Web Events

destinationCRM.com — Web Events

FREE live Web events produced by destinationCRM.com and CRM magazine.

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Upcoming Web Events — Register Today!


			Coming December 11, 2013 Social Media Goes Beyond the Contact Center Join KANA, Aspect, Oracle, and LiveOps in this FREE Webinar to learn how to understand the context of social chatter and customer intent across all channels, empower service agents to resolve issues faster and increase customer satisfaction with a socially-enabled contact center, learn how to use social media to get ahead of service issues, and build an end-to-end strategy with actionable plans, encompassing sales, marketing, and customer service. Sponsored by: KANA, Aspect, Oracle, and LiveOps This is a FREE E-Broadcast event! Register Today! or Click Here for more information.


			Coming December 18, 2013 TRANSFORMING THE CUSTOMER EXPERIENCE THROUGH SOCIAL COMMUNITIES Join Elizabeth Herrell -- VP and Principal Analyst at Constellation Research, Inc. -- for an in depth discussion on how market innovators, across various industries, redefined customer experiences and achieved ROI success through their online social communities. This Webinar will also offer guidance on how to identify the business value for creating social communities for external and internal users, and provide recommendations to help managers quantify social community benefits. Sponsored by: Jive This is a FREE E-Broadcast event! Register Today! or Click Here for more information.

For information on sponsoring a CRM magazine/CRM Media Web Event, please click here to download our sponsorship packet (PDF format) or contact DawnEl Harris (dawnel@destinationcrm.com).

Archived Web Events


			Truth, Lies and Mobile Advertising During this webinar, we'll peel back the layers of confusion surrounding the four most common industry myths, to uncover what's keeping companies from fully committing to mobile CRM advertising and embracing it in ways they commit to other media channels; cut through assumptions, claims and "absolutes" about various audience targeting approaches and integrated CRM campaign strategies; learn to measure what matters most and why currently accepted metrics fall short; and discover the truth about what's really working and where you should focus your attention now. Sponsored by: 4INFO Original Broadcast Date: Nov. 20, 2013


			What Customers Really Expect from Interactions Join KANA, LiveOps, Verint, and AVOKE Analytics in this FREE Webinar and learn how to understand what's driving higher customer expectations, evolve to true omni-channel customer service, listen to your customers' complete experiences, analyze calls and identify areas of high customer effort, reduce churn and help circumvent customer issues before they happen, track the customer journey to prioritize and resolve the most pressing problems, improve agent productivity with the best CRM and CEM tools, and leverage social channel integration in the contact center to elevate the customer experience. Sponsored by: KANA, LiveOps, Verint, and AVOKE Analytics Original Broadcast Date: Nov. 13, 2013


			Better Together: CRM + Five9 Your contact center is the front line for delivering an excellent customer experience, but how can you improve performance and win the battle to deliver powerful customer connections? Learn how to invest wisely in customer experience in this live webinar featuring CRM expert Denis Pombriant of Beagle Research, and presented by Five9. Sponsored by: Five9 Original Broadcast Date: Nov. 06, 2013


			4 Strategies to Improve Your Omni-channel Support Join KANA, Voxeo, an Aspect company, LiveOps, and IntelliResponse for this FREE Webinar to learn how to provide instant answers to customer questions across all channels, leverage social channel integration to deliver more personalized customer service, utilize the cloud to meet the needs of today's omni-channel customer, and ensure a consistent customer experience across channels. Sponsored by: KANA, Voxeo, an Aspect company, LiveOps, and IntelliResponse Original Broadcast Date: Oct. 16, 2013


			Want Better Support? Fix Your Broken Knowledge Problems Context-aware technologies are enabling companies to capitalize on their collective knowledge -- across systems, the Web, and social media -- to become more relevant and responsive to their customers. Regardless of what CRM system you're currently using, register for this webinar today to learn about ways to provide more competitive and differentiated service and support with your existing knowledge infrastructure. Sponsored by: KANA and Coveo Original Broadcast Date: Sep. 25, 2013


			The Contact Center Transformation Is Happening; Are You Investing Wisely? Join Melissa O'Brien, Research Analyst, WW Contact Center Services at IDC and Vince Pham, Director of Product Management at Salesforce.com as they explore the key factors in transforming the contact center to meet today's challenges, and prepare for tomorrow's opportunities. George Matar, Senior Director of Product Marketing, LiveOps will also join to discuss how this transformation is being enabled by the contact center in the cloud. Sponsored by: LiveOps Original Broadcast Date: Sep. 18, 2013


