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Customer Success

  • A Discussion with Greg Alcorn, President of GCS
    A Discussion with Greg Alcorn, President of GCS
    Greg Alcorn Recorded: Mar 13 2019 14 mins
    View our discussion with Greg Alcorn, President of GCS, about his new book focused on applying “soft skills”. It’s loaded with mostly personal examples, helpful hints, and common-sense principles. The subjects and principles apply to ALL types of relationships – friends, family, and business.
  • 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.
  • 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.
  • 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
  • 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.
  • Sell More & Faster: B2B Sales Acceleration Techniques you can use right now!
    Sell More & Faster: B2B Sales Acceleration Techniques you can use right now!
    Peter Strohkorb Recorded: Jan 9 2019 49 mins
    This webinar is ideal for B2B Business Owners, Salespeople and Sales Leaders who want to quickly fill their sales pipeline and accelerate their sales results with field-proven techniques.

    Secure your attendance now!
  • How a Mobile App Enhances Your Contact Center Strategy
    How a Mobile App Enhances Your Contact Center Strategy
    Brandon Rowe, Sr Manager - Product Marketing - WFO; and Daryl Gonos, Principal - WFM Sales and Marketing Recorded: Jan 9 2019 52 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 discuss 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.
  • CRM for Soak.com
    CRM for Soak.com
    Ilyash Dedat, Director of Customer Services Recorded: Jan 9 2019 7 mins
    See how Workbooks have helped Soak manage their customer enquiries process.
  • How to Make Your Business a Customer Magnet
    How to Make Your Business a Customer Magnet
    Peter Strohkorb Recorded: Dec 19 2018 59 mins
    If you are a B2B business owner or run a B2B business and want sustainable sales growth then this is a must-see webinar for you!

    Peter Strohkorb, international expert on customer centricity in sales and marketing (smarketing) outlines the ten customer touch points that will make or break your business.
  • Disruptive Technologies: A Quarterly Update
    Disruptive Technologies: A Quarterly Update
    Johna Till Johnson, CEO & Founder, Nemertes Research Recorded: Dec 19 2018 30 mins
    Quantum computing. Quantum cryptography. What are they?

    Find out why vendors like IBM, Microsoft, Intel, and others are placing a bet on these technologies, and what they mean for enterprise technology.

    Join Nemertes' CEO and resident futurist Johna Till Johnson for a quarterly update on these disruptive technologies.
  • Reimagining the Contact Center with Bots & AI
    Reimagining the Contact Center with Bots & AI
    Abinash Tripathy, Co-founder, Helpshift Recorded: Dec 13 2018 62 mins
    Bots, artificial intelligence, and messaging — cost-effective, easy-to-implement automation technology —- is gaining a major foothold in customer service organizations, and the impact is palpable. Contact centers are on track to shrink by 50 percent in the next three years as routine tasks are taken over by faster, efficiency-saving bots that can triage requests, boost customer satisfaction, and offer an 8.6 percent increase in profit margin per customer.

    These technologies are also making it easy to tap into the gig economy, which is producing a growing supply of tech-savvy labor for companies that also saves costs. For workers, it means flexible arrangements with low barriers to entry, plus more satisfying employment, now that the grunt work has been eliminated by automation.

    AI and automation is set to level up the workforce, the economy, and your bottom line. For a closer look at the long-term implications of automation, how to invest in the brave new world of work, and more, don’t miss this VB Live event!

    Attend this webinar and learn:

    * The workforce implications of customer service bots
    * How bots and employees can work side-by-side
    * What smart companies are doing to lay the groundwork
    * Future of work - what does it look like?

    Speakers:

    * Abinash Tripathy, Co-founder, Helpshift
    * Peter Ryan, Principal Analyst, Ryan Strategic Advisory
    * Stewart Rogers, Analyst-at-Large, VentureBeat
    * Dilan Yuksel Moderator, VentureBeat

    Sponsored by Helpshift
  • CRM for Accountancy - Why you accountancy practice need CRM
    CRM for Accountancy - Why you accountancy practice need CRM
    Colin Abercrombie, Partner, French Duncan Recorded: Dec 11 2018 49 mins
    In this webinar Colin Abercrombie, a partner at the Glasgow accountancy firm French Duncan discusses the (mis) understanding of CRM and how their journey with CCH CRM powered by Workbooks has helped the firm focus on the bigger picture:

