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Learning and Development

  • How to Use Intelligent Site Search to Increase Conversions
    How to Use Intelligent Site Search to Increase Conversions
    Jon Rossman & Mark Floisand Recorded: Feb 27 2020 55 mins
    Your customers don’t have time to browse all over your site. They want to search for – and find – what they need quickly and easily through personalized experiences. And with site search users being up to 5 times more likely to convert, the stakes for relevant results and recommendations are higher than ever before.

    In this webinar, you will learn how Motorola Solutions is adapting its digital strategy to the changing expectations of their customers. Jon Rossman, Solutions Digital Experience Manager at Motorola will share his experience and lessons learned from creating a more relevant, unified and personalized website experience. You’ll hear practical tips to increase website traffic and conversion, and strengthen the relationships with your brand. Additionally, you will learn:

    · Motorola’s strategy and roadmap to create relevant experiences at scale
    · Simple site design and functionality changes that can have a big impact on search
    · How artificial intelligence can help you deliver the most relevant search results
    · How to leverage analytics from the search experience to evolve your web strategy
  • Becoming A Connector: Effective Networking Strategy For Board Professionals
    Becoming A Connector: Effective Networking Strategy For Board Professionals
    Samantha Pitre Quillen Recorded: Feb 27 2020 60 mins
    Networking is not something that you should act on when you require something from someone. Networking should be a consistent habit you priortize each week.

    Hosted by C-Suite People & Culture expert and established career coach, Samantha Pitre Quillen, this informative webinar reveals the power of networking and which strategies you should be implementing throughout your executive career to redeem the benefits.

    Throughout the 60 minute session, Samantha will uncover the myths behind networking, discuss optimal strategies for time-limited executives and share tips to relieve you of your biggest networking concerns. The presentation will show you how to become an optimal networker who expands your connections, allows you to make meaningful introductions to your colleagues and strengthens the depth of your relationships.

    Drawing on her expertise in guiding professionals to leverage their network for success, Samantha will share how you can build your strategy to gain the multiple rewards from effective networking and harnessing the power in stronger relationships.
  • Helping Sales Find Focus with Automation
    Helping Sales Find Focus with Automation
    Meaghan Carey, Chief Revenue Officer Recorded: Feb 26 2020 44 mins
    Join Meaghan Carey, Chief Revenue Officer at Glisser, as she walks through 5 use cases of automation's impact on Sales. Learn how to better leverage the tools you have to let your Sales team focus on the bottom line.

    Explore 5 Automation Use Cases helping put Sales back on track:
    - Data Enrichment Tools
    - Lead Generation & Hand Off Process
    - Lead Scoring Build Out
    - Performance Tracking
    - Content Sharing & Activity Tracking
  • Debriefing 360-degree Feedback
    Debriefing 360-degree Feedback
    Dan Deka Recorded: Feb 26 2020 60 mins
    During this webcast we’ll share the best methods debriefing and coaching from the results of a 360-degree feedback survey. The course prepares HR professionals to coach individuals, interpret individual and group reports, and guide the development planning and follow-up with participants.
  • Let’s talk leadership: 5 steps to making an impact
    Let’s talk leadership: 5 steps to making an impact
    Lori Kleiman, SPHR SHRM-SCP Recorded: Feb 20 2020 47 mins
    Enterprise growth requires executive leadership involvement when it comes to changing the culture, focus, or services an organization offers. To be successful, the growth strategy must focus on many things at once, including people. Every aspect of the organization has to work together, and here’s where HR’s role is crucial. Whether it’s a new product, or a shift in competitive focus, HR is intrinsic to helping the company stay competitive.
    HR’s role in driving the success of the organization includes a number of factors. HR must ensure the administrative function of the organization are handled, but must focus attention on the important role of sharing the culture and vision of the organization. Internal and external relationships will help shape the HR function, as well as your career.
    In order to drive enterprise growth and achieve optimal business results, HR and the leadership team must get on the same page and keep communications open. But, how can you do this? We will share proven tips and tricks to being a strategic executive who is action oriented and technologically savvy. We do this by defining a 5 step process to join the leadership team and have the career of your dreams today!
    Learning Objectives:
    ·Presenting your initiatives in way that the leadership team will listen
    ·Make connections to become the leader your organization needs
    ·How to align the HR goals with organizational strategy
    ·Evaluation of strategic planning as it impacts your function
    ·Tools that will help you show added value to your organization

    Enroll to earn 1 general credit for SHRM or HRCI
  • Unlock Your Inner Leader: Reveal and Redesign Your Power to Lead
    Unlock Your Inner Leader: Reveal and Redesign Your Power to Lead
    Debra Kunz, Founder and Executive Coach, Center for Deliberate Growth® Recorded: Feb 19 2020 60 mins
    Decide today to unlock the leader within you. You’re already smart, savvy, and strong. Now you want to become more effective, and make it easier to create results for yourself and for the business.

    Whether you are a seasoned executive, entrepreneur, evolving leader, or business owner, understanding what creates your leadership power gives you the tools to achieve what you want the most. Use these insights to manage your simultaneous business challenges, competing priorities, limited time, and endless decisions.

