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Call Center 101, Sharing Best Practices

Recorded Jul 29 2010 33 mins
Presented by
Shane Collins, Director Application Development at Ticketmaster
Presentation preview: Call Center 101, Sharing Best Practices
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  • The influence that supervisors have within an organization’s safety culture cannot be overstated. If safety excellence is the goal, empowering supervisors to leverage positive recognition on the front line is non-negotiable. Join Caterpillar Safety Services Senior Safety Consultant Jenny Krasny as she presents the final installment of a four-part webinar series on supervisor development. Learn why recognizing successful performance is the critical final step in a successful accountability strategy, and how to properly execute it.

    Learning Objectives:
    • Review of accountability model
    • Understand the value of ‘catching’ people doing things right
    • Explore the 3W’s (when, what and who) of effective recognition
    • Learn the simple steps to create an effective recognition system
  • According to a PwC report “One of the main reasons many banks world over have resisted embracing a customer-centric model is because of integration challenges.”

    The future of most financial institutions depend on the strong connections they forge with customers. The relationship between banks and customers are constantly evolving and they need to adapt and connect in new ways with the customer to remain competitive today and win tomorrow’s customer. Mobile technology and social media are presenting opportunities and challenges to reach out to the customers like never before. While driving customer centric transformation initiatives are important for the bank, it is also extremely critical for the banks to have a strong Run the Bank strategy to drive operational efficiencies and manage cost pressures. Business integration plays a very critical and powerful role in designing and implementing Transform the bank and Run the bank initiatives. Despite the evident dividends banks seem to wrestle with their technology plans and investment decisions.

    In this session, we will address a few effective strategies for banks to address the challenges posed with integrating technology and business and how banks can take the leap towards
    a)Leveraging the strong multichannel interaction and delivering a seamless customer experience
    b)Segmenting consumers dynamically through real-time insights
    c)Tailoring real time offers based on real-time customer data
    d)Run the bank initiatives with focus on efficiencies and cost savings.

    With the right partner and technology expertise, you can deliver seamless banking experience to your customer.
  • Every fleet has unique management requirements. In this webinar you will learn to use three specialized products that can enhance the management of your drivers and assets.

    •Compliance regulation responsibilities can be simplified when integrated into fleet management software. See how to electronically manage driver and vehicle inspection reports, hours of service, fuel taxes and more.

    •Driver ID lets fleet managers know which driver is operating which vehicle at all times—automatically. Learn how to track driver performance, identify problem behaviors, and be alerted to unauthorized vehicle use.

    •Asset tracking protects your investment in high-value equipment in three ways. Learn how monitoring asset location and movement can improve response times, protect equipment from theft and connect the right vehicle to the right asset.
  • Editorial webinar sponsored by Avalara

    We've tracked over $3.8 Billion in fundings, $3.8 Billion in acquisitions and IPOs for marketing tech in Q3 of 2015. The results are staggering.

    The volume of deals, in both amounts and frequency shows VC confidence in marketing tech, and through our analysis, we're able to help you understand where they're gravitating towards and why that matters.

    This webinar will answer:

    •Which types of companies are gaining funding, and where in the marketing tech universe they fit.

    •Where we're seeing the biggest areas of consolidation.

    •Who the most involved / most active VCs are.

    •Implications for investors, vendors, and most importantly marketing technology buyers and users.

    *What you need to do to get noticed by the top VC, straight from the VC themselves

    Register today!

    Jon Cifuentes, VB Insight analyst, VentureBeat
    Blake Patton, managing partner, Tech Square Ventures
    Jason Denenberg, director of entrepreneurship and capital finance, LaunchTN
    Ravi Belani, Managing Partner, Alchemist Accelerator, Stanford University

    Wendy Schuchart, Moderator, VentureBeat
  • The focus of this programme is manifold and address the following issues: fostering the use of the tools of risk assessment and risk management in new fields of application such as policy making; providing a platform between the insurance community, the engineering and academic communities and policy makers to discuss risk issues; promoting the concept of the insurability of risks as the natural borderline between State legislation and the market economy; identifying new opportunities for insurers in the emerging sustainability concept in order to enlarge the field of insurable risks
  • Driving the adoption of a new technology within your company takes persistence. By creating excitement around change management, from the initial buy-in to the company-wide roll out, companies are finding greater adoption successes and ultimately a better return on their investments.

