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  • Building Your CX of the Future -- Take the First Steps Today
    Building Your CX of the Future -- Take the First Steps Today
    Chris Bauserman, VP Segment and Product Marketing, NICE inContact Recorded: May 16 2019 61 mins
    Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Your customers, and your c-suite, are pressuring you to innovate and improve. But how do you take the first step and keep on pace on your transformation -- while executing on the daily operational pressures?

    Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future.

    We will discuss:
    - New consumer research: How are your customers' expectations changing?
    - CX Maturity Model diagnostic: Where do your CX operations stack up vs. your peers?
    - Personalized next steps: What 2019 hot topics are right for you to adopt?
  • How To Elevate ITSM Performance With AIOps
    How To Elevate ITSM Performance With AIOps
    Dominic Wellington, Moogsoft VP of Strategic Architecture Recorded: May 16 2019 44 mins
    Join Cherwell and Moogsoft for a webinar discussing how ITSM can be extended beyond simple ticketing to cover new collaborative ways of working. Integration of human expertise and AI-powered automation is the new reality in the network management center. Changes to processes and models are required to support the complexity and accelerating rate of change of modern IT infrastructures. As ongoing digital transformation drives increasing expectations of IT performance, a new multi-vendor IT Operations toolchain is emerging.

    Today we’ll discuss:
    •What is AIOps and how it’s defined by analysts
    •How to solve key challenges in an organization using AIOps
    •How to move key initiatives forward using AIOps
  • How We Approached Evaluation of ALM Octane and Now Run Agile Testing
    How We Approached Evaluation of ALM Octane and Now Run Agile Testing
    Gerd Fladrich, Risang Sidik Recorded: May 16 2019 60 mins
    This webinar is brought to you by the Vivit Testing Quality ALM Special Interest Group (SIG).

    Join this webinar that will demonstrate how BNP Paribas started and performed evaluation of ALM Octane and is now using the tool to run complete agile testing lifecycles. The testing lifecycle will be presented as a live demo that follows Behavior-Driven Development (BDD) methodology and uses Gherkin notation for defining test suites.

    The testing lifecycle starts with definition of requirements and user stories, heavily builds on test automation and advanced reporting, manages and synchronizes defects across tools, and feeds learnings from testing back into the requirements. It uses an integrated development and testing infrastructure including products like Confluence, Jira, Micro Focus ALM, Micro Focus ALM Octane, Jenkins, GIT, Cucumber, IntelliJ, TestCafe, and others.

    BNP Paribas’s journey with agile test automation using ALM Octane started in 2017. The webinar presents in a nutshell how evaluation of ALM Octane was approached and conducted. It explains how new methods were introduced with the objective to leverage full tool functionality. The initiative has soon helped to increase testing efficiency and created important business value.

    Webinar participants will learn:

    • How BNP Paribas has conducted evaluation of ALM Octane
    • Why ALM Octane is much more than just a successor of ALM/Quality Center
    • How ALM Octane eases flexible management of its entire surrounding tool chain
    • Why methodology like BDD shall precede tools, and not vice versa
    • How Gherkin establishes a common language for the entire agile development lifecycle that helps integrating business, development, and testing
    • How to use ALM Octane for pipeline management, reporting, defect synchronization, import of performance testing and BPT results, integration of in-sprint testing etc.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    John Grim, Senior Manager, Investigative Response - America Recorded: May 15 2019 70 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the Data Breach Investigations Report (DBIR) and the current cybersecurity threat landscape.

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

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

    Our Verizon Threat Research Advisory Center presenters will be:
    •Alex Pinto, Head of Verizon Security Research Team
    •John Grim, Senior Manager, Investigative Response - America
    •Dustin Maxwell Tobin Shubin, Threat Intelligence
    •David Kennedy, Managing Principal, Open Source Intelligence

    And then we'll turn things over to David Kennedy, Managing Principal, Open Source Intelligence to cover:
    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com
  • Windows 10 vs. Mac: The Modern Enterprise Migration
    Windows 10 vs. Mac: The Modern Enterprise Migration
    Dean Hager, CEO – Jamf & Garrett Denney, Solutions Architect – Jamf Recorded: May 9 2019 36 mins
    Microsoft is ending extended support for Windows 7 on January 14, 2020 and it's time for organizations to make critical technology choices. After nearly a decade, Microsoft will no longer be required to put out security patches or provide support for the Windows 7 operating system (OS). 