    Learn to lead-easier™ as Debra Kunz, Executive Coach and Founder of the Center for Deliberate Growth®, reveals the crucial decisions that create intentional growth. See those decisions in action as she shares case studies from her years of empowering leaders and advancing companies forward.

    What You Will Learn:
    • The #1 decision that optimizes how you spend your time.
    • How to manage the obstacles that interfere with your growth, and derail business results.
    • Recalibrate how you use your energy, and what to give your mental time and focus to.
    • The most critical question that creates productive breakthroughs.
    • What you must do first.

    ©Copyright 2020 Center for Deliberate Growth®. All rights reserved.
  • 5 Omnichannel Lessons Learned the Hard Way
    5 Omnichannel Lessons Learned the Hard Way
    Scott Sachs (SJS Solutions); Brian Spraetz (Five9); Roy Atkinson (Moderator) Recorded: Feb 18 2020 61 mins
    There is no doubt that your organization should provide a consistent customer experience across all communication channels. Fielding customer inquiries and providing information in multiple, disconnected channels can contribute to errors, miscommunication, and a disrupted customer journey that forces customers to repeat information. As a result, this can contribute to an increase in customer churn. Omnichannel, however, can create connected customer journeys and exceptional customer experiences.

    In this webinar, you will learn about some omnichannel pitfalls you can avoid, including:
    • The wrong technology (added on top of legacy systems)
    • Agents not cross-trained, leaving channels unstaffed or unavailable
    • Inaccurate metrics and KPIs
    • Insufficient or disorganized customer information

    Join us to gain valuable knowledge so that you don’t have to learn your lessons the hard way.
  • Facebook Ads Made Simple
    Facebook Ads Made Simple
    Andrea Vahl Recorded: Feb 12 2020 62 mins
    Facebook ads are an extremely effective tool to grow your audience and get more leads and sales. But they can feel overwhelming when you are starting out not to mention the fact they keep changing. Plus you can waste your money with the wrong strategy and tactics – and we don’t want that!

    Topics covered:
    What is changing with Facebook
    How to maximize the Boosted Post options on Facebook and Instagram
    What types of ads to run
    How to best target and retarget with a smaller audience
    How to best allocate your budget
  • How to Become a Data-Driven Documentation Team
    How to Become a Data-Driven Documentation Team
    Joe Gelb and Lawrence Orin Recorded: Feb 12 2020 62 mins
    In the world of technical communications, there's a lot of talk about content strategy. But what about the data you need to guide the decisions that drive that strategy? Documentation teams continue to deliver high volumes of content, but without meaningful data to gauge their productivity and measure success.

    Armed with the right data, forward-thinking companies are discovering the tremendous impact technical content has on customer enablement, self-service, support, marketing, and sales enablement.

    Join Scott Abel, The Content Wrangler, and Joe Gelb and Lawrence Orin of Zoomin, for this one-hour webinar and Q&A session.

    You'll see innovative examples of how to put data into action, and find out:

    – How to distinguish between useless analytics and actionable insights
    – How to supercharge your documentation team’s efficiency
    – How to demonstrate your impact on the organization and the trickle-down benefits for every other department, from product to marketing to support
  • How To Nurture Your Mindset for Greater Success
    How To Nurture Your Mindset for Greater Success
    Rosemarie Wilson | Founder, Speaker, Coach & Mentor - Pragmatica Coaching Recorded: Feb 11 2020 61 mins
    Self-Talk it’s the gift that either creates or denies your power. It’s either helpful or hindering. Which do you gift yourself most often?

    We usually think about and maintain our physical health and wellbeing but so often our mind health and how we speak to ourselves falls to the bottom of the priority list.

    “The ancestor to every action is a thought”

    Planning, preparing for and feeling good about yourself and your own success involves a number of key elements -

    Some of which are:
    - Self-Talk
    - Skills Audit
    - Identifying strengths and areas for development
    - Overcoming any ‘Imposterism’ you’re experiencing
    - Identifying you Motivation
    - Crafting Goals

    Nurturing your mindset to support what you want to achieve in life also involves doing what you can to prepare for setbacks, sometimes referred to as resilience or coping strategies.

    In this Webinar we will explore what you can do to use your self-talk and inner voice to support a mindset to achieve and celebrate your success alongside identifying and accessing tools and techniques to help you through the times when things don't all seem to be going your way.

    We will cover:
    - Identifying and changing unhelpful thought patterns
    - Guiding your inner critic to be your voice of objective reason
    - Overcoming ‘Imposter Syndrome’
    - Turning kindness and appreciation inwards
    - How to tap into your motivation and enjoy your success more

    Rosemarie Wilson delivers customised workshops and programs to nurture talent and realise its potential for female professionals, SMEs and Corporates who are committed to investing in and retaining talent within their organisation and also supporting a culture of diversity and belonging. Rosemarie is also an Advocate of 'Women in Tech'.
  • Governance for NEDs - What you need to know
    Governance for NEDs - What you need to know
    Stephen Moss CBE Recorded: Feb 11 2020 56 mins
    In Touch member, experienced non-executive and chairman, Stephen Moss CBE is set to host ‘Governance for NEDs - What you need to know’. The webinar will be invaluable for both aspiring Non-executives and for those who are pursuing additional positions as governance is constantly evolving.



