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Webinars

Jan 20
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Webinar – Workplace Collaboration [Ep.2] The Future Workplace?

By Employee Engagement, Employee Engagement Webinars, On-Demand, Webinars, Workplace Collaboration, Workplace Collaboration Webinars

The physical workplace has undergone transformational change in the last year, and will only change further in 2021 and beyond. In this webinar we’ll share insight from Metrigy’s global Workplace Collaboration: 2021-22 research study, based on data gathered from more than 475 end-user organizations, to answer the following questions:
– How are organizations redesigning their offices to enable a safe return?
– What approaches correlate with successfully supporting remote work?
– How do companies manage performance and security for distributed employees?
– How are communications and collaboration services evolving to enable virtual engagement?

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Jan 12
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Webinar – Workplace Collaboration [Ep.1] Collaboration Success Strategies

By Employee Engagement, Employee Engagement Webinars, On-Demand, Webinars, Workplace Collaboration, Workplace Collaboration Webinars

Hot off the presses, Metrigy’s global Workplace Collaboration: 2021-22 research study, based on data gathered from more than 475 end-user organizations, provides insight into successful strategies for supporting virtual and in-person collaboration in the new way of work. Attendees will learn which application, management, and security strategies, covering technologies including calling, meetings, and team collaboration, correlate with demonstrable improvements in productivity, gains in revenue, and operational cost savings.

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Jan 12
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Webinar Replay – CET [Ep.5] How Cloud & CPaaS Drive Success, Even for On-Premises Platforms

By Customer Engagement Webinars, On-Demand, Webinars

A continuing debate at many companies is whether to move fully or partially to the cloud contact center. And for those already there, they’re always evaluating new ways they can benefit from the cloud.

About 48% of contact centers are using cloud platforms, whether multi-tenant CCaaS or single-server hosted and managed. And nearly half of those using cloud contact center say the implementation was better than expected. At the same time, 22% of those who have moved to the cloud say they prefer on-premises—and 7% of those changing architectures by 2022 are moving back to on premises.

With the increasing focus on customer interactions, CX leaders want to leverage architecture decisions to provide the best return on investment. This webinar will help guide companies on their CX architecture decisions, addressing the following:

– If you’re platform is on-premises, is it time to move to the cloud?
– How can you leverage the cloud without moving the entire platform?
– How does CPaaS fit into the CX architecture decision?
– What real-world benefits are organizations seeing in the cloud—and on-premises?

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Jan 12
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Webinar Replay – CET [ Ep.4] AI and Analytics: Your Customer Experience is at Risk Without Them

By Customer Engagement Webinars, On-Demand, Webinars

With countless ways to use Artificial Intelligence (AI) and analytics to improve your Customer Experience (CX), it’s difficult to determine how to prioritize your technology investments. The use and planned use of AI for CX initiatives has grown by 61% in the past two years. Coupled with analytics, they have become competitive differentiators.

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Oct 20
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Webinar Replay – CET [Ep.3] 5 Steps to Self-Service Success

By Customer Engagement Webinars, On-Demand, Webinars

CX leaders want to improve their self-service capabilities to accomplish key goals: Get customers what they need without having to wait for a live agent; and offload agent interaction volume.

Ultimately, they want to improve the customer experience, achieve higher CSAT, and drive more revenue to the company.

But companies often have challenges establishing a successful self-service strategy. We have conducted research on what makes a self-service success, and will address these issues:

*Why don’t more customers use our self-service knowledge base?
*How can AI virtual assistants improve adoption?
*What are the concerns with using AI in self-service, and how can we hedge against them?
*What should I expect my self-service transaction volume to be?
*What are the benefits of using self-service?

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