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IT leaders are experts in service management. From ITIL best practices, to building workflows, to measuring service delivery, IT has it down to a science.
But the employee experience reaches far beyond IT. This webinar will show you how IT can take a leadership role in helping other departments deliver the same quality services to employees throughout the organization. Shvonne Craig, Director of IT Services at EXOS, will explain how she helped create a single platform for employee support by including all of the major stakeholders.
For this month’s theme: ‘Payment Security Report,’ we'll feature Ron Tosto who'll cover the latest thought leadership from Verizon, the 2018 Payment Security Report (PSR). The PSR offers industry research on the global payment security landscape. The report highlights the need for effective data protection and provides details on improving security control effectiveness.
John Grim and Josh Costa will then cover two (2) 2018 Data Breach Digest scenarios: one involving an ecommerce breach and the other a Point of Sale (PoS) intrusion. Max Shubin will provide insight to our recent caseload. Finally, Dave Kennedy will complete this month's briefing with:
Attackers love your endpoints. And why not? Most endpoints aren’t patched. User’s disable security tools. Traditional AV won’t stop attackers. And when they get in, it takes months to find them. Then, the incident response nightmare begins. Let’s face it, endpoint protection can be complex. And selecting the right solutions can be confusing.
In this webinar, you will learn:
• What different analysts are saying about today’s endpoint protection marketplace.
• Recent stats that indicate the struggles security teams continue to have.
• Key things to consider when looking at endpoint protection platforms.
In 2017, Verizon hosted Operation Convergent Response (OCR) at the Guardian Centers in Perry, GA as a way of showcasing various core, new, and emerging communications technologies in live action scenarios. The attendee response was positive and seen as very helpful to the support of their core missions. And in response to overwhelming demand, Verizon will return to the Guardian Centers this year, November 5-8, to host Operation Convergent Response 2018 (#OCR2018) - and we want you to join us!
This webinar will give you an opportunity to:
•Learn more about the real-world experiences #OCR2018 will demonstrate to federal, state, and local agencies and organizations.
•Hear directly from Verizon’s experts as they provide deep-dives into the various scenarios and other event activities, including a solutions showcase and conference as well as a variety of immersive learning experiences.
•Ask additional questions in the Q&A session.
#OCR2018 will highlight technology from Verizon and its eco-system of innovative companies at our solutions showcase and within the following immersive, real-world scenarios:
With all of the change that’s happened in contact centers over the past 10 years, it may be daunting to think about the years ahead, but it’s a necessary and revealing exercise. Strategic, long-term planning enables organizations to prepare for and anticipate investments in technology, shifts in their workforce, and evolutions in their methods for delivering service. But how far out should a long-term plan go? And what should or shouldn’t be included in the process?
In this ICMI webinar, you’ll hear from contact center expert Justin Robbins on how long-term planning has changed in recent years, what’s the most effective data for future planning, and ways to leverage the changes in technology and customer expectations to your advantage.
Attend this webinar to learn about:
- Designing long-term models for staffing and planning
- The future of occupancy, service level, and other key WFM metrics
- Benchmarks and best practices for long-term contact center planning
- The latest advances in long-term forecasting capabilities
Digital transformation has become a mandate, not just for IT, but across enterprise-wide business processes, including HR, finance, and facilities. The IT organization has a unique opportunity to drive digitization and service transformation throughout the entire organization, overcoming traditional silos with a unified approach.
Join VP of Product Marketing, Cherwell Software, Matt Klassen, John Huckle, CEO, Business Forward, and Ryan Mulvaney, Principal Consultant, Business Forward as they share how two global brands are leading the charge with digital/service transformation.
John Huckle, Founder and CEO, Business Forward
Ryan Mulvaney, Principal Consultant, Enterprise Service Management Practice, Business Forward
It´s time to develop a new culture of collective knowledge and developing analytics that empower more effective strategies.
Julie L. Mohr, world-renowned author and thought leader, and Maria Cronfalk from Stockholm University will share how to drive innovation through the capture and use of knowledge both within IT and administrative processes. In this webinar you will learn how Knowledge is the key to finding new ways to innovate and drive lasting change on campuses around the world.
The webinar presenter is Julie L. Mohr and you will hear the success factors from Stockholm University who are in the forefront within Self-Service Support and efficient Knowledge Management processes.
