Webinars

Upcoming Webinar

Thursday, November 16 | 11AM PT

Designing a Self-Service Strategy with Your Customers and Agents in Mind

In this webinar we will delve into some common but overlooked areas where automation has a palpable impact on customer and agent experience. From simple order status and updates, to complex 3-factor authentication an intelligent self-service solution can bring operational savings to your business.

On Demand

MGM Resorts and Royal Caribbean Cruises Discuss the Impacts of Intelligent Self-Service

Listen as panelists share first-hand experiences with AI-based virtual agents as they discuss: the right time for a self-service strategy and how to measure the business benefits; creating a balance between agents and automation; from simple to complex, what can be automated; and the positive impact on customers and agents.

Common Chatbot Challenges That You’ve Probably Overlooked

Upwards of 70% of chatbot implementations have had extensive delays and fallen flat in meeting customer expectations. Watch this webinar to learn what’s causing these failures and how to ensure that your chatbot launch is a success.

How the Rise of Alexa and Siri Have Changed the Call Center Landscape Forever

Thanks to the huge success of personal digital assistants like the Amazon Echo, people – millennials especially – are now more willing to talk to machines than ever before. In fact, they expect it. The ability to use one’s voice and speak in a natural way to virtually any machine is a disruptive capability that is impacting the way businesses communicate with their customers.

Within Three Years AI Will Dominate Call Centers. 

Are You Ready?

Learn everything you need to know about artificial intelligence in the Call Center: why you need it, where to use it, and how it impacts the customer experience.

Calculating the True Cost & Benefit of Adding Call Center Self-Service

This webinar will outline specific cost components and how to calculate them to create a true cost of ownership for your new technology. Once that’s established we will elaborate on how to use that number to determine the true long term benefits.

Using Storytelling and a Strong Business Case to Get your Project Approved

As a leader, it’s your responsibility to secure all the necessary resources to get your recommended project done but getting buy-in from other stakeholders is often the most difficult part. This webinar is intended to give the tools and methodologies you need to present your project effectively and get the buy-in you need for success.

Navigating the Complexities of DME Customer Service

Due to the nature of the healthcare system, a patient is faced with trying to navigate through complex processes just to accomplish fairly simple and repetitive requests.
The reality is a many of these processes can be automated taking pressure off the agent and allowing the patient to self-serve on their own time.

Best Practices: IVR & Self Service

As contact centers are tasked with both reducing costs and improving customer service, organizations are seeking ways to improve their IVR and self-service solutions that can improve the customer experience. Click here to view the webinar!

IVR CAPABILITIES

“Make good decisions.” Mothers say it to their children before they go out with friends; executives say it to their managers before they purchase from a vendor. But to make a good decision, you need to know right from wrong, and in the world of voice self-service, what does that look like?

Reducing Contact Center Costs Without Compromising Customer Experience

As contact centers move forward with planning and decision making to meet corporate goals, it is important to consider the potential cost impact. There is always risk associated to cutting costs – from outsourcing to technology – decisions have to be made but, the wrong move can have a detrimental effect on your customer experience. As we move into 2016 it’s time to update the way we view contact centers and re-evaluate the way agents are being used.

PCI Compliance Webinar: Failing to Protect Customer Data can Result in Serious Penalties

These days security breaches are all too common. It’s not necessarily a matter of if it will happen, but when. Failing to protect customer data can result in serious penalties as well as reputation damage to your business. Adhering to PCI requirements is critical in your contact center if you are processing payments, and want to keep your customers and your business protected.

TCPA Webinar: Review of Recent Updates to the Telephone Consumer Protection Act (TCPA)

In light of the recently published updates to the Telephone Consumer Protection Act (TCPA) of 2013, we thought it prudent to revisit the original act and discuss its rules in greater detail. In doing so, this webinar will also identify some of the key clarifications of 2015 and how they may affect outbound calls being made by a variety of businesses.

Omni-Channel Webinar: How to get to the Omni-Channel Future with the Technology you Already Have

Across the spectrum, today’s technology gives customers the freedom to choose how they communicate with businesses, and the misconception is that companies need to invest in a unified communications platform to offer a multichannel customer experience. In reality, there are as many human factors as there are technical ones that constrain companies from realizing true omni-channel communication. There are, however, several tricks that you can employ with the technology you already have that are just as effective as buying that monolithic new telephony system. Leading companies utilize a multichannel approach to allow your customers to seamlessly transition from one channel to another and provide an effortless experience that is key to customer loyalty.