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Workforce management is one of the core pillars to a successful contact center operation. But, for as much planning that’s done in advance, the intraday management of the frontline staff is where WFM really hits the pavement. For many organizations, however, intraday works is highly manual and consumes valuable time and resources. As a result, it’s not uncommon for contact centers to lose significant productivity, and ultimately profitability, because of the manual work that’s happening.
In this ICMI webinar, you’ll hear the latest research from ICMI and NICE on how much damage manual intraday work is doing to the contact center and, more importantly, what can be done to reverse the trends. Gain valuable insight on how to get better results from your intraday processes, while positively contributing to employee engagement and buy-in. If you’re looking to maximize your resources to their fullest, this is one presentation that you don’t want to miss.
Attend this webinar to learn:
* Findings from ICMI’s latest research on intraday WFM
* Best practices for reforecasting and schedule planning
* Tips for handling PTO requests, schedule changes, and unforeseen events
* How to combat lost productivity and high forecast variances
This is a webinar about using knowledge management methodology and intelligent technology to bring company ethos and knowledge all the way out to your customers.
The webinar focuses on how to source knowledge in the modern enterprise and make sure that it generates full value all the way to supporting customers in all channels. The benefits are huge and gives your organisation reduce costs, increase revenue, improve workforce productivity and customer satisfaction.
Software is driving the digital economy. Combining insight across key areas of the software market, we look ahead at what we think will transform in 2018, using predictions from four of our Research Channels: Customer Experience & Commerce, Data Platforms & Analytics, Development, DevOps & ITOps and Workforce Productivity & Compliance.
Join 451 Research’s leading software analysts, Nick Patience, Sheryl Kingstone, Chris Marsh, Matt Aslett, and Carl Lehmann on February 7 for a live webinar as they review and discuss the trends expected to shape the software landscape and the level of impact those changes will have. Please come armed with questions, as there will be a live Q&A session at the end of the webinar.
In what CA calls the Modern Software Factory, developers employ Agile methodologies and automate application deployment into Operations via DevOps. Automation tools speed up the delivery of applications into Operations. So how does IT Service Management (ITSM) play in this changed world? How does Operations know that a change to an app has impacted the CMDB? And how do we transform this new information into knowledge for the Service Desk? Please join co-author of the book, "ITIL® and the Information Lifecycle - Integrating Agile, DevOps and ITSM" to learn more about how these pieces all fit together to enable the Modern Software Factory.
Join Mike McGibbney from SuccessFactors as he describes the transformation of a service delivery operations organization struggling with the demands of rapid growth into a world class, next-generation services organization capable of supporting the enterprise cloud experience.
Centering his strategy around four key promises — Availability, Speed, Transparency and Maturity — Mike will highlight SDO’s priority to ensure a highly reliable and available cloud environment to create a better experience for customers. He’ll talk about SDO’s plan to significantly elevate the organization’s ability to deliver a better cloud experience, and how Moogsoft became a partner in helping SAP SuccessFactors build a better cloud for better business.
The modern Cloud delivers faster time to market, lower IT costs, and greater overall value to the enterprise by allowing companies to focus more on the core business problems rather than the infrastructure used to solve them. But the path to the cloud can be challenging for anyone with an established presence on-premises, or in a private data center.
Dan Taylor from Microsoft’s Cloud & Enterprise division shares with you how large enterprises are tackling this problem and gaining immediate value by leveraging the cloud. You’ll hear how enterprises are managing their migration to the cloud by embracing hybrid patterns, containerizing and migrating applications, using single-pane-of-glass monitoring solutions, and leveraging Azure to tackle data privacy.
As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation. And far from being the domain of only large corporations – organizations of all sizes must now seek to gain insight into how customer experience is executed and ways to improve.
Join contact center veterans Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.
How Real-World Firms Transformed with Enterprise Service Management using ServiceNow.
