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  • IT Service Management Community Update
    IT Service Management Community Update
    Harriet Jamieson, BrightTALK and Elisabeth Thomas, Launch Product Marketing Recorded: Apr 24 2019 19 mins
    Join BrightTALK's Harriet Jamieson and Launch Product Marketing's Elisabeth Thomas as they review the latest developments in IT Service Management.

    From automation to ITIL 4, Harriet and Elisabeth will be covering where ITSM is headed in the coming months.
  • Survey Says: It’s Time to Reimagine Quality Management!
    Survey Says: It’s Time to Reimagine Quality Management!
    Fancy Mills (ICMI); Lauren Maschio (NICE Nexidia); Erica Marois (Moderator) Recorded: Apr 24 2019 62 mins
    According to new ICMI research, only 16% of contact center leaders strongly agreed that their QA program was setting them up for success. Are you part of the 84% that aren’t completely sold on your QA program? If so, mark your calendar! Join us on April 24 to get an exclusive first look at the soon-to-be-released results from our recent quality management and analytics study. Whether you’re looking to benchmark your current practices against your peers, or seeking ways to refine your approach to analytics and quality management, you don’t want to miss this!

    During this webinar, you will learn:
    - What ICMI’s research reveals about the current state of quality management and analytics in the contact center
    - How contact center leaders feel about the impact and influence of quality management on their organizations
    - How you can leverage predictive analytics to take your quality to the next level

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • The Bots are coming! Overview of Virtual Agents & How They Modernize Support
    The Bots are coming! Overview of Virtual Agents & How They Modernize Support
    Rich Graves, Director of Product Management at Serviceaide Recorded: Apr 24 2019 61 mins
    Are the machines out to get you? Are they going to replace you and your colleagues? The short answer is "No", but they have the potential to change how you do your job. This primer will enable you to be informed about these changes and proactive in making your job more productive and enjoyable.

    This presentation will dive into how components of artificial intelligence are being used to create modern conversational support experiences today. Learn about the differences between chatbots and virtual agents, discuss scenarios where virtual agents excel, and how virtual agents can improve key support metrics such as MTTR and customer satisfaction.
  • Make Support Personal: Inject Relevance Into Every Interaction
    Make Support Personal: Inject Relevance Into Every Interaction
    John Ragsdale, Distinguished Research VP, Service Technology at TSIA & Jennifer MacIntosh, VP Customer Experience at Coveo Recorded: Apr 24 2019 32 mins
    As your business scales, manually tracking, updating, and surfacing the right knowledge to your customers in a personalized, relevant manner quickly becomes unmanageable. This can lead to inconsistent and unreliable experiences for your customers and places unnecessary burdens on your support staff. Smarter, automated, and more scalable user experiences are necessary to get ahead.

    Join TSIA and Coveo for this 45-minute, prescriptive webinar that will reveal how to inject relevance into your support experiences at every customer interaction. We’ll demonstrate how companies are using AI-powered search and insights to leverage the intent and information behind every touch point of the customer journey to drive contextual, personalized, proactive experiences that result in:

    -Improved self-service success and case deflection.
    -Coherent and unified interactions across all support channels.
    -Better content strategy and user experience decisions based on data.

    You’ll also get a peek at the AI-powered support strategies that pacesetter companies like Salesforce, VMware, and Informatica are using to achieve relevance at every touchpoint.
  • 7 Tips for Getting Knowledge Management Right for Self-Service
    7 Tips for Getting Knowledge Management Right for Self-Service
    Stephen Mann Recorded: Apr 24 2019 53 mins
    Nearly all organizations know the opportunities and benefits of effective knowledge management, yet many still struggle to achieve long-term ROI. Knowledge management initiatives can be difficult, and your organization may be facing numerous challenges when it comes to people, processes, technology, and the overall culture in your organization. To help you, EasyVista teamed up with ITSM industry leader and analyst, Stephen Mann, in a 45-minute webinar to show you how to effectively create the best possible knowledge management environment for self-service success.
  • ITIL 4: What, How, and Why
    ITIL 4: What, How, and Why
    Lou Hunnenbeck Recorded: Apr 23 2019 61 mins
    Earlier this year, AXELOS, the owners of the ITIL intellectual property, released the Foundation publication and certification part of ITIL 4. But what is it? Our speaker, Lou Hunnebeck, is one of the authors of the new foundation material and the lead editor of the “Direct, Plan & Improve” ITIL 4 publication currently being written. She will speak with us about ITIL 4 and share key information and insights.

