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Help Desk and Support

  • Optimizing Staffing and Scheduling with Automation
    Optimizing Staffing and Scheduling with Automation
    Wendy Fowler (Quality Service Solutions); Adam Aftergut (NICE); Megan Selva (moderator) Recorded: Oct 16 2019 49 mins
    In this webinar we will discuss minimizing or eliminating the “paperwork” drudgery of staffing and scheduling by automating these key workforce management (WFM) processes. According to ICMI research, 24% of organizations have contact center managers who are in charge of scheduling, while 75% have dedicated managers or teams to do this work. If staffing and scheduling can be addressed through automated processes, these managers would be freed to focus more on the important people and customer relations aspects of their jobs. We will explore the uses and possible ROI for these tools

    During this webinar, you will learn:

    - How much time conact center managers are spending on staffing and scheduling

    - Which processes can and should be automated to free management time

    - How you can plan and implement automation in your organization to cut wasted time and effort

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    K. Eric Gentry, Managing Principal, VTRAC Recorded: Oct 16 2019 79 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the social attacks and the current cybersecurity threat landscape.

    We’ll cover:
    •The most common social engineering attacks
    •New insights on phishing attacks
    •Top threat actors in social attacks

    Our Verizon Threat Research Advisory Center presenters will be:
    •K. Eric Gentry, Managing Principal, VTRAC
    •David Kennedy, Managing Principal, Open Source Intelligence

    And then we'll turn things over to David Kennedy, Managing Principal, Open Source Intelligence to cover:
    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com
  • Speech Analytics 101: Hours of Research in 30 Minutes
    Speech Analytics 101: Hours of Research in 30 Minutes
    Roger Lee, Director Customer Success, Gridspace Recorded: Oct 10 2019 60 mins
    We’re ready to help you evaluate the right speech analytics solution for YOUR organization. Join us on October 10 to learn all you need to know about Speech Analytics from the bottom up.

    In this 30 minute education series webinar we’ll help you get a better understanding of:

    *What you need to know as you research your options, including critical questions to ask to avoid speech analytics failure
    *How to establish a high-level business case
    *Proof of value (POV) before you buy

    Join Roger Lee, aka Professor CXi, Customer Success Leader with Gridspace, as he shares valuable insights that will help make you an informed buyer.
  • Rescue Your Service Desk with Advanced ITSM Superpowers
    Rescue Your Service Desk with Advanced ITSM Superpowers
    George Spalding, Executive Vice President, Pink Elephant Recorded: Oct 9 2019 57 mins
    Are you sensing that your service desk might be in trouble? There are many threatening issues out there that can wipe out your team if you aren’t careful. But, there are also many evolving ITSM strategies you can incorporate into your service arsenal to become a real hero for your team.

    In this webinar, get lessons directly from the spectacled IT crusader George Spalding, executive vice president at Pink Elephant. You will learn about future service desk superpowers you can use to boost performance like:

    •Enhancing vision with intelligent service KPI reporting
    •Increasing strength with iterative process design
    •Running faster with superior service automation processes
    •Increasing agility by incorporating lean practices

    We look forward to seeing you on the webinar!

    Speaker Info:

    George Spalding,
    Executive Vice President, Pink Elephant

    In addition to co-authoring the ITIL® V3’s Continual Service Improvement core volume, George Spalding was honored with the 2012 Ron Muns Lifetime Achievement Award from HDI and is one of the world’s most insightful and engaging IT Service Management and Support experts. In addition to his extensive commitment to moving the industry forward, George spent several years as a consultant to the White House on technical presentations and White House conferences. He also coordinated technical presentations for members of the President's cabinet, the Smithsonian Institute, and the Federal Bureau of Investigation. George is an ITIL Expert, the highest level in the ITIL certification program, is a regular author of IT articles and white papers, and a frequent presenter at global IT conferences and events.
  • Mafia Boy's Story: From Black Hat to White Hat and How to Secure Endpoints Today
    Mafia Boy's Story: From Black Hat to White Hat and How to Secure Endpoints Today
    Michael Calce, Lorri Jefferson, Michelle Gattuso Recorded: Oct 3 2019 47 mins
    Please join Lorri Jefferson, HP VP and Head of Software & Services Product Management, as she interviews Michael Calce (aka Mafia Boy) who is now a security expert and former computer hacker from Île Bizard, Quebec who launched a series of highly publicized denial-of-service attacks in February 2000 against large commercial websites, including Yahoo!, Fifa.com, Amazon.com, Dell, Inc., E*TRADE, eBay, and CNN. He will share his personal transformation from black hat to white hat hacker and speak about the growing security threats.

