Webinars

Next Webinar

24 Apr 2019

The Top 10 Use Cases for Contact Centre Analytics

Sponsored by

24th April
12PM

“Analytics” is one of the biggest buzz words in the business world—and now the contact centre world is buzzing about customer analytics, as well. But as with most new technologies, exciting conversations about the potential tend to race ahead of the basics.

In this webinar, Head of Solution Consulting for Calabrio EMEA, Charlie Snedden, will explain the three types of contact centre analytics, how they work, and 10 use cases of organisations who are solving real-life business problems using contact centre analytics.

Join the Top 10 Use Cases for Contact Centre Analytics  to learn:

  • The three types of contact centre analytics and how they work in a modern multi-channel contact centre
  • 10 real-life business use cases that will take your analytics program to the next level, starting from day one of implementation
  • How to use analytics data to persuade and educate business decision makers about a point of interest to your brand

Presenters

Charlie Snedden

Calabrio

Steve Hurst

Engage Business Media
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Charlie Snedden

Head of Solutions Consulting

Charlie Snedden leads Solution Consulting in EMEA for Calabrio. Charlie joined Calabrio in 2015, bringing over 20 years of contact centre experience and extensive knowledge of workforce management, quality management and analytics. He oversees pre-sales engagements to help customer contact organisations define their planning and quality strategies to deliver great service and customer experience

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.

Register for this webinar now

Upcoming Webinars

25 Apr 2019

How to write a winning awards entry

Sponsored by

25th April
12PM 

If you’re proud of what you’ve achieved with your customer and employee engagement initiatives, there’s no better way to recognise your success than by entering the 2019 International Engage Awards. The question we’re often asked, though, is what makes for a winning entry?

Well, we’ve gathered together a portfolio of experts to help you ensure that you put together everything you need in order for your entry to be successful.

Our experts come in the form of:

  • Chris Robinson, Managing Director at Boost Awards – the world’s first and largest award entry consultancy. With over 1,300 award wins for their clients, ranging from SMEs to multinationals.
  • Sean Risebrow, Engage Awards judge and Director of Customer Experience at Bupa. Sean is now in his fourth year on the judging panel having joined us as a judge for the inaugural Engage Awards in 2016.
  • Steve Hurst, Engage Awards Chair. Steve will be able to tell you everything that you need to know about the entry process and the key deadlines for the 2019 programme.

We so often see entries submitted into the Awards programme that contain the highest quality initiatives, but mistakes in the way these entries are written mean that they’re not successful during the judging process. Luckily for you, by attending this webinar, you’re guaranteed to leave knowing exactly what you need to do in order to maximise your chance of success.

Join us for:

  • An overview of the Engage Awards and how 2019 has seen the programme become international
  • Insights into the judging process, including what does (and doesn’t) make for a winning entry
  • How to make your entry a success
  • The chance to ask any questions that you have

Presenters

Sean Risebrow

BUPA

Chris Robinson

Boost Marketing

Steve Hurst

Engage Business Media
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Sean Risebrow

Director of Customer Experience

As Director of Customer Experience Sean led the transformation of Virgin Media’s customer experience from its launch in 2007 until its acquisition by Liberty Global in 2013.  The turnaround in the quality of experience has been by quoted by analysts as a key element in the $5 to $53 increase in share price, during which the customers’ view of the experience changed from bottom quartile to industry lead.  Sean is one of a few Senior Executives that has successfully led an organisation through the four recognised stages to Customer Experience Maturity – Fix, Deliver, Differentiate and Delight.

Sean worked for Fidelity Worldwide Investment in February 2014, to shape and drive their customer centricity programme.  In January of 2015 Sean joined NewsUK, the publishers of The Times, The Sunday Times and The Sun where he was responsible for the Customer Experience, Member Service and Customer Event teams. Sean has recently joined BUPA as their Director of Customer Experience.

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Chris Robinson

Managing Director

Back in 2006 I packed in the day job and started up my own marketing agency – Boost Awards, the world’s first and largest award entry consultancy.

