Webinars On Demand
Avoid Desktop Blind Spot: Gain Visibility Into Desktop Activities.
In this webinar, you will explore:
- How do you know if your agents are following business processes?
- How do you know if your processes are efficient and effective across desktop applications?
- What are the threats to compliance requirements such as PCI?
- Are you missing cross/up sell opportunities?
Protected Link: Cleaning up the Servicing - CRM Desktop
This webcast reveals the results of DMG Consulting’s 2011 benchmark study on The Servicing/CRM System Dilemma. The webcast reviews the state of servicing/CRM solutions market and present ways to address your servicing/CRM application headaches.
During this webcast you will learn:
- Top 2011 contact center challenges and goals
- Why contact center servicing/CRM applications continue to be a major service obstacle for contact centers
- How to cost effectively and rapidly improve your servicing/CRM applications
Protected Link: Customer Experience Management: Making Every Interaction Count. Stories from the Trenches: Practical Ways to Improve Efficiency, Effectiveness, and Operational Insight
You will learn the:
- Importance of having a 360 view of call center operations
- Impact of interaction management on customer experience
- Ways to improve process & customer experience by focusing on Customer Service Representatives (CSR)
- Techniques to improve productivity in the CSR’s work environment
- Best Practices for identifying CSR challenges & opportunities for development
- Impact of customer interaction technology on customer loyalty & value
Doing More with Less: How integration at the point of contact improved agent effectiveness without breaking the bank.
Join Frost & Sullivan, as we take a look behind the curtain at ACS to show you how this company is integrating at the point of contact, maximizing service quality and responsiveness. Additionally, we'll examine how to address this challenge in the most time and cost efficient way. At the end of the program, you'll have the answers to these pressing questions:
- Why it is important to focus on improving the agent's work environment and how does that relate to improving the customer experience?
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What does it mean to "Do More with Less?"
- How are companies such as ACS using desktop integration to streamline workflow and increase efficiency even when the applications are hosted by another company?
- How can desktop integration allows you to use your existing technology investments to improve agent effectiveness, cut call times and improve training?
Florida Virtual School: A Case Study in Delivering the Right People and Technology.
Join Contact Centers of America (CCA), Florida Virtual Schools, and Cicero to learn:
- How CCA and Cicero worked together to deliver a customized solution to Florida Virtual Schools that improved efficiency and effectiveness
- Why selecting the right people and technology is critical in delivering Extreme Customer Satisfaction
- The definition of “Extreme Customer Satisfaction 2.0” (XC-sat2.0)
- How CCA hires, trains, and coaches the right people
- How customer experience management (CEM) software is the next ‘big thing’ for innovative contact center service providers and their clients
Heads or Tails: Is your plan for 2011 choppin' heads or kickin' tail? Using Effort Analytics to Improve the Agent and Customer Experience.
Join Frost & Sullivan, Cicero and Customer Relationship Metrics for a complimentary eBroadcast on how top performing call centers are improving the agent and customer experience. Learn how “effort analytics” could be the most productive way yet to understand and improve your customer contact operation and listen as we discuss:
- Why effort matters
- How measuring effort over call management statistics results in 10x greater results
- How you can measure effort
- What’s the best course of action to reduce effort
Is Reducing AHT the Holy Grail? How Improving Processes Can Yield Bigger Results.
- Why it is important to focus on reducing the complexity of the work environment for customer service representatives
- Why the customer service rep as the focal point is the key to process improvement
- How to understand the CSR work environment, their challenges and areas of process improvement
- How companies are focused on process improvement as the primary goal and the impacts on CSR effectiveness, efficiency and costs
- How desktop integration allows you to use your existing technology investments and can be implemented in a matter of weeks and pay for itself in a few months
- How well you remember facts through fun trivia from Monty Python and the Holy Grail
The Enterprise Desktop from Service Obstacle to Experience Enabler.
Join Frost & Sullivan, IRT and Cicero for this on demand webcast to learn how you can leverage existing servicing technology and make it work better for your employees, business, and customers.
During this complimentary eBroadcast, learn how:
- Revamping the agent’s work environment can improve the customer experience
- The five biggest productivity killers can be eliminated with next generation desktop technology
- To transform an enterprise desktop from service obstacle to customer experience enabler
Protected Link: The Interaction is the Experience: Practical Ways to Improve Efficiency, Effectiveness, and Operational Insight
What Attendees will learn:
- Why the ‘Interaction’ IS the Experience and why it is vital to your contact center
- What Customer Interaction Management (CIM) can do for your contact center and the bottom line
- How true CIM delivers more productive users and an improved customer experience
The Smart Desktop - Anticipating Customer and User Needs.
During this webcast, you will learn:
- Why it’s important to leverage your existing service applications to improve productivity and the customer experience
- How integrated and unified desktop solutions are missing the mark in several key aspects
- How companies are using a Smart Desktop to improve contact center performance and the customer experience
Top 50 Call Center Optimization Best Practices of 2009.
We assembled 50 of the top best practices being used by leading contact centers today to share them with you in this dynamic 60-minute Webcast.
- Secrets of the top call centers and how to successfully apply them.
- Proven best practices for quality monitoring, workforce management, reporting and analysis, customer surveying, pre-hire assessment, training, and desktop integration and automation.
- Breakthrough strategies and techniques you can use to exceed customer expectations, raise performance standards and achieve your career goals.
- Powerful new ways to hire the best employees, set and measure the right performance objectives, accurately forecast workload and schedules, improve quality of service, effectively survey customers to boost satisfaction, and win the support of top executives.
- About new call center optimization solutions that are affordable to organizations of all sizes.
What's Goin' On? See how employees and applications REALLY work
Join Cicero’s Mike Garner, Chief Customer Officer, and Tony Castagno, Chief Technology Officer, to learn how you can gain operational visibility into desktop activities and application performance.
Key Takeaways
- Why it’s critical to understand how work is performed at the desktop
- How to cost-effectively monitor and capture desktop activities and application performance
- What you should do with the data once you have it