    Throughout the 45 minute session, Stephen will explain what boards expect non-executives to know in terms of governance, what good governance looks like and he’ll also share his own personal experiences of governance at board-level. Stephen has a wealth of knowledge on the topic having spent 12 years as a non-executive director and chairman, plus 30 years running highly successful businesses, including being the MD of BCP Airport Parking.
  • What to Do When Your Business Operates in Silos
    What to Do When Your Business Operates in Silos
    Deb Calvert Recorded: Feb 3 2020 38 mins
    Not all silos are bad. They serve a purpose, and they provide clarity about roles and responsibilities. But when organizations operate too narrowly in silos, results suffer. Join me for new insights about:

    - How to identify when silos have become a barrier to productivity
    - Why silos may be causing you to lose high potential talent
    - What to do about silos that have become a problem
    - Ways to build cross-functional collaboration

    Don't wait until it's too late. Assess and address your silo situations before they divide your business any more.
  • Are you bringing your best self to your toughest boardroom challenges?
    Are you bringing your best self to your toughest boardroom challenges?
    Sharon Nash, Leadership Coach Recorded: Jan 31 2020 55 mins
    Sharon Nash, Independent HR & OD Consultant, Leadership Coach and Non-Executive Director will examine the factors which contribute to dysfunctional leadership and offer personal insights into the process of self-inquiry and how it can help to uncover the blind spots which may keep us stuck in unhelpful patterns of behaviour as leaders. This will be invaluable to anyone with responsibility for leading others, either as an executive or non-executive.
  • From Stuck to Inspired: How to Design a Job That Fits
    From Stuck to Inspired: How to Design a Job That Fits
    Lindsay Gordon, Founder & Career Coach, A Life of Options LLC Recorded: Jan 30 2020 61 mins
    When you feel aimless or dissatisfied in your career, it’s often because you have no idea what you’re looking for. Without a clear idea of what you want to do, you get antsy about leaving your job, focused on external measures of success and distracted by shiny jobs.

    How are you supposed to stop doing what you think is “right” in your career and start doing what’s right for you? If you’re not clear about what you want, there’s no way you can convey it to anyone else.

    Come learn how to stop falling into jobs based on circumstances and start making decisions intentionally that are right for you.
  • The Power of Image - Conveying Your Wisdom to Impact Your Audience
    The Power of Image - Conveying Your Wisdom to Impact Your Audience
    Tania Sterl, Image Consultant and Alyssa Peek - Personal Branding Photographer Recorded: Jan 29 2020 60 mins
    Research shows that it takes only seven seconds for someone to make a solid first impression of you, and even less time to identify certain traits that could make you a character worthy of their time, patience and attention.

    Non-verbal communication counts for up to 80% of the impact made when meeting someone, highlighting the importance of ensuring your exterior profile connotes exactly what you want to portray. During this webinar, our expert presenters will share valuable advice to help viewers recognize how to leverage their image, both online and in-person, to be interpreted as the elite professional they are.

    During the presentation, hosts Tania Sterl, Image Consultant and Alyssa Peek, Personal Branding Photographer, who both work with corporate executives and board members will share their insights on how to build your brand and elevate your image through style, body language and more.
  • Employee Engagement Best Practices in 2020
    Employee Engagement Best Practices in 2020
    David Long and Justin Warner Recorded: Jan 29 2020 61 mins
    One question to consider as you think about whether to put effort and investment into employee engagement: "Is engagement worth the effort and investment we put into it?" The short answer to this question is "yes," but depending on the type of organization you are, engagement may be more critical or less critical to your success.

    During this webinar we'll share the best methods for preparing, administering, and rolling out the results from your employee engagement survey based on over 20 years of experience conducting surveys around the world. We'll also identify the most common mistakes organizations make when conducting an employee engagement survey and how to avoid them.
  • 2020 Vision: Contact Center Trends to Watch
    2020 Vision: Contact Center Trends to Watch
    Roy Atkinson (ICMI) Recorded: Jan 22 2020 58 mins
    In one short decade, tremendous change has reshaped contact centers: from social media to chatbots to video, new channels and ways of serving customers abound; omnichannel, workforce, knowledge management, and more have streamlined contact center operations; and artificial intelligence, machine learning, and natural language processing are fundamentally changing the ways we connect with customers, both internal and external. It was an exciting, sometimes exhausting, decade…but what do the 2020s have in store for contact centers?

