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Webcasts
AFSMI Webcasts offer a great way for members to hear the latest thinking from industry experts on the top issues in services. Live webcasts give you thought provoking insights in an interactive environment where you can put your questions to the experts and exchange ideas with other participants. On-Demand webcasts give you the convenience to view a previous webcast when it fits your schedule.
AFSMI offers three types of webcasts; Research webcasts bring you the latest findings from surveys and studies on key service issues. Program Update webcasts summarize new member programs or enhancements to current member programs to help you get the most out of your AFSMI membership. Partner webcasts help you evaluate products and services that can help you upgrade your service operations.
Upcoming Webcasts
The Only SMB End-to-End Complete Service Management Solution
Sponsored By GoServicePro
GoServicePro offers solutions designed to optimize workforce productivity and improve the quality and efficiency of complex business processes. Whether it's for fully automated field service management, dynamic reporting or remote device synchronization, our solutions enable your business to move to the next level of automation and efficiency while leveraging your current systems investment. Our applications can be individually implemented or used together for maximum benefit to manage your end-to-end service delivery. Whatever your market or industry, GoServicePro DELIVERS!!
On Demand Webcasts
AFSMI Partner On-Demand Webcast
Sponsored by Bomgar and PlumChoice
Champagne Support in a Bear Economy?
Why the Economy Can’t Afford Premium Service (and Why You Can’t Either) Service providers are typically safe from Wall Street woes. But, as the markets continue to tumble, IT budgets are shrinking while the customer’s demands for high-quality service remains the same. So, how does a service provider offer champagne support in a bear economy? Instead of wrestling with a bear market, several innovative companies have taken a new approach to servicing their customers, which has enabled them to offer premium support to their clients without the premium price tag.
The Service 50 Q3 2008 (Members Only)
Presented By Thomas Lah, Executive Director, TPSA
– Produced: October 30th, 2008
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The Service 50 |
Listen as Thomas Lah, Executive Director, TPSA announced The Service 50 for Q3 2008. During the webcast, TPSA announced the next snapshot of fifty companies, identified some of the trend data the association tracks for our members, and commented on critical observations that can be made from this quarterly update.
The Service 50 Q2 2008 (Members Only)
Presented By Thomas Lah, Executive Director, TPSA
– Produced: July 31st, 2008
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The Service 50 |
Listen as Thomas Lah, Executive Director, TPSA announced The Service 50 for Q2 2008. During the webcast, TPSA announced the next snapshot of fifty companies, identified some of the trend data the association tracks for our members, and commented on critical observations that can be made from this quarterly update.
Risky Business – Is Your Support Center Introducing New Risks into Your Business?
Sponsored by Bomgar
Today's customer expects on-demand, anytime, anywhere access to information. In this environment, your service desk or technical support center requires new solutions to meet customer's rising expectations. Many support organizations have deployed virtual support technology as part of the solution - giving support professionals virtual access to remote systems and greatly speed up service calls.
But be careful! Not all remote support solutions are the same. While some may solve technical problems, they can also create business problems in the process, exposing your organization or customers to unnecessary security and compliance risks.
Turn Your Customers into Evangelists!
Sponsored by Salesforce
Customer expectations have changed dramatically in recent times, forcing companies to adapt quickly in the delivery of customer service. Customers expect choice and immediacy, and if not delivered, customers are leveraging consumer sites and web tools to voice dissatisfaction to millions. These expectations are putting pressure on companies to provide more sophisticated self-service; a destination for service where customers can resolve increasingly complex issues on their own.
E-Mail Customer Support - Embrace it or Replace It?
Sponsored by: Kana
– July 24, 2008
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E-Mail Customer Support - Embrace it or Replace It? |
Following These Six Best Practices Can Make All the Difference
Recent information seems to point to a decline in e-mail customer support from a variety of industry sectors. Is this a reflection of customer demand or the reaction of enterprises to the relatively poor customer satisfaction ratings given to e-mail support in general? As it turns out, email has real value for both the company and the customer if it is thoughtfully implemented and maintained.”
Back by Popular Demand!
A Smarter Agent Desktop: Discover the Advantages of Delivering a Personalized Customer Experience
– May 15, 2008
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A Smarter Agent Desktop: Discover the Advantages of Delivering a Personalized Customer Experience |
A smart agent desktop can make all the difference to the effectiveness of your contact center and the satisfaction of your customers. With it, you can empower your service representatives to deliver the best interaction every time—improving the customer experience and delivering significant productivity and cost benefits, as well as generating more revenue generating opportunities. Join SSPA’s Vice President of Technology Research John Ragsdale, and Shayan Sanyal from Amdocs on May 15th, 2008 in this live, 60 minute webcast and discover how to transform your contact center from a cost center to a profit center while creating a positive experience for your customers.
