Help Desk and Support

Fast forward to end-of-year reviews in 2019. What will your team have accomplished? Will you be proud to report on soaring CSAT scores, transformative process improvements, and unprecedented profits? If you want to set your team up for success in the year ahead, now’s the time to start planning. Join us for this eye-opening discussion on the trends you need to watch as you prepare your contact center for the future.

In this webinar, you will learn:

* What AI and Machine Learning will really mean for the contact center, and the practical steps you can take now to ensure smooth implementation

* How to deliver an employee experience that will attract and retain top talent

* What’s next for customer experience

* How digital transformation will impact the contact center in the years ahead

When your customers communicate with you via chat, phone call, etc., do they have to repeat information already provided when being routed to an agent? Do your call center agents have the tools they need to provide an effective customer service? Watch this 3-minute video and then register to join us for a webinar as we discuss how the tools your agents have access to plays a key role in delivering the right data so you are able to provide the best possible customer experience.

To register for this webinar, click on the "Attachments" box above, then click the link to register.

What are companies with superior customer experiences doing differently? Join industry leaders John Irey and Greg Cummings as they share the strategy behind an effective omnichannel customer care success model. Participate in a discussion on how self-service, AI, and digital tools are shaping the customer journey and how to leverage that knowledge to build a better digital plan. Benefit from shared examples of the best and worst attempts at omnichannel and get equipped with the tools necessary to build your own strategy.

Greg Cummings - Greg has 20 years of industry experience in consulting, operations, and contact centers -- helping to drive process improvement through an outcomes based methodology. He is currently Manager Global Channels with NICE inContact.

John Irey - John, a contact center Principal Consultant at Mindsight, is an 18 year veteran assisting in the full life cycle of contact center engagements. His experience in both solutions and deployment engineering roles gives him deep insight into the strategy behind developing an omnichannel contact center solution for every business need.

Samanage customer, DPR Construction, will share how they have pushed the boundaries of service management. They'll present how they’re providing the highest level of service to their employees using the Samanage Service Platform.

Most traditional uses of IT Service Management (ITSM) technologies have focused on providing an IT service desk to manage and resolve IT issues and service requests. But over the past decade organizations are getting more value out of their existing ITSM solutions by using them in non-IT applications. They are used to support requests and issues for Human Resources, Facilities, Audio Visual and many other internal departments. Externally they are used as customer-facing applications in retail, lodging, human service and almost any other industry. In this session, George Spalding, Executive VP at Pink Elephant, presents some of the numbers behind this trend, examples of creative non-IT uses of ITSM, the value organizations are receiving from this and where it all may be headed. Learn how your organization can maybe get greater value for your ITSM tool!

The Center for Internet Security (CIS) benchmark for iOS is a highly regarded checklist for organizations to follow when securing iPad and iPhone devices. By combining CIS recommendations with a mobile device management (MDM) tool, organizations ensure their devices are properly secured and managed.

In our webinar, How to Implement the CIS Benchmark for Better iOS Security, we’ll walk you through the CIS benchmark and explain:

•Ways to properly set up and manage iOS devices
•The role of MDM to implement CIS recommendations
•Which iOS functionality to enable or disable

Enterprise service management solutions have expanded service thinking beyond IT. Vendor solutions enable organizations to broadly apply service management practices to the rest of the business, uncovering new value and improving service experiences across IT and non-IT business units. Forrester Research recently completed the first comprehensive survey covering 13 major ESM vendors. Join Charles Betz, Principal Analyst with Forrester, for an inside look at the latest Forrester Wave: Enterprise Service Management.

Charles Betz
Principal Analyst, Forrester
Charles Betz is Forrester’s lead DevOps analyst serving infrastructure and operations professionals globally. In this role, he covers continuous deployment and release automation, incident management, and emerging topics such as containers and chaos engineering. He also covers the transformation of “traditional” IT operations organizations into next-generation digital service organizations. He retains an interest in enterprise service management topic areas such as service portfolio management, service catalog, IT asset management, application discovery and dependency mapping, configuration management, and CMDB as well as industry frameworks like ITIL, IT4IT, and COBIT.