On Tuesday, January 30th, Join CEO, Ellen Daley, VP of Solutions and Innovation, Adam Mason, and Strategic Director of Marketing, Meghan Lockwood, to find out how to get the executive buy-in and prove your business case for Enterprise Service Management with ServiceNow.
Learn what Forrester Research has to say about the Total Economic Impact of ServiceNow, find out how Acorio customers are reaping the benefits, and get you own exclusive pitch deck to help you win your business case.
It’s been a busy year for Apple. From unveiling new products and operating systems to forming new enterprise relationships, Apple continues to evolve its capabilities and best practices for managing Mac, iPad, iPhone and Apple TV devices. Before you finalize your IT plans for next year, join us for a look back at major Apple milestones and enjoy a glimpse at where Apple may be headed in the future.
In our webinar, Apple IT Trends for 2018, we’ll examine the strategic moves made by Apple and explain what they mean for you in the new year.
•Apple IT accomplishments in 2017
•Predictions for Apple IT trends in 2018
•IT initiatives to consider and provide examples of organizations already implementing them
In the digital world we all live in, a majority of IT operations and support center organizations still rely on spreadsheets and spray-and-pray emails to entire teams to communicate major IT events due to application failures, network outages, cyberattacks, datacenter outages… During this session, Vincent Geffray will share the eye-opening results from various surveys on state of incident management and best performing companies practices and will explain how the lack of response automation hurts business and negatively impacts IT employees’ work-life balance.
During this session you will:
* Understand why quickly engaging the right team of IT experts is such a hard thing to do
* Understand the mechanisms which lead to a call storm and learn how to prevent it
* Learn how you can improve your incident response process and streamline the communication between the Service Desk, your IT teams and the impacted business users
Vincent Geffray is Senior Director of Product Marketing with focus on IT Incident Response Automation, IT Service Alerting, team Collaboration and Process Orchestration at Everbridge. He has over seventeen years of experience in Digital Operations and Service Management with expertise in Critical Communications, Application Performance Management, IT Process, Runbook and Workload Automation. Vincent has an international experience and he worked in Europe and in North America.
Hiring, training, and retaining the agents we need to succeed is a classic contact center challenge. Many contact center leaders intuitively understand that hiring for culture fit is the first step in the process. The tough part is defining exactly what culture fit means and then scaling the concept so different hiring managers are making consistent hiring decisions. In this webinar, customer service expert Jeff Toister will share a practical guide for hiring agents who fit with your contact center culture. He will also reveal how to better integrate training and recruitment so you can retain your best agents.
Join us—the Verizon Threat Research Advisory Center —for our Monthly Intelligence Briefing to discuss the current cybersecurity threat landscape. Threats like MeltDown, Spectre and other hot topics will be shared by experts across Verizon and our partners.
Each month, we will have a specific theme to help promote awareness and best practices.
"Change has never happened this fast before, and it will never be this slow again." –Graeme Wood
Both the scope and velocity of change in the business world are at unprecedented levels. Technology is emerging and evolving faster than ever, and the ways business is getting done are changing almost daily. As technology changes, so do the goals, objectives, and capabilities of business units, including IT and technical support.
In 2017, we saw the rise of bots and the promise of AI take center stage, causing disruption in how service management and support move forward. New and/or revised frameworks for accomplishing the work arose. The skills needed for the future are not the same skills that have served the industry well in the past. Metrics and measures are changing. Customer expectations are changing.
As we begin the new year, decisions are being made about where to spend or withhold spending, about what technologies are necessary, and about how to be prepared and properly skilled to take on the continual state of change that is now the norm. In this webinar, we will explore some of the changes that surfaced during the past year and will impact the industry in the near term.
Are you building a contact center culture that the right people want to be a part of? We are under constant pressure, as leaders, to engage our employees, drive productivity, and meet business goals. If you have the right people, you can easily achieve it all.
