Remote Support by GoToAssist » Webinars

The SupportIndustry.com Leadership Webinars Series

Richard Kaplan — Fri, 07 Oct 2011 16:10:53 +0000

Rich Gallagher

How to Hire, Lead and Motivate Your All-Star Support Team

In this three-part webinar series, industry expert Rich Gallagher will discuss the key (and often unspoken) steps to successfully hiring, leading and motivating your team of support professionals. Rich presents a creative and highly effective process that will dramatically increase your odds of hiring the right person every time.

Rich will also show why support leaders succeed or fail in fast-paced customer contact environments and how you can harness the diverse personalities of your support team for better performance.

Attend this interactive webinar series to learn:
• How to screen, attract and retain top support talent
• How to lead your support teams
• Team building in a support center
Registering for one or all of the events is easy – see below for detailed information on each of these webinars.
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Webinar Part I: Hiring for Great Service: How to Screen, Attract and Retain Top Support Talent
Thursday, October 13, 2011 – 11 AM (PT) / 2 PM (ET)

How do you select top support professionals and avoid hiring mistakes – and, more important, how do you create a repeatable process that consistently chooses the best people?

Join SupportIndustry.com as we present a creative and highly effective process that will dramatically increase your odds of hiring the right person every time.

Attend this interactive webinar to learn:
• How to implement a team interview process
• Creative ways to assess problem-solving skills and attitude
• How to build your “brand” as an employer
• Keys to retention ‒ hiring well and hiring less

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Webinar Part II: Leading Support Teams: The Mechanics
Thursday, November 3, 2011 – 11 AM (PT) / 2 PM (ET)

If you lead a support team, your day-to-day practices as a leader are likely to have the single biggest impact on the morale, turnover and performance of your support team.

Join SupportIndustry.com as we share the many important and, at times, surprising ways that support leaders succeed or fail in fast-paced customer contact environments.

Attend this interactive webinar to learn:
• Good metrics, bad metrics – how to measure performance
• How to make your team part of a greater whole
• Training that works – creating an environment for collaboration & learning
• Benefits of leadership on the team level

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Webinar Part III: Your Cast of Characters: Team Building in a Support Center
Thursday, December 8, 2011 – 11 AM (PT) / 2 PM (ET)

Your support team is like a family – in every good and bad sense of the word! And understanding its “family” dynamics is often the hidden key to reducing conflict and improving performance.

Join SupportIndustry.com as we present how to understand the interpersonal forces that drive your support team and how to harness its diverse personalities for better performance.

Attend this interactive webinar to learn:
• How conflicts arise and how to short circuit them
• Front line/back line relationships
• How to speak everyone’s “language”
• Tips and traps for managing different personalities

2011 Trends in Collaborative Support: On-Demand Webinar

Richard Kaplan — Thu, 06 Oct 2011 00:21:45 +0000

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.

Webinar: Drive Customer Satisfaction Up and Costs Down

Richard Kaplan — Thu, 22 Sep 2011 20:07:48 +0000

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

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

Richard Kaplan — Fri, 02 Sep 2011 17:28:58 +0000

#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.

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

Richard Kaplan — Mon, 18 Apr 2011 22:01:04 +0000

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…

Webinar: Customer Support in a Mobile and Social Media World

Richard Kaplan — Thu, 24 Feb 2011 18:44:52 +0000

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.

Webinar: Effectively Growing Your Key Sales and Service Talent

Brenda Dentinger — Tue, 08 Jun 2010 17:34:04 +0000

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.

Webinar: Contact Center Innovation-What the Future Holds

Brenda Dentinger — Tue, 11 May 2010 05:21:17 +0000

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.

Webinar: Cloud Computing: The Evolution of the IT Help Desk

Brenda Dentinger — Thu, 22 Apr 2010 05:04:20 +0000

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.

Webinar: Unlocking the Potential of Professional Services and Support

Brenda Dentinger — Wed, 14 Apr 2010 16:57:20 +0000

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.