Driving Service Productivity:
Do you keep your economic benefits flowing?
– April 30, 2008
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Driving Service Productivity |
Over the past decade, service organizations in technology companies have been generally successful in their efforts to increase productivity. They have effectively harnessed technologies like knowledge management and web self-service, and also adopted “lean” business processes through the use of Six Sigma and other methodologies. In spite of their success, or perhaps because of it, service organizations are still expected to cut significant costs out of operations in each year’s business plan.
A Smarter Agent Desktop:
Discover the Advantages of Delivering a Personalized Customer Experience
– April 24, 2008
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A Smarter Agent Desktop: |
Join AFSMI’s Vice President of Technology Research John Ragsdale, and Shayan Sanyal from Amdocs in this live, 60 minute webcast and discover how to transform your contact center from a cost center to a profit center while creating a positive experience for your customers.
Selling the Service Experience
– March 26, 2008
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Selling the Service Experience |
Join Pim Bonsel, executive vice president of global research for AFSMI and our special guest speaker, Peter Manni, vice president North American client support services, Siemens IT Solutions and Services, for a practical discussion of how to identify and sell the aspects of your services that customers value most.
Revolutionizing Support with Web 2.0
– February 27, 2008
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Revolutionizing Support with Web 2.0 |
Learn how Web 2.0 technology can be leveraged to increase customer satisfaction and loyalty as well as cut operating expenses, and hear from an industry insider how to successfully launch online customer communities.
How One Organization Fosters Service Maturity and Global Consistency
– January 30, 2008
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How One Organization Fosters Service |
Join Pim Bonsel, executive vice president of global research for AFSMI and our special guest speakers, Charles O'Donnell and Steven Wu from Emerson Network Power, as we discuss strategies for achieving global consistency, the risks you will face, and unlock the keys to successful differentiation.
Increasing Field Service Productivity and Profits With Mobile Automation Tools
– December 13, 2007
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Field Service Productivity with |
Hear from AFSMI, Zebra Technologies and Motorola why it pays to be good at field service. Efficient field service companies have lower operating expenses, better productivity, higher SLA compliance and customer satisfaction levels, and capture more service revenue than their peers. Outstanding profitability is not all that sets best-in-class companies apart from their peers – they are also much more likely to use mobile computers and other mobility automation tools.
Employee Loyalty - November 27, 2007
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Employee LoyaltyThe transition from “break-fix” to a more proactive role in delivering customer value requires a new mindset and new skills from your services personnel. Learn how to retain and attract the “right” employee, and how to respond to loyal employees.
CRM Applications - October 31, 2007
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Hear findings from AFSMI research on the use of CRM applications and to understand how to build a service strategy that identifies your most loyal and profitable customers.
Shifting Sources – September 26, 2007
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Outsourcing, managed services and offshoring have become the mainstream strategic options for many corporations looking to cut costs, for quick ways to improve cash flow, or for a shortcut to new skills and technologies. This AFSMI Webcast helps you tap the true value of outsourcing by examining challenges that come with it and how to respond to them.
AFSMI Website Redesign Demo: September 5, 2007
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Significant website upgrades will include enhanced content sections and redesigned layout and navigation—be sure to attend to take advantage of this important members-only information resource. We’ll also give a preview of the speakers and topics that will fill this year’s S-Business World Conference.
AFSMI Advanced Programs: August 8, 2007
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AFSMI Advanced Program |
Familiarize yourself with our new Advanced Programs, including leadership training, organizational assessment and organizational certification.
AFSMI Benchmark Program: July 18, 2007
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AFSMI Benchmark Program |
Find out about the new Services Benchmark database that will allow corporate members to compare performance metrics with their industry peers. This on-line database tool provides real-time results for immediate actionability and priority-setting.
AFSMI 2007 – 2008 Research Agenda: Webcast held on June 27, 2007
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AFSMI Research Agenda |
Learn more about the coming research and publication calendar, and get an update on the Member Task Forces that are now being formed. Mike Davison, VP Member Programs, and Pim Bonsel, Executive Vice President of Global Research describe AFSMI’s member-driven research approach and present the expanded list of research and publication topics planned for members over the next year.
The New AFSMI: Webcast held on June 13 & 14, 2007
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The New AFSMI (Member Version) |
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The New AFSMI (Vendor Partner Version) |
Get an overview of the changes taking place at AFSMI, including new Individual and Corporate membership options as well as an update on the 2007 S-Business World Conference. Mike Davison, VP Member Programs, and John Schoenewald, Executive Director of AFSMI explain the new membership levels and prices available for individuals and corporations.
News & Updates
- Star Awards Submissions – Deadline Dec 31, 2008
- Las Vegas Presentations 2008
- Technology Services Europe 2009
- Technology Services World 2009
- Question of the Month
- All News Items
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