Webinars

Customer service on social media can no longer be viewed as a passing fad or a marketing distraction. With brand service being secretly monitored and then publicly reported on by the likes of Nielsen and STELLAService, and social customers skewering businesses and organizations for PR or service gaffes as they happen, organizations of all sizes should be prepared to not only follow customer learn more

Understanding the customer experience is a critical part of any business in today's cost sensitive world. Every customer relationship and contact impacts your business  and ensuring a positive experience drives their loyalty and spend . learn more

Rapid scaling and flexibility. Seamless integration. Cost-effectiveness. Agent productivity. Customer satisfaction. With so many imperatives, most contact centers weigh the tradeoffs—and make compromises. learn more

The information you need to better understand your customers is out there.  It's the conversation your customers are having right now on social networking and review sites, in the thousands of emails to your customer service reps and in customer feedback surveys. learn more

  Are you able to provide unique, differentiated service experience to your customers?  Do your agents run through a pre-designed assembly line-like process with customers? Increasingly, customer service cases are getting more complex and a one-size fits all approach to case management is no longer effective. learn more

Join GfK MRI for this webinar, where we’ll take a close look at a hypothetical American family to offer insights into every generational group, based on the Survey of the American Consumer, TeenMark and the American Kids Study. learn more

  In today’s rapidly-evolving call center environment, “innovation” is no longer a pipe dream for a select few call center outsourcers. learn more

Every touch point with a customer -- visiting your web site, ordering products, engaging with customer service -- is a branding experience.  To maintain the value of your brand, companies need to invest in dynamic customer engagement that is friendly, intuitive and on the customer’s terms. learn more

Over the past decade, nearly 235,000 contact center positions have been shifted offshore. However, companies are now rethinking the offshore equation due to shrinking talent pools, rising wage rates, real estate inflation, and growing customer backlash. learn more

Customer service is no longer confined to the four walls of the contact center; it involves delivering an ideal experience for the customer -- at each touch point and across the organization. learn more

Call centers are increasingly expected to deliver on the company brand experience and positively affect revenue. The strategic importance of call centers has created a demand for more meaningful metrics and advanced analytics capable of linking performance to behavioral and financial outcomes. learn more