7 Deadly Sins of Customer Service in Prepaid

Paul Logan, CEO of Contact Solutions, and hosted by Marilyn Bochicchio, CEO of Paybefore
According to Forrester Research, better customer experience (CX) can be worth millions in annual revenue to card programs and to companies like yours. Yet, the customer experience discussion has barely even started in Prepaid. This webinar kicks it off. Topics include:

• Why customer service needs to be at the top of your agenda
• Seven customer service sins in prepaid that create barriers to business success
• Customer service lessons learned from the leading brands
May 31 2012
49 mins
7 Deadly Sins of Customer Service in Prepaid
Join us for this summit:
More from this community:

Health IT

Webinars and videos

  • Live and recorded (695)
  • Upcoming (18)
  • Date
  • Rating
  • Views
  • Malware today is very different from just a few years ago. Traditional AV technology is no longer able to consistently and fully remediate or defend against today’s most advanced threats. New and emerging threats such as ransomware, social engineering driven attacks and micro variant financial threats are just some examples of difficult to remediate infections. This presentation will take a look at the malware landscape and explain why these tactics are so effective against traditional AV technology. We will examine three specific families of infections and highlight their tactics to evade detection and what issues occur with remediation. Lastly, we will talk about Webroot’s innovation and how our SecureAnywhere AV solution is capable of defending against, and remediating today’s most advanced threats.
  • Today’s Health IT leaders face a difficult task in handling mobile device security and policy compliance, particularly given the mobile transformation happening in healthcare today. Driven in part by the adoption of new care models like remote patient monitoring and telemedicine, and the Bring Your Own Device, or BYOD trend, the consumerization of IT is driving end-user demand for ubiquitous access – to networks, to clouds, to applications, to everything – from any device, anywhere at any time.

    In this webinar, we will highlight the challenges of mobile device security, management and policy today. We will consider the issues faced by Health IT teams when managing different operating systems across a myriad of devices, some of which are user-owned. Finally we’ll look at how Juniper Networks solutions address a broad spectrum of security and end-user experience issues, as we walk through a day in the life of a mobile clinician. Register now to attend!
  • Did you know that the majority of all web attacks occur at the website or web application layer? Can you see attackers threatening your public web applications right now?

    Join Juniper security experts, Pete McMullen & Ben Griffin for a 60 minute Junos WebApp Secure (JWAS) and Spotlight Secure overview and LIVE DEMO to learn how Juniper can protect your web assets from the largest Internet security threats known!
  • Forty-four states, DC and four territories have adopted the Common Core State Standards (CCSS). This means that school districts across the country are planning for 100% online assessments during the 2014-2015 school year. One of the most important conditions needed for being able to administer online assessments is network infrastructure readiness.
    Attend this 30-minute webinar and join Gavin Lee, Senior K-12 Business Development Manager at Juniper Networks, to discuss the critical network must-haves that all school districts should consider when looking to deploy a robust and supportable network. You will also receive practical guidance on how to get the most out of your network infrastructure and how to best prepare for the CCCSS assessments:
    • Consortia network infrastructure
    • Wired and wireless network capabilities
    • Robust network security
    • Network support readiness
    • Juniper Networks network infrastructure readiness resources
  • Heartbleed is not an exploit you want to ignore as an IT professional. It exposes passwords and cryptographic keys, and requires not only that you patch OpenSSL for each of the services using the OpenSSL library, but also that you replace the private keys and certificates so that attackers won’t be able to use any of the data compromised by the vulnerability. The simplicity of the exploit makes it powerful. It appears that over a half million websites are vulnerable.
    In this session we'll cover:
    What you need to know about the Heartbleed vulvnerability
    How to detect it using AlienVault USM
    How to investigate successful Heartbleed exploits
  • SharePoint 2013 features a new app model that allows you create easy-to-use, lightweight web applications that integrate popular web standards and technologies to extend the capabilities of a SharePoint website. Join our live webcast for an overview of Microsoft’s new SharePoint app model and learn:

