OnDemand Webinars

Social Knowledgebase Open House: Experience the next innovation in knowledge management

It's now easier than ever to capture, refine, and certify content with Moxie's Social Knowledgebase solution. Rich collaboration tools help crowdsource content that can be promoted into approval workflows and published as articles. See how you can tap into collective knowledge across your enterprise.

(webinar held 5/16/13)

The Secret Sauce of Customer Service Channel Preferences

Online channel usage has shifted dramatically in recent years, with significant differences in satisfaction between channels. Plus, each generation has distinct preferences, which may not be what you expect. Join our guest, Forrester analyst Kate Leggett, for a complimentary webinar focused on designing relevant and seamless customer service across channels. Learn how to align communication channels to customer demand and break down siloed implementations of customer service channels.

(webinar held 4/9/13)

Unraveling Knowledge with Social, Community & SMEs

While Social CRM continues to evolve, there have been three challenges identified for it to solve: data, knowledge, and purpose. What is the current status with knowledge, and how do we fix it? This webinar will cover knowledge management in the enterprise, exploring pressing issues, their origin and their future, and lay a foundation to handle them. Presented by Esteban Kolsky, Principal and Founder, ThinkJar.

(webinar held 12/18/12)

Moxie Software and Microsoft Dynamics CRM: Delivering Customer Experience Excellence

Moxie Software and Microsoft have partnered to provide Microsoft Dynamics CRM with comprehensive multi-channel and knowledge base solutions to deliver superior customer experiences. If you are considering online customer service tools such as email, chat, knowledge base, or web self-service, you won’t want to miss this compelling webinar detailing the features Moxie Software brings to Dynamics CRM customers.

(webinar held 11/13/12)

5 Key Principles Behind a Collaborative Organization

Collaboration isn't new but over the past few years we have seen a change in people's behaviors and an evolution in technology that is getting the attention of organizations around the world. This session focuses on the top 5 things that you need to know to make collaboration efforts successful at your organization. Sponsored by Moxie Software, presented by Enterprise 2.0.

(webinar held 10/24/12)

Building Loyal Customers in a Price-Driven Industry: A Lebara Case Study

During this complimentary webinar, Matthew Kemp, head of the Customer Service Centre at Lebara, will share key insight into their success in delivering excellent customer experiences including topics on strategy, loyalty and retention, agent motivation, and using the right technology.

(webinar held 10/23/12)

CRM Strategies for the
Social Customer

Social CRM enables the processes associated with marketing, sales, and service/support to be powered by "social." By understanding different types of social customers, organization can create a flexible model for engaging with customers to develop, measure and ultimately co-create value together.

(webinar held 9/27/12)

How ‘Collaboration Ready’
Are You?

In this webcast, you will learn the traits that successful collaborative companies share as well as how to assess your organization’s aptitude and maturity to gauge success and identify bright spots and weaknesses.

(webinar held 9/13/12)

5 Tips for Productive Multi-Channel Customer Service

Learn ways to dramatically increase agent productivity while reducing the cost per interaction. While the idea of multi-channel customer service is nothing new, doing it correctly has been an ongoing challenge for many companies.

(webinar held 9/12/12)

The Knowledge Movement: Trends and Opportunities

Great customer support remains one of the few differentiators that businesses can sustain over time. Companies that succeed in today's competitive environment provide standout customer service by leveraging knowledge to empower agents and enable superior self-service for customers. Learn current and future initiatives in knowledge management to provide sustainable customer service.

(webinar held 8/30/12)

Social Summer School: Driving Real Social Business Performance

Learn how to engage with social media both internally and externally to drive direct business value. Through case studies and the industry research, Dion Hinchcliffe explores strategies for getting more out of your social business platform.

(webinar held 7/17/12)

Becoming Social Inside and Out: The Value of Collaboration in Customer Service

Your customers are increasingly online and demand responses in real time — often via their mobile devices and social media. With 70% of online consumers expecting companies to try harder to provide superior customer service, how can technology services organizations compete?

