Archive for the ‘Events’ Category

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The Power of One: Why Customer Service Can’t Ignore Social Media

December 29, 2011

Dave Carroll & Catriona Wallace

With over 11 million YouTube hits, Dave Carroll’s song “United Breaks Guitars” resulted in a 10% decline in United Airlines’ share price. It also demonstrated to the world the power of social media as a customer resolution channel.

Join this live webinar with Dr. Catriona Wallace, director of Fifth Quadrant, as she speaks with international social media sensation, acclaimed public speaker and musician Dave Carroll.

Date: Wednesday, January 11

Time: 10 AM (PST) / 1 PM (EST)

Speakers:
Dave Carroll, Musician and Public Speaker
Catriona Wallace, Director, Fifth Quadrant

This is a rare opportunity to hear a legend in social media share important lessons and firsthand insights on how leading companies must compete through exceptional customer experiences.

Attend this interactive webinar to learn:
• Why organizations can’t ignore social media as a customer service channel
• What the power of one person means to us as consumers and employees
• What organizations should consider when implementing a social strategy
• And more…

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Posted in Events, remote support, Social media, Trends | Leave a Comment »

2011 Trends in Collaborative Support: On-Demand Webinar

October 5, 2011

John Ragsdale, VP of Tech Research at TSIA

Web-collaboration tools have emerged as one of the most popular technologies across all service divisions. This suite of tools – ranging from desktop sharing, collaboration between support reps and even supervisor silent monitoring – is seeing high rates of adoption and planned spending.

Download this free webinar with John Ragsdale, TSIA’s VP of technology research, as he reveals for the first time the new TSIA 2011 survey results, including rate of adoption of web-collaboration tools, satisfaction levels and spending numbers.

View this webinar to discover:

• The ROI of web collaboration for technical support, including metrics impacted
• Key areas of product differentiation
• Why “freeware” increases risk for your organization
• And more…

Learn more about additional webinars from Citrix Online.

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Posted in Events, Product Info - Corporate, Trends, Webinars | Leave a Comment »

Webinar: Drive Customer Satisfaction Up and Costs Down

September 22, 2011

Most support managers are expected to maintain or improve C-SAT scores while reducing expenses. In other words, “do more with less.” This may appear to be impossible – but there actually is a way to achieve both goals.

Join this live webinar with Dave Brown, founder and president of Support Center University, as he shares proven methods that will drive your support organization’s performance to new levels while lowering costs.

Dave will detail industry benchmarking data that shows how customer satisfaction is impacted by specific performance factors. These same factors are the key drivers of cost.

Date: Wednesday, September 28

Time: 10 AM (PDT) / 1 PM (EDT)

During this interactive webinar, you’ll discover:

• The relationship between “time to resolution” and C-SAT
• Why efficiency metrics must be considered together, not separately
• Improvement techniques that maximize benefits to your organization

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Posted in Events, Webinars | 1 Comment »

A Match Made in Heaven? #1 Remote Support + #1 CRM

September 2, 2011

#1 CRM Tool + #1 Support Tool

GoToAssist is very proud to announce the happy union of GoToAssist Corporate with Saleforce, the leading CRM solution.

Now support representatives everywhere can launch support sessions right from their favorite CRM service. With the GoToAssist for Salesforce app, you can start a GoToAssist support session with just one-click from your Saleforce case record. In addition, all session details are automatically captured as Activity History in Salesforce.

The free GoToAssist for Salesforce app is available for your test driving and deployment at the Salesforce AppExchange.

Key benefits:
• Streamline support operations
• Deliver quick, seamless remote support
• Eliminate duplicate data entry – remote-support session log and survey results are automatically saved in Case Activity History

On-Demand Webinar: Watch Demo of GoToAssist for Salesforce

To learn more, download the fact sheet or watch a special recorded webinar with GoToAssist product line director Barry Dacus. Barry demos GoToAssist for Salesforce and answers the audience’s questions in a lively Q and A.

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Webinar: Integrating Self-Service with Multi-Channel Assisted Support

April 18, 2011

Web-based self-service has emerged as a dominant customer support channel, with nearly half of all customer interactions taking place online. To promote the adoption of self-service, customer contact centers must provide a seamless escalation path to assisted support.

Join this live webinar with noted expert Tom Sweeny, cofounder of Service XRG, as he introduces the concept of “seamless support” and explores its core benefits and the steps necessary to get there.

Date: May 5, 2011

Time: 10 AM PDT / 1 PM EDT

Speakers:
Tom Sweeny, Cofounder, Service XRG
Jessica Eastman, Citrix Online

Attend this live webinar to discover:
• How the support model has evolved to include self-service
• Key steps to integrate self-service with assisted support
• Tools and technologies you need to achieve seamless support
• And more…

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Winning Big at HDI Expo in Vegas

April 6, 2011

Sure Winnings at HDI. Photo courtesy of Tenaciousme at flickr.