    Drawing on ICMI’s industry-leading research and input from ICMI’s Featured Contributors and thought leaders, this webinar will present important trends for 2020 and beyond. We’ll not only explore what’s trending, but also why these topics are important for your contact center’s future:
    • Employee experience
    • Automation and AI
    • Cloud and CCaaS contact centers
    • Knowledge management
    • Self-service
    • Social customer care and social media
    • Recruiting challenges
    • Rediscovering the human factor
    • And more!
  • The Data Impact of Brexit
    The Data Impact of Brexit
    Husna Grimes & Mike Piddock Recorded: Jan 22 2020 37 mins
    With Brexit looming do you know where your companies data will end up? It’s now vital that all companies, their marketers, event planners, trainers and any other business users of SaaS platforms consider how the personal data of their people and their clients is being handled by their technology suppliers.

    Learn more about the safeguards you should put in place and more recent changes in data protection laws. It's important now more than ever to be ahead of these data changes.
  • Webinar: How to boost buyer engagement
    Webinar: How to boost buyer engagement
    Jon Perera - Highspot Recorded: Jan 21 2020 46 mins
    Many sales leaders are challenged by faltering sales often caused by the growing gap between buyers and sellers.

    So, how are B2B companies going to boost buyer engagement and retention to meet the tough sales targets?

    •Sales Enablement - how companies are planning to embrace it
    •Sales Training - what are the pitfalls and the plans for change
    •Digital transformation - what are the plans now and in the future

    Don't miss the must-attend webinar for sales and marketing professionals!
  • Webinar: Why membership is the new revenue generating community
    Webinar: Why membership is the new revenue generating community
    Gordon Glenister - Branded Content Marketing Association Recorded: Jan 21 2020 46 mins
    Reasons to Attend:
    If you want to find a way to create a great sales funnel and community to develop long-lasting relationships, provide a regular revenue stream and opportunities to up and cross-sell then this is the webinar for you. Many of the major brands like Netflix, Amazon Prime, and Linkedin all have very successful membership models, find out how it can work for your business


    Key Takeaways

    •Are you membership ready – the different types to consider
    •How to create a membership programme
    •Understanding the importance of member engagement
    •Why they join, why they leave
  • [Quickinar] What is a Single Source of Truth?
    [Quickinar] What is a Single Source of Truth?
    easyDITA and The Content Wrangler Recorded: Jan 19 2020 6 mins
    Learn why it's important to warehouse all of your content assets in a single, shared content repository.
  • [Quickinar] What is a Component Content Management System?
    [Quickinar] What is a Component Content Management System?
    easyDITA and The Content Wrangler Recorded: Jan 18 2020 6 mins
    We'll teach you what a component content management system is, why you might need one, who uses them, and for what purposes.
  • A Masterclass in AI-Enabled Support Transformation
    A Masterclass in AI-Enabled Support Transformation
    Jessica Ruvalcaba, Relativity, and Judith Platz, TSIA Recorded: Jan 16 2020 44 mins
    Customers expect effortless, individualized interactions—on websites, in apps, and on the phone—and the companies who manage to leverage AI to meet these expectations are reaping business benefits and gaining competitive ground.

    In this 45-minute masterclass on support transformation, learn the steps that Relativity, a leading e-discovery software provider, took to create a more effortless service experience that has increased customer self-service success, reduced case resolution time by 33%, and empowered agents to do more meaningful work.

    Join Relativity senior manager of operations Jessica Ruvalcaba and TSIA vice president of Support Services Research, Judith Platz, to learn how you can:

    - Use AI to harvest data and customer intent, and stitch together experiences that are effortless and relevant for customers.
    - Create a culture and practice of knowledge sharing that will improve the customer and employee experience.
    - Get meaningful analytics to measure and continuously improve the customer experience.
  • Cyber Security: FBI Insight on Managing One of the Highest Risks at Board Level
    Cyber Security: FBI Insight on Managing One of the Highest Risks at Board Level
    Miguel Clarke - FBI Special Agent Recorded: Jan 15 2020 60 mins
    Cybersecurity is increasingly reported as one of the largest threats internationally across multiple industries. Cisco reported that 31% of organizations have, at some point, encountered cyber-attacks on their operations.

    Hosted by FBI Special Agent, Miguel Clarke, the session will share valuable and vital information on how to avoid attacks and lower the threat level posed to your organization. Having assembled and led a successful National Security Cyber Squad, SA Clarke has exceptional experience in investigating and deterring classified threats.

    The National Cyber Security Centre stresses that the protection of organizational information is a board-level responsibility, requiring a proactive approach to managing the allocated responsibilities, security policies and assessing vulnerability. Drawing on his expertise, SA Clarke will share his insights on the importance of managing, and tips on how to reduce your threat to cyber security.
  • Buses & Bell Times: Planning for Later School Start Times
    Buses & Bell Times: Planning for Later School Start Times
    TransPar Group, Inc. Recorded: Jan 15 2020 59 mins
    An informed bell time strategy can help reduce costs, address the driver shortage, and support adolescent health and cognition. When you register for this webinar, you are taking the first step in the problem-solving process to maximize the benefits of later school start times, while establishing the opportunity for successful change management.
  • 10 Ways to Make Any Team More Effective
    10 Ways to Make Any Team More Effective
    Deb Calvert Mar 3 2020 4:00 pm UTC 45 mins
    It's true: team work makes the dream work. Also true: keeping all members of a team engaged, motivated, and pulling together isn't easy. That's why every team could use a tune up. And it's why you'll want to tune in for this presentation to learn how you can:

