Multi-Channel Virtual Contact Center Conference to be Held March 21—23

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Event to Focus on Best Practices in Creating Customer Loyalty-and-Retention Strategies - Presented by CRMXchange

"Money is tight and travel expenses are less likely to be approved. I was able to gather lots of information at no cost!!” Mary C.

CRMXchange, in association with Yankee Group and Vanguard Communications, will present a timely and compelling Multi-Channel Virtual Contact Center Conference March 21—23. The event will focus on best practices in creating customer loyalty-and-retention strategies.

Customers today are not only demanding better, more responsive service, they are insisting that it be delivered through multiple channels. Representatives are addressing customer issues, not just by phone, but by email, social media, instant messaging, mobile, and more.

There are many key issues affecting customer care organizations as they embark on a multi-channel journey. It is critical to their success that they implement a thoughtful and intelligently developed strategy.

The virtual conference allows contact center teams to participate in expert-led, live workshops without incurring travel costs or time out of the office. And, if the times and dates are not convenient for all those who wish to attend, all conference workshops will be available online to registrants for 14 days following the event.

As a special bonus, on March 23rd, Demo Day, attendees can watch product demos in the exhibit hall. They can also “meet” with vendors, download product videos, and obtain product information, press releases, white papers, and much more.

Participants can chat with presenters and peers in the virtual lounge, an exciting networking forum. Here, they can learn what others are doing, meet colleagues, pose questions, and share insights.

The conference’s keynote presentation, “Meeting the Multi-Channel Customer on His Terms,” will be delivered by Don Van Doren, principal and co-founder, UniComm Consulting and Vanguard Communications, and Elaine Cascio vice president, Vanguard Communications. They will discuss the trends in multi-channel customer interactions and the issues emerging from these trends. They also will offer realistic suggestions from their consulting work for ways companies can meet the demands of the multi-channel customer now and in the future.

Other conference presentations will cover:

  •     How to Unify the Voice of the Customer Across all Contact Channels to Maximize Contact Center Effectiveness and the Customer experience
  •     Power of Collaboration in Customer Engagement
  •     A Tale of Two Phone Calls
  •     What is Mobile Care – And Why Should you Care?
  •     A Blueprint for Your Social Media Journey
  •     Creating The Intuitive Self-Service Experience
  •     60 ideas in 90 minutes roundtable

Presenters will include: Joe Alwan, vice president and general manager of AVOKE Caller Experience Analytics, Raytheon BBN Technologies; Dr. Natalie Petouhoff, chief strategist for Social Media, Digital Communications & ROI; Jane Hendricks, senior product marketing manager, Aspect Software, Sheryl Kingstone, director, Enterprise Research, Yankee Group; and Patrick Nguyen, CTO, Voxify.

For more information about this or other virtual conferences presented by CRMXchange, contact info(at)crmxchange(dot)com or call 201-505-1743.

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Sheri Greenhaus
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