Watch the On-Demand Webinar Series

COVID-19 Command Center Webinar Series

Duration: 45 Minutes Per Session

Tags:
Clarabridge Analytics
Customer Experience
Voice of the Customer

We hope you are coping well in these turbulent times. This special COVID-19 Command Center webcast series covers a range of timely topics designed to help you fully leverage your Clarabridge platform and the Clarabridge Professional Services team during this pandemic crisis.

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SESSION 1: Clarabridge COVID-19 Command Center Resources
ON-DEMAND: Please complete the form to view the recording

Based on the time criticality and tremendous inbound requests, Clarabridge has established a COVID-19 Command Center to help you best leverage our platform and expertise in this time of crisis. In this session, we will provide an overview of several industry analysis frameworks and associated templates available in CX Studio for monitoring and responding to the COVID-19 impacts.

Hear from Clarabridge experts Katie Costanzo, Vice President North America Professional Services, and Business Consultant Managers Ethan Thomson, Nour Al-Aameri, and Naairah Khawaja.

You will learn about the:

  • COVID-19 Master Category Model, recently released in CX Studio
  • Dashboard templates available for general and industry-specific tracking
  • Types of analysis happening across industries
  • Best practices for leveraging insights to inform response
  • Ways to engage with Clarabridge Professional Services team

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SESSION 2: Social Monitoring and Analytics in the Face of a Pandemic
ON-DEMAND: Please complete the form to view the recording

As companies pause their survey programs, CX teams are turning to social media for customer feedback about brand perception and customer sentiment during this crisis. Clarabridge has launched its own independent research initiative aimed at analyzing public social media and other pooled data for community insight and issue-related trends. In this session, you will have an opportunity to hear first-hand about the techniques and best practices involved with mining social media data.

Hear from Clarabridge experts Fabrice Martin, Chief Product Officer, and Nicole Martin, Business Consultant.

You will learn about the:

  • Analytics that Clarabridge has developed for its Social Pulse research series, which tracks trending topics, emotions and the impact of this crisis on consumer behavior across industries
  • Tips and techniques for leveraging social media as a source of insight during the pandemic
  • Value of adding Clarabridge Engage to your Clarabridge solution to streamline social listening

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SESSION 3: Digital Customer Care & Crisis Management
ON-DEMAND: Please complete the form to view the recording

One of the impacts of COVID-19 is that contact centers around the globe are rapidly relying more heavily on digital channels to service customers as their agent workforce transitions to a work-from-home (WFH) model. This new paradigm requires the rapid deployment of new operating procedures, team roles and scripts for agents as they shift to social media and messaging app channels (such as WhatsApp, live chat and SMS). In this session, you will learn how to use Clarabridge Engage to ease the transition to a Digital Customer Care model.

Hear from Clarabridge experts Emma Rose, Global Senior Director of Customer Success, Jeroen Borloo, Customer Success Manager, and Maria Finn, Senior Customer Success Manager.

You will learn how to:

  • Rapidly deploy and train agents on digital care capabilities across multiple contact centers and geographic regions
  • Use Clarabridge Engage’s Crisis Planning feature to ensure that agents’ messaging stays on-point
  • Leverage Clarabridge Engage to manage and track digital customer service teams
  • Integrate Clarabridge’s recently released COVID-19 category model to enhance case tagging, routing, and reporting

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SESSION 4: Closing the Loop with Customers through a Crisis
ON-DEMAND:
Please complete the form to view the recording

Understanding your customers’ wants, needs, behaviors, and emotions is critical during a crisis – and this means that companies must shift their approach to how they listen to, empathize with, and act on customer feedback. How well customers feel understood and supported by brands will make a lasting impression. Those companies that shift behavior, adopt an outside-in perspective, and adapt are poised to strengthen their bond, while those who don’t set themselves up for risk as the magnitude of these events wane.

Hear from industry expert Faith Adams, Senior Analyst at Forrester, and Sid Banerjee, Clarabridge Founder and Chief Strategy Officer.

Featuring:

You will learn:

  • Why and how to adjust your customer listening approach from being survey-led to relying more on conversational feedback sources (calls, chat, email, etc.)
  • Actions you can take as a result of mining customer interactions including product changes, workforce configuration, proactive communication and more
  • The impact COVID-19 has on face-to-face interactions compared to digital and contact center channels
  • Industry response – how have industries modified their operations based on COVID and customer feedback, concerns, and questions

 

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