Archive for the ‘Webinars’ Category
June 8, 2010
Want to gain and retain more customers? Want motivated team members who actually see the big picture? The quality of your Professional Services team correlates directly to winning new accounts and keeping the ones you already have.
Join us for an interactive Webinar with Rebecca Morgan, best-selling author and creator of innovative solutions for workplace effectiveness. Rebecca will explore how to nurture your team’s customer contact skills to retain customers and provide service excellence.
Attend this interactive Webinar to learn:
- Why your best employees may be ready to leave, along with your best customers
- How you can develop your people — even with little or no budget
- Strategies for achieving the highest ROI from any development effort
- And more…
Date: June 10, 2010
Time: 11am Pacific, 12pm Mountain, 1pm Central, 2pm Eastern
Note: If you can’t attend the live webinar, you can still sign up to view the recorded version on demand. Just click the regisration button above.
This webinar is sponsored by GoToAssist, the leader in remote support software.
Tags:professional services, rebecca morgan, webinar
Posted in Webinars | Leave a Comment »
May 10, 2010
Running an effective, profitable customer-support operation is like spinning a stack of plates. One plate is speed of delivery, another one is quality of support and yet another is cost of operations. Each plate is critical to the success of the organization. And a strong metrics program is what keeps all the plates in perfect balance.
Join us for an interactive Webinar with John Ragsdale of TSIA to learn which qualitative, quantitative and cost metrics to include in a dashboard for customer service or technical support, as well as find out industry averages for key services metrics. Ragsdale will demonstrate how companies are leveraging innovative remote support platforms to create and automate effective dashboards.
Attend this interactive Webinar to learn:
- Strategies for measuring success and improving service quality
- Key metrics for 2010
- How to predict problems before margins are impacted
- And more…
Date: May 13, 2010
Time: 11am Pacific, 12pm Mountain, 1pm Central, 2pm Eastern
Note: If you can’t attend the live webinar, you can still sign up to view the recorded version on demand. Just click the regisration button above.
Posted in Trends, Webinars | Leave a Comment »
April 21, 2010
IT help desks are adopting a mix of innovative, new technologies, such as Software as a Service, virtualization and even strategic outsourcing. And while these new technologies align the IT help desk with business objectives, they also introduce novel internal support challenges.
Join us for an interactive Webinar with Elaina Stergiades, IDC senior research analyst, to discover how IT organizations can better meet the needs of their internal customers.
Attend this live Webinar to learn:
- The major challenges facing IT departments in 2010
- How IT staff can better meet the needs of internal customers
- Best practices for delivering internal support
- And more…
Date: April 22, 2010
Time: 11am Pacific, 12pm Mountain, 1pm Central, 2pm Eastern
Note: If you can’t attend the live webinar, you can still sign up to view the recorded version on demand. Just click the regisration button above.
Posted in Webinars | Leave a Comment »
April 14, 2010
Locked inside your professional services and support organization is your company’s greatest untapped potential for generating revenue. But what’s the key to creating a strategic advantage in support and service?
Join us for an interactive Webinar with Roger Courville, communications expert and author of The Virtual Presenter’s Handbook, to discover how to turn remote support and service into a powerful competitive differentiator and strategic source of revenue.
Attend this Webinar to learn:
- How to increase billable utilization of service and support staff
- Reducing customer effort through first-contact resolution
- Defining a process to improve availability and utilization for PS and support
- And more…
Date: April 15, 2010
Time: 11am Pacific, 12pm Mountain, 1pm Central, 2pm Eastern
Note: If you can’t attend the live webinar, you can still sign up to view the recorded version on demand. Just click the regisration button above.
Tags:professional services, roger courville, support
Posted in Webinars | 1 Comment »
February 17, 2010
Customer satisfaction and loyalty are two highly desirable results in a support environment. But which performance factors deliver both?
Join us for an interactive Webinar to hear Dave Brown, president of Support Center University and author of Optimizing Support Center Staffing, explore the difference between customer satisfaction and customer loyalty and explain why both are critical for success.
Attend this interactive remote support Webinar to learn:
- Which industry best practice is a must-have for your performance program
- How support performance translates into customer loyalty
- Key tactics that will ensure both customer satisfaction and loyalty
- And more…
Date: February 18, 2010
Time: 11am Pacific, 12pm Mountain, 1pm Central, 2pm Eastern
Note: If you can’t attend the live webinar, you can still sign up to view the recorded version on demand. Just click the regisration button above.
