Webinars

Stop Alienating Your Customers: Lessons on a Winning Experience from CMIQ Research

Join CMIQ and a panel of customer experience professionals as they share insights that will help your organization start increasing the duration and value of the customer life cycle while decreasing costs. You will leave this webinar panel discussion with tactical and strategic ideas for:

• Easy Customer Experience Wins
• Incorporating the customer into your Customer Experience
• Delivering a consistent Customer Experience in the multi-channel environment (including getting a handle on social media)

Ian Zafra, SPi Global Vice President, Account Management, will represent the voice of the BPO Contact Center provider in this 60-minute session.

Who should attend this complimentary session? Customer care, service, and solutions professionals with customer experience and customer service operations, marketers, contact center managers, VPs, and IT partners.  

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HTML5: The Code to Maximizing Revenue

This complimentary webinar, specifically for publishers and content developers, will provide valuable insight into why companies are considering & migrating to HTML5.

HTML5’s impact on publishing continues to expand. Many publishers are struggling to structure their content and are challenged with legacy content which needs to be migrated to HTML5. See how SPI Global has developed tools, processes and procedures that provide a roadmap for converting existing assets to HTML5.

This important session will:

• Explain why HTML5 is the more “Future Proof” solution

• Discuss the publishing opportunities using HTML5

• Examine best practices in migrating existing legacy content to HTML5

• How to maximize content available on devices that do not support Flash

• Review which organizations are currently involved in HTML5

Presented by: Book Business

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Listen, Measure, Engage: Optimize Customer Care Through Social Response Management

Investments in Social Media have breached the billion-dollar threshold. For key decision-makers, there are urgent questions that need intelligent answers: Are we tracking social media? How? How do we build our Facebook brand? Is anyone reading our messages from Twitter? How quickly do we reply?

 The consequences of failure to get into the social media groove are dire: your competition may trounce you, loyal followers may become frustrated, and you lose business!

A sobering investigation of this online landscape shatters the doubts of those who hesitate to offer social media response CRM services. Social media has the potential for sustainable advantages in increasing loyalty, improving customer satisfaction, boosting sales opportunities. It’s all about Customer Engagement Optimization.

Join Ken Lamzon at the Online Social Media event as he shares:

• Why embracing social media is a “choice,” but success requires 100% commitment

• How two-way communication leads to increased impact, and why it strengthens the customer relationship

• How social media can be a valuable channel for customer satisfaction

• The key elements for your social media response strategy, once you embrace social media as a customer service channel

• What are the advantages of outsourcing and why it is a natural evolution of CRM strategy

• How action-packed outsourced solutions can help you attract and retain new customers

• How to implement a social media strategy to further strengthen your competitive advantage in optimizing the total customer experience.

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Adapting to EPUB 3

This complimentary webinar, specifically for education publishers and content developers, will provide valuable insight into adapting to EPUB 3.

This webinar will explore the state of EPUB 3 in the market today, discuss issues relating to content creation for different devices, and compare the promise of EPUB 3 with the reality of current support.

Don’t miss this important session that will:

• Discuss popular devices and how they handle EPUB 3 in their native reader apps;

• Examine where third-party distributors are with regards to EPUB 3 support;

• Explain why some of the most requested features such as assessment and data collection may be held back by privacy concerns, and;

• Provide expert advice on what to consider when building a production team.

EPUB 3 has ushered in a whole new generation of ‘platform wars’: as EPUB 3 becomes more interactive, fewer devices will be able to support the content. How should this be addressed? Can it be handled in a cost-conscious manner? Attendees will benefit from this practical session that will answer these important questions and more. 

Presented by: The Association of Educational Publishers

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How to Create and Maximize Content for Various Mobile Devices

This free webinar, specifically for publishers and content developers, will provide valuable insight into creating and implementing a successful mobile strategy.

It's no secret that the market for mobile devices has grown tremendously over the past few years, creating a need for easy access to content and services. This trend will only grow as new devices emerge and IT operators look to increase the capacity and speed of networks. With these developments will come increased demands from users looking to access content wherever they need it.

Challenges regarding screen size, device formats, decisions about developing apps versus mobile websites, and content selection have been and will continue to be important considerations for publishers and content providers.

This webinar will explore these important challenges and discuss the development of the necessary tools, how to develop a mobile strategy, the role that partnerships with technology providers play in bringing content to mobile devices, and what to expect in the near future.

If you have ambitious plans for mobile content at your company, you won't want to miss this in-depth tutorial covering all facets of this exciting new frontier.

Presented by: The Association of Educational Publishers

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Delivering content on mobile devices

Smartphones and tablets are becoming increasingly important for accessing all types of information. The webcast speakers represent two perspectives on providing information access on mobile devices.

First, Patricia Cleary and Ray Colón describe the experiences of the scholarly publisher Springer in making content available on smartphones and tablets. This talk is followed by John Wheeler from SPi Global, a technology company that is helping publishers and other companies make content available.

Presented by: Research Information

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The Changing Landscape of Outsourcing and Contact Centers

In today’s rapidly-evolving call center environment, “innovation” is no longer a pipe dream for a select few call center outsourcers. If customer management success is what you crave, innovation must be the standard in measuring performance, building longstanding partnerships and delivering results 100% of the time.

Though innovation is the key ingredient for any call center outsourcer aiming to grow, gain sustainable advantages, and compete globally, it cannot be the only focus. At the foundation of a successful call center strategy must be a solid Quality program that standardizes, polices and establishes the means to consistently deliver best-in-class solutions, no matter where you’re located.

This quality journey will neither happen overnight nor be the same for every organization, but success absolutely hinges on the incorporation of innovative strategies for overcoming challenges in business intelligence and process improvement.

This webinar, hosted by Cecilia Lopez, will share what avenues refine—and must define—your Quality programs in meeting the changing landscape of the Contact Center & Outsourcing industry through Quality…today’s differentiator.

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