    Learn how to counteract attacks, why Michael collaborates with HP as their Security Advisory Board chairman and provides suggestions to IT.

    Also, you will learn about proactive measures you can take to reduce security risks such as isolation technology and the importance of analytics with Michelle Gattuso, HP Senior Director of Product Management for DaaS Proactive Security.
  • [APAC] Is the Cloud Transforming Security?
    [APAC] Is the Cloud Transforming Security?
    Tim Olson, VP Engineering & Andy Anchev, Director, Product Management - Menlo Security Recorded: Oct 3 2019 36 mins
    Everyone is moving to the cloud. It’s faster, scalable, seamless, agile, and less costly. Securing your infrastructure in the cloud, however, doesn’t cut down on time spent protecting applications, workloads, and data. You still need people to process alerts and manage a security solution.

    Given this paradigm, we’ve put together a webinar so you can hear from security experts as they share insights on why every business should focus on transforming their security to support their cloud transformation journey, and learn how remote browser isolation can help.

    We will share:

    - How IT teams are adopting a “Cloud First” attitude and how security should be part of this movement.

    - Why isolation is a fundamentally different approach that is transforming enterprise security architecture.

    - How core differences enable us to deliver isolation from the cloud.
  • Call Center Transformation with Unified Communication Softphones
    Call Center Transformation with Unified Communication Softphones
    Todd Carothers, CounterPath EVP of Sales, Marketing and Product Recorded: Oct 10 2019 47 mins
    The call center industry has seen increasing demand to move to the cloud for operational efficiencies, agent versatility, and increased flexibility. Can you accomplish this with the current solution you already have in place? Can you extend the value of your Aspect, Asterisk, Avaya, BroadSoft, Cisco, Genesys, or cloud-platform?

    Join us for an overview of the CounterPath Bria call center solution and how you can increase agent productivity and reduce administrator and manager headaches. Hear from Todd Carothers, CounterPath’s Executive Vice President of Sales, Marketing and Product, where he will dive into the current state of the Call Center market and best practices for the future using Bria softphone solutions.

    In this webinar, you will learn about:
    •How to mitigate and take advantage of technology changes for call centers
    • Increasing agent productivity with powerful UC tools
    • Reducing IT and administrator headaches deploying or managing a call center solution
    •CounterPath’s off the shelf and custom solutions for call centers
    • How digital SaaS solution provider, cleverbridge, was able to leverage CounterPath’s Bria call center solution to increase agent effectiveness and improve the customer experience
  • IT Transformation: How DaaS is Enhancing Employee Experiences in HP’s Workplace
    IT Transformation: How DaaS is Enhancing Employee Experiences in HP’s Workplace
    Gwen Becknell, HP IT Lead for Employee Experience Strategy & Services and Marc Bland, HP Global Services Development Recorded: Sep 26 2019 48 mins
    HP recently implemented its own Device as a Service (DaaS) solution. Join Gwen Becknell, HP IT Lead for Employee Experience Strategy and Services, to discover how DaaS transformed employee experiences, empowered the IT team, and is resulting in measurable business outcomes. Plus, hear from Marc Bland, HP Global Services Development, about ways you can get started by calculating your organization’s projected value with HP DaaS.
  • How to Differentiate Your Customer Service by Improving Your Agent Experience
    How to Differentiate Your Customer Service by Improving Your Agent Experience
    Ian Jacobs (Principal Analyst/Forrester), Alex Gadd (VP of CX/Kustomer), Gary McGrath (Success Operations Manager/Paddle) Recorded: Sep 26 2019 60 mins
    Companies spend billions each year on optimizing digital customer experiences, however, for most customers the defining experience is their human interaction (and increasingly only) with a customer service agent. But, if agents don’t have a great experience themselves, how can they be expected to provide one for their customers?

    Being a customer service agent has never been harder. Customers’ expectations are higher than ever. And companies expect their agents to improve engagement to meet these expectations, while taking less time. Yet, maximizing speed and attentiveness naturally conflict. Careful, thoughtful service can consume an agent’s time, but their KPIs are typically focused on time-sensitive metrics.

    Achieving a modern customer service experience must begin with companies enabling their service teams to deliver attentive and insightful service that ensures the agent experience aligns to the customer experience and both are equally positive.

