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  • What Even the Best Firms Miss About Customer Service
    What Even the Best Firms Miss About Customer Service Ellen Daley, Vikas Nehru, Nitin Badjatia Recorded: Jul 25 2017 63 mins
    Join Acorio CEO, Ellen Daley, 3CLogic's CTO, Vikas Nehru, and ServiceNow's Senior Director of Business Strategy, Nitin Badjatia, for this panel discussion about Customer Service in the real world & what most companies are getting wrong.

    While we know that customer service is a critical defining characteristic, executing effective Customer Service somehow falls flat in the real world. The challenge is that delighting customers means more than just responding quickly to requests and issues from them – it means ensuring the all functions are involved and present in helping customers. This is a paradigm shift of the last 2 decades of Customer Service which set to prioritize response over resolution.

    Join a panel of executives from ServiceNow, 3C Logic, and Acorio as they explore the challenges facing customers and executives alike, and explore the transformative results customers in the real world have driven using the power of the ServiceNow CSM platform.
  • Workloads, Data Centers & Cloud Strategy: Market & Technology Trends
    Workloads, Data Centers & Cloud Strategy: Market & Technology Trends Carl Lehmann, Principal Analyst with 451 Research, and Don Davis, Technology Director for Iron Mountain’s Data Center busines Recorded: Jul 25 2017 58 mins
    IT planners have far more options as to where to run their workloads than ever before. On-premises data centers, co-location facilities and managed services providers are now joined by hybrid multi-clouds – a combination of Software-, Infrastructure- and Platform-as-a-Service (SaaS, IaaS, and PaaS) execution venues. All have unique operational, performance and economic characteristics that need to be considered when deploying workloads.

    In this Webinar Carl Lehmann, Principal Analyst with 451 Research, and Don Davis, Technology Director for Iron Mountain’s Data Center business will discuss how industry leading enterprises determine the best execution venues for their workloads by addressing:

    •The market and technology trends that influence workload, data center and cloud strategy
    •How to evaluate the characteristics of various workloads and execution venues
    •How to manage workloads across on-premises and off-premises ecosystems
    Attendees will learn how to formulate an IT strategy that can be used to guide the decision criteria needed for placing workloads on their best execution venues, and enable the migration and ongoing management of workloads across a hybrid multi-cloud enterprise architecture.
  • Metrics, Measures, and KPIs
    Metrics, Measures, and KPIs Doug Tedder Recorded: Jul 18 2017 62 mins
    The terms metrics and measures are often used interchangeably, and while they are related, they are actually two different things. And how do you know what metrics, measures, and KPIs you need to capture and monitor—or publish? One thing is for certain – your service management program will not be successful without collecting the right metrics, measures, and KPIs.

    Join this free HDI webinar to learn:
    •Why metrics and measures are not the same thing
    •Why defining metrics is important
    •Why not all metrics are KPIs
    •Which are the right metrics to publish
  • “Game On!”: Using Gamification to Increase Performance and Employee Retention
    “Game On!”: Using Gamification to Increase Performance and Employee Retention Casey Kostecka, Chief Business Development Officer, Convergent Recorded: Jul 13 2017 56 mins
    Gamification has been the hot new topic within the contact center world for the past year or two. Most all contact center leaders understand the appeal of incorporating game mechanics into their operations, and can visualize the excitement and subsequent employee engagement the games will promote. Yet most contact centers still haven't implemented gamification, due to the limited, real world ROI information available. Convergent Outsourcing has been utilizing games tied to key performance metrics for the past two years. During this webinar, Casey Kostecka, Convergent Outsourcing's CBDO, will share Convergent's gamification experience, actual metric improvement results, and ROI data.
  • How to Engage Your Agents Through Empowerment
    How to Engage Your Agents Through Empowerment Jeff Toister, Author of The Service Culture Handbook Recorded: Jul 13 2017 56 mins
    Agent engagement is one of the toughest challenges for contact center leaders. Low engagement contributes to high turnover and poor quality service. Yet year after year, employee engagement levels remain the same.

    A few elite contact centers have learned how to leverage empowerment to improve service, increase efficiency, and engage their agents.

    Join Jeff Toister, author of The Service Culture Handbook and NewVoiceMedia, to explore the essential link between agent engagement and empowerment. This interactive webinar draws examples from leading organizations and provides cutting-edge research to bring you three steps you can implement immediately.
  • Use Your Salesforce Data to Personalise Every Service Call
    Use Your Salesforce Data to Personalise Every Service Call Jason Fowler, RVP Sales Engineering, NewVoiceMedia Recorded: Jul 12 2017 55 mins
    By integrating your phone system with your Salesforce CRM, your service organization can dramatically improve customer care. You will be able to route incoming service calls to the right agent and help your agents resolve problems more quickly by providing them with information about the caller.

