Current Webcast
26-Sep-03	"Actionable Intelligence for a Smarter Enterprise"   Organizations have massive amounts of information available to them about customers, markets, personnel, and products. But, data alone has little business value. Join us as we explore how to uncover opportunities buried within your customer interactions and transform them into relevant, manageable intelligence for more informed decision making … actionable intelligence.   [Lou Boudreau, Verint Systems]
05-Sep-03	"Complete Service Management: Beyond the Help Desk"   Today we look beyond the Help Desk and explore the evolution to complete service management. Join us as we discuss the trends, challenges, and strategies to maximizing your investment in service management. In addition, we will spend time discussing a real life example of a company that has made the move.   [Kelly Blice, FrontRange Solutions]
29-Aug-03	"The eLearning-Quality Monitoring Connection"   eLearning can provide the final step in the call center agent performance optimization process. Once agent skills and contact center performance gaps have been identified, managers are challenged to enhance agent skills or face repeating the same errors, causing customer attrition and revenue decline. By integrating eLearning with QM, contact centers can provide coaching solutions that deliver continuous improvement rather than a basic training solution.  [Matt Storm, e-Talk]
22-Aug-03	"Enterprise Performance Management and The Contact Center"   Performance management (PM) should go through the contact center to the enterprise. Stopping at the individual sells the value of contact center data short and robs organizations of the value information needed for peak output and competitive advantage. Learn how to extend best practices in PM to the entire enterprise.   [Tony Hayward, AIM Technology]
15-Aug-03	"Opportunity Knocks: Creating & Capturing Sales and Marketing Opportunities"   Want to know how to manage customer and sales information by streamlining sales processes and executing high value marketing campaigns? Listen to a case study on the benefits of an integrated CRM strategy and learn how GoldMine has helped thousands of organizations.  [Eric Vaughn, FrontRange Solutions]
18-Jul-03	"Speech Self Service Goes Mainstream"   Implementing speech self-service in your contact center but aren't sure how to make it happen? Stymied by technical questions and implementation costs? Telephone interaction continues to be the dominant channel of customer communication so listen how to provide world-class speech self service and increase customer satisfaction while reducing costs compared to live agents and/or touchtone automation.   [Terry Saeger, Convergys]
11-Jul-03	"Getting Ahead with CRM Web Services"   Last generation CRM technologies were not designed to easily integrate with other systems and many organizations discovered the real promise of CRM was locked behind arduous and costly integration tasks. Today, Greg Horton will be talking about how new generation architectures based on web services allow organizations to more easily unlock competitive advantage by allowing systems to work together.   [Greg Horton, The Clientele Group of Epicor]
27-Jun-03	"Unlocking the Secrets of Managed CRM Services "   Managing complex customer interactions while integrating business applications and networking infrastructures is a challenge for enterprises of all sizes. Learn how you can obtain financial efficiencies, improve operational effectiveness, and deliver new customer focused capabilities by utilizing managed services with an optimized infrastructure that reduces costs and enables high business process availability.  [David Strack, AT&T]
20-Jun-03	"The Evolution of One-to-One"   This week marks the tenth anniversary of "The One to One Future" and Peppers and Rogers predictions regarding One-to-One Marketing. In this special broadcast, Don Peppers and Martha Rogers, Ph.D. share their perspective on the last ten years, the evolution of one-to-one and what we can expect in the future.   [Don Peppers, PRG]
13-Jun-03	"How The FTC's New Addendums to the Telemarketing Sales Rule Affects Inbound Contact Centers"   The FTC has recently added very specific rules to the Telemarketing Sales Rule act. These amendments affect both inbound as well as outbound customer sales transactions through the contact center. With more contact centers focused on revenue generation and implementing up sell and cross sell initiatives it is important to understand what the Rule is and how it affects your organization.  [Oscar Alban, Witness]
23-May-03	"Rapid ROI: Increasing Web Acquisition, Conversion, and Retention with Predictive Web Analytics"   Today, top companies are using the power of predictive Web analytics to gain meaningful, business-focused information from their Web data. In this Webcast, learn how companies are employing predictive Web analytics to automatically discover visitor segments, detect optimal path sequences, understand product affinities and predict likelihood to respond, convert, or churn.  [Guy Creese, Aberdeen Group ]
14-Mar-03	"Customer-Centric Technologies: Where's the ROI?"   CIOs and CFOs have different views of CRM and customer-centric technologies. Listen to the results of this groundbreaking study that will give you the insight on how to justify, prioritize and manage your investments in customer-centric technologies. An executive summary of the study is available at the conclusion of the webcast.   [Bill McNee, Saugatuck Technology]
28-Feb-03	"Actionable Customer Intelligence"   Data is not intelligence. Intelligence is not action. Many enterprises find it difficult to quickly transform their raw data into meaningful business intelligence (BI) to support the needs of the "real-time" enterprise driven by demanding customers. Learn how actionable customer intelligence can help you gain competitive advantage through risk management, rapid deployment and lower cost of ownership.  [Nelle Schantz, SAS Institute]
14-Feb-03	"Making CRM Work: Beyond the Myths to CRM Value"   It’s easy to look at the wreckage of CRM implementations and decide to “wait til next year." But customer satisfaction rates are still falling, retention is an afterthought, and customer value is a buzzword. Companies must re-orient CRM initiatives around a concrete business focus and pragmatic implementation philosophy. Learn how CRM can be successful today with the right plan and executive support.   [Erin Kinikin, Giga Information Group]
