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Learning and Development

  • Continuous Audit - Achieve More Through Analytics
    Continuous Audit - Achieve More Through Analytics
    Greg Jordan (Nationwide), Pat Shanahan (Nationwide), Emigdio Zambada (Nationwide), and Brian Sampsel (Covail) Recorded: May 29 2020 50 mins
    In honor of International Internal Audit Awareness Month (May 2020), come hear from Greg Jordan, Nationwide's Senior Vice President and Chief Audit Executive, Pat Shanahan, AVP Information Technology Audit Office, Internal Audit and Emigdio Zambada, Nationwide's IA Data Analytics Director, discuss how their department expanded the use of data & analytics by building a continuous auditing program in the cloud. Partnering with Covail, they leveraged advanced analytics like AI and have provided education and resources to all of their auditors to enhance their data analytics skill set.
  • Continuous Audit - Achieve More Through Analytics
    Continuous Audit - Achieve More Through Analytics
    Greg Jordan (Nationwide), Pat Shanahan (Nationwide), Emigdio Zambada (Nationwide), and Brian Sampsel (Covail) Recorded: May 29 2020 51 mins
    In honor of International Internal Audit Awareness Month (May 2020), come hear from Greg Jordan, Nationwide's Senior Vice President and Chief Audit Executive, Pat Shanahan, AVP Information Technology Audit Office, Internal Audit and Emigdio Zambada, Nationwide's IA Data Analytics Director, discuss how their department expanded the use of data & analytics by building a continuous auditing program in the cloud. Partnering with Covail, they leveraged advanced analytics like AI and have provided education and resources to all of their auditors to enhance their data analytics skill set.
  • The Wonderful World of Processing Settings: Gaining Control Over Your Review Set
    The Wonderful World of Processing Settings: Gaining Control Over Your Review Set
    Timothy Magsalay Recorded: May 29 2020 50 mins
    Processing data is not always a one step process in your workflow. During this free training webinar, learn what the different processing options mean for you and how can you use them to your advantage to get data in faster.
  • Lessons from Marketing: How to increase your learner engagement
    Lessons from Marketing: How to increase your learner engagement
    Paula Chenea and Katie Johnson, Senior Customer Success Managers at OpenSesame Recorded: May 28 2020 53 mins
    As learning professionals, we know that building a learning and development program does not end as soon as course content and learning materials are simply purchased and delivered. One of the biggest challenges can be the marketing and promoting a learning program to engage learners and increase consumption of content and gain the benefits of your L&D program. Timely communications along with content variety, relevance and accessibility have all been proven techniques to increase initial participation in your training program. But we too often see learner engagement surge during the launch of a company’s training program, only to taper off in later months.

    Join OpenSesame for a webinar on why you need and how to plan a full year of internal marketing communications to not just GET your learners engaged, but KEEP them engaged.
  • Rebuild to Rebound in a Pandemic Market
    Rebuild to Rebound in a Pandemic Market
    Denise Kaigler Founder & Principal, MDK Brand Management, LLC Recorded: May 27 2020 58 mins
    Rebuild to Rebound in a Pandemic Market
    5 Tips to Evolving Your Professional Skills and Your Personal Brand

    Experts agree that our ability to plan and evolve during this challenging time will determine our future success. In the upcoming webinar ‘Rebuild to Rebound in a Pandemic Market,’ brand strategist and former corporate executive Denise Kaigler will share her inspirational tips to help you emerge from this crisis more personally defined and professionally prepared to move forward in a forever-changed business climate.

    During the webinar, you will:

    Learn the importance of having a defined personal brand
    Discover the power of embracing your purpose in the COVID-19 era
    Understand the ways to transform your skills to meet changing needs
    Accept that you can emerge stronger, more empowered, and more inspired
  • Forecasting Cyber Threats Post Pandemic
    Forecasting Cyber Threats Post Pandemic
    Richard Stiennon, Kurtis Minder, Jessica Gulick Recorded: May 27 2020 45 mins
    The world has changed, and so has your threat landscape. Join us for a discussion on how cyber attacks have pivoted their tactics and targets. From the latest on phishing kits to video threats, our experts will explore how changes in motives and targets is disrupting and increasing our threat landscape. Learn how to reframe your understanding of your threat profile and better defend and respond to these attacks.