Tags:CSAT, customer satisfaction, dave brown, support center university
Posted in Webinars | 1 Comment »
January 26, 2010
These are transformative times for the workplace. Worker mobility is on the rise. And whether mobility is offered as an employee benefit or required during unexpected workplace disruptions, the IT help desk must effectively support employees — regardless of location.
Join us for an interactive Webinar to hear Sean Ryan, IDC research analyst, explore today’s workplace terrain and detail why organizations need to extend IT support beyond the four walls of the corporate office.
Attend this interactive Webinar to learn:
- Why today’s business culture is creating an increasingly mobile workforce and what that means for the IT help desk
- Key challenges presented by employee mobility and platform variety
- How to select the right tool to effectively provide remote support, while reducing costs, optimizing efficiency and leveraging expertise
- And more…
Date: January 28, 2010
Time: 11am Pacific, 12pm Mountain, 1pm Central, 2pm Eastern
Note: If you can’t attend the live webinar, you can still sign up to view the recorded version on demand. Just click the regisration button above.
Tags:IT support, mobile workers, remote workers
Posted in Training & Guides, Webinars | Leave a Comment »
January 12, 2010
In today’s challenging economy, everything hinges on the customer. And that’s why support organizations must make the customer experience a strategic focus.
Join us for an interactive Webinar to hear Peter McGarahan, president of McGarahan & Associates and industry thought leader, share best practices and proven strategies for improving first-contact resolution and customer satisfaction by optimizing existing resources.
Attend this Webinar to learn:
- How to integrate processes, tools and professionals with customer touch points
- What is the Total Contact Ownership approach and why you should adopt it
- Best practices for operating an impressively efficient, effective support organization that exceeds customer expectations
- And more…
Date: January 14, 2010
Time: 11am Pacific, 12pm Mountain, 1pm Central, 2pm Eastern
Note: If you can’t attend the live webinar, you can still sign up to view the recorded version on demand. Just click the regisration button above.
Tags:best practices, customer satisfaction, fcr, peter mcgarahan, support, webinar
Posted in Trends, Webinars | 1 Comment »
December 9, 2009
Join us for an interactive Webinar to hear communications skills expert and former support manager Rich Gallagher share his secrets to getting the best out of today’s distributed support team.
Attend this live Webinar to learn:
- The psychology of the typical agent
- Strength-based coaching techniques that create real performance change
- Managing performance problems from near and far
- How technology can boost remote-support performance
- Making your agents part of the team
Date: December 10, 2009
Time: 11am Pacific, 12pm Mountain, 1pm Central, 2pm Eastern
Note: If you can’t attend the live webinar, you can still sign up to view the recorded version on demand. Just click the regisration button above.
Tags:agent skills, coaching, support center
Posted in Trends, Webinars | 1 Comment »
December 3, 2009
Join us for “Windows 7 Migration Nirvana,” a virtual roundtable hosted via GoToWebinar and Twitter. We will discuss the issues small businesses encounter as they migrate to and support Windows 7, and share tips and tricks from experts on the new platform.
This free live Webinar will feature:
Register here to attend this live Webinar and Twitter Town Hall.
Date: Wednesday, December 9
Time: 11:00 AM PST/2:00 PM EST
Twitter @GoToAssist. hashtag: #Win7assist
We will be giving away free prizes in the live event so don’t miss this one!
Tags:win7, Windows 7, windows 7 migration
Posted in Events, Trends, Webinars | 3 Comments »
November 17, 2009
Join us for an interactive Webinar to hear Jeanne Urich from Service Performance Insight discuss the game-changing impact of remote-service delivery on the PS industry. She’ll explore the compelling benefits of remote service and provide best practices for making your PS organization a best-in-class global contender.
We will also be joined by Eric Frank, president and co-founder of NexTec Group. Frank will share with us how GoToAssist® Corporate™ has helped his company provide high-touch services remotely.
Join this live Webinar to learn:
- Leading industry drivers and trends of remote-service delivery
- How tools like GoToAssist Corporate raise the bar on remote-service delivery
- How NexTec Group uses GoToAssist to significantly increase consulting capacity while slashing costs
Date: November 19, 2009
Time: 11am Pacific, 12pm Mountain, 1pm Central, 2pm Eastern
Note: If you can’t attend the live webinar, you can still sign up to view the recorded version on demand. Just click the regisration button above.
Tags:remote support, webinar, remote service delivery, jeanne urich, eric frank
Posted in Links / Resources, Webinars | 2 Comments »
