All monthly Events (17)
February 5Thursday
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Survey Pain Relief: Overcoming Survey Frustration and Failures
February 5, 2009 from 1:30pm to 2:30pm – On Line (must register on GoToMeeting to participate) As we all know knowledge is power. The problem is, self-proclaimed experts and bullies get their way with surveying because our knowledge is sparse on this very complex subject. “Yes”…very complex! I… Organized by Kathryn Jackson | Type: Online, monthly, free, discussion, group
February 19Thursday
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Benchmarks & the Contact Center
February 19, 2009 from 1:30pm to 2:30pm – On Line (must register on GoToMeeting to participate) This webinar will explore the value of benchmarking, how to do it, what kinds of benchmarks are available to contact centers and the differences between them. Included will be the results of statisti… Organized by Kathryn Jackson | Type: Online, monthly, free, webinar
March 5Thursday
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Driving Optimal Contact Center Performance: Hiring the Right Agents Up-Front
March 5, 2009 from 1:30pm to 2:30pm – On Line (must register on GoToMeeting to participate) Presented by David Ostberg, PhD, VP of Selection Science for Evolv On-Demand (www.evolvondemand.com) In an effort to optimize their contact center performance and workforce, contact center leaders s… Organized by Kathryn Jackson | Type: Online, monthly, free, webinar
March 26Thursday
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Web 2.0 Strategies for the Contact Center
March 26, 2009 from 1:30pm to 2:30pm – On Line (must register on GoToMeeting to participate) Presented by Tim Kraskey, VP of Marketing and Business Development for Calabrio, Inc. (www.calabrio.com) This shift from efficiency to effectiveness means not only a new mindset, but also a new tool… Organized by Kathryn Jackson | Type: Online, monthly, free, discussion, group
April 9Thursday
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Zappos: Delivering Happiness-Customer Service & Culture
April 9, 2009 from 1:30pm to 2:30pm – online must register with GoToMeeting to join (see below) Presentation by Zappos. Presenter: Jane Judd, Senior Manager of the Customer Loyalty Team This is a free Webinar Time: 1:30 PM EST Uses both VOIP and Toll number involved - no other toll free numbe… Organized by Kathryn Jackson | Type: online, monthly, free, webinar
April 23Thursday
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Maximizing Customer Loyalty in a Commoditized Market
April 23, 2009 from 1:30pm to 2:30pm – online must register at GoToMeeting to join Presenter: Rudy Vidal Register at: https://www2.gotomeeting.com/register/999176322 The presentation helps us better understand the key drivers of customer Loyalty in a commoditized market. Once we u… Organized by Kathryn Jackson | Type: online, monthly, free, webinar
May 7Thursday
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Customer Equity Management (CEM) - it's not your father's CRM
May 7, 2009 from 1:30pm to 2:30pm – online - must register on GoToWebinar to join Has your call center technology really delivered the ROI you'd hoped? How can you tell? Have retention, customer satisfaction, and referrals dramatically increased? Have call volume and rework notice… Organized by Kathryn Jackson | Type: online, monthly, free, webinar
May 21Thursday
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First Contact Resolution in the Contact Center
May 21, 2009 from 1:30pm to 2:30pm – online must register at GoToMeeting to attend First Contact Resolution has a big impact on every call center. It affects volumes, operational spend, agent training, and most importantly, customer satisfaction and customer loyalty. In today’s ec… Organized by Kathryn Jackson | Type: online, monthly, free, webinar
July 16Thursday
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Proven WFM Strategies to Reduce Cost and Improve Morale
July 16, 2009 from 1:30pm to 2:30pm – Online-must register at GoToMeeting to attend In this Webinar John Frehse, Chief Strategist at Core Practice will share real examples of how to schedule agents more effectively. He will cover everything from the right way to measure costs to sch… Organized by Kathryn Jackson | Type: online, monthly, free, webinar
August 6Thursday
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Great Customer Experiences Start with Consistently High Performing Technology
August 6, 2009 from 1:30pm to 2:30pm – online must register at Gotomeeting to attend Are you looking in the rear view mirror when it comes to evaluating the experience your technology is providing to your customers? Do you know when your technology fails only because customers compla… Organized by Kathryn Jackson | Type: online, monthly, free, webinar
© 2013 Created by Kathryn Jackson.
