Webinars

Improving the Support Experience with Intelligent Swarming

Solving customers’ hard problems can be an “all hands on deck” scenario - and support teams need more seamless approaches to enabling the ability to “swarm” to trouble spots. In addition, a new set of metrics and policies are needed to properly measure the success of swarming initiatives.

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Support Experience: A Force Multiplier for Your CRM

Your CRM (or case ticketing system) is a critical component of your support operations. Learn how to get the most out of it! In this webinar presented by 729 Solutions, Alex James, VP of Global Customer Support at Fivetran, and Omid Razavi, Chief Customer Officer at SupportLogic, highlight the benefits of adding SupportLogic to a case management system like Zendesk or Salesforce.

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Cover image for - Don't Just React to Escalations, Predict and Prevent Them
Don’t Just React To Escalations

Don’t wait for customer issues to find you. For many B2B companies, the support organization is now the true “front line” of the customer experience. And for too long, the insights derived from support interactions have been trapped in silos and not driving better business outcomes. But today, SupportLogic is making it easy to extract, and take action, on those critical insights.

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From Signals to Action - Promo Image
From Signals to Action

Don’t wait for customer issues to find you. For many B2B companies, the support organization is now the true “front line” of the customer experience. And for too long, the insights derived from support interactions have been trapped in silos and not driving better business outcomes. But today, SupportLogic is making it easy to extract, and take action, on those critical insights.

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CCO Live with Wayne McCulloch
The CCO’s First 90 Days

Join us as we sit down with Wayne McCullogh, the Chief Customer Officer at WalkMe, keynote speaker, and award-winning author of The Seven Pillars of Customer Success. 1. Tips on aligning customer success goals to wider company go-to-market goals 2. Building a truly customer-centric culture that adapts to a rapidly changing environment 3. Keeping a strong balance between customer success and expansion revenue 4. Interlocking with support and sales & marketing to create a more holistic understanding of the customer journey

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Customer Spotlight: 8x8
Customer Spotlight: 8×8

Learn how 8x8 is continually striving to improve the overall customer experience by providing a more proactive support experience.

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Quality Monitoring 2.0 - Promo Image with speaker headshots
Quality Monitoring 2.0

AI/ML is good for more than gaining insights on your customers. It can also be a valuable tool to increase employee engagement and retention. In this 45-minute session, TSIA’s John Ragsdale, Snowflake’s Chris Todd, and SupportLogic’s Preetham Gopalaswamy discuss how to use AI for quality monitoring, agent coaching, and case evaluation.

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The Great Resignation Is Here
The Great Resignation Is Here

In this 45-minute session, TSIA’s Distinguished Researcher John Ragsdale and Snowflake’s VP of Global Support Angus Klein discuss this potential for disruption, and how to leverage the next generation of quality monitoring tools and practices.

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The Role of the CCO in the Go-To-Market

Learn Beth Shea’s secrets to driving exceptional customer success and go-to-market, including: 1. Tips on aligning customer success goals to wider company go-to-market goals 2. Building a truly customer-centric culture that adapts to a rapidly changing environment 3. Keeping a strong balance between customer success and expansion revenue 4. Interlocking with support and sales & marketing to create a more holistic understanding of the customer journey

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