The Virtual Contact Center Conference – Best Practices in Workforce Management and Performance Optimization Set for November 2 - 4, 2011

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Cyber M@rketing Services (CRMXchange), along with The Society of Workforce Planning Professionals (SWPP), announce their annual Virtual Conference will begin November 2nd. The Conference features presentations by experts on issues that confront customer care professionals daily. The Conference is fully interactive and all customer care professionals within an organization are able to participate.

Best Practices in WFM and Performance Optimization

2011 Contact Center Virtual Conference

Virtual conferences have become major industry events. We offer all the major benefits of an on-site conference without the travel costs and time away from the office. Over 1,000 attendees are expected at this event.

Cyber M@rketing Services (CRMXchange), along with The Society of Workforce Planning Professionals (SWPP), today announced their annual Virtual Conference will begin November 2nd. The popular online Conference features presentations by experts on issues that confront customer care professionals daily. The Conference is fully interactive and all customer care professionals within an organization are able to participate, a benefit that would be unrealistic for an on-site conference

The November 2011 Virtual Contact Center Conference will consist of two tracks: Workforce Management and Performance Analytics. Exciting live sessions will feature best practices from leading industry experts from the Call Center School and SWPP as well as leading vendors , including Aspect, Enkata, Envision, injixo, Verint, and VPI.

Keynote speaker, Penny Reynolds, Founding Partner, The Call Center School, will present “Managing by the Numbers: Metrics That Provide True Pictures of Operational and Service Success”. This session presents several common contact center metrics and discusses how they should be reconsidered and adapted to truly be indicative of how the center is performing.
Vicki Herrell, Executive Director, SWPP will lead the crowd favorite “60 Ideas IN 60 Minutes Roundtables”. Given by conference vendors, these fast-paced sessions have attendees writing furiously as they try to capture an idea a minute! This format provides attendees with great tips to implement immediately.

Additional sessions include:

  •     The Performance Optimization Revolution Being Led by Analytics
  •     Staffing Challenges and Opportunities for Today’s Small Call Center
  •     The Fundamentals of Forecasting and Planning for Calling Cycles
  •     The Focused Few: Contact Center Metrics that Really Matter
  •     Scorecards are not Report Cards
  •     Mastering the Social Media Dialogue Through Workforce Optimization Best Practices
  •     Improving Communications for WFM Professionals: Closing the Information Gap Between Workforce Management and Call Center Agents/Supervisors

Participants can chat with peers and presenters in the Lounge, hear rapid fire ideas from leading vendors, and find information about hot topics in the Exhibit Hall. All sessions are recorded and available up to 14 days after the event. Customer care professionals can also get product demos, download product videos, and obtain product information, press releases, white papers, and everything needed to manage a contact center.

Sheri Greenhaus, Managing Partner of CRMXchange, states “Virtual conferences have become major industry events and make sense in the current economy. We offer all the major benefits of an on-site conference without the travel costs and time away from the office. Over 1,000 attendees are expected at this next event”. Since 2008, CRMXchange is the first and only company to offer virtual conferences for the contact center industry.

CRMXchange is the premiere destination for information on relationship management solutions, including: customer interaction best practices, CRM programs, training, and other valuable industry resources.

For more information about upcoming virtual conferences, visit http://www.CRMXchange.com, http://www.ecrmevents.com, or contact Sheri Greenhaus at (201) 505-1743.

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Sheri Greenhaus
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