    During this webinar you will see a live demonstration of NewVoiceMedia ContactWorld for Service and learn how Salesforce and NewVoiceMedia can help you improve fist contact resolution rates and drive down handle times.

    You will learn how to:

    ◦Provide automatic screen pops with caller information
    ◦Use Salesforce data to dynamically route calls
    ◦Route based on case owner
    ◦Implement post-call surveys
    ◦Use call recording and quality assurance
    ◦Improve service levels with native Salesforce reporting
  • Use Your Salesforce Data to Personalise Every Service Call (APC)
    Use Your Salesforce Data to Personalise Every Service Call (APC) Jason Fowler, RVP Sales Engineering, NewVoiceMedia Recorded: Jul 11 2017 55 mins
    By integrating your phone system with your Salesforce CRM, your service organization can dramatically improve customer care. You will be able to route incoming service calls to the right agent and help your agents resolve problems more quickly by providing them with information about the caller.

    During this webinar you will see a live demonstration of NewVoiceMedia ContactWorld for Service and learn how Salesforce and NewVoiceMedia can help you improve fist contact resolution rates and drive down handle times.

    You will learn how to:

    ◦Provide automatic screen pops with caller information
    ◦Use Salesforce data to dynamically route calls
    ◦Route based on case owner
    ◦Implement post-call surveys
    ◦Use call recording and quality assurance
    ◦Improve service levels with native Salesforce reporting
  • Contact Center Deployment Models - Is Cloud the Right Choice for Everybody?
    Contact Center Deployment Models - Is Cloud the Right Choice for Everybody? Michael Wiesblatt, VP Sales, Altivon Recorded: Jul 10 2017 36 mins
    In today’s market, in almost every buying process, companies are struggling to choose which way to deploy new technologies to support their customer service strategy. Moving applications to the cloud is no longer just a fad or buzzword. Large enterprises are building their entire IT strategy around the cloud. The problem is that there are some significant factors that cannot be ignored when considering deploying a customer facing, mission critical solution like the contact center technology in the cloud. In today’s discussion, we will explore some of the market trends, recommended steps to take to assess what is the right path forward, and key things to consider when deciding on a deployment strategy.
  • ITSM & Analytics Cookbook: Serving Up the Right Data to Perform
    ITSM & Analytics Cookbook: Serving Up the Right Data to Perform Jason Hagen – Process Manager, KAR Auction Services & Heath Ramsey – Director of Customer Success, ServiceNow Recorded: Jun 27 2017 57 mins
    Data is becoming increasingly easy to come by, but how do you harness it to derive value and drive outcomes? How can you ensure that you are delivering meaningful insights when they are needed and where they belong?

    Join this webinar to learn how the IT organization at KAR Auction Services was able to evolve from operating with no visibility or standardized performance metrics to an agile business with real-time insight and the ability to make trusted business decisions. Discover how KAR was able to expand their usage of Performance Analytics and Reporting, leading to marked stability and measurable gains in performance across IT.
  • Service Mapping ROI: The Right Road to Drive Return
    Service Mapping ROI: The Right Road to Drive Return Ellen Daley, Terrell Pursley, Meghan Lockwood Recorded: Jun 20 2017 46 mins
    Join Acorio's CEO, Ellen Daley, and ITOM expert, Terrell Pursley for the ultimate run-down of ServiceNow's Service Mapping.

    AGENDA:
    1. What is Service Mapping?
    2. How does Service Mapping work? Learn the "crawls" and "gotchas"
    3. How do you know if this is the right investment?
    4. Best Practices to get you started
    5. New use in Service Mapping in Jakarta
  • No More Apologies: Mastering Multilingual Service in the Support Center
    No More Apologies: Mastering Multilingual Service in the Support Center Tom Tseki and Roy Atkinson Recorded: Jun 20 2017 60 mins
    Managing languages is a significant challenge for most service desks.

    To arm leaders with data and insight, join HDI and Lionbridge as they unveil the results of the industry’s most comprehensive research study on the topic, based on feedback from more than 350 support centers.