    This webinar will break down how customer service has evolved to facilitate the increasing needs of the ever-informed consumer by empowering service teams with better processes and technology to focus on delivering the type of support that builds trust, loyalty, and ultimately economic value.
  • Building an Intelligent Self-Service Journey Map
    Building an Intelligent Self-Service Journey Map
    Neil Kostecki, Senior Product Manager, Coveo Recorded: Sep 26 2019 37 mins
    The customer community. Product information pages. Your website. The support site. How many different places do your customers visit when they are self-serving?

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

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

    - A process to create and reuse support knowledge and content in the flow of work and self-service.
    - A map of your support touchpoints and how they should leverage the context, information, and behavior other touchpoints are capturing in order to deliver relevant and consistent experiences.
    - Which metrics and KPIs you need to track for each channel to measure success and create a continuous cycle of improvement.
  • 10 Common Remote Access Errors to Avoid
    10 Common Remote Access Errors to Avoid
    Sam Heiney, Director of Product Management, Netop Tech Recorded: Sep 26 2019 30 mins
    Learn about 10 common misconfigurations that can make remote access not just slow, but susceptible to cybersecurity risks. Here, we'll cover the best practices for network security, access controls, authentication and more.
  • [APAC] Combat Phishing: How to Turn Links Into Read Only
    [APAC] Combat Phishing: How to Turn Links Into Read Only
    Jonathan Lee, Sr. Product Manager - Menlo Security Recorded: Sep 26 2019 53 mins
    99% of security breaches are initiated through email and webmail attacks. Thus, proving prevention obviously fails, and detection and response are far from guaranteed. So why try the same old failed security approaches?

    It’s time to try something that’s transforming email security—isolation. Isolation doesn’t block threats—it eliminates.

    In this webcast, attendees will learn:
    -How to combat users who are re-offenders when it comes to clicking unsafe email links and attachments
    -Need an additional layer other than a sandbox waiting for patient zero
    -The ease of deploying isolation without interfering with user experience in 10 minutes

    Save your seat to see how Isolation can help you eliminate malware and improve productivity of your employees.
  • B2B Site Search Best Practices: Give Customers What They Need, When They Want It
    B2B Site Search Best Practices: Give Customers What They Need, When They Want It
    Andrew Crowder & Lipika Brahma Recorded: Sep 25 2019 60 mins
    Are visitors looking for a needle in a haystack when they come to your website? Prospects and customers have an insatiable need for information. If they can’t find what they are looking for quickly and easily, they will stop looking and leave.

    That’s why personalized search results delivered with lightning speed are critical. Search is the most popular site function for manufacturers, and the biggest indicator of a customer’s intent to purchase from distributors. The website is now a crucial priority that directly impacts business revenue.

    Join us to learn how Acuity Brands -- the largest manufacturer of lighting and lighting control systems in North America -- completely rebuilt its search-led website in just five months and on budget. Andrew Crowder, VP of Enterprise Architecture, will share his team’s strategy for executing on a critical imperative that came with high expectations, with tips on planning, lessons learned, and what’s next for search.

    Attend this webinar and learn:

    - How to plan and execute a large search-enabled site on time and on budget
    - Why machine learning, AI and a server-less environment are key to delivering quality content for every search use case, every time
    - The efficiencies of enabling business users to manage search right from Sitecore
  • How to Embed Service to Meet Customers Where They're At
    How to Embed Service to Meet Customers Where They're At
    David James, Product Marketing Director at Coveo and Neil Kostecki, Sr Product Manager at Coveo Recorded: Sep 24 2019 25 mins
    Meaningful support interactions no longer reside just inside the Help page. They're embedded throughout all of your digital properties -- becoming part of your digital DNA -- to meet customers where they're at using personalized content based on previous successful interactions of others. In this instructive, how-to webinar we'll look at ways to embed personalized support journeys to drive case deflection and self-service success using chatbots, in-app search, personalized workflows and contextual recommendations.
  • ITSM’s Vital Role in Optimizing Cloud Management
    ITSM’s Vital Role in Optimizing Cloud Management
    Ben Perack, AWS, Cloud Management Tools; Kari Nelson, Cherwell Software Recorded: Sep 24 2019 40 mins
    Chances are, your organization is contemplating or in the process of migrating some or all of your infrastructure to the cloud. No matter where you’re at in your cloud journey, you won’t want to miss our upcoming webinar discussing the service desk’s critical role in optimizing—if not transforming—your organization’s approach to cloud management, with an emphasis on business outcomes.