    Join Lifesize Chief Customer Success & Happiness Officer, Amy Downs, as she sits down with IT Directors Michael Maloney of IMA and Shane Dickinson of Silicon Labs for an inside scoop on why they chose Lifesize for their collaboration and how they helped the technology thrive throughout their organizations.
  • In a culture of safety excellence, safety activities aren’t just check-the-box exercises – they’re interactive, informative and preventative. Caterpillar introduces a new smartphone and tablet app to assist customers in completing walkaround inspections of equipment and job sites that truly increase the presence safety.

    Cat Inspect, available on Apple and Android devices as well as Windows tablets, allows you to perform timely and informed inspections of Cat and non-Cat equipment. Identify safety concerns easily and share them instantly to mitigate risk.

    Join David Frager, Program Manager in Caterpillar’s Equipment Management Technology & Solutions Division, to learn more about this tool to improve your safety processes. We will review the inspections forms available, show you how to perform your daily inspections, and explain how to create custom forms to meet your business needs.
  • Reputational risk, often called reputation risk, is a risk of loss resulting from damages to a firm's reputation, in lost revenue; increased operating, capital or regulatory costs; or destruction of shareholder value, consequent to an adverse or potentially criminal event even if the company is not found guilty. Adverse events typically associated with reputation risk include ethics, safety, security, sustainability, quality, and innovation. Reputational risk can be a matter of corporate trust.
  • Sponsored by Workfront

    Marketing teams get creativity. Creativity is their life’s blood. The concern is that by setting up rules and processes, we might kill that creative spark that drives the art created by the marketing directive. Agile methodology is applying the art of science in order to uncomplicate and reduce unnecessary admin time -- the very thing that keeps us from spending more time making beautiful campaigns and generating innovative copy.

    We’re going to talk to real life marketing teams who are using Agile methodologies to run their right-brained collaboration space – and are seeing tremendous results. We’ll talk war stories, great use cases, and ways to break down the siloes that are keeping your brilliant minds from making that next inspired leap.

    Join us for a free web event sponsored by Workfront to uncover the real-life ways that creative directors are harnessing the power of agile marketing methodologies to rapidly make fantastic leaps and discoveries that fuel careers.

    In this webinar, you’ll:

    * Hear first-hand experiences from current creative teams using tried and true methods to build faster and respond to industry trends quickly
    * Learn ways to increase the number of great ideas and proof of concepts
    * Use data to analyze and capitalize on changes in projects, marketing and industry trends… before your competitors know what hit ‘em.
    * Capture the lightning in a bottle that ensures amazing customer experiences.

    Register today!

    Sponsored by Workfront

    Jim Ewel, Principal, Agile Marketing
    Stewart Rogers, director of marketing technology, VentureBeat
    David Lesue, creative director, Workfront
  • Business continuity encompasses a loosely defined set of planning, preparatory and related activities which are intended to ensure that an organization's critical business functions will either continue to operate despite serious incidents or disasters that might otherwise have interrupted them, or will be recovered to an operational state within a reasonably short period. As such, business continuity includes three key elements: 1. Resilience: critical business functions and the supporting infrastructure are designed and engineered in such a way that they are materially unaffected by most disruptions, for example through the use of redundancy and spare capacity; 2. Recovery: arrangements are made to recover or restore critical and less critical business functions that fail for some reason. 3. Contingency: the organization establishes a generalized capability and readiness to cope effectively with whatever major incidents and disasters occur, including those that were not, and perhaps could not have been, foreseen. Contingency preparations constitute a last-resort response if resilience and recovery arrangements should prove inadequate in practice.

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  • Title: Call Center 101, Sharing Best Practices
  • Live at: Jul 29 2010 6:15 pm
  • Presented by: Shane Collins, Director Application Development at Ticketmaster
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