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.

A profound development is underway in today’s business environment. Leading organizations are discovering how to boost the visibility of their support centers and cultivate the backing they need from the broader organization. The compelling payoff? Services that are more consistent and effective, delivering higher value to customers and the organization.

Join us for a live, interactive Webinar with guest speaker Brad Cleveland, senior advisor to International Customer Management Institute (ICMI). Cleveland will lay out the concrete steps you can and must take now to elevate your services and prepare for what’s coming.

Attend this interactive Webinar to learn:

• Trends in today’s business environment and what customers expect
• The three dimensions of value
• Key metrics: measuring progress and success in customer support
• The processes, technologies and team that can get you there

Date: November 5, 2009
Time: 11am Pacific, 12pm Mountain, 1pm Central, 2pm Eastern

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.

Today’s workforce is eager for flexibility and is embracing mobility. Firms across all industries are allowing, even encouraging, workers to telecommute and connect to headquarters from the road. With the workforce going mobile, IT faces the challenge of providing reliable, fast tech support while managing costs and productivity. Join us for a live, interactive Webinar with guest speaker Matt Healey, senior research analyst at IDC. Healey will share proven strategies for driving the delivery of reliable and cost-effective remote support for 2010 and beyond.

Register here.

Attend this interactive Webinar to learn:

• How advances in remote-support technology can optimize help desk support
• How to improve internal customer-satisfaction levels while lowering operating costs
• Ways to leverage remote-support technology to close IT tickets faster
• And more…

Date:   Thursday, October 22
Time:  11 AM PDT / 2 PM EDT

Speakers:
Matt Healey, IDC senior research analyst
Barry Dacus, Senior Product Line Manager, Citrix Online
Michael Krieger, Moderator

If you can’t make the live webinar, use the registration link above to watch the recorded webinar on-demand.

Join us for a live Webinar to hear John Ragsdale, VP at The SSPA, share strategies for using surveys to radically improve the customer experience, accurately measure session performance and fortify one of your most important revenue streams.

 Attend this interactive Webinar to learn:

• Best practices for developing an effective survey strategy
• How to use survey results to improve first-call resolution and customer satisfaction and loyalty
• How to leverage customizable surveys to identify new revenue streams
• And more…

Date: Thursday, October 8
Time: 11AM Pacific, 12pm Mountain, 1pm Central, 2pm Eastern

If you miss this webinar, you can see the recording on-demand by click the register link above.

This Tuesday, September 15 at 10am Pacific time, we are hosting a webinar with the SSPA on using collaboration as part of your remote support environment. Here are the details for from the webinar invite. If you aren’t able to join live, you can still register (before or after the webinar) and an archived webinar link will be sent to you.

Register Here

Web collaboration has emerged from the economic ashes of 2009 as a high-impact support technology with a compelling ROI. And it’s no surprise — the benefits of Web collaboration for technical support include improved service levels, reduced operational costs, effective team communication and enhanced customer experience.

Join us for a live Webinar with John Ragsdale, VP of the Service and Support Professionals Association (SSPA). Ragsdale will discuss the business and customer value of Web-collaboration tools and share case studies of organizations that are leveraging this technology to thrive in a tough economy.

During this 1-hour interactive Webinar, you’ll learn:

• The 9 functional modules of Web collaboration
• How business can use Web collaboration to deliver better customer support
• Which Web-collaboration modules deliver the fastest ROI
• And more…

Strategies for Developing a Hightly Collaborative Support Environment

Date: Tuesday, September 15, 2009
Time: 10am Pacific, 11am Mountain, 12pm Central, 1pm Eastern 
Speakers: John Ragsdale, VP of Research, The SSPA and Brenda Dentinger, Product Marketing Manager, Citrix Online

If you aren’t able to catch the live webinar, you can click the registration link above and view the archived webinar on-demand.

Get the most out of your usage of GoToAssist Express with our monthly training, scheduled for this week on Thursday at 10am Pacific time. Here is the link to sign up:

Thursday, August 20, 2009 at 10:00am Pacific Time / 1:00pm Eastern Time

We’ll be covering such topics as:

• View and control your customers’ computers online to quickly resolve technical issues
• Speed resolution with powerful support tools such as remote diagnostics, file transfer, and reboot/reconnect
• Increase your support capacity using multi-support and unattended support
  Plus much more

Join us for a live Webinar to hear John Hamilton, president of Service Strategies, discuss how
technical organizations are adopting industry performance standards and remote-collaboration
technologies to deliver world-class service.

You will hear firsthand how Ultimate Software uses Service Capability & Performance (SCP)
Standards as a foundation for achieving near-perfect customer satisfaction, increased
loyalty and recurring revenue streams using remote support technology.

Attend this Webinar to learn best practices for:

• Understanding and measuring service excellence
• Driving support efficiency and productivity
• Leveraging remote-support technologies

Date: August 20, 2009
Time:
  10:00am Pacific
  11:00am Mountain
  12:00pm Central
  1:00pm Eastern

Join us for an interactive Webinar on May 28 that will explore how innovative support teams are sharing expertise while in session to enable first-contact resolution, increase productivity and exceed customer expectations.

Go behind the scenes of GoToAssist Corporate to learn how your team can:

• Remotely collaborate in session to solve problems faster
• Increase knowledge transfer with in-session coaching
• Train new agents by shadowing sessions

Date:   Thursday, May 28
Time:  10:00  Pacific / 11:00 am Mountain / 12:00pm Central / 1:00pm Eastern

Click Here to Register

I recently participated in a webinar organized by SupportIndustry.com about how to improve communication skills in the first 30 seconds of a call, building confidence, then adding technology to ensure an exceptional support experience. My co-presenters were

• Roger Courville of the 1080 Group is also a popular blogger at thevirtualpresenter.com moderate.
• Rich Gallagher of Point of Contact Group was the main presenter. Rich is a well known and very well regarded expert on customer service and training. He has publised many books including Great Customer Connections and more recently, What to Say to a Porcupine which sounds really funny so I would recommend getting it for your support center team meetings.

In this webinar, Rich talks about many communication techniques and processes that you can employ in your support center to improve service and help your representatives deal with upset or even angry customers. To give you an example, Rich explains why you shouldn’t say “I’m sorry” when talking with customers (news to me) as “I’m sorry” has been said so much it doesn’t mean anything anymore. (Now, I’m so sorry to hear this and I wish I’m sorry still worked as sometimes I really am sorry – darn! You’ll have to play back the webinar to see what to say instead of I’m sorry.) Following Rich, I talk about how you can seamlessly integrate remote support technology your or your team to really focus on communication skills and solving the customer problems. It is the combination of both  — human skills and technology — that produces results for your call center.

You can view this webinar FREE, I’ve provided the link below:
The Power of 30 Seconds: Best Practices of Expeptional Support

There is a registration for this but don’t worry, you won’t get spammed to death so go ahead, enter your info and the enjoy webinar, it is a good one! Be sure to write back your comments and thoughts about the webinar. Would love to hear any tips you have for better customer support.