Just returned from gaudy and glamorous Las Vegas and the excellent Help Desk Institute (HDI) conference. I may have lost more than my fair share of chips at the blackjack table sometime between midnight and 3 AM, but HDI delivered a jackpot of a conference.

The presentations were top notch. Usually, I was being entertained and educated by a seasoned pro in the service and support business.

One thing that the HDI speakers made crystal clear was that customer support and help desks are evolving fast. They are speeding to meet the challenge of social media and web-savvy customers searching for quick answers, even as web-based tools (dare I say cloud?) help lower the costs of support and enhance productivity. Self-service, web chat, automation and outsourcing were some of the winning cards being dealt in the ritzy Venetian Hotel and Casino, which played host to the conference.

Indeed, next to presentations on metrics and team leadership, sessions on “integrating chat” and utilizing social media were among the top 10 most popular this year.

Hey, it was also great to meet so many GoToAssist and GoToManage users at our Citrix Online booth. Sure, some of you were interested in our deluxe schwag, but quite a few spoke to us about the challenges of support and how well our tools performed. And yes, just in case you are wondering, we HAVE immortalized a few of you on our Facebook page. Take a peek.

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Webinar: Customer Support in a Mobile and Social Media World

February 24, 2011

A Mobile, Social Media World. Image courtesy of Mike Licht on Flickr.

A new survey from SupportIndustry.com reveals that mobile devices and social media are forcing a major paradigm shift in the customer support industry.

Join this interactive webinar with industry expert Rich Gallagher and learn how mobile support environments and social media are transforming support in 2011 and beyond.

In this live webinar, you will discover:

* Why most support operations will adopt a mobile support strategy in 2011
* Directions for social media support
* The future of web chat as a support channel
* And more…

Register here for the webinar, to be held Thursday, March 24 at 11 AM PST / 2 PM EST. Attendees will receive a complimentary white paper from SupportIndustry on the topic.

To learn more about the speaker, Rich Gallagher, click here.

To be amused by more mash-up illustrations by Mike Licht, visit here.

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Demystifying SaaS and Cloud Computing — Special HDI Webinar Series

January 25, 2011

Malcolm Fry

HDI, the IT service and support membership association, is hosting a free, 3-part webinar series on the implications of SaaS anad Cloud computing for technical service organizations. The webinars will be offer an incisive look at emerging infrastructure options and the impact of cloud solutions on technical support.

The first one-hour web event will occur Feb. 15 and features Malcolm Fry. GoToAssist has in the past sponsored webinars by this notable IT expert, including his presentation “Keep Your Workforce Working: Access and Solve Issues Anywhere in the World.”

In the first HDI webinar, Fry will consider how cloud applications affect technical service organizations. He will also answer the question “Can ITIL disciplines help guide you as you manage the infrastructure challenges, gain efficiencies, and achieve ROI?”

Read more here.

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Posted in Events, IT Management | 1 Comment »

Webinar: Increasing IT Productivity and Efficiency

January 6, 2011

Photo courtesy of Robert Scoble and Flickr

On January 25, GoToAssist will be hosting a webinar for IT managers. The webinar features Katherine Lord, a seasoned practitioner and consultant in ITSM/ITIL implementation. In this interactive webinar, Katharine will explore how adopting a strategic improvement plan can boost IT productivity and efficiency.

Topic: A Phased Approach to Increasing IT Productivity and Efficiency
Date: Tuesday, January 25
Time: 11 AM PST/ 2 PM EST
Speaker: Katherine Lord, consultant, HDI

Register and learn more here.

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Vegas to Vancouver – 1000 Conversations

October 22, 2010

It is a busy week talking about remote support with many many people.

I began my travels by heading to Vegas on Monday for the Technology Services World annual fall conference. This was their largest event in the last few years (900 in attendance!) and the demos were constant. Support centers are evolving and learning to respond to our changing needs in this fast-paced social world. You can read all about it on John Ragsdale’s blog.

I’m now in Vancouver, BC, at the Simply Partnership conference were many Canadian’s are just learning about the benefits of using remote support in their business. It is incredibly rewarding to see their eyes light up when they realize how much more productive they can be by using GoToAssist.

Vancouver is a new place for me while I haven’t actually left the hotel in the daylight yet, I hope to explore for a few hours before I leave.

I’ll post pictures from the trip soon (someone else has the camera). You can also see them on our Facebook page so be sure to become a fan. Apparently we’ll be doing something funny with mustache’s at tonight’s party so make sure you check back in.

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