    Expect to hear about:
    •The elements and organization of ITIL4 – books and exams
    •How ITIL 4 evolved from earlier versions of the guidance
    •Learning and Certification on ITIL 4
    •Maximizing your value from ITIL 4.

    We’ve all moved into the future. ITIL is doing the same!
  • Supporting Distance Learners Through Remote Support: The SNHU Story
    Supporting Distance Learners Through Remote Support: The SNHU Story
    Michael O’Leary (Southern New Hampshire University), Roy Atkinson (HDI) Recorded: Apr 23 2019 59 mins
    More and more students are taking advantage of online college resources, often in the form of distance learning programs. In fact, a 2018 study by the Babson Survey Research Group found that distance program enrollments have increased for 14 consecutive years. The total distance learning population is now well over 6 million students, and those students depend on robust, reliable technologies, tools, and support to enable their education.

    In this interview with Michael O'Leary, Client Services Manager at Southern New Hampshire University, learn how SNHU, which offers over 200 career-focused online college degree programs, enables student success through remote support. This webinar will feature valuable takeaways for leaders in higher education, but also for any leader in any industry that supports distributed users/customers or remote workers.

    Who Should Attend?

    Service desk/support center directors, managers, supervisors, and team leads looking for better ways to support the ever-increasing numbers of remote faculty, students, customers, or employees.
  • ServiceNow Knowledge19 Sneak Peek: How to Conquer the Conference
    ServiceNow Knowledge19 Sneak Peek: How to Conquer the Conference
    Ellen Daley, Grant Pulver, Dana Canavan, James Hamilton, Ryan Dinwiddie, Meghan Lockwood Recorded: Apr 23 2019 61 mins
    Learn how to maximize your ServiceNow Knowledge 2019 experience. This team of ServiceNow experts (and Knowledge veterans) will cover everything A-Z K19. Join this webinar to...

    - Learn tips to maximize your experience
    - Uncover the questions our clients ask us the most
    - Find out the three things you absolutely must do to ensure it's the most successful Knowledge conference yet
    - Get a preview of two of Acorio's Presentations at K19
  • Lower Service Desk Call Volume with Interactive Knowledge Experiences
    Lower Service Desk Call Volume with Interactive Knowledge Experiences
    Joseph Hurley Recorded: Apr 18 2019 32 mins
    Watch this 30-min live demo showcasing EasyVista’s innovative Self Help solution where we’ll show how you can create an interactive knowledge experience that simplifies access to the answers users need to help solve their problems on their own, resulting in benefits for end users and IT technicians alike.
  • Building a Foundation for Transformative Self-Service
    Building a Foundation for Transformative Self-Service
    Mark Floisand, Chief Marketing Officer, Coveo Recorded: Apr 18 2019 35 mins
    Self-service has proven its worth in driving case deflection, lowering overall support costs and personalizing the customer experience. But did you know that strong self-service programs are strongly correlated to business and support revenue growth, employee retention and overall agent morale?

    To truly reap all of the potential benefits of your self-service strategy, companies must go beyond short-term benchmarking and project-by-project “baby steps.” True transformation starts with a solid foundation that can grow across organizational silos and departmental barriers to deliver relevance across your self-service sites.

    Register to listen to this prescriptive session which will outline vital steps that you can undertake to transform your self-service strategy and understand the true value it is having on your business, underscored by examples from pacesetters and new research showing an opportunity for a dramatic re-think of the metrics that self-service can really impact.
  • Increase Team Productivity with the Right Communication & Collaboration Solution
    Increase Team Productivity with the Right Communication & Collaboration Solution
    Hanna Miller, CounterPath Marketing Recorded: Apr 17 2019 45 mins
    To paraphrase Paul J Meyer: “Communication is the key to success”. So in this day and age, why do so many businesses struggle with multiple, disconnected communication systems?

    Unified Communications (UC) can combine all of your communication methods into a single experience across multiple platforms, resulting in easier and more effective communications. But which solution is right for your business?

    Hanna Miller of CounterPath will outline trends in modern SMB communication, collaboration and mobility, and provide insight into how your business can benefit from cloud-based Unified Communication and Collaboration (UCCaaS) tools and services to streamline workplace communications and help solve your organization’s “Business World Problems”.