    -- Build and sustain solid, committed teams
    -- Ensure that both group goals AND individual goals are valued by all team members
    -- Foster healthy dialogue that improves team decision-making
    -- Capitalize on the strengths of every team member
    -- Make your team more productive and more efficient

    This presentation is for everyone who works with anyone in a team setting.
  • Constructing the Next Gen Agent: Why AI is Required
    Constructing the Next Gen Agent: Why AI is Required
    Phil Nanus (TSIA), Lipika Brahma (Coveo), Adam Mullen (Athenahealth) Mar 3 2020 6:00 pm UTC 47 mins
    It’s clear the role of the support agent is changing. From simple fixer to counsellor and coach, support agents’ day-to-day jobs are becoming more strategic as more content is driven to self-service channels. But how can AI influence this new way to work?

    In this success story session, we’ll dive deep into how Athenahealth welcomed AI with open arms to enable their agents to do more on their own, and how they became more collaborative, more invested and created more content along the way.

    We’ll study the effects of knowledge management and gamification in the context of AI-driven support and how agents find more purposeful work along the way.
  • How Sales & Marketing Work Together
    How Sales & Marketing Work Together
    Ashleigh Burskey, CEO Pistil Brands and Tom Morgan, OVPS, Breakthrough Sales Solutions Powered by Sales Xceleration Mar 4 2020 8:00 pm UTC 60 mins
    It is no longer Sales Vs Marketing, they now work in tandem to generate revenue. Learn best practices for Sales and Marketing working together to drive growth.
  • Webinar: The Number 1 Reason You Are Not Hitting Quota
    Webinar: The Number 1 Reason You Are Not Hitting Quota
    Steve Burton - The Point Co Mar 5 2020 2:00 pm UTC 75 mins
    Let’s face it… selling isn't easy. Sometimes it seems easier to lure a ravenous lion with a lettuce leaf than hit your monthly sales target. Even the best, most seasoned salespeople will feel pressurized from time to time and result in them not hitting the target. It’s this pressure that spawns excuses – excuses that detract attention away from a salesperson’s performance (or lack of it).

    I hate hearing excuses; it feels like people are trying to blame others rather than accepting their own failings. But what are the top excuses you’ll hear from a salesperson?
  • How to attract & nurture top female talent
    How to attract & nurture top female talent
    Ros Taylor, CEO of RTC Leadership & Coaching Mar 5 2020 4:00 pm UTC 60 mins
    Join us for this highly informative 45-minute webinar focused on the value that females can bring to all levels of an organisation and how you, as an HR Director or senior business leader, can encourage more women to stay and progress within your firm.

    The session will be hosted by Ros Taylor, CEO of RTC Leadership & Coaching, UK and international psychologist, executive coach, accomplished author, and TV and radio presenter. Throughout her presentation, Ros will share a whole host of useful insights and practical advice on the ways in which organisations can get the most out of their female employees. She will also explain why females often work better when coached or mentored by or with other females, and the results that can be achieved when this is implemented.

    During the main presentation, Ros will explore the following:

    -What makes women want to stay?
    -The value of having women at all levels of your organisation, particularly board-level
    -Ways in which organisations can empower their female employees
    -Tools and techniques to instil confidence in your future female leaders
    -Proven methods that have worked for other organisations

    Viewers will then have the invaluable opportunity to ask any questions they may have during a live Q&A with Ros. This is the perfect chance to discuss any obstacles you may have faced from a coaching and development perspective and how to ensure your female employees feel empowered and ready to progress.
  • Building a Foundation for Transformative Self-Service
    Building a Foundation for Transformative Self-Service
    Mark Floisand, Chief Marketing Officer, Coveo Mar 10 2020 5:00 pm UTC 35 mins
    Self-service has proven its worth in driving case deflection, lowering overall support costs and personalizing the customer experience. But did you know that strong self-service programs are strongly correlated to business and support revenue growth, employee retention and overall agent morale?

    To truly reap all of the potential benefits of your self-service strategy, companies must go beyond short-term benchmarking and project-by-project “baby steps.” True transformation starts with a solid foundation that can grow across organizational silos and departmental barriers to deliver relevance across your self-service sites.

    Register to listen to this prescriptive session which will outline vital steps that you can undertake to transform your self-service strategy and understand the true value it is having on your business, underscored by examples from pacesetters and new research showing an opportunity for a dramatic re-think of the metrics that self-service can really impact.
  • Create a Simple, Effective Animated GIF in Minutes
    Create a Simple, Effective Animated GIF in Minutes
    Patricia D'Ambrosio, Pearson Education Mar 10 2020 5:00 pm UTC 60 mins
    Delivering and updating content can be time-consuming and expensive. According to recent research, users increasingly rely on animation for information. And, the demand for animation is miring many companies in a video swamp.

    But there's a fast, free, and effective alternative that improves ROI and delivers within minutes instead of hours or weeks.