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


    You'll learn:

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

    Join us to see how the Windows 7 EOL impacts you and how you can future-proof your technology for today, tomorrow and 10 years down the road. Register now!
  • Turning a Service Management Support Engineer Effortlessly into Learning Content
    Turning a Service Management Support Engineer Effortlessly into Learning Content
    Anna Marie Jupp Recorded: May 9 2019 50 mins
    There are many challenges facing those who work in the ITSM field. It seems the most significant challenge is the constant changes, whether they are within the tools and customers you are supporting, the on-and-off boarding of employees, or the changes in your ITSM solution from upgrades or total replacement. The Micro Focus Adoption Readiness Tool can help you guard against these changes affecting your business.

    • How to stop your knowledge leaving the building when the SME’s move on
    • How to put together a knowledge repository and maintain your content efficiently
    • How to create new content on the fly
    • How to make this knowledge available for everyone at the point of need
  • Windows 10 vs. Mac: The Modern Enterprise Migration
    Windows 10 vs. Mac: The Modern Enterprise Migration
    Dean Hager, CEO – Jamf & Garrett Denney, Solutions Architect – Jamf Recorded: May 9 2019 36 mins
    Microsoft is ending extended support for Windows 7 on January 14, 2020 and it's time for organizations to make critical technology choices. After nearly a decade, Microsoft will no longer be required to put out security patches or provide support for the Windows 7 operating system (OS). 

    

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


    You'll learn:

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

    Join us to see how the Windows 7 EOL impacts you and how you can future-proof your technology for today, tomorrow and 10 years down the road. Register now!
  • CISO Series Deconstructs the Verizon Data Breach Investigation Report (DBIR)
    CISO Series Deconstructs the Verizon Data Breach Investigation Report (DBIR)
    Moderator: David Spark (@dspark), Producer, CISO Series Recorded: May 8 2019 60 mins
    Moderator: David Spark (@dspark), Producer, CISO Series
    Mike Johnson, co-host, CISO/Security Vendor Relationship Podcast and former CISO, Lyft
    Allan Alford (@allanalfordintx), co-host, Defense in Depth, and CISO for Mitel
    Alex Pinto (@alexcpsec), head of Verizon Security Research

    It's launch day for the Verizon Data Breach Investigation Report (DBIR), and all the hosts for the CISO Series' podcasts have invited the head of Verizon Security Research to discuss latest findings of the report and what they mean for the cybersecurity industry.

    Hashtags for event: #CISOseries and #DBIR

    Please join as we want you to be part of the discussion
  • 2019 Verizon Data Breach Investigations Report (DBIR)
    2019 Verizon Data Breach Investigations Report (DBIR)
    Alex Pinto Recorded: May 8 2019 63 mins
    2019 Verizon Data Breach Investigations Report (DBIR)
  • Use value-stream thinking to define metrics and Automation to improve processes.
    Use value-stream thinking to define metrics and Automation to improve processes.
    Troy DuMoulin VP, Research & Development, Pink Elephant & Vincent Geffray Senior Director, Product Marketing, Everbridge Recorded: May 8 2019 57 mins
    Today’s digital businesses face more complex threats than ever before. These range from IT services failures, application latency and outages to performance and security issues, none of which your customers will tolerate. They expect services and applications to be available 24/ 7, wherever they are, and from any device. With these digital offerings increasingly at the core of your business, ensuring good quality service must be your top priority. Therefore solving IT issues as quickly as possible is essential.

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

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

     How to deliver on four seemingly contradictory objectives: innovation, speed, security, and compliance
     Value-stream thinking vs. framework thinking
     Lean IT and Incident Response Automation to improve end-to-end performance
     Applications for ITSM, DevOps, and agile development
  • 2019 Verizon Data Breach Investigations Report
    2019 Verizon Data Breach Investigations Report
    Alex Pinto Recorded: May 8 2019 65 mins
    2019 Verizon Data Breach Investigations Report
  • Drive Loyalty and Engagement with Core Customer Experience Competencies
    Drive Loyalty and Engagement with Core Customer Experience Competencies
    Joseph Michelli, Chief Experience Officer, The Michelli Experience Recorded: May 1 2019 47 mins
    Join CCNG and best selling author Joseph Michelli as we discuss how to drive loyalty and engagement to achieve an outstanding customer experience.