			Meet Customer Information Demands With Virtual Agents In this one-hour broadcast, you'll learn how to deflect customer service issues away from higher cost channels; improve customer satisfaction and drive new revenue; deliver conversational interfaces that make self-service easy for consumers anytime, anywhere; allow consumers to interact with systems in a more natural and "human" way; have technology adapt to the needs of consumers instead of the other way around; and create, approve, publish, and manage content across channels. Sponsored by: Nuance, Creative Virtual, and IntelliResponse Original Broadcast Date: Sep. 11, 2013


			Sell More Anytime, Anywhere on Any Device The dirty little secret of CRM systems in a mobile world is that, more often than not, salespeople don't like to use them. So how can your company drive mobile CRM use that actually helps reps sell more? In this webinar, you'll learn what makes mobile reps hate CRM, and what do about it; three simple strategies to make your CRM more valuable to reps - on any device; and how novel interaction methods help reps spend less time managing data and more time selling. Sponsored by: Oracle Original Broadcast Date: Aug. 28, 2013


			7 Signs You Need Advanced Analytics for Salesforce.com (or any CRM) and Why They Matter Discover seven indications that you need advanced analytics for your CRM application and why they matter. Learn about common CRM data analysis pain points and how advanced CRM analytics can solve them. Gain insights into why businesses invest in CRM analytics and the benefits such investments offer. Sponsored by: Birst Original Broadcast Date: Aug. 21, 2013


			Accelerate Your Salesforce.com Investment One of the advantages of selecting Salesforce.com over other CRM systems is the ability to gain additional value from its vast network of solutions partners. Watch this webinar to see how progressive organizations are making the most of their Salesforce.com investments in their sales, marketing, and customer service departments. Sponsored by: Genesys, TOA Technologies, DocuSign, and Act-On Original Broadcast Date: Aug. 14, 2013


			So, what kind of customer experience are you providing? Join us for an informative webinar to learn the key concepts of customer experience management, including how to evaluate customer experience options, what design thinking is and how does it apply to customer experiences, how you can leverage technology to support the customer experience, and what improvement model allows you to adjust your customer experiences as the customers' expectations change. Sponsored by: Baker Tilly Original Broadcast Date: Aug. 07, 2013


			Master Proactive Outbound IVR Engagements Join this Webinar and learn how to reduce costs by preempting predictable or repeatable interactions; proactively engage customers at key moments of truth to win loyalty; send event-triggered, personalized, outbound communications; preserve live agents where their skills and expertise are required; leverage outbound IVR as part of a multichannel strategy; and incorporate social media and interactive, conversational SMS into your proactive outbound communications. Sponsored by: VoltDelta, Aspect, and Voxeo Original Broadcast Date: Jul. 31, 2013


			Engage or Perish: Hot Trends and Innovations in Consumer Engagement What are the megatrends and innovations in engaging today's consumer across technology, people, and processes? How can you do it with speed, quality, and scale? And what are the market leaders doing to orchestrate smart, connected, and delightful journeys across ever-changing touchpoints? Register for a CRM magazine webinar, sponsored by eGain, and hear from industry experts, Paul Greenberg and Kurt VanDynHoven to learn more! Sponsored by: eGain Original Broadcast Date: Jul. 24, 2013


			Moving from Basic Automation to Marketing Sophistication Saavy marketing leaders realize that building a team of talented marketing operations people is critical to deliver powerful results. These leaders know the value of staff skilled at building effective lifecycle campaigns that connect with prospects and customers at the right time, in the right way, ultimately driving revenue. Above all, these strong marketing stakeholders have the operational leadership skills to help their organizations reach new levels of marketing maturity. Attend this webinar to learn how to become a stronger marketing leader by developing your marketing ops skills. Sponsored by: Harte-Hanks and Pardot, An ExactTarget® Company Original Broadcast Date: Jul. 10, 2013