    A single client view
    - Prospect and cross-sell effectively
    - Identify new service opportunities
    - Eliminate time spillage
    - Assure engagement compliance
  • Hustle for the Win: Analytics for Political Campaign Success
    Hustle for the Win: Analytics for Political Campaign Success
    Joe Gallagher, Director of Data Science at Hustle and Erica Pearson, CSM at Periscope Data Recorded: Dec 6 2018 48 mins
    Many organizations use data to improve, however many sectors (including the political campaign space) have a much harder time capturing and analyzing data. Hustle is a texting tool that empowers organizations to have personal, human-to-human conversations at scale. Hustle has not only been able to leverage data to improve product experience, but has gone a step further to provide unique analytics opportunities for their customers.

    Join our webinar on Thursday, December 6 at 11 a.m. PT to hear Joe Gallagher, Director of Data Science at Hustle, discuss how Hustle is using analytics to empower organizations to engage their users and achieve desired actions.

    In this webinar, Joe will discuss:
    - What data challenges Hustle faces
    - How Hustle helps their customers track campaign performance against goals
    - How embedding analytics added value for Hustle’s customers
    - How Hustle uses data to improve product performance and customer outcomes
  • Best Practices to Increase Self-Service Success on Your Support Portal
    Best Practices to Increase Self-Service Success on Your Support Portal
    David James, Director, Product Marketing, Coveo Recorded: Dec 6 2018 37 mins
    It’s no surprise when it comes to resolving issues and finding information, customers prefer self-service. And organizations prefer it because it dramatically reduces support costs. But if you want to make great self-service a reality on your support portal, you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

    Join us for this live webinar to learn the 6 best practices to increase self-service success & boost case deflection.

    In this webinar, we will:

    -Dive into what great self-service looks like and show you the formula for creating relevant support experiences
    -Share case study examples of successful support portals and communities using Coveo
    -Answer questions about AI-powered search capabilities

    If you’re a Customer Service Innovator, a Community Manager, or interested in the latest self-service trends, you won’t want to miss this info-packed session on the the power of AI-powered search to boost customer self-service.
  • In WFM Apps We Trust!
    In WFM Apps We Trust!
    Brandon Rowe, Sr Manager - Product Marketing, OpenText Recorded: Dec 5 2018 53 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.
  • Consumers trust influencers more than they trust you
    Consumers trust influencers more than they trust you
    Amanda Brown, Senior Manager Digital Marketing, TGI Fridays Recorded: Dec 5 2018 61 mins
    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:
    * Mae Karwowski, Founder and CEO, Obviously
    * Amanda Brown, Senior Manager Digital Marketing, TGI Fridays
    * Taimoor Dar, Head of Community, Yummly
    * Stewart Rogers, Analyst-at-Large, VentureBeat
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by Obviously
  • How esports can combine old and new monetization models to reach new heights
    How esports can combine old and new monetization models to reach new heights
    Dean Takahashi, Lead Writer, GamesBeat Recorded: Dec 4 2018 60 mins
    Money is pouring into esports. There are more players, more games, more viewers, and bigger prize pools — and companies are taking note. Investment is coming from all angles, and everyone is looking for a piece of the pie. But many of the existing monetization models of esports only seek to follow the tried and true formats from traditional sports.

    There is a lot for the video game industry to learn from the legacy sports broadcast model; but there’s a catch: The video games industry uses some of the world’s most advanced interactive technology to create some of the world’s most compelling entertainment experiences.

    So why would we just do it the same way as before? The answer? We probably won’t. Not for long at least.

    In this special session, our panel of experts will unpack the old and the new of esports, and explore where genuine innovation may come from in the future. We’ll discuss how to get the most out of traditional methods, and how some companies are experimenting with new approaches to engaging with audiences and driving revenue.

    Register now to join us for free.