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

    During this interview, Joseph will explain the essential competencies needed to deliver outstanding experiences to every customer, every time – no excuses. He will share context and tools to elevate the experience of your internal and external customers by focusing on and integrating people, process, and technology.
  • DevOps Adoption in The Real World – 3 Ways to Drive Test Centric Continuous Deli
    DevOps Adoption in The Real World – 3 Ways to Drive Test Centric Continuous Deli
    Julian Fish, Wes Godard Recorded: Apr 30 2019 59 mins
    As Enterprise DevOps adoption hits the mainstream, organizations are looking to streamline and simplify their Development and Testing practices through the use of Continuous Integration (CI) and Continuous Delivery (CD). Whilst CI and CD practices can provide significant benefits, such transformations are often led by Development teams, where little thought is given about the impact that the process and technology changes will have upon testing organizations, and the need to fully align all areas of the application delivery pipeline.
    In this live webinar, join Micro Focus to understand:
    • How development, test and release processes and pipelines can be easily and simply aligned
    • How test automation can be a core component of your CD pipeline and why an orchestrated DevOps toolchain is key to successful DevOps transformation
  • Perspectives on Leadership - An Interview with Lark Will, eBay
    Perspectives on Leadership - An Interview with Lark Will, eBay
    Lark Will, eBay Recorded: Apr 25 2019 39 mins
    CCNG's Executive Director - Magnet Program, Lon Hendrickson, interviewed Lark Will of eBay regarding her "Perspectives On Leadership." Watch this interview as Lark shares her insights and experiences relating to omnichannel and how to ensure brand consistency across all channels.
  • Cherwell-Everbridge Integrated Solution to Restore IT Services Faster Than Ever
    Cherwell-Everbridge Integrated Solution to Restore IT Services Faster Than Ever
    Vincent Geffray, Sr. Director, Product Marketing, Everbridge; Chuck Darst, Sr. Product Marketing Manager, Cherwell Software Recorded: Apr 25 2019 60 mins
    IT incidents happen all the time, from outages, application slowdowns to cyber-attacks and some more critical than others. For IT incidents which require immediate attention, IT experts must be engaged in a timely manner and different groups need to be informed and/or updated. The challenge most organizations are facing is around the coordination of IT incident response when time is of essence. For instance, how to:
    - Aggregate and manage all the relevant information centrally
    - Identify the appropriate information share with different roles
    - Ensure timely and effective response across teams
    - Enable efficient collaboration regardless of people's location

    In this webinar, Chuck Darst from Cherwell and Vincent Geffray from Everbridge will explain how the integrated Cherwell-Everbridge solution helps organizations manage, control and automate their response to IT incidents to minimize the impact on their IT professionals and on their business.
  • Get Enterprise Provisioning Right Finally
    Get Enterprise Provisioning Right Finally
    Alex Binotto - Sr. Product Manager, One Identity Recorded: Apr 25 2019 46 mins
    Discover how to take the risk out of enterprise identity and access management by managing the challenges of distributed applications and an ever-changing workforce.

    This webinar discusses what to look for in an IAM / IAG solution, and shows best practice examples of:

    - How to react to business changes within the user lifecycle
    - How to ensure people's permissions and access are appropriate to the business function they perform
  • The changing face of Privileged Access Management
    The changing face of Privileged Access Management
    Tyler Reese, One Identity Recorded: Apr 25 2019 41 mins
    Discover how a next-generation PAM solution can help your organisation address common challenges such as:

    - How to secure solutions that protect privileged accounts
    - How to satisfy both auditors and admins with frictionless security
    - How to leverage the cloud without sacrificing security
  • The Bots are coming! Overview of Virtual Agents & How They Modernize Support
    The Bots are coming! Overview of Virtual Agents & How They Modernize Support
    Rich Graves, Director of Product Management at Serviceaide Recorded: Apr 24 2019 61 mins
    Are the machines out to get you? Are they going to replace you and your colleagues? The short answer is "No", but they have the potential to change how you do your job. This primer will enable you to be informed about these changes and proactive in making your job more productive and enjoyable.

