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Webinar

WEBINAR REWIND: Is the omni-channel communication contact centre fiction or reality?

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Don’t worry if you missed Sparkcentral’s final Digital Masterclass webinar – you can now re-watch the session about omni-channel communication in your Contact Center online.

Curious if an omni-channel unified communications Contact Center Team is fiction or reality? Or wondering what strategy to use in for your own Customer Care Team?

Re-watch this last Masterclass and find out! Sparkcentral’s experts will walk you through challenges and solutions, plus get you inspired by best practices and use cases.

Do you still have questions or need more details? Don’t hesitate to contact Sparkcentral directly.

WEBINAR REWIND: How Different is Contact Centre Reporting for Asynchronous Teams vs Synchronous Teams?

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The latest instalment of Sparkcentral’s Digital Masterclass 2020 webinar series looked at how different contact centre reporting is between asynchronous and synchronous teams.

The webinar featured expert guidance and opinion from:

  • Lenne Hendrickx, Senior Data Engineer at Sparkcentral
  • Göran van Hese, SVP Product at Sparkcentral
  • Allyson Boudousquie, Vice President Digital Markets & Product Strategy at Concentrix

But if you missed it, don’t worry! You can watch the entire video of the webinar again here and below and download the presentation here.

And don’t forget to sign up to the final webinar in the series here.

 

WEBINAR REWIND: How & Why Leading Organisations Are Accelerating Their Automation Plans

 960 640 Stuart O'Brien
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Last week the experts at Ember Group hosted an essential webinar exploring how the COVID-19 crisis is challenging businesses like never before, as some fight for survival and all need to focus on how to adapt to new competitive forces and very different consumer needs and demands.

In these unprecedented times the need to digitise your business and optimise your operating model is being driven by intelligent automation that combines AI, Virtual Workers or Bots, Analytics, APPS and Digital Touch Points, ensuing a more effective business processes without creating silos of cost that are unsustainable.

During the webinar, we were joined by guest panellists Edward Colver MBE, NHS Digital and Sergio Martin, Global Customer Support, IKEA Retail (Ingka Group) as we engaged in an in-depth discussion on the many ways that intelligent automation has supported organisations especially since the outbreak of COVID-19.

We heard insights from both organisations on how they implemented automation while minimising threats.

To re-watch the webinar, simply view it below or click here.

Webinar: Leading Organisations Are Accelerating Their Automation Plans – Learn Why and How from Ember Marketing on Vimeo.

If you’ve got any questions about the content presented, or you’d like to talk further about how Ember can support your CX operations, please send an email to info@embergroup.co.uk.

www.embergroup.co.uk

Tune in for the final webinar of Sparkcentral’s Digital MasterClass 2020

 960 640 Stuart O'Brien
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You have one last chance to join Sparkcentral’s Digital Masterclass: Check in on Wednesday June 3rd for an interesting session about omni-channel communication in your Contact Center.

Curious if an omni-channel unified communications Contact Center Team is fiction or reality? Or wondering what strategy to use in for your own Customer Care Team?

Sign up for this last MasterClass and find out! Make sure you get a chance to ask Sparkcentral’s experts about your challenges and get inspired by best practices and use cases.

Register now >

LIVE WEBINAR: Leading Organisations Are Accelerating Their Automation Plans – Learn Why and How

 960 640 Stuart O'Brien
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Date: Thursday 14th May

Time: 2 pm – 2.40 pm (UK BST) 9 am – 9.40 am (Canada EDT)

Register Here

Digitalising services and leveraging automation helps to provide a better customer self-service support, making it more efficient to reach goals and maintain quality as customers benefit from improved CX and reduced costs for less effort.

The COVID-19 crisis is challenging businesses like never before, as some fight for survival and all need to focus on how to adapt to new competitive forces and very different consumer needs and demands.

In these unprecedented times the need to digitise your business and optimise your operating model is being driven by intelligent automation that combines AI, Virtual Workers or Bots, Analytics, APPS and Digital Touch Points, ensuing a more effective business processes without creating silos of cost that are unsustainable.

Mike Havard, Group Director of Ember Group and Chris Mcilduff, Chief Customer Officer will share examples with you from their own experience and knowledge of Intelligent Automation (IA) and the success that leading organisations have had from this approach.

This webinar will help you to:

  • Develop a clearer definition for intelligent automation that is focused on creating sustainable value
  • Uncover priorities that can be acted on quickly and will endure
  • Get your teams bought into the potential from automation while removing perceptions that removes the need for them
  • Match the potential from intelligent automation to the right technology solutions

Register for Ember Group’s live webinar taking place this Thursday 14th May here.

