Jon Rossman & Mark FloisandRecorded: Feb 27 202055 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
Samantha Pitre QuillenRecorded: Feb 27 202060 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.
Meaghan Carey, Chief Revenue OfficerRecorded: Feb 26 202044 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
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.
Lori Kleiman, SPHR SHRM-SCPRecorded: Feb 20 202047 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!
·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
Debra Kunz, Founder and Executive Coach, Center for Deliberate Growth®Recorded: Feb 19 202060 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.
Scott Sachs (SJS Solutions); Brian Spraetz (Five9); Roy Atkinson (Moderator)Recorded: Feb 18 202061 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 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!
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
Joe Gelb and Lawrence OrinRecorded: Feb 12 202062 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
Rosemarie Wilson | Founder, Speaker, Coach & Mentor - Pragmatica CoachingRecorded: Feb 11 202061 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:
- 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'.
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.
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.
Sharon Nash, Leadership CoachRecorded: Jan 31 202055 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.
Lindsay Gordon, Founder & Career Coach, A Life of Options LLCRecorded: Jan 30 202061 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.
Tania Sterl, Image Consultant and Alyssa Peek - Personal Branding PhotographerRecorded: Jan 29 202060 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.
David Long and Justin WarnerRecorded: Jan 29 202061 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.
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
• Social customer care and social media
• Recruiting challenges
• Rediscovering the human factor
• And more!
Husna Grimes & Mike PiddockRecorded: Jan 22 202037 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.
Gordon Glenister - Branded Content Marketing AssociationRecorded: Jan 21 202046 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
•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
Jessica Ruvalcaba, Relativity, and Judith Platz, TSIARecorded: Jan 16 202044 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.
Miguel Clarke - FBI Special AgentRecorded: Jan 15 202060 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.
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.
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.
Phil Nanus (TSIA), Lipika Brahma (Coveo), Adam Mullen (Athenahealth)Mar 3 20206:00 pmUTC47 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.
Steve Burton - The Point CoMar 5 20202:00 pmUTC75 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?
Ros Taylor, CEO of RTC Leadership & CoachingMar 5 20204:00 pmUTC60 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.
Mark Floisand, Chief Marketing Officer, CoveoMar 10 20205:00 pmUTC35 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.
Patricia D'Ambrosio, Pearson EducationMar 10 20205:00 pmUTC60 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.
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.
Rob Hanna, Val Swisher & Scott AbelMar 11 20203:00 pmUTC45 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.
Patrick Bosek, Dawn Stevens & Scott AbelMar 11 20204:00 pmUTC45 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.
Barb Stuhlemmer, CEO and Business StrategistMar 11 20205:00 pmUTC60 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.
Steve O'Sullivan, Mark Lewis, Joe Gelb & Scott AbelMar 11 20205:00 pmUTC45 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.
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.
Julia Wojnar, Global Communications Consultant & Founder of Unleash Your PresenceMar 17 20201:00 pmUTC60 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.
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
Nelson Giron (Clarabridge); Roy Atkinson (Moderator)Mar 18 20206:00 pmUTC60 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
Chris Roxburgh - Maguire TrainingMar 19 20202:00 pmUTC60 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
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
Megan Gilhooly, Elena Nedelcu & Anne WaiteMar 25 20205:00 pmUTC60 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.
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.
Kim Meninger , Women’s Leadership Coach & Consultant at Executive Career Success, LLCMar 25 20205:00 pmUTC60 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
Neil Kostecki, Senior Product Manager, CoveoMar 31 20205:00 pmUTC37 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.
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!
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.