Webinars

You spend countless hours watching webinars, reading articles and working with customer management consultants.  But are you seizing one of the most effective opportunities for lowering costs, improving organizational efficiency and driving customer satisfaction? Machine-to-machine (M2M) technology is more than a mere innovation project to impress techies at consumer electronics 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

As demands on contact centers have increased over time, companies are looking to bring the best talent into their agent pools.  The availability of cloud computing technologies in the contact center has opened capabilities to deploy agents anywhere. learn more

In the hyper-competitive marketplace of today, contact center leaders are striving to drive competitive advantage and bottom line results from their customer care operations. learn more