(webinar held 4/19/12)

An Insider's Guide to the Ultimate Customer Service Experience

Join Moxie Software and guest Forrester Research, Inc analyst, Diane Clarkson, for a complimentary webinar focused on creating a customer-centric organization. Learn how to tap into the collective intelligence across the entire organization to reduce escalations and close cases faster.

(webinar held 04/03/12)

Rebalancing the IT-User Relationship: The Business Value in Consumerization

Workers nationwide are coming to expect the same freedom and flexibility in online tools at work that they get at home. Behind every user discussing business issues on Facebook and Twitter or starting up "free" instances of collaboration software, there are IT managers scrambling to manage and protect intellectual property. A recent survey of 750 front-line IT professionals showed 62% of respondents' biggest concern with consumerization of IT is network security breaches followed by possible loss of customer enterprise data.

(webinar held 03/07/12)

The Next Evolution of Customer Service

The digital-savvy consumer is increasingly dictating when, where, and how they want to engage with an organization. Companies that combine traditional multi-channel customer service with 24/7 self-service options via the Web, mobile devices, and social media will thrive in the next evolution of customer engagement. Register for this complimentary webinar to learn how companies are responding faster to digital consumers and achieving dramatic results.

(webinar held 02/28/12)

Canon's Best Practices for Field Service:
The New Face of Customer Satisfaction

Canon USA knows that face-to-face interactions with customers have a major impact on customer satisfaction and incremental revenue. A key differentiator for Canon has been arming their 15,000 + Service Professionals in the field with a robust knowledgebase to shift to a preventative and proactive service model and become more profitable as a result. Sponsored by Moxie. View webinar.

(webinar held 02/09/12)

Mobile Collaboration Strategy: Don't Leave Social Software at the Office

During this on-demand webcast, a panel of mobile technology experts discussed and demonstrated how mobile enriches and expands the way we collaborate. Learn top mobile trends affecting employees' expectations and hear what Moxie Software learned from deploying their own mobile strategy internally.

(webinar held 11/02/11)

When Social Meets Process - REAL Work Gets Done

The technologies, practices, and philosophies of the 2.0 era continue to affect companies in important ways, and it is critical to understand how organizations are changing the way they generate and use information. Join MIT professor and researcher, Andrew McAfee (credited with coining the term, E2.0) for an in-depth look at the intersection of Social Business and common business processes. Sponsored by AIIM.

(webinar held 10/19/11)

Social Software They'll LOVE to Use

During this ondemand webcast, we will review the results from a Usability Resources, Inc. study and how organizations can use the findings to accelerate collaboration and knowledge sharing. Learn what seasoned community managers felt would transform their organization, including a ranking of features that drive adoption.

(webinar held 10/26/11)

Best Practices Framework for Customer Service

Learn how your company compares against best practices, and pinpoint the customer service initiatives that are critical to delivering a superior customer service experience. Hear strategies and processes that drive customer retention, customer loyalty, reduced costs, and increased revenue. Featuring guest speaker Kate Leggett, Senior Analyst at Forrester Research.

(webinar held 10/25/11)

Higher Ed 2.0: Innovating the 21st Century University

During this event, Don Tapscott discusses the changes required to help higher education socialize the learning process through collaboration, co-innovation, and co-creation. Plus, hear from Russell Kaurloto at USC on how they created a Change Advisory Board and plans to start an IT Strategic Plan involving nineteen different departments.

(webinar held 9/06/11)

Customer Experience is Everyone's Responsibility

Blend Social and Traditional Channels and Collaborate to Deliver Better Service.  This informative webcast from social media industry leader Jeremiah Owyang and Moxie Software's Director of Product Management, David Lowy. Learn:

• The significance of the customer lifecycle with emphasis on support and service and benefits of integrating social with traditional service
• How to identify and leverage the best skill set within the organization to solve a customer problem

(webinar held 8/02/11)

TEVA Pharmaceutical: Case Study on Spontaneous Association Leveraging Enterprise Social Software

Join industry analyst Michael Fauscette, head of IDC's Software Business Solutions Group and Tony Martins, VP, Supply Chain, TEVA Pharmaceutical for an informative discussion on the business drivers, metrics, and operational best practices for an enterprise social strategy. Hear how TEVA dramatically increased operational efficiencies and how other organizations can realize similar results.