Take a look at this brief video interview with CCNG member Daniel Weiss as he shares his thoughts about participating in a recent CCNG networking event at the Coca-Cola customer operations center in Charlotte, NC. Listen as Daniel discusses the high level of interaction and engagement that took place, and how willing everyone is to share with the group.
IT is responsible for supporting the business through daily operations, growth, and change. This hefty responsibility puts IT at the heart of nearly every forward-thinking organization. Unfortunately, there is no single methodology that tells IT exactly what to do, but Integrating best practices that support agility, while also providing stability is the only way to remain competitive.
ITIL, the most popular IT best practice framework, raises skepticism when it comes to agility. However, when applied judiciously, strategically, and in the context of agile and lean principles can provide a stable platform while enabling speed and efficiency.
Tracy Barnes, STRITCO
About Tracy: Tracy was the project manager for the successful ISO/IEC 20000-1:2005 certification at the Florida Department of Revenue. The first state government agency to be certified in the United States. Tracy has achieved the following certifications: ITIL Expert, PMP, Executive Consultant/Manager in ITSM according to ISO/IEC 20000, Six Sigma Green Belt, Internal Audit Certificate in ITSM according to ISO/IEC 20000-1:2011, and is a Certified Public Manager.
More organizations than ever before are now recognizing the importance of the employee experience. Productivity, talent acquisition and retention, and customer satisfaction are all related to the employee experience, so it makes very good business sense to improve it as much as possible.
In this webinar, Roy Atkinson and Matt Stone will examine how concentrating on three aspects of employee experience can accelerate business performance.
In this webinar, we will discuss:
* Understanding how the employee experience is related to business success
* Measuring the right things
* Providing a single platform for service management across the organization
Who should attend:
* Service management professionals inside and outside IT
* Managers and process owners who want to learn more about service management trends
What is mentoring? What’s the difference between coaching and mentoring? Is mentoring relevant to my organization? What are the strategies and benefits?
Mentoring is a cost efficient and trusted solution to many of the problems surrounding communication and staff development within an organization.
All new members of staff, regardless of seniority, should have an appointed mentor to assist in the induction process; the need for ongoing support with all aspects of practice is particularly important for success and happiness!
This session will seek to debunk the confusion and uncertainty that often surrounds a developmental mentoring role, outlining clearly the responsibilities of the mentor and mentee and highlighting what is to be avoided. Coaching techniques and their appropriateness will be investigated, alongside how to apply these in an agile environment, finishing with strategies on how to embed a mentoring scheme and the benefits for individuals, team and organization!
Your Electronic Health Record (EHR) is mission-critical for delivering timely, high-quality patient care. Any downtime, be it as a result of a planned change or an outage, can put your patients and hospital systems at risk.
How do you ensure that you have complete visibility into the impact of EHR outages on critical hospital business services? How do you rapidly prioritize and respond to issues so your patients receive the best possible care at the point of service?
Join UNC Health Care and UnityPoint Health as they detail how they’ve successfully integrated their Epic EHR solution with ServiceNow to improve support services, simplify work for their staff, and increase the quality of patient care.
During this webinar, you’ll learn:
-How UNC Health Care’s rapid growth led them to invest in a solution that lets them rapidly zero in on the root cause of service issues and quickly understand the impact of planned changes or EHR outages
-How UnityPoint Health created their own “Epic Help Button” that rapidly routes EHR-related issues to the right support teams for quick resolution
-How to proactively identify, prioritize and respond to outages that impact critical EHR-based clinical and administrative services
New technologies have changed our personal and professional lives for the better. But, accommodating the rapid and dramatic business technology changes can be difficult. Setbacks caused by outdated, legacy ITSM solutions do not make modernization efforts easy. Whether your goals include artificial intelligence, incorporating DevOps, or automating key IT processes, all ITSM teams must embrace change and innovate.
Join our upcoming webinar with representatives from higher-education, healthcare, and government as they share successes, blunders, and challenges from the IT trenches.
TJ Martinez, Director of Customer Support Services, University of New Mexico
Diane Burton, IT Client Services Manager, Seattle Cancer Care Alliance
Nick Kouloungis, Information Technology Services Manager, Louisville Metro Technology Services
On Tuesday, August 21st, at 1:00 PM ET, 10:00 AM PT, join Carleen Carter, Acorio's Director of Technical Consultants and Solutions, as she presents The Software Asset Management Landscape is Changing: Here's What You Need to Know.