Now a team of 20 award experts, with operations around the world and a separate impact evaluation division, Boost has helped over 300 companies, ranging from SMEs to Multinationals, win over 1,300 awards.

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.

Register for this webinar now

Upcoming Webinars

07 May 2019

How to Minimise the Impact of Contact Centre Outages

Sponsored by

7th May
12pm

Unexpected downtime is a potential problem for any contact centre, whether the cause is a natural disaster, localised power outage, or system failure. Successful businesses understand the impact of these outages and take the necessary steps to develop redundancies, plan contingencies and avoid potentially harmful circumstances. In this session, Talkdesk’s Justin Robbins shares how to quantify the harm that outages cause to your business and provides guidance to help your employees and customers through unexpected downtime and, most importantly, provide ways to minimise or altogether avoid future outages.

Presenters

Justin Robbins

Talkdesk

Steve Hurst

Engage Business Media
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Justin Robbins

Contact Centre and Customer Experience Expert

Justin Robbins is a customer service expert and business consultant that helps organisations maximise the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact centre and customer experience best practices.

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.

Register for this webinar now

Upcoming Webinars

22 May 2019

Seasalt Cornwall Case Study: Why Leaders really are the Key to Employee Engagement Success

Sponsored by

22nd May
12pm

Leadership is regularly highlighted as a primary factor in employee engagement, but are we really getting this part of the jigsaw right?

Seasalt Cornwall has experienced rapid growth in the retail sector over the last few years. It also buck’s the recent trend on the high street and while others are closing Seasalt is opening.

This insightful session will introduce you to Seasalt Cornwall’s approach to leadership, how this and a number of other people interventions are driving their engagement in store, in its distribution centre and head office and how this is leading to high street success.

Presenters

James Hampton

Seasalt Cornwall

Georgie Mills

Seasalt Cornwall

Steve Hurst

Engage Business Media
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James Hampton

Head of Learning and Development

James’ varied and extensive experiences in the Military, Further Education and most recently private sector Retail at Seasalt have enabled him to take a unique view on people development and employee engagement.  Since joining Seasalt in 2017, James has redesigned the learning strategy from a traditional order taker to modern business aligned provision, focussing on Leadership capability and performance.

Seeing Leadership as the key enabler to employee engagement has seen James gain recognition from the Learning and Performance Institute for Seasalt’s Leading people programme that focusses Seasalt Leaders on Emotional Intelligence, Coaching and High performance teams.

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Georgie Mills

Head of HR – Retail

Starting her career working with charities, social enterprises, public sector and most recently joining Seasalt in 2017,  Georgie is deeply passionate about great people based HR practices that add value and most importantly make a positive impact.  Georgie has established business partnering at Seasalt, acting as a true partner driving the people agenda whilst maintaining a commercial focus.  Seasalt’s success is driven by our fantastic people, Georgie sees employee engagement as the key to unlocking potential for our people and the business.

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.

Register for this webinar now

Upcoming Webinars

29 May 2019

Engaging the Enterprise with ‘Unified Visual Communications’

Sponsored by

29th May
2pm

Effective and engaging communication is more than ever at the centre of today’s enterprise. To unlock maximum results, existing communication strategies and productivity tools can benefit from an overarching visualization layer which brings together content and enterprise data from various information silos.

In this session Mansour Brek, president of X2O Media will discuss 4 key learning pillars:

  1. The nature of work is changing
  2. A new generation of workers
  3. The information and data explosion
  4. How employ engagement increases with improved visualization and collaboration

Presenters

Mansour Brek

X2O Media

Steve Hurst

Engage Business Media
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Mansour Brek

President

Mansour Brek brings over 20 years of experience in managing large scale software development projects in industries ranging from flight simulation and broadcast television to digital signage and unified communications.  He is a recognized expert in the fields of real-time computer graphics, content management systems, and user interface design.  He was instrumental in taking both X2O media and VertigoXmedia from the start-up phase to a mature company with best of breed technology.  Mansour holds a bachelor’s degree in Engineering from McGill University.

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.

Register for this webinar now

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