    Key learnings:
    - Current trends in unified communications and collaboration (UCC)
    - Challenges and benefits of various unified communication methods
    - Core principles of effective workplace collaboration
    - Deploying a solution easily and efficiently
  • Learn How to Build an Exceptional Conversational AI Bot
    Learn How to Build an Exceptional Conversational AI Bot
    Peter Joles, Yelena Kasianova Recorded: Apr 17 2019 46 mins
    Many bots fail to deliver enterprise ready conversational solutions and fall short of understanding inquiries.

    That's where our Conversational AI Platform Teneo is different.

    Teneo is one of the most human-like experiences available in commercial conversational AI today, providing the complex capabilities required to create the simple, intuitive experience that your customer demands, while increasing customer engagement. With Teneo, a chatbot can be trained to go beyond the typical 85% understanding mark of competitor products to deliver near perfect results every time.

    Join Peter Joles, Presales Consultant at Artificial Solutions as he demos a Teneo built financial bot called "MyBank". See in real-time how Peter adds flows to enhance the chatbots' capabilities.

    -

    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.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Ashish Thapar Recorded: Apr 17 2019 79 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the Mobile Security Index and the current cybersecurity threat landscape.

    This Month's Theme: Mobile Security Index

    Our Verizon Threat Research Advisory Center presenters will be:

    •Ashish Thapar, Managing Principal - VTRAC
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will cover:

    - The breadth and degree of the mobile security problem
    - Steps organizations are taking and why they aren't doing more
    - Impact of regulation, public Wi-Fi networks and future 5G networks

    And then we'll turn things over to David Kennedy to 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!
  • Identity Lifecycle Management in a hybrid AD environment
    Identity Lifecycle Management in a hybrid AD environment
    George Cerbone, Solution Architect, One Identity Recorded: Apr 17 2019 30 mins
    Expand your on-premise implementation of identity to the cloud and help to get IAM right. Learn how to overcome the shortcomings of native tools and streamline and automate one of the most troublesome IAM activities in a hybrid environment.
  • 7 Dumb Things We All Say (especially in customer care) - BPO veteran Greg Alcorn
    7 Dumb Things We All Say (especially in customer care) - BPO veteran Greg Alcorn
    Greg Alcorn, President, GCS Recorded: Apr 16 2019 13 mins
    We invite you to view our discussion with Greg Alcorn, President of GCS, about his new book entitled "7 Dumb Things We All Say: Smart Ways to Improve Every Relationship" which focuses on applying “soft skills”. It’s loaded with personal examples, helpful hints, and common-sense principles. The subjects and principles apply to ALL types of relationships – friends, family, and business.
  • Leveraging Knowledge & AI to Optimize the New Employee Experience
    Leveraging Knowledge & AI to Optimize the New Employee Experience
    Justin Roux Recorded: Apr 16 2019 43 mins
    Is your onboarding process taking too long? Is it overly complicated and causing a surge in calls to the service desk? Most organizations have inefficient self-service and struggle to deliver the knowledge and answers their new employees seek. But it doesn’t have to be this way. Watch our recent webinar on optimizing employee onboarding, where we explore how to deliver guided self-service to help new employees find the right answers and resources they need to be productive, easily create knowledge flows that automate knowledge access, contextual interactions, and actions with other systems, integrate with ITSM to automate catalog requests and submit support requests, and leverage chatbots and AI to provide interactive access from anywhere.
  • The Future of ITSM: The Rise of Automation, Agile, and the User Experience
    The Future of ITSM: The Rise of Automation, Agile, and the User Experience
    George Spalding, VP, Pink Elephant and Chuck Darst, Senior Product Marketing Manager, Cherwell Recorded: Apr 11 2019 57 mins
    "Digital Transformation” is one of the most popular action items IT leaders are tasked with today. The goal is to keep pace with customer demands in order to compete in a constantly changing economy. In order to support evolving technology, ITSM has progressed from reactive to proactive, in some cases utilizing pattern recognition in the form of predictive analytics (Big Data) to bypass the need for human intervention.
    Join us on this webinar to learn why taking this a step further and integrating Lean, Agile, and DevOps into your delivery system will help you achieve business value -- better services, delivered faster, and for less cost.