    This presentation will dive into how components of artificial intelligence are being used to create modern conversational support experiences today. Learn about the differences between chatbots and virtual agents, discuss scenarios where virtual agents excel, and how virtual agents can improve key support metrics such as MTTR and customer satisfaction.
  • Survey Says: It’s Time to Reimagine Quality Management!
    Survey Says: It’s Time to Reimagine Quality Management!
    Fancy Mills (ICMI); Lauren Maschio (NICE Nexidia); Erica Marois (Moderator) Recorded: Apr 24 2019 62 mins
    According to new ICMI research, only 16% of contact center leaders strongly agreed that their QA program was setting them up for success. Are you part of the 84% that aren’t completely sold on your QA program? If so, mark your calendar! Join us on April 24 to get an exclusive first look at the soon-to-be-released results from our recent quality management and analytics study. Whether you’re looking to benchmark your current practices against your peers, or seeking ways to refine your approach to analytics and quality management, you don’t want to miss this!

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

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • IT Service Management Community Update
    IT Service Management Community Update
    Harriet Jamieson, BrightTALK and Elisabeth Thomas, Launch Product Marketing Recorded: Apr 24 2019 19 mins
    Join BrightTALK's Harriet Jamieson and Launch Product Marketing's Elisabeth Thomas as they review the latest developments in IT Service Management.

    From automation to ITIL 4, Harriet and Elisabeth will be covering where ITSM is headed in the coming months.
  • Make Support Personal: Inject Relevance Into Every Interaction
    Make Support Personal: Inject Relevance Into Every Interaction
    John Ragsdale, Distinguished Research VP, Service Technology at TSIA & Jennifer MacIntosh, VP Customer Experience at Coveo Recorded: Apr 24 2019 32 mins
    As your business scales, manually tracking, updating, and surfacing the right knowledge to your customers in a personalized, relevant manner quickly becomes unmanageable. This can lead to inconsistent and unreliable experiences for your customers and places unnecessary burdens on your support staff. Smarter, automated, and more scalable user experiences are necessary to get ahead.

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

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

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

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

    We’ve all moved into the future. ITIL is doing the same!
  • ServiceNow Knowledge19 Sneak Peek: How to Conquer the Conference
    ServiceNow Knowledge19 Sneak Peek: How to Conquer the Conference
    Ellen Daley, Grant Pulver, Dana Canavan, James Hamilton, Ryan Dinwiddie, Meghan Lockwood Recorded: Apr 23 2019 61 mins
    Learn how to maximize your ServiceNow Knowledge 2019 experience. This team of ServiceNow experts (and Knowledge veterans) will cover everything A-Z K19. Join this webinar to...

    - Learn tips to maximize your experience
    - Uncover the questions our clients ask us the most
    - Find out the three things you absolutely must do to ensure it's the most successful Knowledge conference yet
    - Get a preview of two of Acorio's Presentations at K19
  • Supporting Distance Learners Through Remote Support: The SNHU Story
    Supporting Distance Learners Through Remote Support: The SNHU Story
    Michael O’Leary (Southern New Hampshire University), Roy Atkinson (HDI) Recorded: Apr 23 2019 59 mins
    More and more students are taking advantage of online college resources, often in the form of distance learning programs. In fact, a 2018 study by the Babson Survey Research Group found that distance program enrollments have increased for 14 consecutive years. The total distance learning population is now well over 6 million students, and those students depend on robust, reliable technologies, tools, and support to enable their education.

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

    Who Should Attend?

    Service desk/support center directors, managers, supervisors, and team leads looking for better ways to support the ever-increasing numbers of remote faculty, students, customers, or employees.
  • Linguistics + Machine Learning = The Ultimate Conversational AI Experience
    Linguistics + Machine Learning = The Ultimate Conversational AI Experience
    Tim Bartz, Yelena Kasianova May 21 2019 3:45 pm UTC 45 mins
    The buzz around Deep Learning and Big Data have led many decision-makers to believe that Machine Learning alone can recognize intent and provide proper responses without human supervision. Real-world experience proves otherwise.

    Our unique patented hybrid approach is flexible and allows enterprise personnel to use linguistic tools to train an AI Assistant into more than an advanced FAQ bot, even without data. Thus collected data from multiple sources is used as context to optimize the solution’s ability to carry on natural language dialogs, embodying the tone, personality, and other attributes consistent with the company’s brand.

    Join Tim Bartz, EMEA Presales Consultant at Artificial Solutions as he demos Teneo's Hybrid capabilities.