    Join Scott Abel, The Content Wrangler, and his special guest, Pat D'Ambrosio of Pearson Education, for this free, one-hour webinar. Learn why users are demanding animated GIFs. Pat will show you how you can create custom GIFs fairly easily. You will also learn how to develop a template, and Pat will show you a few time-saving tips.

    Takeaways:

    1) Learn about the research
    2) Learn about a new and free program, and
    3) Pick up tips that will dramatically reduce the costs of providing animation in your content.
  • DITA Satisfaction: Preparing for Success
    DITA Satisfaction: Preparing for Success
    Rob Hanna, Val Swisher & Scott Abel Mar 11 2020 3:00 pm UTC 45 mins
    Join Scott Abel, The Content Wrangler, for a discussion with content strategy gurus Rob Hanna (Precision Content) and Val Swisher (Content Rules) about the findings from the 2020 DITA Satisfaction Survey. Rob and Val will explore several of the trends uncovered in the report and their impact on satisfaction in technical documentation shops that leverage the Darwin Information Typing Architecture to create technical documentation content.

    A copy of the DITA Satisfaction Report will be provided to all registrants.
  • DITA Benefits: Building Capabilities
    DITA Benefits: Building Capabilities
    Patrick Bosek, Dawn Stevens & Scott Abel Mar 11 2020 4:00 pm UTC 45 mins
    Join Scott Abel, The Content Wrangler, for a discussion with technical communication content experts, Patrick Bosek (Jorsek/easyDITA), and Dawn Stevens (Comtech Services, Inc.) about the findings from the 2020 DITA Satisfaction Survey. Patrick, Dawn, and Scott will discuss the benefits — including the development of valuable capabilities — realized by technical documentation shops that leverage the Darwin Information Typing Architecture.

    A copy of the DITA Satisfaction Report will be provided to all registrants.
  • Overcoming the Overwhelm - Why Doing Everything Yourself Costs You More
    Overcoming the Overwhelm - Why Doing Everything Yourself Costs You More
    Barb Stuhlemmer, CEO and Business Strategist Mar 11 2020 5:00 pm UTC 60 mins
    Overcoming the Overwhelm - Why Doing Everything Yourself Costs You More and How to Reduce Your Workload

    If you have ever felt like you have been working so hard for your business but you are not gaining any ground on your goals for growth, then this talk is for you.

    As business owners, we fill our days doing “The Stuff” that has to get done. We do everything from filing and answering phones, marketing, bookkeeping, and sales. The challenge is that these are not the things we want to fill our days with. We want to do that ‘ONE THING’ that we started our business for. We want to be in service to our clients delivering our products and brilliance.

    Our dilemma is, if we spend our time delivering our product or service we don’t have time to do all the other stuff, like marketing and sales calls. Without doing the work of all the hats in your business there is no way to have consistent cash flow and definitely even harder to grow a business. We feel stuck because we never have time to make our businesses bigger and because it is not bigger we cannot afford to hire someone to do the work.

    In this talk, Barb Stuhlemmer is going to lead us through 5 steps to identify our CEO Hat and the key ways we can get help in our business so we can grow it faster.

    You will leave with:
    - an understanding of what you do best,
    - where you should put your efforts,
    - plus three key ways to do less in your business while you grow.

    Have a growth plan, working smarter, and providing better service for your clients is the goal to owning the business of your dreams.
  • DITA Metrics: Selling to Executives
    DITA Metrics: Selling to Executives
    Steve O'Sullivan, Mark Lewis, Joe Gelb & Scott Abel Mar 11 2020 5:00 pm UTC 45 mins
    Join Scott Abel, The Content Wrangler, for a discussion with intelligent content experts Mark Lewis and Steve O’Sullivan (Caliper Content Services), and Joe Gelb (Zoomin Software) about the findings from the 2020 DITA Satisfaction Survey. Mark, Steve, Joe, and Scott will propose the collection of metrics that matter — and share proven approaches used by technical communication team leaders to convince executives to support the adoption of the Darwin Information Typing Architecture.

    A copy of the DITA Satisfaction Report will be provided to all registrants.
  • Expanding DITA Adoption: Moving Beyond Technical Documentation
    Expanding DITA Adoption: Moving Beyond Technical Documentation
    Patrick Bosek Mar 12 2020 5:00 pm UTC 60 mins
    Recently, The Content Wrangler conducted its bi-annual DITA Satisfaction Survey. In the summary report on the survey, more than half (56%) of tech doc teams that successfully use DITA reported other areas of the company who were expressing interest in gaining similar content capabilities.