    Register to learn:
    *The impact of multilingual support on quality metrics
    *How best-in-class organizations provide multilingual support
    *Strategies to meet your organization’s specific language and channel requirements

    Who should attend:
    *Support center managers and directors who are faced with language challenges
    *Hiring managers who need to know about the challenge of finding and retaining multilingual analysts
  • Stop Sending Bad Surveys
    Stop Sending Bad Surveys Roger Lee, Solutions Marketing Director, OpenText Recorded: Jun 20 2017 51 mins
    When your mother told you to “listen twice as much as you speak” she was right! With survey fatigue at an all-time record high, common sense will prevail to stop asking for feedback in bad surveys and start to listen more to what our customers are saying with the right survey techniques. Join Roger “Dr. WFO” Lee from OpenText Qfiniti and CCNG President David Hadobas as they discuss the alarming upsurge in bad surveys and best practices for collecting feedback that requires more “listening” than “asking”.
  • Data everywhere but no single view of the customer
    Data everywhere but no single view of the customer David Rowlands - 8x8 UK, Contact Centre Director. Recorded: Jun 13 2017 41 mins
    Businesses today have a huge amount of data at their disposal, but are they making it work for them? With the typical business storing information from various sources in different places, the challenge is collating this into a usable form that is also cost-efficient.

    This is crucial, as having genuine insights into your customers’ behaviour is critical in understanding how to delight them and keep them as brand advocates. What you don’t know, you can’t change, and this session will explain how analysing existing data streams can find solutions to problems you may not have realised existed.

    - How to make your analytics work harder for you
    - What the data you already have can teach you about your customers, and ultimately improve service
    - How to make sure your data analytics is cost effective

    About David Rowlands

    David is responsible for the 8x8 Contact Centre portfolio in the EMEA region, with a passion for using technology to find solutions to business issues. With over 20 years’ experience in the integration of Voice and Data techniques to marry applications to events and drive down transactional costs and increase efficiencies, David has been recognised as a leader in his field.

    

David was the owner and founder of ICT Associates, winning the BT Voice and Data integrator of the year for his work in the design and deployment of Public Sector contact centres. He used the skills learnt to drive down costs for the private sector and featured in the Open Universities Business School as an exemplar of business techniques.
  • The Hidden Costs of Employee Attrition
    The Hidden Costs of Employee Attrition Ron Davis, CEO, Tenacity Recorded: Jun 1 2017 59 mins
    CCNG, in partnership with Tenacity, conducted a survey of CCNG members to see how they measure the cost of attrition. The findings surprised us! Participate in this webinar to learn from your peers how to properly measure attrition costs, and discover what steps you should take to prepare your organization to address this chronic problem.

    During this webinar with Ron Davis, CEO of Tenacity, we will discuss:
    *What your peers are doing to measure the costs of attrition
    *Key errors to watch out for when you calculate your costs
    *A framework that any executive can use in order to comprehensively measure the costs of attrition
  • Nampa School District achieved high standards for IT Service Management.
    Nampa School District achieved high standards for IT Service Management. Peter Jurhs Recorded: May 25 2017 47 mins
    Please join us for a free interactive webinar to learn how Nampa School District achieved high standards for IT Service Management.

    Mr Peter Jurhs - Director of Information Services- will share his experience and knowledge during this 45 minutes Webinar.
    “My team is able to properly categorize and track issues so we can proactively fix things that are broken before productivity and/or learning are impeded. We can quickly triage and prioritize our activity letting us responsively fix things like a broken key on a computer keyboard and hence maximize the availability of that computer.”

    QUICK FACTS ABOUT THE NAMPA SCHOOL DISTRICT

    - 1 Administrator- 10 Agents
    - 57 tickets per day
    - 88% Customer Satisfaction

    - 17,000 K-12 Students
    - 23 schools - 14 Elementary Schools - 4 Middle Schools - 4 High Schools -1 Career Technical School
  • Conversational Technologies- The Catalyst For Customer Service Experience
    Conversational Technologies- The Catalyst For Customer Service Experience Sheryl Kingstone, 451 Research; Jordi Torras, Inbenta; & Phil Jennings, Ticketmaster Recorded: May 23 2017 56 mins
    With 76% of customers preferring digital channels to communicate with businesses and roughly 40% choosing to chat with a business through SMS, social media or Facebook messenger, conversational technologies have forever changed the customer service experience. Learn first-hand from industry peers how smart chatbots are improving the way businesses converse with customers and nurture relationships across the customer journey.

    Join the 451 Group, Ticketmaster and Inbenta for this session to discover how:

    •Digital engagement will shift commerce and service from interactions to conversations [The 451 Group predicts that 80% of all customer interactions will eventually be contained in a self-service channel].