    Our featured experts for this webinar include Richard Stiennon, chief research analyst at IT-Harvest and Kurtis Minder, CEO of GroupSense, GroupSense is a digital risk management company that delivers customer-specific intelligence.
    Here’s What Will Be Discussed:

    1) Threat actors are adapting their tactics and targets
    2) Changes in motives and targets are disrupting and expanding the threat landscape
    3) Understanding your threat profile to create a better cyber defense strategy.
  • Pulse Trends: What We're Learning From Engagement Surveys Right Now
    Pulse Trends: What We're Learning From Engagement Surveys Right Now
    Kate Feeney - People Science Consultant, Glint & Eric Knudsen - People Science Innovation, Glint Recorded: May 27 2020 56 mins
    The COVID-19 crisis has turned the world of work upside down — and no one has the answers. Our People Science experts spend their days studying people-centric workplaces, talking to HR leaders in every industry and geography, and helping organisations transform their workplaces one habit at a time. This webinar is an opportunity for you and others in the HR community to learn what our People Science team is hearing and seeing right now, and get your questions answered directly.
  • Component Content Management System Foundations
    Component Content Management System Foundations
    John Baker, Jorsek Inc. Recorded: May 26 2020 61 mins
    Creating DITA content for the first time is exciting! You’ve started creating structured content with incredible potential. But, now that it’s written, you need to actually… manage it.

    Join Paul Perrotta, The Technical Communication Wrangler, and his special guest, John Baker, Professional Explainer & Content Strategist at Jorsek Inc., makers of easyDITA, for this free one-hour webinar. In this webinar, we’ll explore the Component Content Management System, and we will unpack all the fundamental questions around these systems such as:

    1) What is a component content management system?
    2) How are they unique?
    3) Do you really need one?
    4) What criteria should you consider when selecting a system?
  • Growth Strategy - Growing Your Business Post Lockdown
    Growth Strategy - Growing Your Business Post Lockdown
    John Courtney, non-executive, board advisor and entrepreneur Recorded: May 26 2020 41 mins
    In the third webinar of our COVID-19 series, non-executive, board advisor and serial entrepreneur John Courtney will look to how businesses can grow once the global lockdown has eased.

    With many businesses focussed on firefighting the problems created by the pandemic in the present, it can be easy to overlook the need to consider the future.
    Join John at 5pm on 26th May for his webinar ‘Growth Strategy - growing the business post lockdown’ to understand how to address market gaps left by the economic downturn and understand newly emerging customer needs.

    John will also explore how to communicate with stakeholders and generate custom in a what will be a vastly different business world.
  • The Rise of Content Design and UX Writing: Where Does Content Strategy Fit In?
    The Rise of Content Design and UX Writing: Where Does Content Strategy Fit In?
    Noz Urbina Recorded: May 26 2020 35 mins
    We chat with globally recognized content strategist, Noz Urbina, about the roles, relationships, and differences, of content designers, UX writers, and content strategists. Urbina will discuss ways we can improve our work by learning from others in related disciplines and by working to operationalize content production.

    Noz Urbina is a globally recognized leader in the field of content strategy and customer experience consultancy. He’s well known as a pioneer in customer journey mapping and adaptive content modeling for delivering personalised, contextually relevant content experiences in an omnichannel environment. He is also co-author of the book “Content Strategy: Connecting the dots between business, brand, and benefits” with Rahel Anne Bailie.
  • Business Financial Planning & Risks
    Business Financial Planning & Risks
    April Leeson, George Wood and Luke Norman - Financial Planning Executives Recorded: May 26 2020 43 mins
    Date: Tuesday 26th May 2020
    Time: 10am

    The Private Office (TPO), an award winning firm of chartered Independent financial planners, bring this webinar to give you, as a business owner, shareholder or non-executive director, a comprehensive overview of the key areas you should be considering when fulfilling your financial duties.

    The free webinar will explore how you can financially protect your business’ most valuable assets, your staff and shareholders, how you can best utilise business assets, and how you can outline long-term strategy appropriately.

    With you, TPO’s own Financial Planning Executives, April Leeson, George Wood and Luke Norman will explore a wide range of scenarios including pension planning, purchasing commercial property and selling the business, the presentation will expand your knowledge of the fiduciary responsibilities within your role, and explain how your contributions can help maintain the financial fitness of your company.

    Agenda:

    i.Business risk: protecting your most valuable assets, your people.
    ii.Pension planning with your business
    iii. Selling a business: the wonders of cash flow forecasting