    Join Scott Abel, The Content Wrangler, and his special guest, Patrick Bosek, Co-Founder and CEO of Jorsek Inc., makers of easyDITA, for a discussion about the expansion of DITA adoption outside of technical documentation teams.
  • Developing a Sales Infrastructure That Emphasizes Your Corporate Culture
    Developing a Sales Infrastructure That Emphasizes Your Corporate Culture
    Patrick Lyons, Sr. Assoc, New Legends Now and John Lee, OVPS, Stumptown Sales Success, Powered by Sales Xceleration Mar 13 2020 7:00 pm UTC 60 mins
    What sets good to great sales teams apart? It starts with the culture. Learn what a winning sales culture looks like and how to build one.
  • 3 Steps to Influence Your Audience from the Boardroom to a Keynote
    3 Steps to Influence Your Audience from the Boardroom to a Keynote
    Julia Wojnar, Global Communications Consultant & Founder of Unleash Your Presence Mar 17 2020 1:00 pm UTC 60 mins
    Tell me if this sounds familiar…
    It's another busy week at the office and you’ve got a media interview on Monday, board presentation to prep for on Wednesday, and the following Monday you’re flying off to deliver a keynote at a big industry conference to raise your company’s brand profile.

    Meanwhile, you’ve still got to manage your team and all the day-to-day tasks. When are you going to carve out the time to prep for all these upcoming speaking events?

    You figure you’re ok just ‘winging it’ like last time but that only left your investors with more questions to answer afterwards…

    But what if there were another way?

    In this live online demonstration, brought to you by Julia Wojnar, the Founder of Unleash Your Presence, she’s revealing her cutting-edge three step methodology to save you all the time and energy that you’d otherwise spend reinventing the wheel for those speaking events.
  • Make your Customer Service Organization a Competitive Differentiator
    Make your Customer Service Organization a Competitive Differentiator
    Juanita Olguin, Sr. Product Marketing Manager, Coveo Mar 17 2020 5:00 pm UTC 60 mins
    Join Senior Product Marketing Manager at Coveo, Juanita Olguin and CMSWire for this 60 minute webinar where we walk through practical, real life examples of how leading companies are successfully leveraging AI and machine learning to transform their customer support operations.

    In this webinar you'll learn:

    Understand AI in the context of your overall business with an emphasis on customer support
    Assess your organization’s readiness for AI based on the maturity of your support organization
    Prioritizing machine learning within your business and support strategy
    Evaluating the potential for AI to deliver a strong ROI to the business
  • Get it done! Tips and tricks to HR Certification
    Get it done! Tips and tricks to HR Certification
    Lori Kleiman, SPHR SHRM-SCP Mar 17 2020 7:00 pm UTC 30 mins
    Tips and tricks to HR Certification
  • How to Overcome Omnichannel Challenges to Quality Management
    How to Overcome Omnichannel Challenges to Quality Management
    Nelson Giron (Clarabridge); Roy Atkinson (Moderator) Mar 18 2020 6:00 pm UTC 60 mins
    Quality Management and Quality Assurance (QM and QA) are important elements of any contact center. The tasks involved can be time consuming and difficult. Traditional methods have focused on the phone conversation as the primary—or even sole—source of input. Scorecards have been built focused on limited data and are producing only partial views of the quality of interactions.

    Modern contact centers are using omnichannel solutions to respond to customer needs, and so multiple sources of Quality Management data are available but might be overlooked or considered unusable because of the dated tools and methods contact centers are using.

    How can Quality Management take advantage of these varied sources of data to produce better results for the contact center and for customers?

    This webinar will cover:
    • How omnichannel communication changes the scope of QM data
    • How advanced analytics are no longer optional, but are a necessity
    • Why and how doing better QM benefits both contact centers and customers
    • How advanced technologies such as Natural Language Processing (NLP) and sentiment analysis can assist
  • Webinar: Your next client is on LinkedIn but are you ready?
    Webinar: Your next client is on LinkedIn but are you ready?
    Chris Roxburgh - Maguire Training Mar 19 2020 2:00 pm UTC 60 mins
    75% of UK business people have a LinkedIn profile, but few prepare it properly for that potential client visit. With over 10 million UK members using LinkedIn every day, it must be worth investing some time in ensuring that your profile makes that all-important good first impression.

    Just as you wouldn’t attend a sales pitch unprepared, wearing shorts and a tee-shirt this webinar will demonstrate how to avoid the online equivalent with your LinkedIn profile. We will demonstrate how to build a profile that will impress visitors and create a hunger to learn more about you and your services.

    5 Key takeaways:

    1.The sheer scale of the opportunity offered by LinkedIn
    2.That by using this most underestimated sales aid properly, you will become one of the 1% who do!
    3.The power of a direct message
    4.The importance of good, mixed content
    5. That people buy people, so do your profile justice
  • AI at your Service: Improving customer service and support at every interaction
    AI at your Service: Improving customer service and support at every interaction
    Neil Kostecki Mar 24 2020 5:00 pm UTC 44 mins
    There are times when service automation goes all wrong. Instead of enhancing the customer experience, it hinders it. But AI and machine learning have the power to create experiences that keep customers coming back. Join us to break through the myths and learn how to empower customers and agents in the delivery of intelligent support.

    In this webinar, you’ll learn:

    - The relationship between AI, machine learning and service
    - Real-world applications that meet your customers where they are
    - How to focus your investments to reap the biggest ROI
  • Smash Your Support KPIs by Aligning Your Salesforce and Product Content
    Smash Your Support KPIs by Aligning Your Salesforce and Product Content
    Megan Gilhooly, Elena Nedelcu & Anne Waite Mar 25 2020 5:00 pm UTC 60 mins
    It’s your job to give people the knowledge they need to use your products. The more effectively customers and employees can solve issues, the more money your organization saves by deflecting support cases and quickly resolving cases.