    Attend this webinar and learn:
    * How the current esports model stacks up against traditional sports, and where the money is coming from now
    * The new technologies that will change the existing business model
    * The difference between formal esports and personalized broadcasting — and what those differences mean for your bottom line

    Speakers
    * Jonathan Singer, Industry Strategist, Akamai
    * Robb Chiarini, Director esports, NCSA at Ubisoft
    * Dean Takahashi, Lead Writer, Gamesbeat
    * Kent Wakeford, Co-founder and COO, Gen.G

    Sponsored by Akamai
  • Make Web Experiences Personal: Use AI to Inject Relevance into Every Interaction
    Make Web Experiences Personal: Use AI to Inject Relevance into Every Interaction
    Simon Langevin, Product Manager, Coveo Recorded: Nov 29 2018 36 mins
    Manually personalizing your digital experience for every website visitor is near impossible. Having your team track, update, and deliver the most relevant content, the moment it’s needed, is just not feasible. This approach can lead to inconsistent and unreliable experiences for customers, places unnecessary burdens on marketing and web teams, and significantly increases cost of operation. Smarter, automated, and more scalable technologies are necessary to both satisfy today’s relevance-seeking customers and stay ahead of competition.

    This webinar reveals best practices on how to inject relevance and personalization into your website experience. We’ll demonstrate how companies are using AI-powered search and recommendations to leverage the intent and information behind every touch point of the web journey to drive contextual and personalized experiences that:

    -Increase conversion rates by providing relevant search results
    -Increase website engagement through proactive recommendations
    -Drive higher customer lifetime value
    -Empower your marketing team with insights on your visitors’ content consumption and trends


    You’ll also get a peek at AI-powered strategies that pacesetter companies are using to deliver relevance at every touchpoint.
  • CRM at the Heart of Customer Service
    CRM at the Heart of Customer Service
    Ilyash Dedat, Director Customer Services, Soak.com Recorded: Nov 29 2018 45 mins
    Watch an exclusive interview with soak.com, a leading online bathroom retailer, where we discuss how they implemented CRM to address their customer service challenges.

    Ilyash Dedat, Customer Service Director at soak.com explains how they have implemented a CRM tool to address their customer service challenges and the benefits they have experienced as a result. Ilyash is joined by Penny Lowe, Head of Service Delivery at Workbooks, who shares her experience of the implementation of the CRM platform.
  • Perspectives on Leadership with Billie Jo Timm
    Perspectives on Leadership with Billie Jo Timm
    Lon Hendrickson, CCNG Magnet Program and Billie Jo Timm, MasterBrand Cabinets Recorded: Nov 15 2018 28 mins
    Perspectives On Leadership is an executive interview series from the CCNG Magnet Program. These one-on-one conversations with Contact Center Leaders explore their perspectives, insights, and experiences on effective leadership. Part of the CCNG Executive Perspectives webcast series.
  • Why You Need to Kill the Marketing/Sales Handoff
    Why You Need to Kill the Marketing/Sales Handoff
    Jonathan Gladbach, Director of Marketing; Molly Babbington, Director of Sales Recorded: Nov 14 2018 21 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, and Jonathan Gladbach, Director of Marketing 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.
  • Empowering Your Agents with CTI and Omni-Channel Widgets
    Empowering Your Agents with CTI and Omni-Channel Widgets
    Johannes Fischer Recorded: Nov 13 2018 56 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.
  • Buying Group Blindness: 3 Reasons Why You’re Not Closing Deals & (How To Fix It)
    Buying Group Blindness: 3 Reasons Why You’re Not Closing Deals & (How To Fix It)
    Jim Regan & Kerry Cunnigham Recorded: Nov 13 2018 52 mins
    AI makes it possible to know the B2B buyer like never before and to begin to answer critical questions about what works in attracting and engaging those buyers. B2B buying is conducted by buying teams, so why do most sales teams focus on just individual buyers?

    Join MRP and SiriusDecisions for a conversation on how switching the focus from individuals to buying groups will improve your bottom line.

    During this webinar, we will highlight these common reasons why you’re not closing deals, and how to fix it.
    •You’re not noticing group buying signals
    •You’re not acting upon these group buying signals
    •Your systems and processes are causing missed opportunities

    Register for this webinar and join Kerry Cunningham, Senior Research Director of Demand Creation Strategies at SiriusDecisions and Jim Regan, CMO and Co-Founder of MRP and learn how to avoid buying group blindness.

    Register Now!
  • Claims automation: saving costs by debunking the myths
    Claims automation: saving costs by debunking the myths
    Scott Mcgee Apr 9 2019 9:00 am UTC 60 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
    - Matthew Smith, partner, global strategy group – Insurance Sector Lead, KPMG
  • 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?