    What we'll learn about:
    - Recent drivers, trends, and insights around cloud adoption
    - Why (and how) ITSM must play a role in your organization’s cloud migration strategy
    - How to ensure key ITSM processes/activities support your hybrid cloud environment
    - A hands-on demonstration of how cloud provisioning, governance, and compliance can be achieved through a centralized self-service portal
  • ServiceNow New York: NLP, GRC, ITBM Updates, and More
    ServiceNow New York: NLP, GRC, ITBM Updates, and More
    Carleen Carter, Ken Michelson, Janeen Osselborn, Meghan Lockwood Recorded: Sep 24 2019 61 mins
    ServiceNow just released their newest upgrade, New York!

    With this release, ServiceNow continues its steady trend of realistic and advantageous improvements. While they continue to focus on being a leader across all of their products, they have centralized around the three big areas; Employees, Customers, and IT.

    Check out the product-specific and platform-wide improvements such as;

    - Natural language processing takes center stage
    - OOB mobility is (finally) a reality
    - Significant improvements in ITBM
  • How Kustomer and Amazon Connect Help Bulletproof Deliver High-Touch Care
    How Kustomer and Amazon Connect Help Bulletproof Deliver High-Touch Care
    Michael Callahan (Bulletproof), Chris Bergin (Amazon Connect), Doug Jarvis (Kustomer) Recorded: Sep 19 2019 54 mins
    Bulletproof, a high-growth nutritional and wellness brand, has reimagined how it delivers customer service by adopting Kustomer and Amazon Connect for its customer care team.

    Hear how Bulletproof is leveraging the seamless integration between these two solutions to streamline transactional support conversations, freeing up more time for high-value engagements with its passionate customers without adding advocates to its customer care team.
  • ITSM 2020: Top 5 Predictions to Guide Your Service Desk Strategy
    ITSM 2020: Top 5 Predictions to Guide Your Service Desk Strategy
    Stephen Mann of ITSM.tools, Matt Klassen, Cherwell Software, VP, Product Marketing Recorded: Sep 19 2019 61 mins
    2020 is just around the corner, and it’s time to begin defining your ITSM goals, strategy, and related investments—with a focus on delivering business value. Join Kari Nelson of Cherwell Software and Stephen Mann of ITSM.tools for an in-depth discussion of the five most significant business and industry trends that will shape the service desk in 2020 and beyond.

    This webinar will explore:
    •Key shifts in both business and IT that will revolutionize the role of the service desk
    •Common barriers to embracing emerging trends and the opportunities they present
    •The imperative of shifting from an operational mindset to a business value mindset
    •How to build a practical roadmap that ensures not only the success but the very survival, of the IT service desk
  • Benchmarking: Identifying the Right Metrics and KPIs
    Benchmarking: Identifying the Right Metrics and KPIs
    Jeff Rumburg (MetricNet); Evan Dobkin (Talkdesk); Roy Atkinson (moderator) Recorded: Sep 18 2019 61 mins
    Identifying, tracking, and reporting on the right metrics and KPIs is critical for the management of the contact center. Everything from the strategic positioning of the contact center to staffing, scheduling, and operational needs depends on getting the metrics right. Benchmarking helps organizations understand where they can improve and where they are excelling compared to the competition.

    In this webinar, benchmarking expert Jeff Rumburg will discuss current statistics and best practices for measuring progress towards your contact center's goals.
  • Response Ready Strategy for Disaster Situations
    Response Ready Strategy for Disaster Situations
    Michael Maiorana, Andis Kalnins, Tammy McLean Recorded: Sep 18 2019 49 mins
    Others run from crisis, you run towards it. You are the first to respond to situations when every second counts. Responding to disasters effectively depends on active emergency preparation and deployment. Learn how Verizon’s Business Continuity Program utilizes 20+ years of technology and emergency management to assist first responders and their communities.

    Learn about:

    Crisis management
    Network capabilities
    Verizon Response Team
    NWS best practices for emergency preparation
    #OCR2019, a live action, crisis technology experience
  • How to Improve Service Delivery with SolarWinds Service Desk
    How to Improve Service Delivery with SolarWinds Service Desk
    Nate Riley, Strategic Account Executive, SolarWinds ITSM Recorded: Sep 18 2019 34 mins
    SolarWinds Service Desk is a cloud-based, multi-tenant solution for both IT service management (ITSM) and IT asset management (ITAM). Complete with ITIL functionality for incident, problem, change, and release management, Service Desk pairs a customizable service portal experience with a powerful backend for service delivery.

