Help Desk and Support

HDI conducts extensive research throughout the year. In this webinar, we will review our 2019 research to date, examine what it means for the industry, and suggest areas that leaders should be paying attention to, including possible courses of action. We will review the latest findings on:

•Knowledge management, including self-help/self-service
•Staffing and compensation findings, including industry health indicators
•Emerging technologies
•Consequences for metrics

Who Should Attend:

•Service desk/support center directors, managers, supervisors, and team leads interested in understanding why knowledge management and emerging technologies are the key to the future
•Support center/service desk leaders who need information about the current state of the industry

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 power of AI-powered search to boost customer self-service.

Gamification is still a hot topic within the contact center world. Most contact center leaders understand the appeal of incorporating game mechanics into their operations and can visualize the excitement and subsequent employee engagement the games will promote. Yet most contact centers still haven't implemented gamification due to the limited real world ROI information available.

Convergent Outsourcing utilizes games tied to key performance metrics and has found the program to be very successful. During this webinar, Casey Kostecka will share Convergent's gamification experience, actual metric improvement results, and ROI data.

IT teams are under increasing pressure to deliver a service experience that meet both the needs and the expectations its users. As today’s workforce comes to expect greater self-sufficiency, along with personalized and instantaneous service, IT organizations must establish a self-service strategy that elevates—if not revolutionizes—the employee experience.

In this webinar, Matt Klassen, VP of Product Marketing for Cherwell, will discuss how (and why) the employee experience has become central to mission of IT, and why the IT self-service portal must become the new “face of IT.” He will offer practical guidance on how to create an IT self-service portal that:

• Maximizes portal utilization and engagement
• Automates and streamlines the request and fulfillment process
• Provides the visibility needed to spot trends and identify areas for improvement
• Improves productivity for both IT staff and employees

Contact center leaders are facing the most demanding environment of their careers as the expectations for customer service continue to rise amid an increase in competitive threats. For these leaders and their companies, maintaining loyalty and growing their businesses means reimagining customer service.

View this session to learn how Kustomer can help you drive personalized, efficient, and effortless customer service including:

-Accelerate customer conversations and eliminate tedious questions by providing a holistic view of the customer.
-Give your customers and agents the freedom to switch between different channels as needed during a conversation for a true omnichannel experience.
-Save time and money by automating even your most complex processes using intelligent customer service software.

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.

How people work and collaborate has changed drastically over the past few years. Teams want the freedom of mobility paired with their own device. And while more work is happening remotely, they also want the option to huddle up.

Video conferencing solutions were supposed to be the answer. However, legacy solutions remain costly, clunky, and challenging for both IT and end users.

Join us Thursday, June 6th as we host noted collaboration analyst David Maldow, CEO & Founder of Let's Do Video for "5 Ways to Turn Your Modern Meeting Rooms into Productivity Powerhouses".

During this live webinar you’ll discover:
- Why meeting room video hasn’t met expectations.
- Ways that hardware and software can work together to eliminate barriers to video collaboration.
- How to modernize meeting rooms so remote workers feel like they’re there.
- How IT teams can better meet the needs of workers’ demand for flexibility

Register today!

The IT industry continues to see a high level of IT service management (ITSM) tool churn, along with the associated pain. In order to stop this cycle of tool replacement, and to achieve your goals, your IT team needs to optimize its approach to ITSM tool procurement, delivery, and use—starting with getting the ITSM tool selection process right.

Please join this webinar with Stephen Mann, of ITSM.tools, to understand how to select the ITSM tool that best fits your organization’s goals, maturity level, and budget. It will include valuable takeaways, such as:

1.The most common reasons for ITSM tool replacement
2.How create an RFP that focuses on desired outcomes, not just features and functions
3.The key capabilities required for modern—and ongoing—ITSM success

It takes an average of 11.5 weeks to onboard just one agent - and one in three agents will leave your organization within the year. The time to reimagine your approach to onboarding has never been more critical.

With a new way of thinking about onboarding agents, you can speed up time-to-competency, mitigate early turnover, and continuously build capability on-the-job, which will ultimately drive better business performance. We’ll give you 3 key principles that call center leaders, including BT Consumer, the UK’s largest provider of broadband services, are applying to their business to improve results.