			Address the Customer Experience Imperative Join Voxeo and Nuance in this Webinar and learn why companies are focusing on the caller experience and competitive differentiation benefits delivered by a hosted IVR, rather than just bottom line savings; practical guidelines for determining the right deployment model and calculate short- and long-term TCO; how to discover deployment options that could cut costs, improve reliability, and ensure you never miss calls due to a shortage of ports; why speech technology is well-suited for a shared, on-demand delivery; and how speech recognition technology delivers more accurate, intuitive, and human-like interactions across IVR and mobile channels. Sponsored by: Voxeo and Nuance Original Broadcast Date: Jun. 26, 2013


			Implementing a Virtual Agent: RFP, Pilot, Implementation & Results Virtual agents are becoming the go-to self-service solution for enterprises who recognize the need to create a seamless multichannel customer experience. Virtual agents not only improve customer satisfaction, but they also reduce support costs by deflecting calls, live chats and emails to your call center. Join Creative Virtual USA CEO, Richard Simons and Paulo Barrett, Manager of Implementation Services for a healthy discussion on using virtual agents to create a seamless and engaging customer experience. Sponsored by: Creative Virtual Original Broadcast Date: Jun. 12, 2013


			Happy Agents Happy Customers: A Strong Case for an Integrated Multichannel Desktop Join Richard Snow, VP & Research Director from Ventana Research and Siobhan Payet, UK Director, LiveOps, as they present several compelling findings from Richard's recent Agent Desktop research that support the notion that empowering your agents with an integrated multichannel desktop including voice, email, chat, SMS, FB and Twitter will improve the customer experience and the business bottom line. Sponsored by: LiveOps Original Broadcast Date: Jun. 11, 2013


			Email marketing: How to stand out from the crowd with relevance, context, and ever-fresh content Join us to learn how to increase your email click-through rates by as much as 50%, take email personalization to the next level, deliver more relevant offers to your customers so they keep coming back for more, and grow your revenue. Sponsored by: Infor Original Broadcast Date: Jun. 05, 2013


			How VoC Tools Can Improve Customer Experiences Join KANA, AVOKE Analytics, IntelliResponse and ForeSee in this webinar and learn how to understand a customer conversation and spot problems and opportunities early; leverage multichannel and multi-device experiences to positively affect the overall customer experience; queue insights and issues to agents, managers, and systems for appropriate and timely responses; and quantify customer experiences to understand and predict future success. Sponsored by: KANA, AVOKE Analytics, IntelliResponse and ForeSee Original Broadcast Date: May. 29, 2013


			How to Create Recurring Revenue Businesses and consumers are changing the way they purchase, favoring predictable, subscription-based payment plans over large upfront investments. Accommodate more customers by turning your traditional payment process into a more customer-friendly payment plan. Sponsored by: Aria Systems Original Broadcast Date: Apr. 24, 2013


			How to Catapult CRM's Value Join KANA, ServiceMax, Salesforce.com, and SalesNOW in this FREE webinar to learn how to acquire customers faster to boost revenue, cost-effectively connect with your customers across all service channels, make smarter business decisions with a complete view of your business, extend the value of your mobile, social, and cloud-based system to field service professionals, delight your customers with an end-to-end CRM solution, and reduce the cost to serve customers. Sponsored by: KANA, ServiceMax, Salesforce.com, and SalesNOW Original Broadcast Date: Apr. 17, 2013


			How to Build a Multichannel Support Environment Join Voxeo, LiveOps, Angel and Nuance in this Free Webinar and learn how to use mobile as a killer device to improve the customer experience and lower contact center costs; increase self-service through mobile, voice, SMS, Chat, and Social to better serve your customers; take advantage of Intelligent Virtual Assistants to deliver fast, engaging, and consistent self-service options via multiple touch points - IVR, Mobile and the Web; and much more. Sponsored by: Voxeo, LiveOps, Angel and Nuance Original Broadcast Date: Apr. 10, 2013


			4 Intelligent Contact Center Strategies Join VoltDelta, KANA, Angel, and IntelliResponse in this FREE Webinar and learn how to identify consumer expectations and technologies that are changing customer service, encourage use and reuse of the voice self service channel, proactively engage customers at their key moments of truth, provide cross-channel consistency by using customer context and guided processes, increase customer satisfaction using real-time business intelligence data, use analytics to detect application issues and make iterative changes, utilize self-service and SIRI to change customer service, and prepare for the contact center of the future. Sponsored by: VoltDelta, KANA, Angel, and IntelliResponse Original Broadcast Date: Mar. 27, 2013


