Your one-stop-shop for best practices and expertise.
Knowledge can play a key role in enabling your customer’s journey from initial discovery through purchase and use of your product and services. A knowledge-enabled customer lifecycle is crucial to delivering consistent, predictable, and repeatable superior customer experiences.
During this complimentary webinar, Johan Jacobs will provide insight into achieving competitive advantage and ROI through exploiting all that knowledge can offer.
View ondemand Tuesday, Feb 25, 2014
With 60% of customers preferring to self-serve online, many organizations are deploying self-service portals and websites. However, they are often disappointed at the low adoption rates and poor satisfaction ratings from their customers.
In this complimentary webinar with Johan Jacobs, learn about the challenges and opportunities of web self-service including moving beyond call deflection to new ROI measurements, strategies to increase adoption rates and CSAT ratings, including self-service as part of a multichannel strategy, and new trends for capturing and delivering knowledge.
View ondemand Tuesday, Nov 12, 2013
Web chat is quickly becoming the preferred communication channel for today’s online consumer. When implemented correctly, web chat also has one of the highest satisfaction ratings among all online channels. How can you ensure your initiative meets or exceeds your goals?
Register for our complimentary webinar: Expertise Hour: The Dos and Don’ts of Web Chat with Johan Jacobs. Based on his 13 years as a Research Director at Gartner, Johan covers best practices from leading chat implementations.
View ondemand Tuesday, Aug 13, 2013
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.
View ondemand Tuesday, Apr 09, 2013
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.
View ondemand Tuesday, Dec 18, 2012
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.
View ondemand Tuesday, Nov 13, 2012
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.
View ondemand Tuesday, Oct 23, 2012
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.
View ondemand Thursday, Sep 27, 2012
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.
View ondemand Wednesday, Sep 12, 2012
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.
View ondemand Thursday, Aug 30, 2012
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.
View ondemand Tuesday, Apr 03, 2012
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.
View ondemand Tuesday, Feb 28, 2012
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 ondemand Thursday, Feb 09, 2012
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.
View ondemand Tuesday, Oct 25, 2011
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 life cycle with emphasis on support and service and benefits of integrating social with traditional service and how to identify and leverage the best skill set within the organization to solve a customer problem.
View ondemand Tuesday, Aug 02, 2011
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, and connecting employees to projects and one another faster, more exact, and more productive.
View ondemand Tuesday, May 17, 2011
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 and how they plan to build on these successes in the future.
View ondemand Thursday, Apr 14, 2011
Presented by Moxie’s Bob Peery and special guest Esteban Kolsky, customer strategist.
View ondemand Thursday, Mar 17, 2011
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.
View ondemand Thursday, Mar 03, 2011