Search results Search for: Search Refine your results by duration: Any Under 5 mins Under 20 mins Over 20 mins Sort by: Relevance Views Date WINNING ON PURPOSE: The Unbeatable Strategy of Loving Customers Fred Reichheld - Author; Shep Hyken Customer Service and Experience Expert; Joanna Palmer - RingCentral Join RingCentral’s CX book club event as Shep Hyken speaks with author, Fred Reichheld about his latest book, WINNING ON PURPOSE: The Unbeatable Strat... 2 months ago | 41 mins Knowledge Management for Customer Service – Start small, think big Jarrod Davis, Knowledge Management Expert, USU; Carmen Hermle, Global Manager, USU Professional Knowledge Management is more than just classic document management. It increases first call resolutions, shortens average handling time, ... 4 months ago | 53 mins 5 Trends in Customer Experience for 2020 Experts from BT - Dr Nicola Millard, Kate Denison, and Andrew Small "The phone is dead”. “Millennials never use the phone”. “The future is automation”. Is this fact or fiction? As new contact channels emerge and the c... 2 years ago | 25 mins Stop the Nightmare IT War Room Nancy Gohring, Senior Analyst, at 451 Research, Ryan Perkowski, Sr. Director Product Management, Virtual Instruments Today's demand for high-speed everything brings potential unforeseen challenges to your infrastructure environments. A single rogue failure or a noisy... 4 years ago | 60 mins IT Business Continuity - How to Build Better BC/DR Plans Josh Mazgelis, Chief Storyteller, Neverfail Group Whether you're watching it or not, virtualization has had a massive impact IT business continuity. Not only has it accelerated the pace of change in ... 9 years ago | 35 mins Growing Business: What to measure in customer service Art Schoeller - Principal Analyst, Forrester Research; Richard Dumas - RVP Demand Marketing, NewVoiceMedia Critical KPIs you need to measure to ensure a great customer experience Many large organizations are skilled at measuring and optimizing wide variety... 7 years ago | 60 mins 42 Rules for Outsourcing your Call Center Geoffrey A. Best In this economy businesses continue to search for ways to reduce spending and increase profits while still providing excellent service to their custom... 11 years ago | 26 mins “Trust but Verify” is Obsolete: Zero Trust Networking Erik Goldoff Trust us, you do not want to miss this session. Enterprises that are breached or compromised quickly learn that “There’s no such thing as bad publicit... 1 year ago | 40 mins Big Challenges in the Small Call Center Lisa Rotherham and Sheryl Burmaster, Augsburg Fortress Publishing CCNG talks with member Augsburg Fortress's Director of Customer Care and Process Improvement, Sheryl Burmaster about their call center best practices ... 12 years ago | 12 mins Integrating Office 365 and Business Communications: Key Advantages Marco Casalaina, VP Contact Center Solutions, RingCentral The value of cloud applications such as Microsoft Office 365 is not just in the ability to simplify usage and management, but in integrating with othe... 7 years ago | 32 mins