Is your training making your agents feel confident or stupid? Nobody wants to feel stupid. Nobody wants to be asked a question that they don't have the answer to. By changing how you train and support your agents you can remove any feelings of inadequacy and instead help your agents be confident and successful, even when they don't know all the answers.

Join us to learn more about Mobile Device Management basics. We'll talk through what's possible with MDM and your Apple devices, best practices for enrollment and management, and discuss the value of the App ecosystem to provide the best experience for your end users or customers.

In this age of instant gratification and rapid fulfillment, consumers expect to find what they want quickly. How can retailers become agile and quick-moving while facing fierce competition? While handheld computers, scanners and rugged devices are being used for inventory management and other functions in the retail environment, the path to higher organizational productivity and competitive edge, lies in transforming retail processes without having to reinvent the wheel. By empowering these devices with portable phone capabilities, retailers can future-proof their employee communications and provide a better standard of support to their customers.

Co-presented by industry leaders Honeywell and CounterPath, this webinar highlights how voice and messaging solutions when integrated with handheld computing devices improves communication, employee productivity and the customer experience. Learn how advanced voice solutions transform handheld computing devices into an extension of the existing corporate phone system. Incorporating voice and messaging functionality with handheld and scanning devices improves the ROI by delivering new and increased functionality.

Key learnings:
• Emerging trends in mobile and handheld computing for retailers
• How VoIP and Messaging solutions are enhancing customer satisfaction and employee productivity
• Benefits of Unified Communications as part of an omnichannel strategy
• How VoIP solutions increase the ROI for mobile computing solutions
• How to remotely deploy and manage your voice and messaging solutions across your handheld devices from a centralized provisioning platform.
• Using VoIP and Messaging to increase retail loss prevention effectiveness

On Tuesday, May 28th, CSM Practice Lead, Ajay Gautam, and ServiceNow Architect, Richard Norton, are teaming up for a ServiceNow Customer Service Webinar to teach you how to revolutionize your customer experience.

- Find out what your customers are looking for
- Learn about customer frustrations (and how to prevent them) plus the customer journey and business drivers
- Get insight on how ServiceNow CSM can help you
- Review a handful of CSM use cases we see with our clients

Configuration Management Databases play an important role in Service Transition and Operations. However, IT organizations tend to find a challenge in maintaining and supporting a Functional CMDB.



In this webinar, we'll discuss tested effective methods to keep your CMDB Healthy. Configuration Management and its role (recap / reminder).



What makes a CMDB functional?
Success factors that contribute to the maintenance of a healthy CMDB.
How can ITIL v4 help to empower Configuration Managers?

Solve tech problems and keep employees IT happy with HP Tech Café Walk-up Center, an center that offers face-to-face support from trained customer engineers. It’s an onsite location for employees to resolve issues that arise due to today’s ever-growing mix of devices and peripherals, new software, and security risks.

The anytime, self-service vending and storage solution. With Tech Café Market your employees can have instant access to accessories and loaner devices, so they can be more productive and get back to work quickly.

Technology makes us all more efficient - until something goes wrong. Ensure your employees are always tech ready with HP Tech Cafe Market, a 24/7 self-service solution, and HP Tech Cafe Walk-up Center, a customized space for face-to-face support

CCNG conducted a survey of its members to see how they measure the cost of attrition. The findings surprised us!

Join us for this webinar as we learn from your peers how to properly measure attrition costs, and discover what steps you should take to prepare your organization to address this chronic problem.

During this webinar with Ron Davis of Tenacity, we will discuss:
*What your peers are doing to measure the costs of attrition
*Key errors to watch out for when you calculate your costs
*A framework that any executive can use in order to comprehensively measure the costs of attrition

Is agent morale a top challenge for your team? Pizza parties, contests, and ping pong tables are fun, but they’re not enough to move the needle. Even leaders with the best intentions tend to struggle to get agents to bring their best selves to work each day. The result? Disengaged agents, poor service, and frustrated customers. It doesn’t have to be that way! Join us on May 22 to find out how you can practically refine your people, process, and technology strategies to overcome some of the common obstacles to high morale and engaged employees.

During this webinar, you will learn:

- The counterintuitive reason why motivation is a top challenge for contact center agents.
- A critical link between agent morale & empowerment that's vital to delivering extraordinary customer experiences
- How Five9 Genius™ Intelligent Cloud Contact Center can empower your agents, helping you transform both the employee and customer experience

Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.