    Who will benefit from this presentation?
    Business owners and shareholders alike.
  • Becoming a Search Artist: Best Practices to Solve Common Search Problems
    Becoming a Search Artist: Best Practices to Solve Common Search Problems
    Neal Carter Recorded: May 22 2020 49 mins
    Are your searches not yielding the help that you hoped? Are you spending more time than any one person should, simply writing search criteria? Come spend an hour with us where we will explore ways to alleviate these challenges. You'll walk away with best practices, tips, and tricks to solve many common search problems.
  • How has Covid-19 impacted organisational culture and conduct?
    How has Covid-19 impacted organisational culture and conduct?
    Natalie Wharton, CEO, Wharton Business Consulting Recorded: May 22 2020 59 mins
    An organisation’s culture and conduct management are critical to maximise its business potential and to survive, emerge and thrive through Covid-19. Join Natalie Wharton, CEO of Wharton Business Consulting, to 1) explore organisational culture midst Covid-19 2) explain key steps in defining, measuring and embedding your desired culture & conduct 3) examine the critical leadership behaviours, capabilities and mindset required for the future
  • An Enhanced (COVID-19 Ready!) Parent App: Here Comes The Bus+
    An Enhanced (COVID-19 Ready!) Parent App: Here Comes The Bus+
    Here Comes The Bus Recorded: May 21 2020 60 mins
    The parent app that started it all is getting even better, and is serving customers on unconventional COVID-19 routes today!
  • Coffee and Content: Capabilities Enabled by Structured Content
    Coffee and Content: Capabilities Enabled by Structured Content
    Ann Rockley Recorded: May 21 2020 43 mins
    Join Patrick Bosek, Founder and CEO of Jorsek, Inc., and Scott Abel, The Content Wrangler, for a chat with Ann Rockley, known as the "mother of content strategy." Ann will talk about the capabilities organizations gain by creating structured content. As one of the world's most respected and experienced experts in the field, Rockley will help you understand the business reasons that drive companies to invest in the creation of structured content. If you're looking to convince your organization to move to structured content, you'll want to listen in to this episode of Coffee and Content.
  • ISM LIVE: How furloughed Employees can thrive, not just survive, the crisis
    ISM LIVE: How furloughed Employees can thrive, not just survive, the crisis
    ISM Head of Marketing: Adam Brook FISM LISM Recorded: May 21 2020 58 mins
    Join us for an unscripted chat on sales.

    We will be joined by:

    Tamara McMillen: ISM Fellow and former BESMA Judge
    Simon Murthwaite: ISM Leader, Business Development Manager - Webrecruit
    Martin Middlehurst: ISM Executive, New Business Manager - Northgate Vehicle Hire
  • Mitigating the Risks and Human Costs of Authentication Failure
    Mitigating the Risks and Human Costs of Authentication Failure
    Andrew Gilliam (ICMI); Mark Collier, SecureLogix; Roy Atkinson (moderator) Recorded: May 20 2020 61 mins
    Authentication is frustrating for customers and agents alike. In addition to being time-consuming and ineffective, knowledge-based authentication relies on an alarming amount of agent discretion. These traditional methods are error-prone and uncomfortable for everyone involved. Protecting customers requires more than simply saying “no”; we must also say “yes” at the right time, every time. The costs of getting it wrong even once may be dire, degrading customer trust, creating stressful conflict between agents and customers, or resulting in costly data breaches.

    Service providers must get it right every single time, so it’s imperative that agents are equipped with the right tools and information to make authentication decisions. While most authentication solutions are cost-prohibitive to all but the riskiest industries, new technology can optimize cost efficiency by intelligently selecting the lowest-cost authentication method for each call.

    In this webinar, we will explore the human costs of authentication failure, including the costs to the customer experience and agent experience. You'll learn why it's more important than ever for agents to have access to real-time, data-driven intelligence to protect your customers and organization.

    Key takeaways:
    • Authentication is a significant source of friction for both agents and customers, and the costs of failure are high.
    • Agents must have the best tools at their disposal to empower good judgment in real-time.
    • Combining data-driven fraud detection with real-time authentication intelligence simplifies the customer journey, improves the agent experience, reduces the cost to serve, and mitigates risk.
  • Conflits, Stress et Résilience : qu’avons-nous vraiment en tête ?
    Conflits, Stress et Résilience : qu’avons-nous vraiment en tête ?
    Aksana Gréboval Recorded: May 19 2020 46 mins
    L'être humain est incroyable et incroyablement complexe !

    Cette complexité combinée à un environnement rempli d'incertitudes peut révéler une large gamme d’états émotionnels et/ou générer une forte charge mentale.

    Bien se connaître, nous aide à développer notre capacité à faire face aux évènements, à faire la différence entre ce qui est de notre ressort et ce qui ne l’est pas, pour mieux naviguer entre les torrents.

    Cette matinale RH virtuelle vous amène, au travers des différentes approches de la personnalité, à comprendre le rôle de la connaissance de soi et de l’autre dans la gestion des situations de tension.
  • Business Strategy during the COVID-19 Crisis
    Business Strategy during the COVID-19 Crisis
    John Courtney, non-executive, board advisor and entrepreneur Recorded: May 18 2020 59 mins
    In the second webinar of our COVID-19 series, non-executive, board advisor and founder of boardroomadvisors.co.uk John Courtney discusses the need to create a robust strategy in the face of the pandemic.
    Join us at 5pm on the 18th of May for ‘Business Strategy during the COVID-19 Crisis: How to analyse options in the “new normal” and create an actionable plan’, where John will look at the best ways to assess the economic and business landscape and plan for a future with strong leadership and actionable strategy.