    -

    Introducing Teneo Developers, a new comprehensive resource to allow enterprise developers and partners fast access to experience the power of Teneo. Visit www.teneo.ai to get started for free.
  • Integrating Knowledge Management and Virtual Agents for Self-Service Success
    Integrating Knowledge Management and Virtual Agents for Self-Service Success
    Chris Chagnon (Worcester Polytechnic Institute); John Prestridge (EasyVista); Megan Selva (Moderator) May 21 2019 5:00 pm UTC 60 mins
    Knowledge management is more critical than ever. Advanced technologies, such as virtual agents, chatbots, and AI, require that organizations have knowledge organized and accessible to the “smart machines.” One of the goals of knowledge management is to provide self-help for customers and end users. Organizations want to provide this kind of assistance, for reasons including ongoing cost savings and reducing contact demand on the service desk, but many have been met with mixed results, especially in terms of adoption.

    What if, regardless of where users are—in a collaboration tool, on an intranet site, or elsewhere—knowledge was readily available and provided guided help through virtual agents, chatbots and other advanced technologies? The whole experience of accessing and consuming knowledge would be different, empowering people to get on about their work seamlessly.

    In this webinar, we’ll discuss 3 steps you need to consider to successfully integrate advanced technologies and knowledge management to raise the level of self-help support in your organization:

    1. Adopt foundational AI capabilities focused on improving context and relevancy
    2. Deliver knowledge experiences rather than knowledge articles
    3. Make self-service available from collaboration platforms, websites, self-service portals, and more.

    This webinar will help you form your strategies and set your goals for the acquisition and use of emerging technologies.
  • Practical Ways to Boost Agent Morale
    Practical Ways to Boost Agent Morale
    Jeff Toister (Toister Performance Solutions, Inc.); Darryl Addington (Five9); Erica Marois (Moderator) May 22 2019 6:00 pm UTC 60 mins
    Is agent morale a top challenge for your team? Pizza parties, contests, and ping pong tables are fun, but they’re not enough to move the needle. Even leaders with the best intentions tend to struggle to get agents to bring their best selves to work each day. The result? Disengaged agents, poor service, and frustrated customers. It doesn’t have to be that way! Join us on May 22 to find out how you can practically refine your people, process, and technology strategies to overcome some of the common obstacles to high morale and engaged employees.

    During this webinar, you will learn:

    - The counterintuitive reason why motivation is a top challenge for contact center agents.
    - A critical link between agent morale & empowerment that's vital to delivering extraordinary customer experiences
    - How Five9 Genius™ Intelligent Cloud Contact Center can empower your agents, helping you transform both the employee and customer experience

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • The Hidden Costs of Employee Attrition
    The Hidden Costs of Employee Attrition
    Ron Davis, Tenacity May 22 2019 6:00 pm UTC 58 mins
    CCNG conducted a survey of its members to see how they measure the cost of attrition. The findings surprised us!

    Join us for this webinar as we 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 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
  • CMDB - Guaranteed! Maintaining a Functional CMDB
    CMDB - Guaranteed! Maintaining a Functional CMDB
    Sherief Farid May 23 2019 7:00 pm UTC 120 mins
    Configuration Management Databases play an important role in Service Transition and Operations. However, IT organizations tend to find a challenge in maintaining and supporting a Functional CMDB.



    In this webinar, we'll discuss tested effective methods to keep your CMDB Healthy. Configuration Management and its role (recap / reminder).



    What makes a CMDB functional?
    Success factors that contribute to the maintenance of a healthy CMDB.
    How can ITIL v4 help to empower Configuration Managers?
  • Enrich Shopper Experience & Handheld Device ROI with Integrated Communications
    Enrich Shopper Experience & Handheld Device ROI with Integrated Communications
    Todd Carothers, EVP of Marketing, Sales & Product at CounterPath and Scot Stelter, Senior Manager Global Product at Honeywell May 29 2019 5:00 pm UTC 60 mins
    In this age of instant gratification and rapid fulfillment, consumers expect to find what they want quickly. How can retailers become agile and quick-moving while facing fierce competition? While handheld computers, scanners and rugged devices are being used for inventory management and other functions in the retail environment, the path to higher organizational productivity and competitive edge, lies in transforming retail processes without having to reinvent the wheel. By empowering these devices with portable phone capabilities, retailers can future-proof their employee communications and provide a better standard of support to their customers.

    Co-presented by industry leaders Honeywell and CounterPath, this webinar highlights how voice and messaging solutions when integrated with handheld computing devices improves communication, employee productivity and the customer experience. Learn how advanced voice solutions transform handheld computing devices into an extension of the existing corporate phone system. Incorporating voice and messaging functionality with handheld and scanning devices improves the ROI by delivering new and increased functionality.