    Guest Speaker:
    George Spalding, Executive Vice President, Pink Elephant

    Cherwell Speaker:
    Chuck Darst, Senior Product Marketing Manager, Cherwell Software

    About George:

    One of North America’s most insightful and engaging ITSM and support experts, George is an ITIL® expert with more than 30 years’ experience in the IT industry and co-author of the ITIL V3 Continual Service Improvement core volume. George spent several years as a consultant to the White House on technical presentations and conferences. He also coordinated technical presentations for members of the President’s cabinet, the Smithsonian Institute and the Federal Bureau of Investigation. A regular author of IT articles and white papers and a sought-after presenter at global ITSM conferences and webinars, George’s winning personality captivates audiences, be it in print, over the airwaves or in person.
  • Delivering ITSM For Business Maturity: A Practical Framework
    Delivering ITSM For Business Maturity: A Practical Framework
    Beverly Weed-Schertzer - Executive ITSM Consultant, edifyIT Recorded: Apr 11 2019 43 mins
    ​We are in confusing times when it comes to adopting ITSM to deliver functional technology services to the business. ITSM seems to be out-dating itself with ever-changing operating models. This can negatively impact strategies to mature IT and the Business together. The role of IT provider over the last three decades of rapid technological advancement hasn’t adapted nearly enough to mature the company.

    You may of heard this many times - "IT must focus on aligning to the business and have a primary focus on service integration". Is your ITSM program working to achieve this focus? Most likely you are among the growing population that is failing or missing the target in order to achieve results with ITSM that ensures business quality and maturity. Listen to Beverly Weed-Schertzer as she explains a fresh perspective on ITSM from practical experiences spanning over three decades.

    Take back control of your ITSM program!
  • The Advantages of ITIL 4 in the Modern World
    The Advantages of ITIL 4 in the Modern World
    Marcel Foederer - Lead Architect Team in Axelos and ITIL Trainer at ITpreneuers Recorded: Apr 10 2019 48 mins
    What are the advantages of ITIL 4 in the modern world?

    Find out from Marcel Foederer - Lead Architect Team in Axelos and ITIL Trainer at ITpreneuers in this Future of ITSM session.
  • Why Self-Service Success Starts with a New Approach to Knowledge Management
    Why Self-Service Success Starts with a New Approach to Knowledge Management
    Justin Roux Recorded: Apr 10 2019 31 mins
    Watch this 30-minute demo to learn how EasyVista Self Help can convert your existing user-facing knowledge into intelligent knowledge flows to guide employees and customers to the answers they need, make self-service available from anywhere employees work; any website, portal, application or messaging platform, and enable omni-channel support with virtual agents, chatbots and embedded widgets.
  • Should we still be optimising ITIL for today’s digital services?
    Should we still be optimising ITIL for today’s digital services?
    Steve Morgan - Director, Syniaid IT Recorded: Apr 10 2019 34 mins
    ITIL has long been established as the de-facto framework for the management of IT services. However, the world has moved on. Our IT services are delivered differently and the tools we use to deliver them are commonly cloud-based or delivered by complex multi-vendor models.

    Like a prize-fighter, ITIL is being dusted-off for one last crack of the title, whilst new younger fighters enter the ring. Should we still be looking to optimise our processes using ITIL as a reference point? What other alternatives are available?

    This presentation will look at how to use ITIL as the basis for an effective IT operating model, and what else you ought to be looking at to successful deliver today’s complex digital IT services.
  • Decoding AI: How to Harness AI in Practical Support Scenarios
    Decoding AI: How to Harness AI in Practical Support Scenarios
    Laurent Simoneau, CTO, Coveo Recorded: Apr 10 2019 13 mins
    As support centers embrace the growing shift to self-service, and customer expectations for personalized interactions skyrocket, the ability to deliver relevant support experiences at scale has become business critical. Support leaders must turn to practical applications of AI as part of their self-service and assisted service strategies to achieve more efficient and tailored support delivery— without sacrificing the customer experience.

