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Resource Center

Your one-stop-shop for best practices and expertise.

Gartner MQ
  • Moving the Needle with Knowledge

    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

  • Self-Service Your Customers Will Love

    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

  • Expertise Hour: The Dos and Don’ts of Web Chat

    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

  • 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.

    View ondemand Tuesday, Nov 13, 2012

  • 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.

    View ondemand Thursday, Aug 30, 2012

  • 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, and connecting employees to projects and one another faster, more exact, and more productive.

    View ondemand Tuesday, May 17, 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 and how they plan to build on these successes in the future.

    View ondemand Thursday, Apr 14, 2011

  • CRM Magazine Sponsored Webinar: 6 Steps to Knowledge Management Nirvana

    Presented by Moxie’s Bob Peery and special guest Esteban Kolsky, customer strategist.

    View ondemand Thursday, Mar 17, 2011