    Key learnings:
    • Emerging trends in mobile and handheld computing for retailers
    • How VoIP and Messaging solutions are enhancing customer satisfaction and employee productivity
    • Benefits of Unified Communications as part of an omnichannel strategy
    • How VoIP solutions increase the ROI for mobile computing solutions
    • How to remotely deploy and manage your voice and messaging solutions across your handheld devices from a centralized provisioning platform.
    • Using VoIP and Messaging to increase retail loss prevention effectiveness
  • Mobile Device Management 101
    Mobile Device Management 101
    Veronica Batista 
Manager, Global Business Development SMB May 29 2019 6:00 pm UTC 35 mins
    Join us to learn more about Mobile Device Management basics. We'll talk through what's possible with MDM and your Apple devices, best practices for enrollment and management, and discuss the value of the App ecosystem to provide the best experience for your end users or customers.
  • 3 Key Strategies to Re-Imagine Agent Onboarding
    3 Key Strategies to Re-Imagine Agent Onboarding
    JD Dillon, Principal Learning Strategist, Axonify May 30 2019 6:00 pm UTC 57 mins
    It takes an average of 11.5 weeks to onboard just one agent - and one in three agents will leave your organization within the year. The time to reimagine your approach to onboarding has never been more critical.

    With a new way of thinking about onboarding agents, you can speed up time-to-competency, mitigate early turnover, and continuously build capability on-the-job, which will ultimately drive better business performance. We’ll give you 3 key principles that call center leaders, including BT Consumer, the UK’s largest provider of broadband services, are applying to their business to improve results.
  • Reducing Agent Effort and Lowering AHT for a Better CX
    Reducing Agent Effort and Lowering AHT for a Better CX
    Roger Lee, Director - Customer Success, Gridspace Jun 6 2019 6:00 pm UTC 60 mins
    Providing an effortless employee experience is critical in delivering memorable customer service. How do you ensure that your customer service professionals are communicating accurate and complete information when they interact with your customers/clients? How do you know your customer service professionals are providing appropriate products/solutions to better serve your customers/clients?

    Join us for this discussion in which Roger Lee, Director - Customer Success for Gridspace, will share his thoughts on how to utilize machine learning speech analytics to provide agent assistance to improve both the employee and customer experience.
  • 6 Ways to Increase Self-Service Success on Your Support Portal
    6 Ways to Increase Self-Service Success on Your Support Portal
    David James, Director, Product Marketing, Coveo Jun 18 2019 4:00 pm UTC 36 mins
    It’s no surprise when it comes to resolving issues and finding information, customers prefer self-service. And organizations prefer it because it dramatically reduces support costs. But if you want to make great self-service a reality on your support portal, you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

    Join us for this live webinar to learn the 6 best practices to increase self-service success & boost case deflection.

    In this webinar, we will:

    -Dive into what great self-service looks like and show you the formula for creating relevant support experiences
    -Share case study examples of successful support portals and communities using Coveo
    -Answer questions about AI-powered search capabilities

    If you’re a Customer Service Innovator, a Community Manager, or interested in the latest self-service trends, you won’t want to miss this info-packed session on the power of AI-powered search to boost customer self-service.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Eric K. Gentry, Principal Consultant, PS Advisory Services Jun 19 2019 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    This month's theme: Social Attacks

    Our Verizon Threat Research Advisory Center presenters will be:

    •Eric K. Gentry, Principal Consultant, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will also cover:

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

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • How to Mitigate Fraud, Reduce Customer Friction, and Boost Productivity
    How to Mitigate Fraud, Reduce Customer Friction, and Boost Productivity
    Andrew Gilliam (ICMI Featured Contributor); Mitchell Young (Neustar); Erica Marois (Moderator) Jun 19 2019 6:00 pm UTC 60 mins
    According to 2019 research, almost half (46%) of contact centers are unhappy with their current authentication method. While implementing fraud mitigation measures can often feel like a burden, contact centers can benefit tremendously from better data intelligence & authentication practices. From more personalized service to greater operational efficiency and a more effortless experience, the opportunities are exponential.

    Are you ready to reap the benefits of more satisfied customers, happier agents, and more accurate and secure data? Join us on June 19th!