    In this webinar, we’ll walk through practical, real life examples of how leading support organizations are successfully leveraging AI and machine learning to transform their support operations. Join us for this session to get guidance on:
    -Which areas to focus on when it comes to implementing machine learning (ML) within your support strategy
    -How to assess your support organization’s need for AI based on the current maturity of your support delivery
    -How to evaluate the potential ROI of AI
  • How to Automate Incident Response with ServiceNow and Everbridge
    How to Automate Incident Response with ServiceNow and Everbridge
    Vincent Geffray, Sr. Director, Product Marketing, Everbridge; Bart Rys, IT Alerting Engagement Manager, Everbridge Recorded: Apr 10 2019 61 mins
    Use ServiceNow as One-Pane-of-Glass for Alerting, Resolver and Stakeholder Communications and Collaboration to Resolve IT and Cyber Incidents Faster

    IT incidents happen all the time, some more critical than others. For incidents which require urgent attention, IT experts needs to be engaged in a timely manner and different groups need to be informed. Learn how Everbridge integrated with ServiceNow helps:

    - Identify who needs to respond? Who needs to be informed of the issue? Who needs to be notified so they don't open new tickets?
    - Ensure IT teams respond and are accountable, wherever they might be?
    - Make IT teams collaboration easy and efficient, again, wherever people might be?

    In this webinar, we will provide a hands-on session on how to trigger multi-modal notifications - manually or automatically - targeting the right on-call resolvers, impacted business users and key stakeholders.

    We will also discuss how you can leverage the new MIM module brought with the Kingstone release.
  • Maximizing Your ServiceNow Investment: Strategies to Drive Platform Value
    Maximizing Your ServiceNow Investment: Strategies to Drive Platform Value
    Adam Mansfield, Brian Murphy, Jared Romaine, Meghan Lockwood Recorded: Apr 9 2019 47 mins
    In this webinar, you'll learn how to maximize your ServiceNow investment with executive strategies to drive long-term platform value. On Tuesday, April 9th, this panel of UpperEdge and Acorio executives will cover how to...

    - Strengthen your relationship with ServiceNow and/or your ServiceNow partner
    - Build a rock-solid ServiceNow roadmap to avoid common customer challenges
    - Make the most out of your time at Knowledge19, ServiceNow's largest annual user conference
  • ITSM: Self Service or a La Carte?
    ITSM: Self Service or a La Carte?
    Beverly Weed Schertzer - Author, ITSM For Business Maturity Recorded: Apr 9 2019 54 mins
    Self-Service ITSM portals are the corner stone to reducing overhead costs, promote fast tracks to customers for resolving issues, and reducing ticket volumes. It’s not that simple. Self-Service doesn’t mean cheaper and easier. Join Beverly as she discusses the benefits and drawbacks to Self Service and exploring the concept of A LA Carte options to Self-Service solutions!
  • Cherwell-Everbridge Integrated Solution to Restore IT Services Faster Than Ever
    Cherwell-Everbridge Integrated Solution to Restore IT Services Faster Than Ever
    Vincent Geffray, Sr. Director, Product Marketing, Everbridge; Chuck Darst, Sr. Product Marketing Manager, Cherwell Software Apr 25 2019 3:00 pm UTC 60 mins
    IT incidents happen all the time, from outages, application slowdowns to cyber-attacks and some more critical than others. For IT incidents which require immediate attention, IT experts must be engaged in a timely manner and different groups need to be informed and/or updated. The challenge most organizations are facing is around the coordination of IT incident response when time is of essence. For instance, how to:
    - Aggregate and manage all the relevant information centrally
    - Identify the appropriate information share with different roles
    - Ensure timely and effective response across teams
    - Enable efficient collaboration regardless of people's location

    In this webinar, Chuck Darst from Cherwell and Vincent Geffray from Everbridge will explain how the integrated Cherwell-Everbridge solution helps organizations manage, control and automate their response to IT incidents to minimize the impact on their IT professionals and on their business.
  • Perspectives on Leadership - An Interview with Lark Will, eBay
    Perspectives on Leadership - An Interview with Lark Will, eBay
    Lark Will, eBay Apr 25 2019 6:00 pm UTC 39 mins
    CCNG's Executive Director - Magnet Program, Lon Hendrickson, interviewed Lark Will of eBay regarding her "Perspectives On Leadership." Watch this interview as Lark shares her insights and experiences relating to omnichannel and how to ensure brand consistency across all channels.
  • Drive Loyalty and Engagement with Core Customer Experience Competencies
    Drive Loyalty and Engagement with Core Customer Experience Competencies
    Joseph Michelli, Chief Experience Officer, The Michelli Experience May 1 2019 6:00 pm UTC 47 mins
    Join CCNG and best selling author Joseph Michelli as we discuss how to drive loyalty and engagement to achieve an outstanding customer experience.

    Outstanding customer experiences don’t happen by default. They are the result of well-designed products and processes that consistently meet needs, reduce effort, and deliver memorable moments.