    •Customers want self-service options on their own terms, in their preferred channels, including SMS, web or mobile chat. [The 451 Group data shows 55% of survey respondents prefer self-serve tools to avoid calling a customer service agent]

    •How businesses like Ticketmaster leverage enterprise-class chatbots; key factors to include and what to avoid when launching a chatbot pilot [55% of companies employ self-service solutions; 26% say they plan to build a chatbot as part of their self-service strategy]
  • Top Ten Things to Consider When Implementing a Service Desk
    Top Ten Things to Consider When Implementing a Service Desk Doug Tedder, Principal, Tedder Consulting Recorded: May 22 2017 32 mins
    Service catalogs are one of those service desk terms we've all heard of, but some of us do not have the time, resources, or a clear idea of how to create and manage an effective one. With a little bit of thought and planning, the service catalog can become one of the most valuable artifacts of your entire ITSM implementation. Doug Tedder, ITSM and IT governance consultant, will provide:

    * Critical factors to consider before developing your service catalog
    * The top things companies don't think about when thinking about a service catalog
    * Tips to consider before implementing and managing an effective service catalog

    About the Presenter:

    Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

    Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA.
  • Into the Future: IT Service Management 2020
    Into the Future: IT Service Management 2020 Jarod Greene, VP of Product Marketing, Cherwell; and Troy DuMoulin, VP of Research and Development, Pink Elephant Recorded: May 18 2017 55 mins
    In this live discussion, IT Service Management experts Jarod Greene and Troy DuMoulin will dive into the future of ITSM. Based on insight from 15 IT leaders, they will discuss the top ITSM trends and focus areas that will drive business growth into the future. All attendees will receive a complimentary copy of "IT Service Management 2020," the new eBook featuring expert advice for evolving your ITSM strategy.
  • Connecting Metrics to Business Value
    Connecting Metrics to Business Value Anthony Orr, ITSM Best Practice Director, ITIL 2011 Author, Samange Recorded: May 18 2017 43 mins
    Many organizations struggle with defining metrics for business and IT value. Metrics are disconnected from real value in such that after they are defined, no one either pays attentions to them or can make a decision relative to the metrics being reported on. In this session Anthony will discuss how to tie metrics to business and IT value for improved decision making. Including how metrics relate to IT projects and operational efficiency and effectiveness.
  • 5 Ways to Improve the IT Service Desk for a Better End User Experience
    5 Ways to Improve the IT Service Desk for a Better End User Experience Stephen Mann Principal Analyst, ITSM.tools & Jaime Spector Product Marketing Manager, SunView Software Recorded: May 17 2017 61 mins
    Many corporate IT service desks continue to be under pressure to deliver better IT support – with end users and customers demanding increased efficiency and a better service, and likely at a lower cost. Service desks can’t afford to stand still, and thus the improvement of their operations, and of IT support overall, should be a crucial part of any corporate IT organization’s strategy and roadmap. It’s a tough ask though – as, after enduring over a decade of budget cuts, finding ways to improve the service desk might appear difficult, especially when operating with limited funding and people.
    Thankfully though, customer engagement and support advancements, including improved support technologies, can provide an easier route to both tangible service desk efficiencies and customer-facing improvements. So please attend this webinar for practical help with five opportunities to improve your service desk operations, and the value it ultimately provides to their business, across:

    1. Meeting consumer-world-driven expectations of access and communication channels (and the people involved within them)
    2. Offering knowledge management capabilities that actually work (for end users and service desk agents)
    3. Increasing employee self-service adoption and value
    4. Automating wherever possible (including the use of machine learning)
    5. Getting more out of your ITSM solution (or investing in one that delivers more)

    About The Presenters:

    Stephen Mann
    Principal Analyst, ITSM.tools

    Stephen Mann is Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.

    Jaime Spector
    Product Marketing Manager, SunView Software
  • The Compelling Case for 'Swarming': an Intelligent Alternative to Tiered Support
    The Compelling Case for 'Swarming': an Intelligent Alternative to Tiered Support Paul M. Dooley HDI Faculty Member, ITIL Expert Optimal Connections, LLC Recorded: May 17 2017 49 mins
    The business and IT landscape is changing in significant ways...

