Webinars

It’s a tall order. Unilever’s contact center handles approximately 3.5 million contacts annually on hundreds of products used by consumers in the U.S., Mexico and Canada. The Consumer Services group supports and provides consumer insights for over 90 brands—ranging from Dove®... learn more

Customers are increasingly turning to social media to air their service issues - especially when they feel companies could give a tweet about them through other channels. In the process, your service reputation is now out in the open for everyone to see. But some companies are leading the charge... learn more

This webinar was previously recorded Sponsored by IBM and Cincom Systems, Inc. Featuring Absa Bank with insights from Cincom Systems. As the largest contact center in South Africa with nearly 5000 agent seats scattered across 30 physical sites, Absa Bank was challenged to present better customer... learn more

You know : First Call Resolution (FCR) improvement equals customer satisfaction improvement. When FCR increases, customer churn decreases. Better FCR results in lower costs. But, do you know : How to mobilize around FCR down to every agent, in every center, on every call? New and changing... learn more

You understand the potential of Smart Services - cost reductions, minimized downtime, and increased productivity, savings, and customer satisfaction. But who has realized these benefits? Find out by joining us for the next Webinar in our Profiles of Leading Smart Services Program Series with Leica... learn more

Running an effective, profitable customer-support operation is like spinning a stack of plates. One plate is speed of delivery, another one is quality of support and yet another is cost of operations. Each plate is critical to the success of the organization. And a strong metrics program is what... learn more

Anticipating customer needs and exceeding their expectations is critical for the survival of today’s consumer-facing organizations. To do so, many organizations are making a shift from reactive to proactive customer communications and providing a better customer experience, while reducing... learn more

While improving your First Contact Resolution (FCR) rate can reduce costs and increase customer satisfaction, many contact centers struggle to accurately measure and operationalize this important metric. The Contact Center Research team has written a report describing an algorithm-based approach... learn more

Outstanding service pays off—for your customers, for your company. But it must be consistent across all channels. As  recent Aberdeen Group benchmark study points out, Best-in-Class companies enhancing online and contact center experiences—in unison—are seeing compelling... learn more

Register to view the webinar on demand now! Businesses have many valid reasons to leverage outsourcing as an extension of their contact center operations. The upside can be a positive impact to the bottom line, but the downside can be a risk of losing control of the total customer... learn more