The Virtual Contact Center Conference - Best Practices in Workforce Management & Performance Optimization

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Industry-Leading Online Event Set for November 5-9

Cyber M@rketing Services (CRMXchange), in conjunction with the Society of Workforce Planning Professionals (SWPP), announced today that their 5th annual Virtual Conference will take place November 5th-9th. The popular Conference features in-depth presentations by leading authorities providing solutions to critical issues that confront contact center executives and managers daily.

The Conference is fully interactive, with all seminars available at no cost, enabling participation by all customer care professionals within an organization, providing educational opportunities that would be unrealistic for any on-site conference to duplicate.

The November 2012 Virtual Contact Center Conference will consist of two tracks: Workforce Management and Performance Optimization. Best practices will be the focus of exciting live sessions conducted by recognized industry experts from the Call Center School and SWPP as well as leading vendors, including Aspect, AVOKE/BBN, CallCopy, Enkata, Verint and VPI.

The keynote speaker, Maggie Klenke, Founding Partner of the Call Center School, will present, “Measuring Workforce Management Success: Results-Oriented Metrics”. This session is designed to provide step-by-step procedures required to analyze the current operation and processes of the contact center and most importantly, evaluate the results.

For the first time, the Conference will present two pre-conference workshops: “The Power of One” Training Session and “Call Coaching: Techniques for Shaping Call Techniques.”” Both of these on-demand sessions will be available November 5th.

In addition, the crowd-pleasing “60 Ideas in 60 Minutes” Roundtables will be presented twice, with individual sessions focusing on Workforce Management and Performance Optimization. Vicki Herrell, Executive Director, SWPP will lead these fast-paced sessions where conference vendors offer an idea a minute as attendees furiously take notes. This format provides great tips that can be implemented immediately.

Additional sessions include:

  • Lawsuits Just Waiting to Happen: Employment and Legal Issues for Today’s Contact Center
  • Any Agent Can Make A Mistake, But To Really Foul Things Up You Need An IVR
  • How to Accelerate Success With Real-time Performance Management
  • Creating High Performance Teams Through Insight And Engagement
  • Top Five Workforce Management Trends
  • Learn How to Achieve Dramatic Results by Aligning Your Contact Center and Back Office Workforce Management Trends
  • Taking Workforce Management to the Next Level
  • Mobile WFM Defines Success for Next Gen Contact Centers
  • Empowerment Without Compromise: Building a Working Customer-Centeric Culture in the Contact Center

Participants can chat with peers and presenters in the Lounge, hear rapid fire ideas from leading vendors, and find information on hot topics in the Exhibit Hall. All sessions are recorded and available up to 14 days after the event. Customer care professionals are able to get product demos, download product videos, and obtain product information. They can download 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 1,500 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, or contact Sheri Greenhaus at (201) 505-1743.

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Sheri Greenhaus
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