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Upcoming Online Learning Opportunities

Webinar - Beyond CRM: Rethinking Customer Service in a Connected Digital Age

September 21, 2017
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digital ageSeptember 21, 2017 (2-3pm ET)

For years, companies have used CRM as the software of choice to manage customer engagement and information, in an attempt to deliver a great customer experience. While managing the front end of the engagement process is important, delivering superior customer service requires more than that.

Join Nitin Badjatia, Head of Business Strategy for Customer Service Management at ServiceNow, as he discusses the need to shift customer service delivery strategies to go beyond engagement, by taking advantage of the collective wisdom in and around the enterprise, new technologies, and closed loop processes to resolve customer issues and to prevent calls before they happen. Badjatia will discuss the essential capabilities for delivering proactive customer service.


Nitin BadjatiaSpeaker:
 Nitin Badjatia, Head of Business Strategy for Customer Service Management, ServiceNow

Nitin Badjatia serves as the Head of Business Strategy for ServiceNow’s Customer Service Management product line. He’s a two-decade veteran of enterprise customer service applications, having been at Siebel Systems, RightNow Technologies, and Oracle in various sales and strategy roles. Nitin also led business strategy at knowledge management pioneer Knova Software. In 2012, Nitin was awarded the Consortium for Service Innovation’s Innovator award for his extensive contributions to the industry at large.

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On-Demand Online Learning Opportunities

Click Here for Online Courses to Take at Your Own Pace Including:

  • Core Contact Center Management for Customer Care Professionals
  • SOCAP and WOMMA's Social Customer Care Certificate Program
  • Live Chat with Customers: How to Do it Right
  • Tools for Basic Reporting
  • Creating and Executing Customer Experience Strategies for Any Business
  • Training Now! Best Practices for Updating Your Training for Faster Learning
  • Elements of Effective Customer Engagement
  • How to Write to Customers in Your Company's Brand Voice
  • How to Manage Voice of the Customer, Quality and Team/Agent Performance
  • Forecasting, Staffing and Scheduling
  • Small Win Coaching - How to Change Behavior in 1 Day While Strengthening the Agent-Supervisor Bond
For webinar recordings and more resources in the SOCAP Learning Portal, click here.