    John will share a new crisis assessment tool, alongside SWOT and MOST Analysis, to tie strategy to action, and give clarity, cogency and purpose to your plans to emerge from the COVID-19 pandemic.
  • Moving Data Into Nuix Discover - Part 1 "Promote to Discover"
    Moving Data Into Nuix Discover - Part 1 "Promote to Discover"
    Alex Chatzistamatis and Michael Lappin Recorded: May 15 2020 41 mins
    Join us for the first part of a two-part exploration into how to get data into the Nuix Discover Cloud Platform from Nuix Workstation and Nuix Investigate.

    Nuix provides the most complete end-to-end eDiscovery platform in the World – and now we can send data directly from a Nuix case into the Nuix Discover platform via either Nuix Workstation or Nuix Investigate. Watch Senior Solutions Consultant Arron Hepfer search and find data requiring review and analytics into a Nuix Discover case.
  • Elevate your image and impact from Zoom to the boardroom
    Elevate your image and impact from Zoom to the boardroom
    Tavia Sharp and Tania Sterl Recorded: May 14 2020 59 mins
    Presenting yourself on video calls can be more amplified and confronting than live meetings. How will you ensure you continue to be perceived as an expert and admirable leader?

    Whether your fashion choices are at the forefront of the many decisions you make in a day or not, it is inevitable that your clothes and presentation communicate volumes about you as a person, whether intentionally or unintentionally.

    What you wear can have a positive or negative impact on your mindset, productivity, and performance, also known as enclothed cognition.

    Your image and Influence is within your control, what impression will you choose to make to positively impact your peers and colleagues? By being aware of the effect that your presence has on your mindset and how others will perceive you, you can make conscious sartorial choices that will ensure your character, substance and professionality is conveyed successfully to others with notable heightened performance in self-accomplishments.

    Throughout the presentation our expert hosts Tavia Sharp, image coach, corporate consultant, and founder of Styled Sharp, and Tania Sterl, image consultant and founder of Sterl on Style, will share their knowledge to teach you:

    How our mindset is influenced by the style we choose to convey
    How to choose accessories, clothes, and colors that will enhance your overall appearance
    How to pull together a head-to-toe look that is professional, polished, and in tune with the new business casual
    How investing in your image can elevate your executive presence

    Discover how to leverage your image as a tool to become investable and relatable in business and beyond.
  • Follow the Money: Track Forensic Artifacts Using Various Nuix Techniques
    Follow the Money: Track Forensic Artifacts Using Various Nuix Techniques
    Timothy Magsalay Recorded: May 14 2020 34 mins
    Join us for an hour where we will explore the use case of Blood Diamond Smugglers to sort through the complex issues that can crop up in your case when you're trying to follow the money. During our time together, we will combine graphics and visualization to track the money with forensic artifacts across multiple data sets.
  • Are You Ready for Recovery? How to Retool Your Sales and Marketing Strategy
    Are You Ready for Recovery? How to Retool Your Sales and Marketing Strategy
    Julia Scott, Founder, J. Scott Marketing & PR and Meg Levene, Outsourced VP of Sales, Growth Strategies Consulting Recorded: May 13 2020 58 mins
    Join us for a lively 60-minute webinar that will give you the insights you need to get your sales and marketing strategies ready for the pandemic recovery.
    •Gain insights and have access to two sales and marketing experts
    •Pick up actionable sales and marketing tactics you should be doing to win in the short-, medium-, and long-term
    •Learn the 5 things you should be doing today to win in the recovery
  • Define the Line: How to Help Eliminate Workplace Harassment
    Define the Line: How to Help Eliminate Workplace Harassment
    Nikki Larchar, SHRM-CP Recorded: May 13 2020 61 mins
    Define the Line: How to Help Eliminate Workplace Harassment (one conversation at a time)

    Have you ever experienced that feeling you get in the pit of your stomach when someone crosses your line and makes you feel uncomfortable? Or have you thought of the BEST come back ever, but now it's hours or days after the situation happened? For many of us, we haven't had the opportunity to learn what the heck sexual harassment actually is, how to speak up when someone does or says something inappropriate, or what resources we have available. During this interactive webinar presentation, you will learn about how sexual harassment and inappropriate behavior show up in our workplaces, practice different ways you can speak up for yourself and others, and feel empowered to define your line the next time someone crosses it.

