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Webinars

16 March 2012
Five steps to a highly effective social media strategy
“ THERE IS ONLY ONE BOSS. THE CUSTOMER. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” Sam Walton (Walmart).

Customer service has always been about winning and keeping customers. But today, rapidly emerging technologies have changed the game. Empowered customers, who are digitally connected via social media channels, have changed the rules of engagement – and in a world of anywhere-anytime access to information and digitally engaged consumers, organisations need to explore new ways to stay relevant for their customers.
21 December 2011
Webinar presentation: Your customers are smarter. Their devices are smarter. Are you?
Consumer technology means your customers have access to information 24 hours a day - and the advent of tablets and smartphones means they are more mobile than ever. This exclusive webinar from Call Centre Focus and technology specialists IP Integration and Avaya will examine what you need to ensure you are prepared for the next generation of customer.
22 November 2011
On demand: Making automation feel less automated and more caring
It’s hardly surprising that automation is on the rise , but automated service is not always popular with customers , as they may not feel the company cares sufficiently to deal with them as an individual. So how can organisations make customers feel valued, while efficiently routing calls and promoting self-service? In this exclusive webinar , Call Centre Focus, industry analyst Ovum , and technology specialist SpeechStorm discussed ways to personalise automation strategies in the modern call centre.
11 August 2011
On Demand: Solving the cross-channel riddle
The number of different ways to contact a company is increasing – with SMS, web chat, and social media all promising to improve the customer experience. But whereas the demand for these types of channels is increasing, organisations seem to be falling behind in offering service via these routes.
10 August 2011
On Demand: Frontline culture, engagement and motivation
Manchester Business School's Robin Gleaves reveals practical insights into understanding the complex role of emotions in the workplace, examining the customer-employee experience, how to win heads, hearts and hands, and attitudes and behaviours versus values.
10 August 2011
On Demand: What does a cloud-based contact centre look like?
In this fascinating session, futurologist Dr Nicola Millard will examine how customers and contact centres are using cloud-based technology in their everyday lives, from tweeting to storing data and monitoring performance.
01 April 2011
How to Create a Branded Customer Experience
Those brands that are creating and implementing multi-channel experiences to meet the needs of their customers are the ones that are winning. They are doing so through the powerful combination of focusing on the customer experience......
14 March 2011
The Contact Centre in the Cloud
This webinar examines whether a hosted Contact Centre is going to work for you. It will look at how security can be maintained, how resilience can be enhanced, and how technology can help mitigate against unforeseen circumstances.....
08 March 2011
Homeworking Webinar
Forty per cent of US organisations include remote agents in their customer contact channels, and analysts predict 80 percent will deploy remote agents by 2013. UK and European markets have similar challenges as the US in shortages of qualified labour, ris
26 October 2010
Ten Costly Mistakes to Avoid When Selecting and Implementing a Mobility Solution
Investing in mobility has the potential to raise productivity, accessibility and visibility. Download this webinar and hear from Kevin Benedict, a well-known technology evangelists, writer and speaker and Gil Bouhnick, director of Mobile Solutions at Clic
27 July 2010
Your customers want what you arent giving them - The Demand for the Multichannel Contact Centre
In call centres today its not just about fielding phone calls anymore. It's about engaging your customers in multiple ways while allowing them to conduct business anytime, anywhere, using any form of communication they desire: call, email, chat, or fax.
10 June 2010
Your customers want what you arent giving them - The demand for the multichannel contact centre
09 December 2009
Remote Agents - Taking Full Advantage of the IP Contact Centre
09 December 2009
Are you looking for the latest call centre technology on a limited budget?
08 November 2009
Speech Analytics ? The benefits without the cost
09 October 2009
Extracting Value from Customer Interactions - improving customer service the Vertex way
17 June 2009
Is outbound contact the future of customer service?
01 October 2008
The changing face of customer service
19 September 2008
Call analytics - harnessing business intelligence
31 July 2008
Visibility - Bridging the customer experience gap