Join us for “Onboarding, Cross-Training, Hiring and More!.” During this webinar, we will discuss how you can think differently about your people programs, how to increase retention, and how to drive better engagement. Hear the challenges your peers are facing and how they address with key solutions.
Join us to discuss:
• Making better use of your current resources without depleting them
• New techniques to ensure your people are happy and committed
• How your peers are dealing with this same issue and how it's making an impact on their business
As enterprise-wide business processes become increasingly digitized, IT has an opportunity to play a critical role in enabling line-of-business functions outside IT. At the same time, workforce demands for instantaneous and seamless self-service—as well as a single platform for request fulfillment—turn this opportunity into a mandate. Enter “Enterprise Service Management,” an approach that extends service management technology and practices across the enterprise, offering a single record of engagement for users, whether they require services from IT, Human Resources, Legal, Facilities, or any other business function.
Particularly with artificial intelligence (AI) technologies on the horizon, IT teams are racing to offer a unified approach to service delivery and management across the enterprise.
In this webinar you’ll learn:
* Why “enterprise service management” has emerged as a top IT imperative
* Examples of top companies extending their service management practices across the organization
* Practical steps for getting started with enterprise service management
* How AI-enabled service management will reshape the organization forever
Join us for a deep dive into 3 top trends in the contact center. Each trend will be explored on its own and then brought together at the end in a picture of what is actually happening in contact centers today.
Chatbots seem synonymous with artificial intelligence and are certainly sparking the imagination. We will explore the reach of AI in the contact center, both obvious and subtle.
OmniChannel success is in the eye of the beholder. From a customer experience perspective, it requires more than channel choices. Learn about the implications for your center.
Cloud is the favorite child today, but does it make sense for your organization? Learn some of the questions you need to ask to determine your best deployment strategy (cloud, premise, hybrid).
In this webinar, Justin Robbins will share recent research on the state of technology in contact centers, review key principles for migrating from the analog to digital contact center environment, and provide tips and advice on preparing your agents to thrive in this new environment. You’ll also hear from contact centers that have successfully made the transition—they’ll share how they did it, and they’ll share the lessons they learned along the way.
Who should attend:
* Contact/call center directors, managers, and supervisors
What you will learn:
* How to communicate the digital contact center’s value to your agents – including their role in customer service excellence
* How to prepare agents to interact across multiple customer contact channels
* How to make your transition a success, based on real examples and best practices from leading contact centers
By submitting this form, you agree to have your contact information, including email, passed on to the limited sponsors of this event/asset for the purpose of following up on your interests.
It sounds far away, but 2020 is just around the corner. Is your IT organization prepared with a roadmap that positions you and your team for success? Join Jarod Greene, former Gartner ITSM analyst and Vice President of Service Management Strategy at Cherwell Software, for a compelling look at the single most influential trend shaping the future of ITSM—artificial intelligence (AI)—and what the most successful IT teams are doing right now to prepare.
In this webinar, we’ll get past the hype and get down to business, showing you how to build a 3-year ITSM roadmap that positions you and your team for future success with AI. You’ll learn:
* Types of AI-driven technologies and services that will proliferate the workplace over the next 3-5 years
* Primary ways the service desk must evolve in order to embrace these next-gen technologies
* Five prerequisites for a solid AI foundation, and the order in which they should be implemented
* Capabilities your ITSM platform must support in order to take advantage of AI
Mac and iOS devices are popping up everywhere, including your organization. Why? Executives and creative groups are demanding to use Mac at work. Interns are asking how to get email on their iPhones. What’s an IT admin to do?
In our webinar, Ultimate Guide for Apple Management, we’ll put your mind at ease and show you how to develop and apply a simple, yet successful strategy for managing Mac, iPhone, iPad, and even Apple TV devices in your organization.