    About the speaker: Workplace harassment prevention trainer and speaker, Nikki Larchar, SHRM-CP, is the author of the comic book Define the Line and the Co-founder of Define the Line a company that is on a mission to eliminate workplace harassment and discrimination by empowering employees to speak up for themselves and each other. Because everyone deserves a safe and secure workplace. Nikki finds joy in engaging her audience with interactive activities and discussions to spark meaningful conversations on difficult topics like sexual harassment. As the co-author of the comic book training tool, Define the Line, Nikki has created the harassment prevention training she wished she had when she entered the workforce. Define the Line's work has been featured nationally in media outlets such as NPR, SHRM, Workforce Magazine, HR Dive, and HR Bartender. When Nikki is not inspiring teams, you can find her serenading Disney songs to her dog while her husband tries to escape the beauty of her voice in their Cocoa, FL home.
  • Stakeholder Relations & Reputation in a Crisis
    Stakeholder Relations & Reputation in a Crisis
    Sally Palethorpe, board member and business coach Recorded: May 13 2020 50 mins
    In the first instalment of our COVID-19 webinar series, Sally Palethorpe, board member, business consultant and guest lecturer at the University of Bath explores stakeholder relations and their impact on reputation.

    Sally will explore how to manage your relationships with stakeholders and the possible repercussions of neglecting to consider the multiple parties who have a stake in your organisation.

    Sally will also consider some of the successes and failures that are already emerging during the pandemic, with savvy businesses realising that actions taken in times of crisis will have a lasting impact on reputation.

    Join us to find out how to make sure you emerge stronger from the crisis, with full oversight of who you need to be influencing and how to ensure success.
  • 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 Jun 2 2020 10:00 am 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
  • Soft Skills Are Hard! Becoming a Well-Rounded Leader
    Soft Skills Are Hard! Becoming a Well-Rounded Leader
    Deb Calvert Jun 2 2020 3:00 pm UTC 45 mins
    Your technical expertise will only take you so far. In every job, there comes a time when the functional knowledge and experience just aren't enough to get the job done. That's why you need soft skills, too. Join me to learn about:

    -- What are "soft skills" any way and why do I need to work on this?
    -- The impact it can make when managers have strong soft skills
    -- How to develop soft skills (no matter what your personality type!)
    -- When and where your soft skills will come in handy

    Become a more well-rounded leader by developing yourself, not just your expertise.
  • Help Customers Help Themselves: 3 Digital Self-Service Strategies That Work
    Help Customers Help Themselves: 3 Digital Self-Service Strategies That Work
    Mike Raley, SVP Marketing - Coveo; Ezmie Bouchard, Product Manager - Coveo; John Ragsdale, VP Research, Technology - TSIA Jun 2 2020 5:30 pm UTC 47 mins
    Many organizations planned to improve their digital self-service offerings in some way this year: investing in chatbots, in-product help, communities, knowledge management, video content, search, and more. But given the new reality we’re all living in, your customers need better digital self-service now. It just can’t wait.

    This research-based briefing designed to help you quickly adapt to your customers’ needs for self-service - and take the pressure off your contact center - fast. You’ll learn the practices of digital experience leaders from Informatica, Ellucian, VMware, Tableau, and others which are proven to:

    - Help customers easily find information on their own, using the data and knowledge you already have.

    - Connect customers with answers where they are and enable them to resolve issues using your lowest-cost channels.

    - Reduce the pressure on your support engineers by empowering them with swift access to all of the contextually relevant knowledge they need to solve cases.
  • Glisser Product Feature Update May/June 2020
    Glisser Product Feature Update May/June 2020
    Glisser Product team Jun 3 2020 3:30 pm UTC 45 mins
    Join the Glisser Product Team as they walk through newly released features for our platform. Ask questions and hear more about upcoming developments.
  • Webinar: Deal or No Deal?
    Webinar: Deal or No Deal?
    Spencer Wixom - Vice President of Marketing Jun 4 2020 1:00 pm UTC 60 mins
    In a world where 38% of major purchase efforts end in ‘no deal’, companies find that they badly need to do something different to maintain growth.

    So, they turn to sales training, hoping to help their sellers stand out and engage customers earlier and more effectively. 

    The companies that get transformation right and see consistent, sustainable growth, plan and execute around a foundation supported by six pillars.

    1. Driving Leadership Alignment
    2. Perfecting Message Deployment
    3 Developing Sales Skills
    4. Improving Processes
    5. Managing Sales People
    6. Measuring Processes Effectively

    Register to this webinar to find out more
  • Coffee and Content: The Secrets of the Content Industry
    Coffee and Content: The Secrets of the Content Industry
    Rahel Anne Bailie Jun 4 2020 3:00 pm UTC 45 mins
    We chat with Rahel Anne Bailie, Director of Content at Babylon Health, about the dirty little secrets seldom discussed amongst content industry professionals. A world-renowned content strategy expert, and co-author of the book, "Content Strategy: Connecting the Dots Between Business, Brand, and Benefits", Bailie argues that in order to be prepared for success, we must have a practical and realistic vision of what's possible.
  • ISM LIVE: 9th June 11am
    ISM LIVE: 9th June 11am
    ISM Head of Marketing: Adam Brook FISM LISM Jun 9 2020 10:00 am UTC 60 mins
    Join us for an unscripted chat on sales.