    • How to configure app development for SharePoint on-premises
    • How developers can kick-start app development using SharePoint Online
    • What the differences are between provider-hosted and autohosted apps for SharePoint
  • As most IT Pros are aware, as of April 8th, 2014, Microsoft will stop releasing security patches for Windows XP. Unfortunately, most folks will not be able to migrate all Windows XP machines by that deadline. How will you limit the security risks posed by these now vulnerable assets? Join us for this webinar outlining practical strategies to help you cover your assets.
    In this session we'll cover:
    The primary attack vectors you need to consider
    Immediate actions you can take to limit the exposure of your XP assets
    Warning signs to watch out for that could signal an attack
    How to closely monitor your vulnerable assets with AlienVault USM
  • Join this unique roundtable chat with three InfoSec Professionals who have recently climbed the BYOD mountain and come back down to share their stories. We’ll discuss the industry and regulatory differences, managing user expectations of privacy, legal implications and technical pitfalls in this 60 minute Security Leadership Series webinar, brought to you on April 10, 2014 at 1PM Eastern in partnership with Capella University.
  • Virtual Desktop Infrastructure (VDI) is now a mature technology that is being adopted by organizations with increasing popularity. However, the user community who needs high-end graphics capabilities in their work (such as 3D modelling and simulations) were somewhat skeptical about the capabilities and performance of VDI with applications using 3D graphics, compared to the performance they can expect from a physical PC or workstation with a dedicated GPU. Recent advances in VDI help make this performance gap narrower by providing the capabilities for either a pool of virtual desktops (shared GPU) or, to a specific virtual desktop (GPU pass through), depending on the user requirements.

    Join Teradici for a deep dive on Graphics Processing Unit (GPU) deployment options for VMware Horizon View and walk away with the GPU knowledge to increase productivity and accelerate your application performance in your virtual environment. In this webinar, we will discuss GPU technology related to Virtual Shared Graphics Acceleration (vSGA),Virtual Dedicated Graphics Acceleration (vDGA) and Teradici PCoIP Hardware Accelerator deployment options available today. We will also explore how using PCoIP Hardware Accelerator in combination with a GPU allows you to expand and enhance your VDI deployment to provide a rich and interactive graphical experience across a broad set of use cases and ensure application performance.

    Key Takeaways
    • Understand the graphics acceleration options for VMware Horizon View
    • Learn how PCoIP Hardware Accelerator complements GPU implementations to improve 3D application performance
  • Virtual Desktop Infrastructure (VDI) is now a mature technology that is being adopted by organizations with increasing popularity. However, the user community who needs high-end graphics capabilities in their work (such as 3D modelling and simulations) were somewhat skeptical about the capabilities and performance of VDI with applications using 3D graphics, compared to the performance they can expect from a physical PC or workstation with a dedicated GPU. Recent advances in VDI help make this performance gap narrower by providing the capabilities for either a pool of virtual desktops (shared GPU) or, to a specific virtual desktop (GPU pass through), depending on the user requirements.

    Join Teradici for a deep dive on Graphics Processing Unit (GPU) deployment options for VMware Horizon View and walk away with the GPU knowledge to increase productivity and accelerate your application performance in your virtual environment. In this webinar, we will discuss GPU technology related to Virtual Shared Graphics Acceleration (vSGA),Virtual Dedicated Graphics Acceleration (vDGA) and Teradici PCoIP Hardware Accelerator deployment options available today. We will also explore how using PCoIP Hardware Accelerator in combination with a GPU allows you to expand and enhance your VDI deployment to provide a rich and interactive graphical experience across a broad set of use cases and ensure application performance.

    Key Takeaways
    • Understand the graphics acceleration options for VMware Horizon View
    • Learn how PCoIP Hardware Accelerator complements GPU implementations to improve 3D application performance
  • Channel
  • Channel profile
Up Down
  • What's Eating your Margins? How to Increase Profitability in Prepaid Recorded: Jul 18 2013 62 mins
    Profits from running prepaid programs are often elusive and hard to capture. Tim Sloane of Mercator highlights key findings from his prepaid program profitability model and Justin Lemrow of Contact Solutions talks about the importance of customer care in achieving sustainable profits.
  • The Role of Contact Center Self-Service in Successful Banking Strategy Recorded: Mar 28 2013 57 mins
    Disruptive changes in the Retail Banking industry have forced executives to rethink age-old business models in order to survive the rapidly changing environment. Customer experience is a strategic lever that you must know how to operate to be successful. But what can you do right now?

    Learn how other executives using customer experience and the call center to beat the mounting pressures to do more with less. In this webinar, you will learn:

    - What you're missing in your vision of banking channels
    - Why a tight focus on mobile might undermine your customer experience strategy
    - What your peers say about the role of the contact center in the future
  • Black and White and "Red" All Over: The CFPB Complaint Database Recorded: Sep 27 2012 59 mins
    The CFPB Complaint Database Could Be the Best Thing to Happen to Prepaid This Year. Curious? Learn more in this webinar from Forrester Research, Inc., and Contact Solutions.

    The prepaid card industry is becoming more regulated, which means it is a crucial time for prepaid card providers to focus on customer experience.