    During this interview, Joseph will explain the essential competencies needed to deliver outstanding experiences to every customer, every time – no excuses. He will share context and tools to elevate the experience of your internal and external customers by focusing on and integrating people, process, and technology.
  • 2019 Verizon Data Breach Investigations Report
    2019 Verizon Data Breach Investigations Report
    Alex Pinto May 8 2019 2:00 pm UTC 60 mins
    2019 Verizon Data Breach Investigations Report
  • Use value-stream thinking to define metrics and Automation to improve processes.
    Use value-stream thinking to define metrics and Automation to improve processes.
    Troy DuMoulin VP, Research & Development, Pink Elephant & Vincent Geffray Senior Director, Product Marketing, Everbridge May 8 2019 3:00 pm UTC 57 mins
    Today’s digital businesses face more complex threats than ever before. These range from IT services failures, application latency and outages to performance and security issues, none of which your customers will tolerate. They expect services and applications to be available 24/ 7, wherever they are, and from any device. With these digital offerings increasingly at the core of your business, ensuring good quality service must be your top priority. Therefore solving IT issues as quickly as possible is essential.

    You’ve adopted ITIL and ITSM best practices and your IT teams use lots of point solutions and processes, but are your business users getting the full value of IT? How do you make improvements? Based on what metrics? Are your processes fully integrated? Are the cross-functional teams fully collaborative? How do you measure performance?

    In this webinar, Troy DuMoulin, Vice President of Research and Development at Pink Elephant, and Vincent Geffray, Senior Director of Product marketing at Everbridge will explore:

     How to deliver on four seemingly contradictory objectives: innovation, speed, security, and compliance
     Value-stream thinking vs. framework thinking
     Lean IT and Incident Response Automation to improve end-to-end performance
     Applications for ITSM, DevOps, and agile development
  • Managing Customer Care During Viral Spikes
    Managing Customer Care During Viral Spikes
    Dave Evans - VP, Social Strategy at Khoros May 8 2019 7:00 pm UTC 45 mins
    Your customers have limited patience for disruptions to their experience with your brand—no matter what kind of viral moment your brand might be experiencing. Is your customer service team equipped to handle a viral moment-induced volume spike? Thinking through the logistically complex days of a spike in activity will positively impact your brand’s reputation.

    In this 40-minute webinar you will learn:
    - How to define what a viral moment is and isn’t
    - Learn what factors you can control in a viral moment and how
    - What happens when non-viral moment related customers experience delays
    - How tools like Khoros can help monitor and control the impact of a spike in volume
  • Windows 10 vs. Mac: The Modern Enterprise Migration
    Windows 10 vs. Mac: The Modern Enterprise Migration
    Dean Hager, CEO – Jamf & Garrett Denney, Solutions Architect – Jamf May 9 2019 1:00 pm UTC 60 mins
    Microsoft is ending extended support for Windows 7 on January 14, 2020 and it's time for organizations to make critical technology choices. After nearly a decade, Microsoft will no longer be required to put out security patches or provide support for the Windows 7 operating system (OS). 

    

In our webinar, Windows 10 vs. Mac: The Modern Enterprise Migration, we examine the options organizations have and what they need to know to make the most beneficial and economical decision ahead of the imminent Windows 7 end of life (EOL).
 


    You'll learn:

    •If a Windows 10 or Mac migration is the better option
    •How employee-choice programs are impacting migration decisions
    •Ways to securely offer Mac and Office 365 apps together

    Join us to see how the Windows 7 EOL impacts you and how you can future-proof your technology for today, tomorrow and 10 years down the road. Register now!
  • Windows 10 vs. Mac: The Modern Enterprise Migration
    Windows 10 vs. Mac: The Modern Enterprise Migration
    Dean Hager, CEO – Jamf & Garrett Denney, Solutions Architect – Jamf May 9 2019 6:00 pm UTC 60 mins
    Microsoft is ending extended support for Windows 7 on January 14, 2020 and it's time for organizations to make critical technology choices. After nearly a decade, Microsoft will no longer be required to put out security patches or provide support for the Windows 7 operating system (OS). 



    In our webinar, Windows 10 vs. Mac: The Modern Enterprise Migration, we examine the options organizations have and what they need to know to make the most beneficial and economical decision ahead of the imminent Windows 7 end of life (EOL).
 


