Webinars

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

Your customers live online and demand that you do too. Companies that offer convenient, timely, 24/7 self-service options accessible via the Web, mobile devices and social media realize improved conversion rates, higher average order value, and higher customer satisfaction and retention—all at lower cost. learn more

New Data on Consumer Behavior Shatters the Hype Over Facebook and Twitter As investment into social CRM moves towards the billion-dollar threshold, customer service representatives simply cannot afford to ignore a pressing question:  Does the hype and focus placed on social media translate into real business value? A  sobering investigation into the facts shatters the sentiment that learn more

Proactive Customer Care (PCC): “A business strategy that makes consumers’, partners’, constituents’ or employees’ lives better and easier by addressing issues before a problem or need arises. learn more

How much money is your company losing in “no fault found” product returns? So often consumers purchase products only to realize they don’t know how to use them, leading quickly to a return. learn more

Customers don't buy a product or service in a vacuum; they buy it as part of a total experience. And, in a tough economy, buyers hold on to their money more tightly, and for longer, as they make difficult choices about if, where, and when they will spend it. learn more

Many organizations are under the impression that superior customer care can be achieved by focusing solely on improving voice self-service capabilities. learn more

Typically, being "customer-centric" is viewed as a process that places customers at the center of everything. But what happens if you take a different view and place your employees at the center of your customer experience design strategy? Instead of following the traditional "marketing" approach - where customer insights and branding are used as the launch platform for learn more

Online chat continues to develop as both a convenient customer service channel, and a cost effective sales delivery method. But even with its growing consumer preference, impressive ROI, and high CSAT, online chat is still regarded as an immature channel. learn more

Customer Experience, as much as everything else in organizations today, is changing. And sure, while we could say that it’s in a constant state of change, this latest change is significant! Today, customers around the world are demanding better experiences, insisting on more channels for communication and expect more control over their engagements. learn more