In an increasingly crowded marketplace, customer service has emerged as one of the last frontiers for competitive advantage. But in a rush to be everything to everyone, many companies are overlooking one enduring need of its customers: the desire for human connection. JetBlue was founded on the mission to "bring humanity back to air travel." During this webinar, you'll hear how customer service has set the airline apart in the past, present, and vision for the future. You’ll also learn how companies in any industry can apply lessons JetBlue has learned to deliver more practical, personalized, and delightful service experiences.

In this webinar, you will learn:
- How to bring people, process, and technology together to deliver more customer-centric service
- How to humanize the customer experience
- How JetBlue leverages customer service as a competitive differentiator

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

The digital customer experience is moving at a rapid pace. Many of us have engaged in the digital conversations taking place, but how are you addressing CX in this digital age? Are you looking ahead and planning for the future? We need to begin now to develop a strategy so we are prepared to address customer concerns via social, mobile, and more. Watch this brief 5-minute interview with Greg Cummings as he shares some highlights of our upcoming webinar on October 16th.

To register for the live webinar, click on the "Attachments" box below, then click the link to register.

We all want an engaged service and support organization, yet success eludes us. According to a 2017 Gallup poll, employee engagement is officially stuck in a rut. In this interactive webinar, service expert Jeff Toister will share five practical ways you can quickly boost staff engagement, starting immediately and without spending a small fortune or launching a huge project. Learn about a simple motivation secret that's often overlooked, best practices for staff satisfaction surveying, no-cost engagement strategies you can implement right away, and more!

The war for talent is real. According to the Manpower Group, the enterprise is seeing its highest talent shortage since 2007 in crucial business roles such as IT, sales, engineers, finance and management. How can you get a leg up on the competition and start hiring and retaining the best talent? It begins with choice.

In our webinar, How to Offer Technology Choice (and Reap the Benefits), we will walk you through the what, why and how of employee-choice programs, and examine recent survey findings that show 72 percent of employees will choose and stay at an organization that offers them choice in work technology.

You’ll learn:

- How choice influences the employee experience
- Security implications to consider when offering choice
- A framework to ensure a successful choice-program implementation

On Thursday, September 27th, 1:00 PM ET, 10:00 AM PT, we've got an expert panel to discuss London. Get up-to-date with new features and figure out your next steps.

Join Ken Michelson, VP of Platform Solutions, Marci Parker, VP of Client Delivery, Meghan Lockwood, VP of Strategic Marketing, Johnny Walker, ServiceNow Architect, and Michelle Bautista, Presales Solution Architect, as they present London's Calling: ServiceNow Experts Share London's 5 Most Compelling New Adds.

- Learn about the 5 most compelling features ServiceNow added with London
- Ask our panel of experts your questions about the release
- Find out if this upgrade is right for your team, plus our tricks to creating a 5-star upgrade schedule

With Apple’s Worldwide Developers Conference (WWDC) behind us, it’s time to review the exciting announcements and discuss how you can prepare now for your future iOS 12, tvOS 12 and macOS Mojave updates.

In our webinar, Get Ready for OS Upgrades and Apple Business Manager, we’ll explain the new management features and services coming your way.

We will cover:

•What new mobile device management (MDM) features will be available with Apple’s upcoming OS releases
•How to prepare for OS upgrades this fall
•An introduction to Apple Business Manager

Join us for an interactive discussion where you can ask key questions and take away practical recommendations for calming the chaos in your contact center.

Every modern contact center seems to struggle with common challenges including:

*Applying interaction data to improve customer experience and retention
*The quarterly "wrangling" of operational costs
*Maintaining quality performance standards across decentralized teams

Keeping all these "balls" in the air makes it hard to think strategically about how to generate greater efficiency and value. Don't miss this conversation as we work to minimize the chaos so you can see the overall picture more clearly.

