Name: ICE [Ep.5]: CX Success Stories Require Technology, Leadership, Data
Start: 2019-10-09T17:00:00Z
End: 2019-10-09T17:58:19.000Z
Location: BrightTALK
Rating: 0

Unified communications simplifies and integrates all forms of communications within the enterprise.  By ‘unifying’ phone, e-mail, chat, voice mail, fax and other key processes related to internal and external communication, you can automate all forms of human and device communications into a common user experience. As a result, organizations will optimize business processes, enhance human communications, reduce latency and manage flows while eliminating device and media dependencies.

Zoom has become synonymous with video meetings, but its phone business has grown as well. Tune in as TechTarget news writer Mike Gleason briefly talks with Zoom Phone head Graeme Geddes about the expansion of Zoom's phone business, as well as the role of the office phone in an increasingly video-centric communications landscape.

Q&A with the Head of Zoom Phone

Remote and hybrid business environments increasingly require video conferencing. Whether using Zoom, Teams, FaceTime, or Skype, you must be your most professional self when calling in from home. Learn what TechTarget’s top 5 tips are for great video conferencing etiquette.

5 Video Conferencing Etiquette Tips

Visual Communications and Collaboration Series [ Ep.3]

As the world has rapidly shifted to work-from-home, video conferencing has become an integral component of employee engagement. But what happens next? How will video conferencing evolve over the next six months to a year? In this webinar we'll share groundbreaking research from our 2020-21 Visual Communications and Collaboration to share how video conferencing will evolve in both the meeting room and the home.

VCC [Ep.3] Video Conferencing and the Future of Work-From-Home

Cost-Benefit Analysis Series [Ep.5]

IT leaders have a variety of approaches when it comes to managing and administering UC applications including voice and video. They can leverage vendor-provided tools, or they can invest in third-party specialty tools designed specifically for UC management.

In this webinar we'll share our latest research on how best to manage UC performance, utilization, and provisioning and show how the use of specialty tools can deliver quantifiable return on investment

CBA [Ep.5] Optimizing UC Management

Visual Communications and Collaboration Series [Ep.2] Equipping the Home Office for Video

With the rapid shift to work-from-home, IT and business leaders are now tasked with ensuring a high quality video experience regardless of location. In this webinar we'll share Nemertes' latest data on what works, and what doesn't, in the ideal home office environment. Specifically we'll answer:

- Are built-in cameras good enough?
- What are successful enterprises provisioning for audio?
- How can organizations ensure adequate performance for video?
- What other considerations, such as lighting, contribute to success
- How are organizations using video to support team engagement and community building?

IT and business leaders will come away with practical and actionable guidance to ensure the success of their own work-from-home initiatives

VCC [Ep.2] Equipping the Home Office for Video

Visual Communications and Collaboration Series [Ep.1]

Video conferencing has become bedrock technology to support work-from-home in the age of Coronavirus. Based on data gathered from more than 500 organizations, Nemertes will both provide insight into how organizations are measuring success. and share the key approaches that correlate with success. 

We'll look at technology and vendor selection, architectures, management and adoption strategies, and how companies are using video to support social employee engagement. 

Attendees will come away with actionable insight to optimize the business value of their own video conferencing strategy.

VCC [Ep.1]  Achieving Video Conferencing Success

Cost-Benefit Analysis - Workplace Collaboration Series [Ep.3] Contact Center Costs & Provider Ratings

As companies increase their focus on the customer experience, contact centers are front-and-center to any technology decision. Nemertes conducted a study of 564 organizations to gather real-world operational costs and provider ratings. In this webinar, you'll learn:

*How much do companies spend on contact center licensing and IT staff to support the technology?
*Do cloud contact center services cost less to operate than on-premises platforms?
*Which contact center providers deliver the highest-rated customer service, technology, analytics, and more?
*What do companies spend on operational costs, by provider?

You'll be armed with information to make provider and architecture decisions based on costs and ratings from actual customers of contact center providers.

CBA [Ep.3] Contact Center Costs & Provider Ratings

Team Collaboration and Meeting apps are core requirements for a successful work-at-home strategy, but how do organizations measure success? In this webinar we'll share real-world metrics that companies are using to identify return on investment for their use of team collaboration and meeting applications. And, we'll show how these apps are leading to measurable improvements in productivity, gains in revenue, and cost savings.

CBA [Ep.2] Real-World Benefits of Team Collaboration and Meeting Apps

As companies rapidly shift to work-at-home, success requires implementing collaboration tools that provide the ability for employees to engage with each other in the context of work, without complications.

A core requirement for a successful work-at-home strategy is adoption of team collaboration platforms that unify business apps, information, and workflows into contextual workspaces. Thanks to integrations including communications, project management, HR applications, and service management, team collaboration eliminates the need to task switch between different applications, providing a new way to work. Key to success are adoption and management strategies that ensure governance and that foster utilization.

In this webinar we’ll provide IT and business leaders with insight into how team collaboration supports work-at-home initiatives, and how to implement a successful strategy. 

Specifically, we’ll cover:
• The state of the team collaboration market
• How team collaboration supports work-at-home
• Four steps to successfully implement team collaboration
• How to extend team collaboration to partners and customers

Why Work-at-Home Requires Team Collaboration

The Covid-19 global pandemic has drastically affected how people work. Practically overnight, organizations had to move employees and contact center agents to home offices, complete with security, connectivity, and access to apps. This study, conducted with 460 companies from April 2-7, analyzes:

* How many companies had employees work from home before and after the pandemic
* What percentage of employees work at home full- and part-time
* What challenges they faced moving employees to home offices
* Whether they plan to continue allowing employees to work from home after the pandemic is behind us
* What's driving the decision to allow or not allow people to work from home
* When companies have had a good experience and plan to continue to work from home, which vendors do they use?

