a mobile app can have on your contact center agents, business, and customer experience.
  • Can you deliver the personalization your customers demand?
    Can you deliver the personalization your customers demand? David Hardtke, Director of Advertising Science, Pandora Nov 6 2018 6:00 pm UTC 60 mins
    Consumers often trust influencers more than they trust you.They’re savvy, those consumers – they can smell “targeted advertising” from a mile away, and they’re really not interested in it. But they’ll listen to recommendations from their peers, and they trust the integrity of the influencers they follow to never steer them wrong when it comes to brand buy-in.

    In a world where consumers are smarter, live streaming makes TV ads irrelevant, and ad blockers are de rigueur, influencer marketing – when you do it right – means making meaningful connections, building trust, and securing loyalty.

    What does “right” mean? Don’t miss this VB Live event where you’ll learn how influencers can improve your brand reputation, how to build authentic relationships with the right influencer for your brand, and the mistakes to avoid at all costs.

    Register now for free!

    Attend this webinar and learn:
    * How influencers and customers drive brand reputation and how they differ.
    * The relationship between PR tactics and community voice
    * Real-world tactics used by brands to overcome PR nightmares
    * How to create an influencer marketing plan that retains authenticity and believability
    * How real brands think about influencers + consumers as a strategy to strengthen their bottom line

    Speakers:
    * David Hardtke, Director of Advertising Science, Pandora
    * Deep Varma, VP of Engineering Trulia
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by Cvent
  • Empowering Your Agents with CTI and Omni-Channel Widgets
    Empowering Your Agents with CTI and Omni-Channel Widgets Johannes Fischer Nov 13 2018 7:00 pm UTC 60 mins
    Contact centers are evolving, allowing customers to self-serve more complex tasks without agent involvement. But when agents must step in, customer experience suffers due to limited access to critical information.

    Join us for this live webinar as we discuss how best-in-class organizations are building a unified customer engagement center through the use of softphones and omnichannel widgets - where agents are empowered to focus on the business processes to better serve their customers.
  • Why You Need to Kill the Marketing/Sales Handoff
    Why You Need to Kill the Marketing/Sales Handoff Jonathan Gladbach, Director of Marketing; Kate Gollogly, Sr. Sales Director; Molly Babbington, Director of Sales Nov 14 2018 7:00 pm UTC 60 mins
    Having trouble with making sure all of Marketing leads are followed up on? Do you find it hard to meet your Lead SLA? Sales leaders such as yourself often put a lot of pressure on ensuring a smooth handoff between Marketing and Sales teams. Unfortunately, this firm handoff isn't the best experience for your customer.

    Customer expectations in both B2B and B2C are evolving. They expect consistent communication and conversation at all stages in the buying cycle. Even before entering the Sales cycle, they want their questions answered and concerns addressed. At the same time, response rates for old communication channels are decreasing. Simply engaging customers with Drip emails isn't enough anymore. Both Marketing and Sales need to change the way they operate.

    Join Hustle leaders Molly Babbington, Director of Sales, Jonathan Gladbach, Director of Marketing, and Kate Gollogy, Senior Director of Sales to learn how they ran joint Marketing and Sales campaigns through text message with 85% response rates and 20% conversion rates to meetings.

    You'll Learn:

    - How to properly use SMS messaging to prospects at the very top of the funnel to quickly qualify leads and create interest.
    - Ways to avoid disjointed customer experience between marketing campaigns and sales.
    - Methods to successfully reactivate dead leads with a simple conversation.
  • In WFM Apps We Trust!
    In WFM Apps We Trust! Brandon Rowe, Sr Manager - Product Marketing, OpenText Dec 5 2018 7:00 pm UTC 60 mins
    Attracting and retaining agents can be a cumbersome task for contact centers. In many ways, they (agents) expect a blending of their work and personal lives. A WFM mobile app keeps agents engaged, provides a better work-life balance, and ensures time management and collaboration, while giving supervisors and analysts the ability to quickly identify problems and take action to ensure proper staffing and service levels are met.

    Join us as we discuss how intraday management with a mobile app is helping contact centers to connect and empower their agents.
  • How a Mobile App Enhances Your Contact Center Strategy
    How a Mobile App Enhances Your Contact Center Strategy Ben Couch, Solutions Architect, OpenText Jan 9 2019 7:00 pm UTC 60 mins
    Intraday management is one of the highest priorities and most demanding tasks for contact center managers. Mobile self-service provides supervisors with the tools needed to quickly adapt to unexpected changes, manage all aspects of schedules, and better communicate with their agents.

    During this webinar we will demonstrate how to use the mobile app from a managerial and agent point of view, and show how agents can view/change schedules, manage preferences, receive push notifications, shift trade, and more.