Our ultimate webinar tip: Sparkcentral’s free masterclass 2020

 960 640 Stuart O'Brien
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Want an extra reason to stay home? We’ve got one. While events are being cancelled all over the world, Sparkcentral makes sure we stay up to date about the future of digital contact centers with 5 free webinars.

Are you curious about the impact of asynchronous message channels for SLA based customer service? Or do you like to know why chatbots would be the perfect partners for your team? 

Make sure you’re getting on board! This is your chance to ask experts about the challenges you’re facing today and get inspired by best practices and successful stories worldwide.

Register now > 

WEBINAR: How leading organisations are responding to the impact of coronavirus

 960 640 Stuart O'Brien
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CLICK HERE TO REGISTER FOR WEBINAR

The coronavirus outbreak has had an unprecedented impact on organisations, their operations and the management of workforces. With some organisations needing to respond to substantially increased demand and others facing a situation where customer demand has virtually stopped, the extremes of the impact are clear. When combined with the natural uncertainty and anxiety that everyone will have, this has created a scenario that has never been faced in modern times.

Ember Group offers a number of customer engagement solutions including customer management consulting, analytics and learning and development, providing them with insights on what drives performance, and how to effect change.  They are helping to support their customers respond to this crisis and have been inspired by the effort, innovation, commitment and resilience being shown as teams rally around to get things done; and in response, adapt their support for customers and their teams.

Ember Group will be hosting their webinar, ‘How leading organisations are responding to the impact of coronavirus’ on Thursday 9th April at 2pm (GMT), designed to share their experience which they are seeing across the market. Presented by Ember Group’s Mike Havard, Chairman, and Carolyn Blunt, Director of Learning Solutions, they will share examples and learnings from the market on how organisations are adapting their operating model, establishing new ways of working, innovating by using digital and automation technologies, and critically, preparing to operate differently for an as-yet-uncertain future.

Ember Group would like to invite you to join them for this webinar and to provide you the opportunity to share your own experiences. To register, please click on this link – https://attendee.gotowebinar.com/register/2894098628282620171?source=Newsletter+-+mycust

Live webinar details

Date: 9th April 2020

Time: 2.00 pm – 2.40 pm 

If you have any questions as to how Ember Group can support you today, please get in touch with Ember Group directly on info@embergroup.co.uk.

For further information, please visit www.embergroup.co.uk.

IMImobile Webinar

IMImobile & Forrester to host webinar “Chatbots & Customer Service Trends in 2018”

 960 640 Stuart O'Brien
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Businesses must transform their customer service strategies to meet the rising expectations of today’s digitally savvy customers.

They face challenges such as the integration of mobile and digital communication channels into their existing contact centre infrastructure as well as building and deploying AI-powered chatbots to increase contact centre KPIs.

On this webinar guest speaker Ian Jacobs (Forrester) and Stuart Jones (CarillionAmey) will discuss 5 key questions & customer service trends with host Alex Klose (IMImobile) that Customer Service Professionals need to pay attention to in 2018.

Register today and secure your space by clicking on the link here: https://goo.gl/5L2zsf

Kura

ON-DEMAND WEBINAR: Kura’s 7 steps to success in customer service

 960 640 Stuart O'Brien
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It’s generally agreed that the role of people in a contact centre will increasingly become one of problem-solving; dealing with more complex enquiries and transactions.

But while the overall pattern is accepted, the implications of it for organisations and customer service advisors have not been widely explored.

With this in mind, Kura commissioned Ember Services to produce “The People Factor”, a new report to understand the future nature of work in customer service.

In a recent webinar, Kura’s Director of Commercial, Arceeb Moughal and Ember Service’s Director, Mike Havard, shared the outcome of this report.

Watch this On-Demand Webinar recording here, and you’ll learn the seven steps identified that all organisations need to adopt in order to prepare for the changing nature of work in customer service.

You’ll also learn about our own hard-earned experience of empowering advisors and creating a culture of shared independence.

ON-DEMAND WEBINAR: Reduce Customer Effort to Increase Positive Outcomes

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In today’s digital age your customers have high standards and limited patience. The world is their marketplace and customers have many options for purchasing products and obtaining services.

At the push of a button, a customer expects answers and resolutions. But how easy do you make it for your customers to contact your organisation?  What if your client was vulnerable and needed immediate answers? And what are the implications to the company and the client if your service strategy doesn’t meet their expectations?

In a recent webinar, we explored this topic with our client Turn2us, a national charity.

Watch this On Demand recording and you’ll learn why Turn2us adopted an Omni-Channel strategy to best serve their customers, why they selected Inisoft’s contact centre technology, Syntelate Connect, and the key results they’ve achieved since adopting this approach, e.g. 97% of people now receive the help they’re looking for, and 96% of users would recommend them.

Click here to view the webinar.