    During this webinar, you will learn:

    - The latest best practices in fraud mitigation, which will help you protect both your customers and your contact center
    - How to identify critical points along the customer journey that can improve the overall experience—for agents and customers
    - How and why data intelligence plays a crucial role in driving operational efficiency

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • Unlocking the Value in Conversational Data
    Unlocking the Value in Conversational Data
    Tim Bartz and Yelena Kasianova Jun 25 2019 3:30 pm UTC 45 mins
    Data is widely recognized as one of the most valuable assets a company owns. Conversational data is, without doubt, the most valuable. The challenge is to understand what this data means and what effective actions to take as a result. Recognizing new or unexpected trends while staying in tune with customer behavior and sentiment is a competitive advantage, and key in building successful customer relationships, maintaining loyalty and increasing repeat business.

    Join Tim Bartz, EMEA Presales Consultant at Artificial Solutions as he demos Teneo's Hybrid capabilities.

    -

    Introducing Teneo Developers, a new comprehensive resource to allow enterprise developers and partners fast access to experience the power of Teneo. Visit www.teneo.ai to get started for free.
  • ITSM and Digital Transformation – the Business Benefits
    ITSM and Digital Transformation – the Business Benefits
    Mark Smalley, the IT Paradigmologist Jul 16 2019 8:00 am UTC 45 mins
    If we didn’t have IT service management, we’d be in a right mess. But how do you identify and articulate the benefits of ITSM in terms that business people understand?

    Starting with familiar ITSM notions such as utility and warranty, this talk explores how these relate to tangible business benefits such as more sales, higher prices, and lower costs and risks. Is ITSM just about keeping the lights on, and is it just as difficult to relate ITSM effort to business benefits as it is to say how much the cleaner’s broom contributed to last month‘s sales? This talk lets you decide for yourself.
  • ITSM and Digital Transformation
    ITSM and Digital Transformation
    Simon Dorst and Michelle Major-Goldsmith - Kinetic IT Jul 16 2019 10:00 am UTC 45 mins
    A look at ITSM and Digital Transformation with Simon Dorst and Michelle Major-Goldsmith.
  • Cloud Credential Council's Look at ITSM and Digital Transformation
    Cloud Credential Council's Look at ITSM and Digital Transformation
    Mark O' Loughlin - Cloud Credential Council Jul 16 2019 3:00 pm UTC 45 mins
    Mark O' Loughling of Cloud Credential Council looks at ITSM and Digital Transformation
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    John Grim, Senior Manager, Investigative Response - Americas Jul 17 2019 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

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

    Our Verizon Threat Research Advisory Center presenters will be:

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

    This webinar will also cover:

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

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Powering Proactive Problem and Incident Management
    Powering Proactive Problem and Incident Management
    TBC Jul 18 2019 5:00 pm UTC 45 mins
    Join IT Service Management experts as they discuss how to power proactive problem and incident management.
  • Verizon Threat Reseaerch Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Reseaerch Advisory Center Monthly Intelligence Briefing (MIB)
    Clarence Hill, Senior Manager, PS Advisory Services Aug 21 2019 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

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

    This webinar will also cover:

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

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Verizon Threat Reserach Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Reserach Advisory Center Monthly Intelligence Briefing (MIB)
    Hayden Williams Sep 18 2019 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

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

    Our Verizon Threat Research Advisory Center presenters will be:

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

    This webinar will also cover:

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

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Ashish Thapar, Senior Manager, PS Advisory Services Oct 16 2019 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

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

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

    This webinar will also cover:

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

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Inside ITIL® 4 – the Digital Perspective
    Inside ITIL® 4 – the Digital Perspective
    Mark Smalley, the IT Paradigmologist Nov 5 2019 9:00 am UTC 45 mins
    How does ITIL 4 contribute to the digital enterprise?
    What is a digital enterprise, for that matter, and which digital capabilities are required?
    How does the digital operating model contribute to transforming the enterprise?
    What’s the importance of planned and emergent continual improvement in keeping up with dynamic digital demand?
    How is the role of management changing?
    Which resources and practices do ITSM practitioners have at their disposal to co-create value from digital investments?

    This talk will explore these questions and more.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Adam Harrison, Cryptocurrency Nov 20 2019 3:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •Adam Harrison, Principal Consultant, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This month's theme: Cryptocurrency

    This webinar will also cover:

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

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Eric K. Gentry, Principal Consultant, PS Advisory Services Dec 18 2019 3:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •Eric K. Gentry, Principal Consultant, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will cover:

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

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!