Knowledge management is more critical than ever. Advanced technologies, such as virtual agents, chatbots, and AI, require that organizations have knowledge organized and accessible to the “smart machines.” One of the goals of knowledge management is to provide self-help for customers and end users. Organizations want to provide this kind of assistance, for reasons including ongoing cost savings and reducing contact demand on the service desk, but many have been met with mixed results, especially in terms of adoption.

What if, regardless of where users are—in a collaboration tool, on an intranet site, or elsewhere—knowledge was readily available and provided guided help through virtual agents, chatbots and other advanced technologies? The whole experience of accessing and consuming knowledge would be different, empowering people to get on about their work seamlessly.

In this webinar, we’ll discuss 3 steps you need to consider to successfully integrate advanced technologies and knowledge management to raise the level of self-help support in your organization:

1. Adopt foundational AI capabilities focused on improving context and relevancy
2. Deliver knowledge experiences rather than knowledge articles
3. Make self-service available from collaboration platforms, websites, self-service portals, and more.

This webinar will help you form your strategies and set your goals for the acquisition and use of emerging technologies.

The buzz around Deep Learning and Big Data have led many decision-makers to believe that Machine Learning alone can recognize intent and provide proper responses without human supervision. Real-world experience proves otherwise.

Our unique patented hybrid approach is flexible and allows enterprise personnel to use linguistic tools to train an AI Assistant into more than an advanced FAQ bot, even without data. Thus collected data from multiple sources is used as context to optimize the solution’s ability to carry on natural language dialogs, embodying the tone, personality, and other attributes consistent with the company’s brand.

Join Tim Bartz, EMEA Presales Consultant at Artificial Solutions as he demos Teneo's Hybrid capabilities.

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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.

We hear a lot about ensuring our customers have an "effortless" experience. But what about our agents? How do we ensure our agents have the tools and information they need to maximize their time while engaging with a customer?

Watch this brief 7-minute video where CCNG's David Hadobas and Roger Lee, Director Customer Success for Gridspace, discuss some key points for an upcoming live webinar on June 6th. Reserve your seat now and bring your questions so you can be be part of the discussion!

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?

Join Cherwell and Moogsoft for a webinar discussing how ITSM can be extended beyond simple ticketing to cover new collaborative ways of working. Integration of human expertise and AI-powered automation is the new reality in the network management center. Changes to processes and models are required to support the complexity and accelerating rate of change of modern IT infrastructures. As ongoing digital transformation drives increasing expectations of IT performance, a new multi-vendor IT Operations toolchain is emerging.

Today we’ll discuss:
•What is AIOps and how it’s defined by analysts
•How to solve key challenges in an organization using AIOps
•How to move key initiatives forward using AIOps

This webinar is brought to you by the Vivit Testing Quality ALM Special Interest Group (SIG).

Join this webinar that will demonstrate how BNP Paribas started and performed evaluation of ALM Octane and is now using the tool to run complete agile testing lifecycles. The testing lifecycle will be presented as a live demo that follows Behavior-Driven Development (BDD) methodology and uses Gherkin notation for defining test suites.

The testing lifecycle starts with definition of requirements and user stories, heavily builds on test automation and advanced reporting, manages and synchronizes defects across tools, and feeds learnings from testing back into the requirements. It uses an integrated development and testing infrastructure including products like Confluence, Jira, Micro Focus ALM, Micro Focus ALM Octane, Jenkins, GIT, Cucumber, IntelliJ, TestCafe, and others.

BNP Paribas’s journey with agile test automation using ALM Octane started in 2017. The webinar presents in a nutshell how evaluation of ALM Octane was approached and conducted. It explains how new methods were introduced with the objective to leverage full tool functionality. The initiative has soon helped to increase testing efficiency and created important business value.

Webinar participants will learn:

• How BNP Paribas has conducted evaluation of ALM Octane
• Why ALM Octane is much more than just a successor of ALM/Quality Center
• How ALM Octane eases flexible management of its entire surrounding tool chain
• Why methodology like BDD shall precede tools, and not vice versa
• How Gherkin establishes a common language for the entire agile development lifecycle that helps integrating business, development, and testing
• How to use ALM Octane for pipeline management, reporting, defect synchronization, import of performance testing and BPT results, integration of in-sprint testing etc.