Archive for the ‘Webinars’ Category

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Webinar: Driving Customer Loyalty through Improved Service Performance

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.

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Posted in Webinars | 1 Comment »

Webinar – IT without Borders: Supporting beyond Corporate Walls

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.

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Posted in Training & Guides, Webinars | Leave a Comment »

Webinar: Strategies for an Efficient & Highly Effective Support Organization

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.

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Posted in Trends, Webinars | 1 Comment »

Webinar: The Perfect Agent, Tools & Tech for Coaching Support Teams

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.

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Posted in Trends, Webinars | 1 Comment »

Webinar: Windows 7 Migration Nirvana

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!

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Posted in Events, Trends, Webinars | 3 Comments »

Webinar: Impact of Remote-Service Delivery on the Professional Service Industry

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.

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Posted in Links / Resources, Webinars | 2 Comments »

Webinar: How to Elevate Your Support Center’s Value and Visibility

October 30, 2009

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

Register

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.

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Posted in Trends, Webinars | 1 Comment »

Webinar: 2010 Roadmap for Remotely Supporting a Mobile Workforce

October 16, 2009

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

Register

 

 

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

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Posted in Events, Trends, Webinars | Leave a Comment »

Webinar: Leveraging Surveys to Improve Customer Retention

October 5, 2009

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…

 Register

 

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.

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Posted in Remote Support Market, Training & Guides, Webinars | Leave a Comment »

Webinar: Strategies for Developing a Highly Collaborative Support Environment

September 14, 2009

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

Register

 

 

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

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Posted in Links / Resources, Product Info - Corporate, Remote Support Market, Training & Guides, Webinars | Leave a Comment »

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