- Software Asset Management Best Practices & Strategy
- Changes with Virtual Machines and Cloud Licenses
- Lower cost and risk with ServiceNow's Software Asset Management
Join Claire Agutter, Simone Jo Moore, Sally Bogg, Elisabeth Thomas and Andrea Kisfor an open, honest discussion about the opportunities, lessons and challenges found in a career in ITSM. From entering the industry, to forging a career and making a difference, this one-off panel discussion will explore all facets of being a woman in ITSM in 2018.
For this month's theme: 'Data Breach Digest Highlights', we'll feature John Grim, Senior Manager, Investigative Response – Americas, who'll highlight the latest in terms of data breaches.
Specifically, John will discuss scenarios in this year's Data Breach Digest, reveal how these scenarios match up against the 2018 Data Breach Investigations Report incident classification patterns, and in doing so, provide detection and validation, response and investigation, and mitigation and prevention countermeasures from an incident response and cybersecurity perspective.
We'll then see what's happening with the IR Pulse and our caseload trends, followed by:
Consumers are not as likely to fill out surveys as they once were. Survey programs across all industries are struggling to obtain both the quantity and quality of data required to make intelligent decisions. Does this mean that customers are providing less feedback to organizations? Hardly! Feedback is happening all around in new and exciting ways. It’s time that we evolve our ability to listen. Learn the best ways to capture unstructured feedback and take your Voice of the Customer program to the next level!
Do you survey your customers? Are you getting the quality or quantity of data that you did in the past? How do we evolve to break the survey mentality and tap into the "treasure trove" of data? Watch this 4-minute interview with Nate Brown as he shares some highlights for an upcoming live webinar on August 14th.
Introducing Luma the Virtual Agent with Artificial Intelligence. Learn how organizations using ITSM software from CA Technologies can rapidly leverage this powerful capability without altering their current implementations. •You will see Luma in action, automating self-service, guiding users to create actionable tickets, performing knowledge lookups, and automating tasks such as reset password.
Problem management is the hidden treasure of Service Management. It is key to ensuring reducing the cost of IT services, improving the value of IT services, and improving customer satisfaction. But how do you justify investing in problem management?
Too frequently problem management is understood as something that must be done when things really get bad, or when a customer is screaming because of a failure somewhere else, or as a “last resort” when no one knows what else to do.
In reality, problem management is key to improving the performance of IT and improving the customer’s view of IT’s true capabilities, whether related to technology, applications developed in-house, software, cloud services, etc. You name it, problem management has a role.
This session will cover:
•Investigating the hidden treasure – What does it take to get problem management “off the ground”; the who, what, where, when and why of problem management
•Searching for the hidden treasure – Gather your team and start mapping metrics for problem management
•Digging up the hidden treasure – How to start - the approach to implementing problem management
•Protecting the hidden treasure – Retain the value - keeping the momentum with problem management
There is a considerable hype about Artificial Intelligence (AI) and its potential impact on humanity. For some, it is the best thing since sliced bread, bringing eternal leisure and world peace; for others, it is doomsday accelerated, where humanity will either become extinct and machines take over the world or it becomes slaves to the robots.
In this presentation, we will cover an overview of what AI’s capabilities are today, where it may lead us, and what we need to take into consideration in service management of AI. Furthermore, we will present a service management model that shows realistic perspectives on what AI’s capabilities can and cannot be. This leads to conclusions about whether AI is a threat to humanity or not.
This is a rescheduled webcast due to technical issues with the first attempt.
Goya Foods is a global organization serving thousands of customers all over the world. How does an organization that large deliver a better employee experience? Join Bryan Greer, Senior System Engineer at Goya Foods, as he shares the top three ways they've used IT service management best practices to improve internal customer satisfaction:
- Build a user-friendly service portal
- Measure success with tangible data
- Continuous improvement and expansion of best practices
Technology is becoming increasingly critical to businesses and other organizations, but as technology speeds up, we often don’t think about the negative business impacts it may bring: new hires whose equipment isn’t available, services that are interrupted, and customers or users who aren’t informed of a change or outage, to name a few. Smarter technologies driven by abundant data analytics can provide the support organization with information and solutions with more accuracy and speed than previously possible.