    We will be joined by:

    Emma Bennett: LISM, Sales Manager Solvents Business Unit- Banner Chemicals
    Jane Hemmings: LISM, Head of Internal Sales - EMS-CHEMIE
    Jonathan Finch: FISM, Sales Geek
  • The Power of Video Stories from Real People
    The Power of Video Stories from Real People
    Brian Alvey Jun 9 2020 3:00 pm UTC 45 mins
    Join us for a chat with serial entrepreneur, Brian Alvey, the founder of Weblogs, a web publishing platform he and his co-founder sold to AOL for $25 million. We'll discuss why Alvey says he was born with publishing in his DNA and we'll learn about his latest adventure building a product he believes can that help people leverage video content in powerful ways.
  • Continuous Audit - Achieve More Through Analytics
    Continuous Audit - Achieve More Through Analytics
    Greg Jordan (Nationwide), Pat Shanahan (Nationwide), Emigdio Zambada (Nationwide), and Brian Sampsel (Covail) Jun 9 2020 4:00 pm UTC 50 mins
    In honor of International Internal Audit Awareness Month (May 2020), come hear from Greg Jordan, Nationwide's Senior Vice President and Chief Audit Executive, Pat Shanahan, AVP Information Technology Audit Office, Internal Audit and Emigdio Zambada, Nationwide's IA Data Analytics Director, discuss how their department expanded the use of data & analytics by building a continuous auditing program in the cloud. Partnering with Covail, they leveraged advanced analytics like AI and have provided education and resources to all of their auditors to enhance their data analytics skill set.
  • Effectively Manage Recorded School Bus Stop Arm Video
    Effectively Manage Recorded School Bus Stop Arm Video
    Safety Vision Jun 9 2020 5:00 pm UTC 60 mins
    Implementing a successful photo enforcement program to educate and dissuade motorist from passing a stopped school bus in your community can present a number of challenges. Safety Vision's solution can be scaled to support school systems based on state laws and demographics, as well as preserve the necessary chain of custody with local law enforcement agencies.
  • "You Wouldn't Say That to a Friend": How to Interrupt Negative Self-Talk
    "You Wouldn't Say That to a Friend": How to Interrupt Negative Self-Talk
    Paige Meltzer Jun 10 2020 5:00 pm UTC 60 mins
    Do you ever find yourself saying "I can't do it" or "I'm not good enough"? These are examples of "negative self-talk": the automatic scripts our brains default to in certain situations that can derail us and make us feel small. Negative self-talk can quickly take us down a harsh spiral -- especially in times like these, when the pandemic has exacerbated our challenges and many of us are facing impossible choices and heightened anxiety. In this webinar, we'll learn more about what negative self-talk is, how to identify situations that activate your negative self-talk, and strategies you can adopt to interrupt it and strengthen your resilience.

    Paige Meltzer (she/her) is a strategic change facilitator who builds capacity for more inclusive, innovative, and engaged teams and organizations. Most recently, Paige launched the Women's Center at Wake Forest University, where she developed initiatives and provided coaching to advance gender equity for students, faculty, and staff. Paige holds a PhD from Brown University and brings years of experience in higher ed and nonprofit to her coaching and consulting practice. She lives in the greater Boston area with her family and their dog, Rosie.
  • How HR leaders can Support Managers During Challenging Times
    How HR leaders can Support Managers During Challenging Times
    Aoife Hayes - People Science Consultant Jun 11 2020 10:00 am UTC 45 mins
    Managers and individual contributors are experiencing the current challenges differently. In this virtual event on June 11, People Science Consultant Aoife Hayes will reveal what managers and individual contributors are saying about stress and performance right now, and how HR teams and organisations can most effectively support them.

    Our regular webinar series combines the insights and wisdom of Glint’s People Science consultants, real experiences from HR leaders, and an “Ask Me Anything” format, providing you and other people leaders with solutions and inspiration that will help you survive or even thrive in the current environment.
  • Digital Kaizen and Agile: The Evolution of the Board of Directors
    Digital Kaizen and Agile: The Evolution of the Board of Directors
    Michael Crawley Jun 11 2020 4:00 pm UTC 60 mins
    Due to current circumstances, many organizations have had to embrace digital tools and use technology out of necessity in order to communicate, operate and stay running.

    The number of online conversations and people adapting to the ever-changing digital world has increased, therefore it is vital for the board to consider this uptake in digital competence and usage when developing strategic choices for the future.