    In this demo, you’ll see how SolarWinds Service Desk makes it easy to:

    - Streamline incident, problem, change, and release practices

    - Simplify resolution of employee requests using AI and automation

    - Speed service delivery with time-saving workflows and ticket routing rules

    - Adopt ITIL best practices with robust technology asset data and asset management capabilities

    - Enable employees with a self-service portal and service catalog of request forms
  • Is the Cloud Transforming Security?
    Is the Cloud Transforming Security?
    Tim Olson, VP Engineering & Andy Anchev, Director, Product Management - Menlo Security Recorded: Sep 18 2019 36 mins
    Everyone is moving to the cloud. It’s faster, scalable, seamless, agile, and less costly. Securing your infrastructure in the cloud, however, doesn’t cut down on time spent protecting applications, workloads, and data. You still need people to process alerts and manage a security solution.

    Given this paradigm, we’ve put together a webinar so you can hear from security experts as they share insights on why every business should focus on transforming their security to support their cloud transformation journey, and learn how remote browser isolation can help.

    We will share:

    - How IT teams are adopting a “Cloud First” attitude and how security should be part of this movement.

    - Why isolation is a fundamentally different approach that is transforming enterprise security architecture.

    - How core differences enable us to deliver isolation from the cloud.
  • Has Your Chatbot Run Out Of Steam?
    Has Your Chatbot Run Out Of Steam?
    Andy Peart, Peter Joles, Yelena Kasianova Recorded: Sep 18 2019 45 mins
    One of the main reasons bots are failing is their lack of conversational ability.

    Brilliant bots must give users a human-like experience, therefore if you’re building a bot, you need to make sure it is able to truly handle natural language conversations.

    Many of the bots out there may work fine if you follow a linear and prescribed way of engaging with them, by asking the questions and providing information in exactly the way the bot developer intended. Unfortunately, we as humans, tend not to do this—we communicate using natural language; we branch off at tangents, we circle back, we miss out crucial facts and figures, we ask for clarifications. We want to be able to speak to bots in a human-like manner, and we want those bots to understand us.

    Join Andy Peart, CMSO at Artificial Solutions as he discusses what steps to take to create a brilliant bot. As well as, Peter Joles, who will demo a Teneo built solution.

    -

    Sign up to get a 90-day free trial with your own developer sandbox of Teneo containing all the tools needed to build, deploy and analyze advanced conversational AI solutions. Visit www.teneo.ai to get started for free.
  • IT Incident Response in Financial Services
    IT Incident Response in Financial Services
    Mike Beckett, Senior Solution Consultant, IT Alerting Everbridge Recorded: Sep 18 2019 60 mins
    In today's high demand for digital banking with the explosion of fintech, IT has no choice but deliver first class quality services and of course they need to quickly restore them when they fail. But how can IT respond to this new pressure?

    Everbridge and FinTech Futures have surveyed the industry to create a detailed view on IT response management in banking and fintech, gathering responses from a range of IT professionals in financial services, investment and banking companies.

    In this webinar, we'll look at:
    * How they do things
    *What challenges they're facing
    * What the current situation in their company is

    Join Everbridge's Mike Beckett to review and address these somewhat surprising results.
  • CCS [Ep.6]: Next-Generation Cybersecurity - Policy Process and Organization
    CCS [Ep.6]: Next-Generation Cybersecurity - Policy Process and Organization
    Johna Till Johnson, CEO and Founder, Nemertes Research Oct 31 2019 3:00 pm UTC 60 mins
    Cloud and Cybersecurity Series [Ep.6]: Next-Generation Cybersecurity: Policy Process and Organization

    Resources are finite. So deploying them wisely is what differentiates successful cybersecurity organizations from those that are less successful. Find out how these successful cybersecurity organizations are structured, what policies they have in place, and what strategies they do—and don’t—follow to protect their enterprise organizations.
  • Inside ITIL® 4 – the Digital Perspective
    Inside ITIL® 4 – the Digital Perspective
    Mark Smalley, the IT Paradigmologist Nov 5 2019 9:00 am UTC 45 mins
    How does ITIL 4 contribute to the digital enterprise?
    What is a digital enterprise, for that matter, and which digital capabilities are required?
    How does the digital operating model contribute to transforming the enterprise?
    What’s the importance of planned and emergent continual improvement in keeping up with dynamic digital demand?
    How is the role of management changing?
    Which resources and practices do ITSM practitioners have at their disposal to co-create value from digital investments?

    This talk will explore these questions and more.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Adam Harrison, Cryptocurrency Nov 20 2019 3:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •Adam Harrison, Principal Consultant, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This month's theme: Cryptocurrency

    This webinar will also cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Eric K. Gentry, Principal Consultant, PS Advisory Services Dec 18 2019 3:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •Eric K. Gentry, Principal Consultant, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!