    Naturally, the most reliable source of product information is your official documentation. So why isn’t it in your Salesforce platform?

    When support teams don’t have access to the content they need, they end up creating their own knowledge bases. Not only does this create a new content silo, but divergent content sources tend to become inconsistent over time. Ultimately, customers suffer as they're forced to navigate multiple content silos and encounter contradictory information.

    Join Scott Abel, The Content Wrangler, along with his special guests, Megan Gilhooly (VP of Customer Experience at Zoomin), Anne Waite (Senior Manager of Knowledge Management at Ping Identity), and Elena Nedelcu (Senior Regional Manager of Technical Support at Ping Identity). They'll talk specifically about the strategy that Ping Identity is implementing to improve self-service and to support the workflow, as well as the data that's being impacted.

    Takeaways:

    1) Learn how documentation can drive support KPIs
    2) Find out how documentation can improve the customer experience
    3) Learn how documentation can power agent productivity.
  • Feel Like a Fraud? Fight Impostor Syndrome to Boost Your Confidence & Career
    Feel Like a Fraud? Fight Impostor Syndrome to Boost Your Confidence & Career
    Kim Meninger , Women’s Leadership Coach & Consultant at Executive Career Success, LLC Mar 25 2020 5:00 pm UTC 60 mins
    Do you feel undeserving of your success?
    Do you worry that you'll be exposed as a fraud?
    Do you assume others think you’re more capable than you actually are?

    If so, you are likely struggling with Impostor Syndrome, a term for the feelings of self-doubt and inadequacy many professionals face, particularly as we reach higher levels of leadership. In this webinar session, you'll learn common triggers of Impostor Syndrome, including feeling different from the dominant culture around you. This is why Impostor Syndrome is so pervasive among women in traditionally male-dominated fields. You’ll also learn strategies to build your confidence and manage these disruptive feelings so that you can effectively achieve your career goals
  • Building an Intelligent Self-Service Journey Map
    Building an Intelligent Self-Service Journey Map
    Neil Kostecki, Senior Product Manager, Coveo Mar 31 2020 5:00 pm UTC 37 mins
    The customer community. Product information pages. Your website. The support site. How many different places do your customers visit when they are self-serving?

    Your customers are using multiple channels to find the information they need as part of one continuous self-service journey—and it’s time to approach your self-service strategy the same way. With so many touchpoints in different channels in the customer service journey, support leaders are faced with a unique challenge to unify the interactions and data in their self-service strategy to meet the demand for relevant and effortless experiences.

    An intelligent self-service strategy outlines every touchpoint of the support journey and the experience it should deliver, based on the customer’s context and intent. In this session you’ll learn how to build a self-service journey map that will help you outline:

    - A process to create and reuse support knowledge and content in the flow of work and self-service.
    - A map of your support touchpoints and how they should leverage the context, information, and behavior other touchpoints are capturing in order to deliver relevant and consistent experiences.
    - Which metrics and KPIs you need to track for each channel to measure success and create a continuous cycle of improvement.
  • Dynamiser votre prestation MBTI®
    Dynamiser votre prestation MBTI®
    Audrey Costalin Apr 2 2020 8:00 am UTC 60 mins
    Laissez-vous guider par notre consultante experte pour savoir sur quels supports vous appuyer lors de votre préparation et quel matériel proposer selon vos prestations.
  • How to Get the Most Out of Business Meetings
    How to Get the Most Out of Business Meetings
    Deb Calvert Apr 7 2020 3:00 pm UTC 45 mins
    Ugh. Another meeting.

    It doesn't have to be that way. Whether you're the one facilitating the meeting, setting the agenda, or simply attending, there are proactive steps you can take to make sure your time (and others' time!) is well spent. In this presentation, I'll show you how to:

    -- Create outcomes-based meetings and get things done
    -- Plan the perfect agenda in minutes
    -- Determine who should attend your meeting and which ones you really need to attend
    -- Engage every person attending every meeting
    -- Get what you need from the meetings you attend

    No more sitting in the back slumped down in your chair! You can make the most out of every business meeting but using these practical tips!
  • Self-Service Best Practices for Salesforce Community Cloud
    Self-Service Best Practices for Salesforce Community Cloud
    Ezmie Bouchard Apr 7 2020 5:00 pm UTC 31 mins
    It’s no surprise when it comes to resolving issues and finding information, customers prefer to self-serve. And organizations prefer it too because it dramatically reduces support costs. But if you want to make great self-service a reality on your Salesforce Community you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

    Watch this webinar to learn tips and best practices we’ve seen our customers implement to increase self-service success & boost case deflection.

    In this webinar, we:

    - Dive into what great self-service looks like and show you the formula for creating relevant support experiences
    - Share case study examples of successful Salesforce Communities using Coveo
    - Answer questions about AI-powered search and recommendations 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 and recommendations to boost customer self-service.