Greg Cummings - Greg has 20 years of industry experience in consulting, operations, and contact centers -- helping to drive process improvement through an outcomes based methodology. He is currently Manager Global Channels with NICE inContact.

Wade Myers - Wade has 10 years of experience in voice and data recording solutions for a wide variety of industries focused on solutions high in quality, ease of use, and customer satisfaction.

Technology is becoming increasingly critical to businesses and other organizations, but as technology speeds up, we often don’t think about the negative business impacts it may bring: new hires whose equipment isn’t available, services that are interrupted, and customers or users who aren’t informed of a change or outage, to name a few. Smarter technologies driven by abundant data analytics can provide the support organization with information and solutions with more accuracy and speed than previously possible.

Join us to learn:

• Why analytics are important to service management and support
• What machine learning is and how it can enable faster, better, more accurate resolutions
• How machine learning and analytics combine to enable smart processes that can pinpoint expertise, accelerate configuration and change management, and minimize wasted time

IT leaders are experts in service management. From ITIL best practices, to building workflows, to measuring service delivery, IT has it down to a science.

But the employee experience reaches far beyond IT. This webinar will show you how IT can take a leadership role in helping other departments deliver the same quality services to employees throughout the organization. Shvonne Craig, Director of IT Services at EXOS, will explain how she helped create a single platform for employee support by including all of the major stakeholders.

Fellow Cybersecurity Practitioner:

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:

•Ron Tosto, Senior Manager, Global Payment Security Practice
•David Kennedy, Managing Principal, Open Source Intelligence
•John Grim, Senior Manager, Investigative Response – Americas
•Josh Costa, Senior Consultant, Investigative Response – Americas
•Max Shubin, Senior Analyst, Threat Intelligence

For this month’s theme: ‘Payment Security Report,’ we'll feature Ron Tosto who'll cover the latest thought leadership from Verizon, the 2018 Payment Security Report (PSR). The PSR offers industry research on the global payment security landscape. The report highlights the need for effective data protection and provides details on improving security control effectiveness.

John Grim and Josh Costa will then cover two (2) 2018 Data Breach Digest scenarios: one involving an ecommerce breach and the other a Point of Sale (PoS) intrusion. Max Shubin will provide insight to our recent caseload. Finally, Dave Kennedy will complete this month's briefing with:

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

If you have any questions related to payment card related data breaches that you'd like us to cover on the call, please send them to the following email address prior to September 14, 2018:

Intel.Briefing@verizon.com

And 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!

Attackers love your endpoints. And why not? Most endpoints aren’t patched. User’s disable security tools. Traditional AV won’t stop attackers. And when they get in, it takes months to find them. Then, the incident response nightmare begins. Let’s face it, endpoint protection can be complex. And selecting the right solutions can be confusing.

In this webinar, you will learn:
• What different analysts are saying about today’s endpoint protection marketplace.
• Recent stats that indicate the struggles security teams continue to have.
• Key things to consider when looking at endpoint protection platforms.

In 2017, Verizon hosted Operation Convergent Response (OCR) at the Guardian Centers in Perry, GA as a way of showcasing various core, new, and emerging communications technologies in live action scenarios. The attendee response was positive and seen as very helpful to the support of their core missions. And in response to overwhelming demand, Verizon will return to the Guardian Centers this year, November 5-8, to host Operation Convergent Response 2018 (#OCR2018) - and we want you to join us!

This webinar will give you an opportunity to:
•Learn more about the real-world experiences #OCR2018 will demonstrate to federal, state, and local agencies and organizations.

•Hear directly from Verizon’s experts as they provide deep-dives into the various scenarios and other event activities, including a solutions showcase and conference as well as a variety of immersive learning experiences.

•Ask additional questions in the Q&A session.