Join us to learn:
• Why analytics are important to service management and support
• What machine learning is and how it can enable faster, better, more accurate resolutions
• How machine learning and analytics combine to enable smart processes that can pinpoint expertise, accelerate configuration and change management, and minimize wasted time
Join us for an interactive discussion where you can ask key questions and take away practical recommendations for calming the chaos in your contact center.
Every modern contact center seems to struggle with common challenges including:
*Applying interaction data to improve customer experience and retention
*The quarterly "wrangling" of operational costs
*Maintaining quality performance standards across decentralized teams
Keeping all these "balls" in the air makes it hard to think strategically about how to generate greater efficiency and value. Don't miss this conversation as we work to minimize the chaos so you can see the overall picture more clearly.
Greg Cummings - Greg has 20 years of industry experience in consulting, operations, and contact centers -- helping to drive process improvement through an outcomes based methodology. He is currently Manager Global Channels with NICE inContact.
Wade Myers - Wade has 10 years of experience in voice and data recording solutions for a wide variety of industries focused on solutions high in quality, ease of use, and customer satisfaction.
With Apple’s Worldwide Developers Conference (WWDC) behind us, it’s time to review the exciting announcements and discuss how you can prepare now for your future iOS 12, tvOS 12 and macOS Mojave updates.
In our webinar, Get Ready for OS Upgrades and Apple Business Manager, we’ll explain the new management features and services coming your way.
We will cover:
•What new mobile device management (MDM) features will be available with Apple’s upcoming OS releases
•How to prepare for OS upgrades this fall
•An introduction to Apple Business Manager
On Thursday, September 27th, 1:00 PM ET, 10:00 AM PT, we've got an expert panel to discuss London. Get up-to-date with new features and figure out your next steps.
Join Ken Michelson, VP of Platform Solutions, Marci Parker, VP of Client Delivery, Meghan Lockwood, VP of Strategic Marketing, Johnny Walker, ServiceNow Architect, and Michelle Bautista, Presales Solution Architect, as they present London's Calling: ServiceNow Experts Share London's 5 Most Compelling New Adds.
- Learn about the 5 most compelling features ServiceNow added with London
- Ask our panel of experts your questions about the release
- Find out if this upgrade is right for your team, plus our tricks to creating a 5-star upgrade schedule
The war for talent is real. According to the Manpower Group, the enterprise is seeing its highest talent shortage since 2007 in crucial business roles such as IT, sales, engineers, finance and management. How can you get a leg up on the competition and start hiring and retaining the best talent? It begins with choice.
In our webinar, How to Offer Technology Choice (and Reap the Benefits), we will walk you through the what, why and how of employee-choice programs, and examine recent survey findings that show 72 percent of employees will choose and stay at an organization that offers them choice in work technology.
- How choice influences the employee experience
- Security implications to consider when offering choice
- A framework to ensure a successful choice-program implementation
We all want an engaged service and support organization, yet success eludes us. According to a 2017 Gallup poll, employee engagement is officially stuck in a rut. In this interactive webinar, service expert Jeff Toister will share five practical ways you can quickly boost staff engagement, starting immediately and without spending a small fortune or launching a huge project. Learn about a simple motivation secret that's often overlooked, best practices for staff satisfaction surveying, no-cost engagement strategies you can implement right away, and more!
Enterprise service management solutions have expanded service thinking beyond IT. Vendor solutions enable organizations to broadly apply service management practices to the rest of the business, uncovering new value and improving service experiences across IT and non-IT business units. Forrester Research recently completed the first comprehensive survey covering 13 major ESM vendors. Join Charles Betz, Principal Analyst with Forrester, for an inside look at the latest Forrester Wave: Enterprise Service Management.
Principal Analyst, Forrester
Charles Betz is Forrester’s lead DevOps analyst serving infrastructure and operations professionals globally. In this role, he covers continuous deployment and release automation, incident management, and emerging topics such as containers and chaos engineering. He also covers the transformation of “traditional” IT operations organizations into next-generation digital service organizations. He retains an interest in enterprise service management topic areas such as service portfolio management, service catalog, IT asset management, application discovery and dependency mapping, configuration management, and CMDB as well as industry frameworks like ITIL, IT4IT, and COBIT.