* Deployment and provisioning tactics for Apple devices
* Configuration management options and software delivery methods
* Security considerations for Apple and ways to empower end users
The mandate to drive digital transformation has finally hit the realm of Higher Education, specifically targeting the “Ed Tech” universe. From the application process up until graduation, colleges and universities are dealing with a student body who have needs and demands that are very different from those of students who graduated even a decade ago. Think about it: the freshmen walking onto campus today have all grown up as consumers within an online community. They don’t just appreciate an intuitive, well-organized web experience, they expect one.
ServiceNow aids schools in two ways: the platform makes it smarter, faster, and easier for students to navigate their student portals, and for universities to integrate and consolidate all of their disparate systems. With its intuitive interface, ServiceNow helps higher ed institutions to step away from the dark ages of spreadsheets and un-trackable requests, and instead provide their students and alums with an organized and pleasant web experience.
IT Ops and DevOps for the modern enterprise offers many benefits — increased agility and productivity, leaner operations, and hybridized hosting options — but digital transformation isn’t easy, especially if you’re not asking the right questions, addressing the right issues.
Creating a culture that embraces modern operations is still a challenge, especially when maintaining reliability and security is a paramount requirement for decentralized business IT models. Not to mention justifying the costs of transformation to your CIO.
Dive into the “new normal” for enterprise Modern Ops with this informative Moogsoft / xMatters webinar event, and find out the 5 questions that every CIO needs to ask in 2018.
As customer service professionals, we sit in the midst of the most important paradigm shift within the industry today – the Digital Transformation. This shift has brought more focus on and relevance of the business potential of contact centers than ever before. In this session, we’ll take a look at why Digital Transformation matters, what it means, and how organizations are successfully redefining their contact centers for extended reach and impact. No longer can we hide behind old technological limitations that may have prevented responsive, personal interactions. Today customers are demanding great experiences and are driving change. Either we give them the TLC they are looking for…. or our competitors do it for us.
Artificial Intelligence is the hottest topic in IT, which means by default, it must enter the realm of IT Service Management.
The promise of Artificial Intelligence (AI) in Service Management is no longer the stuff of science fiction. Natural Language Processing will change the way IT organizations handle incidents, changes and requests. Machine Learning will take knowledge management to a new level. Virtual Support Agents will support you and your end users. But none of these realities come to fruition without the foundation you can build today.
Join us to hear about
* The promise of AI for the service desk and the workforce
* Prerequisites for successfully embracing AI
* Practical steps you can take now to lay a strong foundation
Everyone knows changes are risky; change management is responsible for managing that change-related risk. In theory, it’s simple; in the real world, it’s a far cry harder. This webinar presents a straightforward approach to identifying and analyzing change-related risk, along with practical risk mitigation strategies that you can put to use in your organization right now.
Attend this session to learn all about:
* Identifying change-related threats
* Assessing vulnerabilities
* Determining risk
* Risk reduction strategies
* Prioritizing risk mitigation efforts
We'll cover 'Cryptocurrency Related Attacks' for this month's theme. In doing so, we'll provide insight as seen by our investigators and analysts. For the 'Insight' portion, Adam Harrison will provide a 2018 Data Breach Digest pre-release 'sneak peek' on a Cryptocurrency-Mining Malware scenario. For the 'Today's Risk' portion, we'll feature Roy Porter who'll provide an in-depth look into cryptocurrency-related attacks as seen in our caseload and on the DarkNet and internet.
This will be followed by our regularly scheduled programming:
Dashboards, reports, KPIs, and metrics are all part of life in the contact center. The challenge: putting all that data in context to use it effectively. Does your team struggle to measure or improve the customer experience consistently? If so, you’re not alone. According to a 2017 ICMI survey, it’s one of the top ten challenges for contact center leaders.
Join us on February 22 as we help you identify ways to understand the most complex customer feedback in an organized and comprehensive manner. We’ll also show you how to use the power of text analytics to put your metrics in the right context, and how to deliver those valuable insights to key decision makers across your company.
