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| Live Events |
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Using Analytics To Discover and Measure Dis-Satisfiers In The Whole Call
How much satisfaction is enough to maintain loyalty? How do you know if you’re underinvesting in your customers; creating critics and detractors? Your contact centers can help answer these questions – because the answers are in thousands of customer conversations every day. In this webcast you will learn how whole call analytics delivers measurable and actionable insights.
Tuesday, March 16, 2010 at 1:00:00 PM(Eastern)
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BBN/AVOKE
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Best Practices to Improve the Effectiveness of Your Customer’s Online Experience
It was thought that with the advent of online customer service, agent’s costs would be reduced. However, there is confusion as to what really works; what provides companies with customer loyalty and with a real return. In this webcast we will discuss the economic impact of customer loyalty, ways to stop customer churn and The ROI and best practices of proactive chat. Learn how to decipher the differences the various solutions and how to enhance your company’s 2010 customer interaction strategy.
Thursday, March 18, 2010 at 1:00:00 PM(Eastern)
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Forrester & Conversive
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Valuable Approach to Delivering a Personalized Customer Experience
The key today is how to balance and place resources to create a differentiated customer experience and optimize operations. Learn how to bridge the gap between the past and the future, using an open customer contact framework to deliver greater efficiency while at the same time deliver more intelligent and effective interactions with your customers.
Tuesday, March 23, 2010 at 1:00:00 PM(Eastern)
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AVAYA
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Customer Dynamics: It’s a Matter of Intent
Learn how being able to understand, leverage and improve the multi-faceted exchange of information, ideas, opinions, and commerce that occurs continuously between businesses and their customers can create a huge opportunity to optimize operations, differentiate through exemplary service, and grow your business.
Thursday, March 25, 2010 at 1:00:00 PM(Eastern)
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NICE
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Speech Analytics Revealed: Myths, Facts and Whodunit?
Be the first to hear Jim Davies, Gartner Research Director, demystify the magic in Speech Analytics and answer your burning questions on topics such as what the drivers are for embarking on a Speech Analytics initiative and how it transforms the traditional Contact Center and Voice of the Customer applications?
Tuesday, March 30, 2010 at 1:00:00 PM(Eastern)
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Utopy
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Social Media Roundtable: How to Formulate Strategies and Engage Customers
Social media sites give your company the ability to engage with your customers and to truly have a one-to-one relationship with your most important audiences. It can be a powerful force in developing and enhancing your products, in reducing marketing costs, and increasing customer loyalty. But social media can only be effective when implemented according to a clear and defined strategy. Learn what social media does well…where it is less effective…and what strategies will be most successful for your company?
Thursday, April 01, 2010 at 1:00:00 PM(Eastern)
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Roundtable Debate
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