In an increasingly crowded marketplace, customer service has emerged as one of the last frontiers for competitive advantage. But in a rush to be everything to everyone, many companies are overlooking one enduring need of its customers: the desire for human connection. JetBlue was founded on the mission to "bring humanity back to air travel." During this webinar, you'll hear how customer service has set the airline apart in the past, present, and vision for the future. You’ll also learn how companies in any industry can apply lessons JetBlue has learned to deliver more practical, personalized, and delightful service experiences.
In this webinar, you will learn:
- How to bring people, process, and technology together to deliver more customer-centric service
- How to humanize the customer experience
- How JetBlue leverages customer service as a competitive differentiator
Join us for an interactive and informative hour, complete with live audience Q&A.
The Center for Internet Security (CIS) benchmark for iOS is a highly regarded checklist for organizations to follow when securing iPad and iPhone devices. By combining CIS recommendations with a mobile device management (MDM) tool, organizations ensure their devices are properly secured and managed.
In our webinar, How to Implement the CIS Benchmark for Better iOS Security, we’ll walk you through the CIS benchmark and explain:
•Ways to properly set up and manage iOS devices
•The role of MDM to implement CIS recommendations
•Which iOS functionality to enable or disable
Accidental CSI - "Did I Do Thaaaat? (in your best “Steve Urkle” voice)
Are you doing Continual Service Improvement by ACCIDENT??? Do you think you are not doing Continual Service Improvement (CSI), or not doing it well? What if you found out that you ARE doing CSI, but just don't realize it? If you think that you don't have time to improve, or have no idea where to start, and cannot get management buy-in and sponsorship to begin CSI, then this session is for you! Don’t let your service quality be held back because CSI is too hard to get started.
This session will cover identifying areas in your organization where CSI is “brewing”, how to make those areas relevant to your CSI needs, and how to develop a CSI Roadmap. We will discuss the "low hanging fruit" of CSI, how to identify where you are ACCIDENTALLY doing CSI, and how to make it PURPOSEFUL CSI. Then you can say, “YES! I did thaaaaaat!’
A PURPOSEFUL Roadmap approach to Continual Service Improvement
Samanage customer, DPR Construction, will share how they have pushed the boundaries of service management. They'll present how they’re providing the highest level of service to their employees using the Samanage Service Platform.
What are companies with superior customer experiences doing differently? Join industry leaders John Irey and Greg Cummings as they share the strategy behind an effective omnichannel customer care success model. Participate in a discussion on how self-service, AI, and digital tools are shaping the customer journey and how to leverage that knowledge to build a better digital plan. Benefit from shared examples of the best and worst attempts at omnichannel and get equipped with the tools necessary to build your own strategy.
Greg Cummings - Greg has 20 years of industry experience in consulting, operations, and contact centers -- helping to drive process improvement through an outcomes based methodology. He is currently Manager Global Channels with NICE inContact.
John Irey - John, a contact center Principal Consultant at Mindsight, is an 18 year veteran assisting in the full life cycle of contact center engagements. His experience in both solutions and deployment engineering roles gives him deep insight into the strategy behind developing an omnichannel contact center solution for every business need.
Fast forward to end-of-year reviews in 2019. What will your team have accomplished? Will you be proud to report on soaring CSAT scores, transformative process improvements, and unprecedented profits? If you want to set your team up for success in the year ahead, now’s the time to start planning. Join us for this eye-opening discussion on the trends you need to watch as you prepare your contact center for the future.
In this webinar, you will learn:
* What AI and Machine Learning will really mean for the contact center, and the practical steps you can take now to ensure smooth implementation
* How to deliver an employee experience that will attract and retain top talent
* What’s next for customer experience
* How digital transformation will impact the contact center in the years ahead
Support centers track Time to Respond, Time to Answer, Handle Time, Time to Restore Service and other time-based metrics to make sure that end users are not needlessly tied up getting support, and that support analysts and technicians are providing assistance a rapidly as possible. Forrester says employees spend almost one-third of their time interacting with systems and applications. They want to be able to get on with their work with minimal interruption and they want to work where they are, when they can, from whatever device they choose. When they need assistance, they need it to be fast and minimally disruptive.