			Deliver the Optimal Customer Experience at Less Cost with an Integrated Multichannel Desktop in the Cloud Join Omer Minkara, noted Customer Experience and Service Management Research Analyst with the Aberdeen Research Group, and Kieron Lawson is Chief Technology Officer, Cloud Applications at LiveOps, as they present several unique findings from recent research which support the notion that a better agent experience equals a better customer experience. Sponsored by: LiveOps Original Broadcast Date: Mar. 20, 2013


			8 Tips and Tools to Manage Data Privacy and Increase Your Marketing ROI Join experts from TRUSTe to learn about 8 insightful tips and tools to help you manage data privacy and increase your marketing ROI in 2013. Topics covered will include implications of DNT, US vs. EU considerations, mobile web and app considerations, marketing to kids, managing trackers on your site, privacy-safe behavioral advertising, how privacy impacts consumer trust, and more! Sponsored by: TRUSTe Original Broadcast Date: Mar. 07, 2013


			Look Forward with Predictive Sales Analytics: Unlock Greater Value from Sales Force Automation with Advanced Sales Analytics Join CRM Magazine and Birst and learn how to untap the wealth of information contained in Salesforce.com, Siebel, Microsoft Dynamics, Netsuite, SAP and other SFA applications to analyze and predict what will happen in your environment based on what already has. Discover the latest new capabilities of sales analytics representing the next generation of analytical applications that are in-context and forward looking. Sponsored by: Birst Original Broadcast Date: Mar. 06, 2013


			Make the Most of Your Customer Data Join Infor, Calabrio, and Alteryx in this FREE Webinar and learn how to obtain data across disparate internal and external sources to generate a single view of the customer, leverage data across the organization to make better business decisions, turn contact center conversations into data, share telephone interactions to support strategic business initiatives, and empower business, customer, and marketing analysts to drive desirable outcomes for the organization. Sponsored by: Infor, Calabrio and Alteryx Original Broadcast Date: Feb. 27, 2013


			CRM Optimization: Putting the "Customer" back in CRM Is your CRM strategy outdated? Ask your executives - do they truly understand what modern CRM is and what it could mean to their firm? If the answer isn’t holistic and customer-centric, then your CRM is likely not providing the value to the organization that it should be. If typical, your CRM implementation has been part opportunistic and part strategic. Many early CRM solutions were bought by small groups of sales people to solve immediate contact and sales force automation needs. These implementations may have missed the value a CRM solution should deliver; the ability to truly understand the 'customer.' Sponsored by: Baker Tilly Original Broadcast Date: Feb. 20, 2013


			New Research: How Companies are Approaching Data Quality Experian QAS recently surveyed over 800 global professionals to find out how organizations measure, maintain and improve contact data quality and what motivates them to clean information. Attend this webinar to hear the results of the December 2012 research study, interesting trends across different global markets and vertical industries, and tips for improving contact data within your organization. Sponsored by: Experian QAS Original Broadcast Date: Feb. 06, 2013


			Self-Service Solutions That Delight Customers and Reduce Costs Join us on this Roundtable Web event and learn how to empower your customers with self-service options that exceed their expectations and reduce your costs, regardless of the channel: Voice, Web, mobile, or social media. Our panel of experts from Oracle, Voxeo, IntelliResponse and AVOKE Analytics will present concise recommendations to help you implement self-service solutions that delight your customers with efficient and cost effective solutions, which will save you money. Sponsored by: Oracle, Voxeo, IntelliResponse and AVOKE Analytics Original Broadcast Date: Jan. 30, 2013


			4 Social Media Support Strategies Join Parature, Verint Systems, KANA, and Oracle in this FREE Webinar and learn how to enable collaboration across the enterprise to provide service and support in social media; enhance loyalty, drive voice of the customer listening, and reduce costs; intelligently identify, route, and engage directly with your customers through social media; and integrate social media into contact center workflows to solve customer issues, protect your brand, and improve satisfaction. Sponsored by: Parature, Verint Systems, KANA, and Oracle Original Broadcast Date: Dec. 12, 2012

For information on sponsoring a CRM magazine/CRM Media Web Event, please click here to download our sponsorship packet (PDF format) or contact DawnEl Harris (dawnel@destinationcrm.com).