Webinars

Your customer’s expectations for service are changing. They now expect to request and receive help via multiple channels including phone, email, instant message, and mobile. learn more

As consumers, we know a good customer experience when we have one. But there’s a real disconnect when it comes to decoding the customer experience as a business. learn more

Customer experience is a strategic focus at most organizations; no longer is the contact center executive primarily focused on operational efficiencies. learn more

In a recent Aberdeen report 60% of companies reported that they weren’t able to increase customer satisfaction in 2012. With more than 80% of revenues coming from existing customers it is imperative for service organizations to focus on improving customer engagement. learn more

No story illustrates contact center challenges more clearly than that of an outsourced contact center service provider—especially when that outsourcer is also a startup. learn more

The customer service experience is today more than just an interaction with your contact center. It is a strategy spanning the entire organization – from marketing to sales, from finance to legal. learn more

Is your organization struggling with the day-to-day of delivering effective customer service while defending – or growing – the bottom line? Are you ready to capitalize on trends like “big data,” multi-channel service and social media? Or are you dreading tackling them? Join CMIQ for a lively and candid roundtable with customer service and call center veterans from learn more

In this webinar, we will explore how to leverage data and analytics to create competitive advantage and enable high performance call centers in the following areas: Getting the right information to the right person at the right time Impacts of call center off-shoring Changing nature of service channel preferences The impact of social media on call center usage and experience The changing mix of learn more

The popularity of Apple's Siri technology has placed a spotlight on the growing demand for Virtual Agent technology in a corporate setting. More than ever, modern consumers are demanding the power to serve themselves when they have a question, be it on a corporate web-site, facebook fanpage or on their mobile device. learn more

Virtual, at-home customer service has graduated from the early adopter phase and is now reaching the early majority of companies who are hungry for its benefits in scale. learn more

Not long ago the only viable option for service and support was to call the vendor that made the product. Today, there are countless sources of information about all types of products and services, easily accessed with a quick Google search. learn more