    The world’s behaviors have changed, and along with this, so must organizations. Due to the effects of the COVID-19 global pandemic, boards have become more engaged with a higher frequency of meetings paving the way for a new norm of strategy development.

    Hosted by Michael Crawley, CEO of Agile Social Learning 360, board advisor and digital transformation expert, our upcoming webinar explores how short-term adaptation should be viewed as a step towards implementing agile and kaizen in digital transformation to achieve continuous improvement and align the board with business growth.

    Discover the benefits of becoming a digital champion for your organization and how the impact of the pandemic has evolved mindsets and the future of digital habituation.
  • Microsoft Teams and Nuix
    Microsoft Teams and Nuix
    Mike Jackson and Michael Lappin Jun 12 2020 5:00 pm UTC 60 mins
    Nuix and Microsoft Teams – How the world’s most advanced processing engine is leveraging the MS Graph API. A demonstration of possibly the most important connector in Nuix history.

    Please join Nuix for a discussion and demonstration of the Microsoft Teams connector with Head of Solutions Consulting Michael Lappin and Senior Solutions Consultant Mike Jackson. We believe that our ability to extract and process data in a unified manner from the various sources in the Microsoft ecosystem will be amongst the most profound pieces of eDiscovery during the post pandemic recovery. Our customers and partners will now be able to extract Teams data such as files, chat (including reactions and attachments), calendars, contacts and more using the Graph API. Please join us in exploring this compelling technology.
  • How to Use Technical Content to Attract and Retain Customers
    How to Use Technical Content to Attract and Retain Customers
    Guiseppe Getto Jun 16 2020 5:00 pm UTC 60 mins
    Technical content is often the most valuable content we have at our disposal, and the most under-utilized. It gets relegated to FAQ sections of our websites and off-site help documentation wikis. In this webinar, technical communication expert, Guiseppe Getto, will share how to leverage your existing technical content and turn it into a robust content funnel that can help you attract, land, and retain consumers who are hungry for this type of information. You'll also receive a ton of resources, including exclusive access to free information from Getto's new book, "Content Strategy in Technical Communication."
  • Ask the Experts: The Current State and Future of Agent Experience
    Ask the Experts: The Current State and Future of Agent Experience
    Neal Topf, Callzilla; Becky Roemen, Avtex; Todd Meeks, Neustar; Roy Atkinson, ICMI Jun 17 2020 4:00 pm UTC 60 mins
    Leading contact centers profess that engaged agents make all the difference! Agent experience (AX) – how agents feel about their employer, processes, and technologies – affects both the customer experience and an organization’s business outcomes. The global economic impacts of COVID-19 make AX more important than ever. If you’re wondering what’s next, you’re in good company!

    This panel discussion, featuring some of the industry's leading experience experts, will be an open forum where attendees are encouraged to ask their urgent questions about agent experience.

    • Do the fundamental principles of AX still apply?
    • How has the value of AX changed? How do you communicate that value?
    • Are there unique challenges to keeping employees engaged right now?
    • How do you manage AX with an increasingly distributed workforce?
    • What are some of the specific causes of frustration and disengagement? How can you address those causes before you feel the effects?