    With the Consumer Financial Protection Bureau (CFPB) now publicly sharing individual-level consumer complaint data on financial services companies, your business – and your customer experience – must be prepared for this public scrutiny.

    In this informative, 60-minute webinar, Contact Solutions and Forrester Research will examine the importance of customer experience in the increasingly regulated prepaid card environment. We will share practical advice about how improved customer experience in the prepaid industry can help reduce regulatory scrutiny and how your business can turn the process from a business threat to a competitive advantage.

    Guest speaker Megan Burns of Forrester Research, Inc., a leading expert on customer experience, and Justin Lemrow of Contact Solutions, a thought leader schooled in the discipline of continuous improvement, will present case studies, best practices and lessons learned from other industries that will provide you specific strategies and tools to take back to your company today.
  • The “Friction-Free” Self-Service Challenge Recorded: Sep 11 2012 47 mins
    When customers call your company, they have a single objective in mind: Fast, frictionless results. They equate “service quality” with quick resolution of their problems by a live agent. If they are put on hold, confronted with confusing options or delivered to an individual who is not “up-to-speed” with their requirements, they think less of your company and its brand.

    Customers equate satisfaction with reaching a live person. Yet our research and empirical data show that what customers really want is fast, friction-free resolution of their specific problems – whether its on a Web site, mobile app, voice response system or through a live agent. Achieving long-term customer satisfaction is a long-range goal that requires constant monitoring and improvement.

    Join Dan Miller, Sr. Analyst at Opus Research, and Justin Lemrow, Director of Continuous Improvement at Contact Solutions, as they discuss how to strike the right balance between automated self-service and human assisted care in order to achieve high-levels of customer satisfaction at relatively low-levels of expense. Their observations will be grounded in the benchmark findings from a financial services company that conducts constant quality assessments of how well the company recognizes and resolves each customer’s intent, interaction and perception.
  • 7 Deadly Sins of Customer Service in Prepaid Recorded: May 31 2012 49 mins
    According to Forrester Research, better customer experience (CX) can be worth millions in annual revenue to card programs and to companies like yours. Yet, the customer experience discussion has barely even started in Prepaid. This webinar kicks it off. Topics include:

    • Why customer service needs to be at the top of your agenda
    • Seven customer service sins in prepaid that create barriers to business success
    • Customer service lessons learned from the leading brands
  • Frost Movers and Shakers with Paul Logan Recorded: Apr 6 2012 5 mins
    Frost & Sullivan analyst Ashwin Iyer interviews Contact Solutions CEO Paul Logan
  • Customer Experience: 5 Reasons Why the Cloud is CXier Recorded: Apr 6 2012 9 mins
    Premise or Cloud? Cloud or Premise? Not all solutions are equal when addressing the possibilities of improving the Customer Experience.

    In this short, education webcast, join Contact Solutions for a discussion with Customer Experience and Continuous Improvement expert Justin Lemrow, and learn why Customer Experience managed in the cloud is CXier.
  • Prepaid Expo 2012: Key Conference Takeaways Recorded: Mar 28 2012 12 mins
    Contact Solutions reviews key customer experience insights from Prepaid Expo conference sessions
  • Creating Coachable Moments in the IVR Recorded: Oct 25 2011 18 mins
    Coaching your agents is one of the most effective ways to improve the customer experience in your contact center. You review how they handle calls, break down the interactions, and provide constructive feedback so they can improve. Why not do the same for your IVR? Caller interaction with your IVR can influence customer experience just as much as your agents do.
    You can coach your IVR just as effectively as you coach your agents, but only if you capture enough information to measure the full customer experience.

    Join us on October 25th at 2:00 PM Eastern time for a new 30-minute webcast from Contact Solutions. In Creating Coachable Moments in the IVR we will discuss:

    -Why surveys alone can be misleading
    -3 areas you should be measure to get a complete picture of customer experience
    -Why the IVR is an important touch-point you can not afford to ignore
Insights for contact center leaders, CX professionals and executives.
Contact automation (in particular your IVR) doesn't have to be a dirty word. When applied correctly, this application can be a cost-savings tool that also delivers the same positive customer experience you expect from live agents. Join us as we address industry opportunities and reveal game-changing innovations.
Try a powerful marketing platform for your videos and webinars. Learn more  >

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: 7 Deadly Sins of Customer Service in Prepaid
  • Live at: May 31 2012 3:00 pm
  • Presented by: Paul Logan, CEO of Contact Solutions, and hosted by Marilyn Bochicchio, CEO of Paybefore
  • From:
Your email has been sent.
or close
You must be logged in to email this