#OCR2018 will highlight technology from Verizon and its eco-system of innovative companies at our solutions showcase and within the following immersive, real-world scenarios:

•Active Shooter
•Earthquake
•Helicopter Crash
•Hurricane
•Interstate Pile-Up
•Nuclear Detonation
•Subway Attack

Please join this webinar to learn more about #OCR2018 and how technology can help address your organization’s complex challenges so you can achieve better outcomes.

Verizon would love to see you at this year’s event! Visit https://ocr2018.vztechnologies.com/ocr2018 and register for OCR today!

With all of the change that’s happened in contact centers over the past 10 years, it may be daunting to think about the years ahead, but it’s a necessary and revealing exercise. Strategic, long-term planning enables organizations to prepare for and anticipate investments in technology, shifts in their workforce, and evolutions in their methods for delivering service. But how far out should a long-term plan go? And what should or shouldn’t be included in the process?

In this ICMI webinar, you’ll hear from contact center expert Justin Robbins on how long-term planning has changed in recent years, what’s the most effective data for future planning, and ways to leverage the changes in technology and customer expectations to your advantage.

Attend this webinar to learn about:

- Designing long-term models for staffing and planning
- The future of occupancy, service level, and other key WFM metrics
- Benchmarks and best practices for long-term contact center planning
- The latest advances in long-term forecasting capabilities

Digital transformation has become a mandate, not just for IT, but across enterprise-wide business processes, including HR, finance, and facilities. The IT organization has a unique opportunity to drive digitization and service transformation throughout the entire organization, overcoming traditional silos with a unified approach.

Join VP of Product Marketing, Cherwell Software, Matt Klassen, John Huckle, CEO, Business Forward, and Ryan Mulvaney, Principal Consultant, Business Forward as they share how two global brands are leading the charge with digital/service transformation.

Guest Speakers:
John Huckle, Founder and CEO, Business Forward
Ryan Mulvaney, Principal Consultant, Enterprise Service Management Practice, Business Forward

It´s time to develop a new culture of collective knowledge and developing analytics that empower more effective strategies.

Julie L. Mohr, world-renowned author and thought leader, and Maria Cronfalk from Stockholm University will share how to drive innovation through the capture and use of knowledge both within IT and administrative processes. In this webinar you will learn how Knowledge is the key to finding new ways to innovate and drive lasting change on campuses around the world.

The webinar presenter is Julie L. Mohr and you will hear the success factors from Stockholm University who are in the forefront within Self-Service Support and efficient Knowledge Management processes.

Take a look at this brief video interview with CCNG member Daniel Weiss as he shares his thoughts about participating in a recent CCNG networking event at the Coca-Cola customer operations center in Charlotte, NC. Listen as Daniel discusses the high level of interaction and engagement that took place, and how willing everyone is to share with the group.

Praddy Velas, Commercial Director at Amstore explains how Workbooks CRM has helped Amstore

IT is responsible for supporting the business through daily operations, growth, and change. This hefty responsibility puts IT at the heart of nearly every forward-thinking organization. Unfortunately, there is no single methodology that tells IT exactly what to do, but Integrating best practices that support agility, while also providing stability is the only way to remain competitive.

ITIL, the most popular IT best practice framework, raises skepticism when it comes to agility. However, when applied judiciously, strategically, and in the context of agile and lean principles can provide a stable platform while enabling speed and efficiency.


Guest Speaker:
Tracy Barnes, STRITCO

About Tracy: Tracy was the project manager for the successful ISO/IEC 20000-1:2005 certification at the Florida Department of Revenue. The first state government agency to be certified in the United States. Tracy has achieved the following certifications: ITIL Expert, PMP, Executive Consultant/Manager in ITSM according to ISO/IEC 20000, Six Sigma Green Belt, Internal Audit Certificate in ITSM according to ISO/IEC 20000-1:2011, and is a Certified Public Manager.