Your one-stop-shop for best practices and expertise.
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
Moxie’s Collaboration Spaces incorporates the most advanced social networking technology and architecture to facilitate employee collaboration. We recently announced our free version to get you started. Want more?
Watch our minute Collaboration Spaces demo to see how customers are utilizing the platform.
View ondemand Wednesday, Jun 26, 2013
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.
Register for our 30 minute Social Knowledgebase demo. See how you can tap into collective knowledge across your enterprise to locate SME’s quickly to find the right answer faster, enable peer-to-peer support using wiki’s or uploaded files, share, collaborate, and refine content before promoting for certification, and utilize approval workflows to certify and publish articles.
View ondemand Thursday, May 16, 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
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. Many of these organizations are already implementing collaboration tools and strategies but the challenge doesn’t reside with deploying a tool – it’s being able to get employees to use the tools and sustaining that over the long run.
This session with Jacob Morgan reveals the top 5 things that you need to know to make collaboration efforts successful.
View ondemand Wednesday, Oct 24, 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
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.
View ondemand Thursday, Sep 13, 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
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.
View ondemand Tuesday, Jul 17, 2012
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?
View ondemand Thursday, Apr 19, 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
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.
View ondemand Wednesday, Mar 07, 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 webinar.
View ondemand Thursday, Feb 09, 2012
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.
View ondemand Wednesday, Nov 02, 2011
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.
View ondemand Wednesday, Oct 26, 2011
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
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.
View ondemand Wednesday, Oct 19, 2011
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.
View ondemand Monday, Sep 26, 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 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.
View ondemand Wednesday, Jul 27, 2011
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.
View ondemand Tuesday, Jun 28, 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
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, and how to leverage social communities to create a lasting, loyal evangelist.
View ondemand Thursday, May 12, 2011
Join internationally renowned author Don Tapscott during this complimentary live webinar to learn how to tap the full potential of the emerging networked economy.
View ondemand Wednesday, Apr 20, 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
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.
View ondemand Tuesday, Mar 01, 2011
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. Plus, see a live demo of effective social software for the enterprise.
View ondemand Thursday, Feb 24, 2011