Webinars

2012 Webinars

Computer Telephony Integration – Beyond Screen Pop

Computer Telephony Integration (CTI) still seems to be topical and a bit mysterious to a lot of organizations.

For access to the recorded webinar click here.

Enabling the Multi-Channel Contact Center – Encore Presentation

Join us to learn about best practices and innovative solutions to providing superior customer service in a multi-channel world.

For access to the recorded webinar click here.

Simplifying Cross Channel Customer Experience Management – Encore Presentation

How can I simplify managing my customer’s experience for any channel?

For access to the recorded webinar click here.

Introduction to First Contact Resolution

There are many misconceptions about what First Contact Resolution (FCR) is and what exactly it means to a business.  Join us to get an understanding of FCR basics and how it is measured.

For access to the recorded webinar click here.

2011 Webinars

Enabling the Multi-channel Contact Center

Join us to learn about best practices and innovative solutions to providing superior customer service in a multi-channel world.

For more information on this webinar click here.

Simplifying Cross Channel Customer Experience Management

How can I simplify managing my customer’s experience for any channel?

For more information on this webinar click here.

Personalized Interactions – What Amazon and Netflix Can Teach the Call Center

What lessons can we learn and apply from Amazon and Netflix in the very different environment of the call center?

For more information on this webinar click here.

Agent Desktop – The Last Mile in CRM

CRM has undeniably added value; however it often doesn’t successfully close the gap between what agents need and what the application provides.  Join us in this webinar to find out what is missing for agent desktops today in the contact center and how you can complete the “last mile” in CRM.

For more information on this webinar click here.

First Contact Resolution – Surveys and Beyond

First Contact Resolution surveys are a great way to measure customer satisfaction and loyalty, but many organizations are stumped at what to do next.

For access to the recorded webinar click here.

Where are YOU on your FCR Journey?

This webinar is exclusively for Blue Cross & Blue Shield organizations. Join Rob McDougall and colleagues from other Plans for an interactive session and learn where other industries stand as well as what actions you can take to improve your FCR rates.

For access to the recorded webinar click here.