Frustration and delay—known as friction—strongly affects employee satisfaction and overall morale. Employee retention is tied directly to satisfaction, and turnover is expensive and time consuming. In today’s tight labor market, it is even more difficult. Lowering the friction involved in both providing and receiving assistance can keep employees working and more satisfied.
While some are already familiar with Apple device management, many of you are diving in for the first time and seeking guidance on ways to properly deploy, manage and secure the growing number of Mac, iPad, iPhone and Apple TV devices joining your environment. If you fall into the “I want help” camp, we are here for you.
In our webinar, Apple Device Management for Beginners, we’ll teach you the basics and help you build, and ultimately master, your Apple management skills.
• What Apple services and programs are available
• The stages of Apple lifecycle management
• Best practices for infrastructure planning
‘DevOps’ has become a magic word in IT. But what is DevOps, really? And what is its relationship to Lean IT and Agile? Two key experts who are furthering adoption and development of the DevOps Agile Skills Association (DASA), Mike Orzen and Niels Loader, attempt to clear up any confusion as they review a brief history of DevOps.
In this day and age, it is almost impossible to open a website, article or publication about IT without coming across DevOps. It seems to be defining the current state of development of the IT industry. It is also one of the most misunderstood and misused terms today. DevOps is a label we have devised to describe the journey of the IT industry towards the application of Lean principles to the delivery of IT services and customer value.
This session offers a loosely scripted conversation between two thought leaders in the DevOps community in which they explore the relationship between Lean, Agile and DevOps.
Let’s face it … we can no longer abide by the working rules of yesteryear. The new generation of contact center agents have grown up using mobile devices, and that means companies need the ability to quickly communicate with their agents and provide a real-time, two-way communication stream. To be successful, organizations need to engage their employees with a WFM mobile app. Empowering your agents with a mobile app leads to a better work-life balance, enhanced communications, and a streamlined scheduling process.
This webinar will explore the impact a mobile app can have on your contact center agents, business, and customer experience.
As Stephen Covey said “There are three constants in life... change, choice and principles”
Recent years have seen an explosion of different service management practices, leaving organizations confused about the best way forward. What is the best approach for building a service management model?
Michelle Major-Goldsmith and Simon Dorst will discuss the basic background, benefits and pitfalls of common ITSM practices like ITIL, SIAM, Agile and VeriSM. Focus will be on a clear distinction of what each of these practices brings to an organisation and provide some advice on both where to start defining a service management model and how to consider integrating the latest best and enabling practices as they evolve.
ITIL helps you maximize the potential of your digital services and ensures you keep ahead of business demand by giving you a framework of how to adapt your processes, organisation and culture.
In this session, learn from industry leader John F McDermott of HPE how ITIL can keep you agile, adaptive, and responsive - ensuring you create value and are a pioneering and enabling facilitator of IT and its associated services.
Join Dolf van der Haven, Information Security and Quality Manager, at Verizon Enterprise Solutions This webcast as he gives an overview of the three main movements in service management that will have an impact in 2019.
This webinar will cover the new edition of ISO/IEC 20000-1, VeriSM and the new ITIL 4, and will show the merits of each movement, comparing them and demonstrating that whilst not mutually exclusive, each has their own specific merits.
With all this sexy Digital Transformation, Agile and DevOps stuff going on, good old IT Service Management is in a bit of a rut. Somewhere far from the business in the bureaucratic basement, still waging (un)civil IT wars with their archenemies, the evil developers. The IT Paradigmologist explores three escape routes: enterprise-oriented service management, broader but technology-centric IT management, and user-oriented information management. Or staying put and going digital?
Attracting and retaining agents can be a cumbersome task for contact centers. In many ways, they (agents) expect a blending of their work and personal lives. A WFM mobile app keeps agents engaged, provides a better work-life balance, and ensures time management and collaboration, while giving supervisors and analysts the ability to quickly identify problems and take action to ensure proper staffing and service levels are met.
Join us as we discuss how intraday management with a mobile app is helping contact centers to connect and empower their agents.
Intraday management is one of the highest priorities and most demanding tasks for contact center managers. Mobile self-service provides supervisors with the tools needed to quickly adapt to unexpected changes, manage all aspects of schedules, and better communicate with their agents.
During this webinar we will demonstrate how to use the mobile app from a managerial and agent point of view, and show how agents can view/change schedules, manage preferences, receive push notifications, shift trade, and more.