Covid-19 Pandemic: Impact on Virtual Workplace Collaboration Now & in the Future

Cost-Benefit Analysis - Workplace Collaboration Series [Ep.1]: Expanding Video? Here's How It's Delivering Success

So you're considering ramping up video conferencing, with providers like Cisco, Poly, Zoom, and others. Such a move can be truly transformational for more than just internal employee collaboration. Join this webinar to learn what real-world, measurable benefits companies have documented using video. We'll cover the following:

• How much do companies actually save in travel reduction?
• How are they speeding the time it takes to hire new people?
• To what extent does video really help close sales and add revenue to the bottom line?
• How are video adoption plans changing and what's driving it?

We look forward to sharing this information with you.

CBA [Ep.1]: Expanding Video? Here's How It's Delivering Success

The current coronavirus pandemic has forced many organizations to rapidly implement work-from-home programs. But how do organizations know if they have the right tools to support virtual work? And what insights do they require to ensure that employees are able to remain productive? 

During this webinar Nemertes will share insight both from our research, and our experience of being a completely virtual organization for almost 20 years. Specifically we'll cover key areas to address including:

- Collaboration tools
- Ensuring adequate network performance
- Managing remote workers

We look forward to sharing this information with you.

Work-From-Home Success Tips

Is your contact center system working against you? Research shows that agents’ No. 1 goal is helping customers – and their No. 1 challenge is struggling with hard-to-use tools. Agent desktops often lack contextual, relevant data to help them promptly solve customer problems—and capitalize on opportunities. That’s contributed to poor KPIs, such as handle times and first contact resolutions impacting customer experience. Agents can’t improve issue resolution unless their contact center improves access to better customer data, analytics, and applications.
This webinar presents tools your team needs to:

• Access customer data and context effortlessly
• Improve customer success metrics with an integrated desktop
• Improve customer experience through faster problem resolution
• Reduce call backs by resolving the issues, the first time

Streamlining agent technology with analytics tools gives them the speed to solve customer issues, right at the first interaction. And, organizations are uncovering measurable success metrics: Customer ratings improve by 51.9%, and operational costs drop by 22.7%, according to Nemertes Research. 

Join Robin Gareiss, President and Founder at Nemertes Research and Gayathri Krishnamurthy, Product Marketing Director at NICE inContact in this webinar!

Better Agent Tools = Better Customer Service

What are the hot collaboration trends heading into 2020 and beyond? And more importantly, what should IT leaders do to ensure success? Join Nemertes' Service Director, Irwin Lazar, to learn the critical developments that will shape workplace transformation in the next year.

The following topics will be covered:
- Calling platforms and the shift to the cloud
- Team collaboration as the new work hub
- Meetings and video-centric collaboration
- Workflows, APIs, and CPaaS
- AI, Machine Learning, and Robotic Process Automation
- Analytics, security, and management

We look forward to sharing this information with you!

Workplace Collaboration: 2020 Predictions

A demonstration using Vertica and Tableau to assist in determining the effectiveness of Chromebook usage in a K-12 public school district.  Purpose to demonstrate the value and best use of machines to benefit students based on amount of usage and click data.

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Effectiveness of Machine Learning in K-12 Chromebooks

Intelligent Customer Engagement Series [Ep.6]: Setting Budgets, Finding Stakeholders for AI-Enabled DCX Projects

As IT and business leaders evaluate their how to use AI to improve customer experience, one of the biggest roadblocks is funding. 

This webinar provides step-by-step guidance on finding stakeholders to fund the projects, with specific data on how much companies are spending today on their AI-enabled initiatives.

ICE [Ep.6]: Setting Budgets, Finding Stakeholders for AI-Enabled DCX Projects

Intelligent Customer Engagement Series [Ep.4]: Analytics' Role in Improving DCX

Information is king, and without both real-time and historical data, it's nearly impossible to deliver the experience customers are expecting. 

Analytics tools are providing incredible insight to companies about customer sentiment, agent performance, and predictive actions. 

In this webinar, learn how successful organizations are using analytics to drive more revenue, reduce costs, and improve the customer experience.

ICE [Ep.4]: Analytics' Role in Improving DCX

Intelligent Customer Engagement Series [Ep.5]: CX Success Stories Require Technology, Leadership, Data

A great story requires more than a compelling narrative. Marketing teams can significantly elevate their success with the right combination of leadership, technology, and data derived from well-planned customer interviews. 

Crafting that perfect story requires an expanded mindset about what comprises “marketing.” 

In this webinar, join Nemertes Research President Robin Gareiss, who recently completed detailed research with 518 companies on how they use advanced technologies and reshape their organizational structure to improve customer experience. Based on this research and her experience as a journalist, marketing content developer, and CX advisor, she will cover: 

1. Organizational overhaul: Why a Chief Customer Officer is vital, and how the CMO and CCO work together for joint success. 
2. Technology leverage: What are the key technologies and contact-center initiatives that result in measurable CX success—ultimately delivering crucial data to marketing teams that support their success stories? 
3. The perfect story: How to conduct interviews that get real-world data to support your mission.

ICE [Ep.5]: CX Success Stories Require Technology, Leadership, Data

Digital Customer Experience

Customer Engagement

Customer Experience

Customer Data

Leadership

SuccessFactors

Success Metrics

Data Analytics

Succession Planning

Technology Marketing

Unified communications improve collaboration and increase productivity among employees through technologies such as VoIP, instant messaging and social media. Join this community to learn how to benefit from the full value of unified communications and collaboration technologies.

Collaboration and UC

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ICE [Ep.5]: CX Success Stories Require Technology, Leadership, Data

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