07-Feb-03	"Creating a Virtual Contact Center"   A virtual contact centers is a network of distributed agents and multiple contact centers, integrated through common interaction routing, management, reporting and other enterprise applications. Learn how you can leverage IP networking and distributed software, to provide better service with cost savings from labor-saving and better skill usage.  [Lawrence Byrd, Avaya]
17-Jan-03	"CRM in 2003: Light at the End of the Tunnel"   A protracted economic downturn and a willingness to learn from past mistakes have laid the foundation for a brighter 2003 for customer relationship management. Gartner explores how CRM competes against other IT projects in a tight economy and what is hot and what is not in 2003  [Scott Nelson, Gartner]
10-Jan-03	"Maximizing Productivity with Wireless CRM"   Supporting a global sales force isn't easy. Immediate access to information in the field, synchronization with headquarters and access to real time information are tough enough but the addition of wireless devices complicates issues even more. Listen to Saleforce.com's Cary Fulbright discuss winning strategies for wireless CRM for sales force automation and field service.   [Cary Fulbright, Salesforce.com]
03-Jan-03	"Pragmatic CRM 2003: Managing Your CRM Portfolio Without Breaking the Bank "   Have you've been forced "underground" where you're considering implementing tactical, stovepiped solutions without the "overhead" of business planning? Will 2003 bring some relief to the ROI conundrum? Will application software get less expensive? What about integration? Join us for this "no holds barred" discussion as we predict what the state of the CRM union will look like for 2003.   [Liz Roche, META Group]
27-Dec-02	"1to1 Innovation in Action"   Starting with an enterprise strategic plan, Telesp Celular - Brazil's leading cell phone operator - engaged in a multi-year effort to change their focus from products to customers. Their Investments in technology and organizational change contributed to reduced subscriber acquisition costs, higher profitability, stronger retention, and a 1to1 Innovator award. Listen to how they accomplished this.   [Gonçalo Ferreira, Telesp Celular ]
13-Dec-02	"CRM and the Integration Challenge"   According to Gartner Group, an average of 35% of the IT budget for new projects is spent on integration. Why is integration so difficult and what strategies should you embrace to lower the cost and risk of CRM integration? Listen to PeopleSoft's Andrew Leigh describe what technologies and strategies will make integration easier.  [Andrew Leigh, PeopleSoft]
06-Dec-02	"Successful CRM for Mid-Market Business"   Although mid-market businesses don't have the luxury of big budgets and long implementation times afforded larger companies, they do have many of the same integration, customization and data management issues. Learn how leading mid-market businesses can manage risk when implementing CRM.  [Joel Reed, J. D. Edwards]
29-Nov-02	"Help Desks: Doing More with Less"   In these uncertain economic times, help desks are expected to provide more services, more solutions, take more calls, close more tickets...and accomplish this with less staff, less budget and less resources. Join Saúl Manzanet, Help Desk Manager for Robert W. Baird & Co., as he provides real strategies on how to boost productivity in the help desk, such as effective and realistic Service Level Agreements.   [Saúl Manzanet, Robert W. Baird & Co. ]
22-Nov-02	"Architecturing the Contact Center of Tomorrow, Today"   At the heart of contact centers is the objective to deliver a consistently differentiated, and personalized, customer experience, regardless of the interaction channel chosen by the customer. Integration costs often are the number one cost in implementing CRM and can be a primary driver defining success or failure. Learn how to unleash the potential of a solid architectural infrastructure from Accenture and SUN best practices.   [David Shapiro, Accenture]
15-Nov-02	"Knowledge Automation: Delivering on the Promise"   Knowledge Automation is a next generation solution designed to provide easy creation, approval and publication of knowledge to meet the rapid response times required by today’s support centers. Learn how to "get the right information to the right person at the right time" by taking a whole new approach to automating common knowledge management processes and combining sophisticated personalization technologies.  [Gary Zilk, SupportSoft]
08-Nov-02	"Anytime, Anywhere CRM for the Contact Center"   Are you looking for the best place to make strategic investments in CRM? Learn what why this blue ribbon panel of CRM experts from Garter, Genesys and Sun believe the Contact Center is ripe for quick ROI. They will share the results of breakthrough market analysis and well as real life examples and make available free tools so you can analyze the kind of ROI you will see from your Contact Center investments.  [Esteban Kolsky, Gartner Group]
01-Nov-02	"How to Run Enterprise Support Like a Business"   Hear first hand why effective use of knowledge management is a prerequisite for effective enterprise-wide support. Learn how companies like Concord Communications and Fujitsu Group use knowledge management to control costs and increase efficiency across their organizations by transforming their support centers into business driven knowledge centers. And, why software applications alone won't get you there.  [David Ridout, Primus Knowledge Solutions]
25-Oct-02	"The Multi-Channel Advantage"   Multiple channels are a means to enhance enterprise sales, profitability and customer retention. Join Tim Furey, author of best-selling book, "The Channel Advantage" and Helen Fanucci of Sun as they provide you with information and ammunition you need to face critical contact center and web self-service issues and opportunities.   [Helen Fanucci, Sun Microsystems]
18-Oct-02	"CRM in Pharma"   Charged with building positive corporate reputations that suggest an appropriate balance between humanity and profitability, pharmaceutical companies are forcing a change in business strategy. A good dose of one-to-one strategy could be just what the doctor ordered, i.e. strengthening the understanding and application of customer value drivers will create competitive advantage .   [Brian Roberts, Peppers and Rogers]
11-Oct-02	"Analytics vs. Reporting: How to supercharge your contact center"   Understanding the multiple factors that affect performance and revenue are key to getting the real picture of what's happening in the contact center. In the past, companies have relied on out-of-date reports to determine contact center efficiency. Learn how today's contact centers are becoming more effective and a strategic part of the company through interactive analysis.   [Tony Hayward, AIM]