    - Business are demanding continuous delivery of new and improved application functionality, as well as performance

    -To help meet this demand, new emerging best-practices such as Agile and DevOps have arrived on the scene, delivering continuous software changes into the live environment

    -The trend toward self-service continues, enabling end users to handle most of the simple issues themselves - engaging the service desk only when complex issues arise

    -Support issues are becoming increasing complex, driving the need for collaboration, and knowledge sharing across IT functional groups (many of which remain "siloed")

    -Customer and user expectations are rising in terms of higher uptime, and faster resolution to any issues

    Nevertheless, many IT organizations and support center continue to implement the traditional "tiered support model" in their service desk and support centers, composed of ...

    Tier 1 - the front line support team of generalists that tries to resolve most issues

    Tier 2 - a second line of specialists that tries to resolve the rest

    Tier 3 - a third line of very specialized developers, technicians, and
    supplier that deal with the most complex issues

    As a result of the dynamics in the changing business and IT environment, the tiered support model - although it has worked and been very popular over the past 30 years - is now coming up short. Many issues end up backlogged in ticket queues, resolution times drag out, costs continue to rise due to the magnitude of escalations, and customer/user satisfaction suffers.
  • Panel: 5 Steps to Building a Killer Service Catalog
    Panel: 5 Steps to Building a Killer Service Catalog Erika Flora, ITIL Expert, Principal, Amanda Fairbrother, ITIL Expert, Senior ITSM Advisor, Lindsey Semon, Comm Lead, BEYOND20 Recorded: May 17 2017 63 mins
    Ah, the Service Catalog. Every organization needs one, but few have one they truly love. It sounds so easy, doesn’t it? Create a menu of IT services, then communicate said menu to your customers. Done!

    Sadly, the above scenario is a rare one. While most of our organizations have some semblance of a Service Catalog, it’s often a bit of mess, hasn’t been updated in a while, or lives in a perpetual state of almost done. If any of this sounds painfully familiar to you – or if you fall into the camp of not having a Service Catalog at all – be not afraid!

    Why not? Because the BEYOND20 Catalog Doctors are here to help (trust us, *we’re doctors)! We’ve seen it all, and have helped strategize, design, and build countless Service Catalogs over the years. Our panel of catalog experts (or **doctors) will be sharing their knowledge, recommendations, and practical advice on how to quickly build a Service Catalog both you and your customers will love - with as little pain as is humanly possible.

    *This is patently false. It couldn’t possibly be less true.

    **Not doctors. Can’t stress it enough.
  • What is a Call Storm and How Do We Prevent one?
    What is a Call Storm and How Do We Prevent one? Vincent Geffray and Roy Atkinson Recorded: May 16 2017 62 mins
    What’s going on? How long will this last? What should we be doing about it? If you’ve ever had a major incident impact users throughout your organization, chances are you’ve heard those questions before. Your IT team may already be trying to diagnose and correct the issue, but the questions just keep coming…

    Customers and end users just want to make sure you’re aware of the issue. But when hundreds—even thousands—try to contact the service desk, it’s referred to as a call storm. And the inability to properly weather it increases the urgency end users feel.

    HDI’s Roy Atkinson and Everbridge’s Vincent Geffray have successfully navigated through their fair share of call storms. In this interview-style webinar, they’ll show you how you can too—and even share ways to prevent them from happening in the first place.

    What you’ll learn:
    - What creates a call storm
    - Ways to rapidly communicate to all users
    - How to optimize incident management to reduce MTTR and mitigate call storms
    - Using technologies to target and verify communications
    - Preventing future call storms

    Who should attend:
    - Support center managers who need to know how to handle major incidents and outages
    - IT directors who want to better understand available means of communication, even in an outage
    - Anyone in IT service and support wanting to improve the performance of their support center when outages happen
  • Roundtable: IVR and Self-service
    Roundtable: IVR and Self-service John Forrester, CMO, Inbenta Recorded: May 9 2017 60 mins
    Much like any other technology, IVRs have evolved significantly. Originally serving primarily as a voice routing engine, IVRs are now taking center stage in the digital customer experience. Additionally, chat remains the number one way customers want to talk to brands and they often want to talk when customer service teams are offline.

    In this webinar you'll hear the following:

    -- Inbenta will discuss an Aberdeen Group report; 55% of companies employ self-service solutions and 26% say they plan to build a chatbot as part of their self-service strategy. Learn how to leverage chatbots and hear how companies are deploying enterprise-class chatbots to generate customer satisfaction and business success. 

    -- Jacada will discuss how IVRs have evolved, and what the IVR of the future can, should, and MUST do to stay relevant. We will discuss topics such as Visual IVR and Conversational Commerce and address YOUR questions.

    -- Through current use cases, Inference Solutions will take you through how to get the most out of your IVR and valued added call handling self-service solutions.