In this webinar, you will learn:
* How to use the data you already have to identify actionable areas for improvement
* How to refine your dashboards and measure what really matters to customers
* How to better analyze, measure, and correlate your customer data
Join us for an interactive and informative hour, complete with live audience Q&A.
With the ServiceNow’s new Kingston release, fans will not only get new functionality for a richer user experience but enjoy important strides in perhaps the most anticipated areas area of the day: machine learning and automation.Every release brings us more expansion across the ServiceNow Platform, and Kingston is no exception, adding new features and functionality including advances in the ServiceNow Platform, CSM, HR Service Delivery, ITOM, ITBM, Performance Analytics, Security Operations, GRC, and, of course, IT Service Management (including Software Asset Management). Taken in context, these new capabilities make a strong case that ServiceNow is setting itself up to act as the technology backbone for modern organizations (so keep an eye out for future platform plays!).
Join Troy DuMoulin, VP of Research and Development with Pink Elephant, as he discusses the future of integrated service management.
In order to support changing business needs and digital transformation, IT organizations must begin working in an end-to-end value system versus isolated pockets of technical specialists. IT Service Management is evolving to provide a systematic view of the full value system.
Hear Troy’s holistic perspective on ITSM’s evolution into an enhanced and expanded proposition that integrates DevOps, ITIL, Agile, and Lean.
Effective employee onboarding programs increase performance by up to 11 percent, according to BambooHR. What makes an effective onboarding program? Reducing the time it takes for new employees to get the tools they need to do their best work.
In our webinar, Zero to Productive: A Better Employee Onboarding Experience, we show how you to create a smooth and reliable technology onboarding experience that makes it easy, informative, and dare we say, fun for employees to get up and running immediately.
In this webinar, we’ll cover:
* Why onboarding matters
* Advanced zero-touch device deployment tools
* How to leverage progress feedback apps
* End user interaction opportunities
Every organization needs to become a modern software factory. You're developing new capabilities to quickly deliver high-quality customer experiences. You've deployed software that enables rapid development. And you're nurturing an agile mind-set with a primary focus on customers. At some point during this journey, people up the food chain will ask about their return on investment. Do you have a process or framework in place to respond to the question with knowledge derived from quantifiable data? In this webcast, ITSM author Darren Arcangel dives into how ITIL® metrics and continuous service improvement can help quantify this business value.
There are so many advantages that come with the service portal, but setting it up is only half the battle. Learn some creative ways to push portal adoption throughout your organization. FirstHealth of the Carolinas drove thousands of would-be help desk calls through the portal. Find out how.
Today, modern, Customer Support teams use thoughtful, intuitive technology to solve customer issues at light speed. In some cases, they have even transformed from a cost center to a juiced up revenue producer.
In our March Lunch and Learn our Customer Service experts will show how to do just that, with real-world examples from companies winning Customer Service right now, and a live demo.
Government agencies require precise planning and support when it comes to software implementation. Carefully navigating the intricacies of regulations and mandates, organization structure, lobby groups, and complex contracts is essential for success.
Join Tracy Barnes, of STRITCO, as he discusses his experience implementing Cherwell service management within the public sector. Tracy will share the specific challenges experienced during public sector ITSM implementation and provide practical, actionable solutions that have proven to improve performance within IT, HR, Purchasing, and Finance departments.
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.
Using email and spreadsheets to manage your help desk is a recipe for mistakes and inefficiency. Can you prioritize CEO requests? Do you know how many password reset requests you receive per month? What is the average time each ticket it open?
If you’re using email, or even have an outdated on-prem solution, we doubt you can answer yes to all of those questions.
Join Kyle Shepard, Manager of Customer Success at Samanage, on Wednesday, October 11, at 2p.m. EST, as he discusses:
• The downfalls of using email
• How to quickly create workflows to manage requests
• Reporting available with a modern solution
• How centralized ticketing moves the organization forward