    You'll learn:

    •If a Windows 10 or Mac migration is the better option
    •How employee-choice programs are impacting migration decisions
    •Ways to securely offer Mac and Office 365 apps together

    Join us to see how the Windows 7 EOL impacts you and how you can future-proof your technology for today, tomorrow and 10 years down the road. Register now!
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    John Grim, Senior Manager, Investigative Response - America May 15 2019 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the Data Breach Investigations Report (DBIR) and the current cybersecurity threat landscape.

    This month's theme: Data Breach Investigations Report (DBIR)

    We'll cover:
    •Key findings based on thousands of breaches analyzed
    •Threat actors, their motives and their tactics
    •Impacted victim industries and targeted assets

    Our Verizon Threat Research Advisory Center presenters will be:
    •Alex Pinto, Head of Verizon Security Research Team
    •John Grim, Senior Manager, Investigative Response - America
    •Dustin Maxwell Tobin Shubin, Threat Intelligence
    •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
  • 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?
  • Practical Ways to Boost Agent Morale
    Practical Ways to Boost Agent Morale
    Jeff Toister (Toister Performance Solutions, Inc.); Darryl Addington (Five9); Erica Marois (Moderator) May 22 2019 6:00 pm UTC 60 mins
    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.
  • CMDB - Guaranteed! Maintaining a Functional CMDB
    CMDB - Guaranteed! Maintaining a Functional CMDB
    Sherief Farid May 23 2019 7:00 pm UTC 120 mins
    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?
  • Reducing Agent Effort and Lowering AHT for a Better CX
    Reducing Agent Effort and Lowering AHT for a Better CX
    Roger Lee, Director - Customer Success, Gridspace Jun 6 2019 6:00 pm UTC 60 mins
    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.
  • 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 Jun 19 2019 2:00 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.

    This month's theme: Social Attacks

    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 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!
  • ITSM and Digital Transformation – the Business Benefits
    ITSM and Digital Transformation – the Business Benefits
    Mark Smalley, the IT Paradigmologist Jul 16 2019 8:00 am UTC 45 mins
    If we didn’t have IT service management, we’d be in a right mess. But how do you identify and articulate the benefits of ITSM in terms that business people understand?

    Starting with familiar ITSM notions such as utility and warranty, this talk explores how these relate to tangible business benefits such as more sales, higher prices, and lower costs and risks. Is ITSM just about keeping the lights on, and is it just as difficult to relate ITSM effort to business benefits as it is to say how much the cleaner’s broom contributed to last month‘s sales? This talk lets you decide for yourself.
  • ITSM and Digital Transformation
    ITSM and Digital Transformation
    Simon Dorst and Michelle Major-Goldsmith - Kinetic IT Jul 16 2019 10:00 am UTC 45 mins
    A look at ITSM and Digital Transformation with Simon Dorst and Michelle Major-Goldsmith.
  • Cloud Credential Council's Look at ITSM and Digital Transformation
    Cloud Credential Council's Look at ITSM and Digital Transformation
    Mark O' Loughlin - Cloud Credential Council Jul 16 2019 3:00 pm UTC 45 mins
    Mark O' Loughling of Cloud Credential Council looks at ITSM and Digital Transformation
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    John Grim, Senior Manager, Investigative Response - Americas Jul 17 2019 2:00 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.

    This month's theme: VIPR (VTRAC) Incident Preparedness Report

    Our Verizon Threat Research Advisory Center presenters will be:

    •John Grim, Senior Manager, Investigative Response – Americas
    •David Kennedy, Managing Principal, Open Source Intelligence

    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 Reseaerch Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Reseaerch Advisory Center Monthly Intelligence Briefing (MIB)
    Clarence Hill, Senior Manager, PS Advisory Services Aug 21 2019 2:00 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:

    •Clarence Hill, Senior Manager, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    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 Reserach Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Reserach Advisory Center Monthly Intelligence Briefing (MIB)
    Hayden Williams Sep 18 2019 2:00 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.

    This month's theme: Endpoint Detection & Response (EDR) Solutions and their support to Incident Response & Threat Intelligence

    Our Verizon Threat Research Advisory Center presenters will be:

    •Hayden Williams, Corporate Development, Senior Manager
    •David Kennedy, Managing Principal, Open Source Intelligence

    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)
    Ashish Thapar, Senior Manager, PS Advisory Services Oct 16 2019 2:00 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:

    •Ashish Thapar, Senior Manager, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This month's theme: PoS Intrusions/Card Skimming/PFIs

    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!
  • 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!