Sponsored by Moxie, presented by Enterprise 2.0 (webinar held 7/27/11)

Enterprise 2.0 Forum: What's the end game?

Join Sara Roberts, author, speaker, and consultant, along with Megan Murray, collaboration strategist and E2.0 brainiac, to learn their insights, tips, and best practices for driving value in enterprise collaboration. During this special Enterprise 2.0 Open Forum, we work our way through the complete lifecycle of enterprise collaboration. (webinar held 6/28/11)

Intranet Roadmap: 6 Key Components of a Value-Driven Tool

Join Tammy Erickson, renowned author and speaker, to learn key insights into intranet design, strategy, and adoption, including:

• Launching key technology components for maximum value
• Reaching beyond employees out into their network
• Preparing for new strategic initiatives, market growth, or competitive shifts
• Connecting employees to projects and one another faster, more exact, and more productive

(webinar held May 17, 2011)

Don't Let Social Sabotage Your Customer Service Strategy

Join Paul Greenberg, social CRM industry expert and best-selling author, to learn best practices for successfully adding a social channel to your customer service, including:

• How to balance social and traditional services
• How and why to add social as a customer service channel
• What the social customer expects and how to engage with them
• How to leverage social communities to create a lasting, loyal evangelist

(webinar held May 12, 2011)

EMC's Incredible Chat Journey: Best Practices for Deploying or Expanding Chat

Hosted by John Ragsdale, VP of Research for TSIA

EMC has achieved unparalleled success with live chat.  Hear from Chris Gardner, Director of eServices for EMC, as he reveals new chat benchmark data which underscores the value of chat and its growing adoption. You will learn:

• Why EMC moved from blended agents to dedicated agents.
• How they increased usage of this channel by over 500% in less than a year, increased first contact resolution, decreased resolutions times and achieved extremely high customer satisfaction for this channel.
• How they plan to build on these successes in the future.

(webinar held April 14, 2011)

Join the Social Revolution: Unleash the Power of Collaboration

Join internationally renowned author Don Tapscott during this complimentary live webinar to learn how to tap the full potential of the emerging networked economy. (webinar held 4/20/11)

CRM Magazine Sponsored Webinar: 6 Steps to Knowledge Management Nirvana

with Moxie's Bob Peery and Special Guest Esteban Kolsky, Customer Strategist (webinar held 3/17/11)

Learn Five Tips for Productive Multi-Channel Service

Customer service centers are always looking for ways to dramatically increase agent productivity while reducing the cost per interaction. While the idea of multi-channel customer service is nothing new, doing it correctly has been an ongoing challenge for many companies. (webinar held 3/03/11)

Social Media in the Enterprise: Incentives for Collaboration & Adoption

Join Tammy Erickson during this ondemand webinar to learn how to make social software work within the enterprise and key steps to help drive adoption. Plus, download a related white paper by Tammy that dives deeper into the topic. (webinar held 3/01/11)

Collaboration IS Contagious: Tactics for Successful Internal Collaboration

More than ever, organizations are seeking to connect people, groups, and teams globally to get work done better and faster than ever before. Take a cue from today's social networks – collaboration is contagious! Join WikiBrands authors, Mike Dover and Sean Moffitt, to discover a strategy guide and road map for successful internal collaboration. Learn:

• Best practices for motivating and engaging employees
• Tips to create an active community with employee driven content
• Key considerations for successfully selecting and leveraging social platforms

Plus, see a live demo of effective social software for the enterprise.(webinar held 2/24/11)