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CRMUG Summit 2015 Content is nearly finalized.   Minimal updates may be made however through mid-September 2015.  

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Parafest [clear filter]
Wednesday, October 14
 

9:45am

Introduction to Service from Microsoft
In this session, attendees will gain insight into the business and consumer trends that are driving increased investment around self service and customer self service solutions. Attendees will learn how midmarket and enterprise customers have accelerated customer engagement and experienced measureable results across the areas of productive help desk, modern contact center, employee self-service and customer service. Learn how Microsoft is providing increased value through innovation. This is a great introductory session for customers interested in Microsoft's unified service offering.

Speakers

Wednesday October 14, 2015 9:45am - 10:45am
E2

9:45am

Multichannel Customer Service: Adding & Optimizing
In today's ever-changing customer service landscape, customers expect responsive service. Whether its mobile, social media, chat, email, phone or other emerging channels, consistently good service is a must.  Embracing a multichannel approach to your customer service is critical to ensuring  satisfaction, but where should you start? This session will provide an overview of best practices when implementing and maintaining a multichannel support environment and how Parature can be best leveraged to provide this experience.


Wednesday October 14, 2015 9:45am - 10:45am
E1

1:30pm

Next Generation of Customer Service
Come to this session to hear the exciting vision around the next generation of customer service and how Microsoft's service offering will lead when it comes to this innovation. For attendees looking at ways to go above and beyond their current offering to keep pace with the latest and even upcoming trends in customer service and customer engagement, this session is for you. This session is focused around "Parature by Microsoft" as part of Parafest at Summit, held simultaneously with CRMUG Summit 2015. 

Speakers

Wednesday October 14, 2015 1:30pm - 2:30pm
C4

4:30pm

Introduction to Service from Microsoft
In this session, attendees will gain insight into the business and consumer trends that are driving increased investment around self service and customer self service solutions. Attendees will learn how midmarket and enterprise customers have accelerated customer engagement and experienced measureable results across the areas of productive help desk, modern contact center, employee self-service and customer service. Learn how Microsoft is providing increased value through innovation. This is a great introductory session for customers interested in Microsoft's unified service offering.

Speakers

Wednesday October 14, 2015 4:30pm - 5:30pm
E2

4:30pm

Leveraging New Features in Parature
Learn about new features in Parature including unified portal, globalization capabilities, and more to help you better service customers and gain more insights into your service success.


Wednesday October 14, 2015 4:30pm - 5:30pm
E1
 
Thursday, October 15
 

8:00am

Extending Service Across the Enterprise
In this session we will review multiple use case examples for Internal Helpdesk, where the support team could be from Information Technology, to Human Resources, or to other internal departments that are responsible for supporting employees of the same company. We will explore a number of Parature features and configurations which are best used for Internal Helpdesk use cases. 


Thursday October 15, 2015 8:00am - 9:00am
E1

11:00am

Microsoft Dynamics CRM & Parature: Better Together
Come to this session to learn how leading brands and organizations are currently using Microsoft Dynamics CRM and Parature together to achieve a more productive, proactive, personalized and consistent customer experience. Learn how the use of these two solutions together creates a better view of the customer, better unifies sales, service and marketing, and works to increase customer retention and satisfaction. For those interested in bringing their CRM solutions onto a single platform and creating a next-generation customer experience, this session is for you.

Speakers
avatar for Diane Biesecker

Diane Biesecker

Senior Manager of Customer Experience, nTelos Wireless
In 2014 my team at nTelos Wireless implemented Case Management in CRM with an integration to Parature Knowledge Base. I have a long and diverse history of process improvement, with primary focus on Customer Support and Customer Experience. I am also a Six Sigma Master Black Belt... Read More →


Thursday October 15, 2015 11:00am - 12:00pm
E1

2:00pm

Achieving Greater Customer Service Maturity
Wanting to calculate your customer service ROI, but don't know where to start? Looking to add additional customer service channels or create a stronger and more successful customer service offering? Nucleus Research Vice-President Rebecca Wettemann focuses on helping organizations establish and validate customer service strategies, as well as achieve greater ROI through increased customer service maturity. Attend this session to learn the steps to greater and sustained customer service success.


Thursday October 15, 2015 2:00pm - 3:00pm
C4

3:15pm

Interactive Discussion: Customer Insights on Empowering Service & Satisfaction
Join an all-star lineup of industry analysts including "the godfather of CRM" Paul Greenberg, ThinkJar Principal and Founder and former Gartner analyst Esteban Kolsky, and Nucleus Research Vice-President Rebecca Wettemann for a moderated panel where these esteemed thought leaders share what customer-focused brands and organizations are doing right to set them apart from and ahead of the pack. This is a must-attend session for all attendees as customer-centricity continues its climb as the last great brand differentiator. This session is focused around "Parature by Microsoft" as part of Parafest at Summit, held simultaneously with CRMUG Summit 2015. CRMUG attendees are welcome to join if room is available.


Thursday October 15, 2015 3:15pm - 4:15pm
E1

4:45pm

Knowledge for Customer Service: Measuring & Improving
KCS (Knowledge Centered Support) is a widely recognized best practice for capturing and reusing knowledge as integral part of service. Some of its key principles include creation of knowledge content within the workflow of solving problems and evolving content based on demand and usage. This session will provide an introduction to the concepts and benefits of KCS as well as organizational adoption and measurement strategies. This session is focused around "Parature by Microsoft" as part of Parafest at Summit, held simultaneously with CRMUG Summit 2015. CRMUG attendees are welcome to join if room is available.

Speakers

Thursday October 15, 2015 4:45pm - 5:45pm
E1

4:45pm

Reinventing Field Service with Cloud and IoT
More efficient field resources enhance total value and create new revenue generating opportunities while building loyalty and trust. Learn how FieldOne, from Microsoft will empower your business to execute a field service management strategy that drives business growth as well as enhance operational efficiency and effectiveness.  

Speakers

Thursday October 15, 2015 4:45pm - 5:45pm
E2