    Led by ICMI’s Roy Atkinson and packed with invaluable takeaways, this panel discussion will undoubtedly help leaders to serve their agents well and adapt to an ever-changing environment. Bring us your questions – we've got the answers!
  • Zoomin Software TALK Show Event
    Zoomin Software TALK Show Event
    Megan Gilhooly Jun 17 2020 5:00 pm UTC 45 mins
  • How Contact Centers Can Evolve Their Strategies After the COVID-19 Crisis
    How Contact Centers Can Evolve Their Strategies After the COVID-19 Crisis
    Josh Streets, Scoreboard Group and ICMI Certified Associate; Andrew Gilliam, ICMI (moderator) Jun 17 2020 5:15 pm UTC 30 mins
    Many contact centers, even those with carefully crafted disaster recovery plans, were left scrambling to devise rapid responses to the ongoing COVID-19 pandemic. Having personally led such efforts over the years, in response to natural disasters, global events, severe weather, and more, I can say that COVID-19 has required a much, much different strategy, one that we can learn from for the future. For managers and even more senior leaders of the contact centers, it’s important to pump the brakes when some semblance of normalcy returns, objectively analyze the actions taken, and draft an intentional plan to move forward strategically. In this session, learn about the key questions you should ask, what the process looks like, and how to roll out the go-forward strategy.
  • Building Culture with Work-at-Home Agents
    Building Culture with Work-at-Home Agents
    Karen Arnold, Automattic; Roy Atkinson, ICMI (moderator) Jun 17 2020 6:00 pm UTC 30 mins
    How can a distributed team maintain its culture and values? The secret is hiring agents who fit, who invest in the process by intentionally contributing to the business in unique ways, and who stand to have the greatest impact and contribution to our teams and our customers. Keeping them requires a culture of communication, feedback, and transparency. Learn how Karen Arnold’s contact center has grown a 100% remote team while maintaining a very strong sense of the core culture.
  • Human Resources Tips and Tricks from the trenches!  Favorite short cuts!
    Human Resources Tips and Tricks from the trenches! Favorite short cuts!
    Lori Kleiman SPHR, SHRM-SCP Jun 17 2020 6:00 pm UTC 30 mins
    Business leaders know how important compliance and employee management is – but who has the time in the midst of benefit enrollment, recruiting and payroll? The typical HR Department of One is doing all they can to keep employees happy and work with leadership on the bottom line. Human Resources doesn't have to be mysterious or complicated in small business. Often the hardest part of a new initiative or program is just knowing where to begin. But no worries! Sharing tips and tricks is one of the best benefits of the HR Department of One community at SHRM. The program gives you the answer you need to implement initiatives that will transform your business.
    Lori's tools and tips will be simple, budget friendly and work as soon as you get back to the office. Our interactive program will walk you through critical areas of HR, how to meet the needs of the organization - and keep your sanity! You will walk away with tools you can use tomorrow!
  • Transforming Data Into Information That Drives Decisions and Action
    Transforming Data Into Information That Drives Decisions and Action
    Wendy Fowler, Quality Service Solutions and ICMI Certified Associate; Andrew Gilliam, ICMI (moderator) Jun 17 2020 7:00 pm UTC 30 mins
    Contact centers are inundated with data through countless reports sent out daily or even intra-day, yet most of the time they are simply just data – not information that helps drive decision making and action. It’s often not the right data, isn't understood by the recipient, and/or hasn't been compiled and analyzed properly. To be more successful and make your reports more valuable, you must eliminate the clutter and cut through the noise. In this session, learn about the difference between data and information, how to present meaningful information, and how to make informed decisions using that information.
  • From Scrambled to Strategic: Making the Most of Cloud Technology
    From Scrambled to Strategic: Making the Most of Cloud Technology
    Andrew Gilliam, ICMI Jun 17 2020 7:45 pm UTC 30 mins
    As safer-at-home orders forced us to abandon our offices, many contact centers franticly adopted cloud solutions that enable agents to work remotely. Although we've satisfied our immediate need, hasty implementations introduce risk to our companies and frustrate our workflows. But with crisis comes enormous opportunity. This session will inspire you to revitalize your strategy, eliminate risk, and maximize the return on your investments. Together, we'll squeeze life's lemons for all they're worth.
  • Ask the Experts: Rerouting Customer Experience for Today, Tomorrow, and Beyond
    Ask the Experts: Rerouting Customer Experience for Today, Tomorrow, and Beyond
    Becky Roemen, Avtex; Nate Brown, Officium Labs; Andrew Gilliam, ICMI Jun 17 2020 8:30 pm UTC 60 mins
    To put it mildly, the customer journey has encountered a few speed bumps this year. If your CX initiatives have taken a detour, you’re not alone. Stop and ask for directions from our panel of industry-leading customer experience and digital transformation experts. This session will be an open forum, where you are encouraged to ask your pressing questions. Together, we’ll find our way and rebuild our roadmap for the future.

    • How do the basic principles of CX apply to present-day challenges?
    • What have we learned about CX’s role in business continuity planning?
    • How can contact center leaders build unity and continue breaking down silos in a remote environment?
    • What role do technology, automation, and predictive analytics play in tomorrow’s CX?

    Led by ICMI’s Andrew Gilliam and packed with invaluable insights, this panel discussion will equip contact center leaders to serve their customers well, even in the strangest of times. Bring on your toughest questions – we’re here to find solutions!
  • Exceptional Customer Experiences Require Microcontent
    Exceptional Customer Experiences Require Microcontent
    Rob Hanna Jun 18 2020 3:00 pm UTC 45 mins
    We talk with information development guru, Rob Hanna, about why content creators should focus their efforts on the creation of micro—moments. Hanna will help us understand the role of microcontent — self-contained, atomic pieces of content — in the construction and management of exceptional content experiences.
  • Getting to Know Tech Writers WIthout Borders
    Getting to Know Tech Writers WIthout Borders
    Stuart Culshaw Jun 23 2020 3:00 pm UTC 45 mins
    Join us for a chat with Stuart Culshaw, co-founder of Tech Writers Without Borders (TWWB). Stuart will outline TWWB's mission, share some examples of how technical communicators are coming together to help support the communication needs of nonprofits around the globe, and explain ways that you can get involved.