Help Desk and Support

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.

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

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.

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.

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.

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

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.

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.

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.

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.

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.

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

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.

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 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

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.

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

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.

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

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

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.

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.

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.