Virtual Contact Center Conference To Be Held June 12-14

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Event to Focus on Best Practices in Quality Assurance and Speech Analytics

CRMXchange, in association with The Quality Assurance and Training Connection ( QATC) will present a timely and compelling Contact Center Virtual Conference – Best Practices in Quality Assurance and Speech Analytics, June 12 -14.

Quality programs are essential to the contact center. A quality assurance program provides organizations with valuable information for planning, training, and incentives to improve individual and team performance. As customers use a wide range of channels to contact companies, the quality assurance programs monitor performance across all channels, and capture business intelligence by tapping directly into your customer’s insight about your business.
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 those who wish to attend, all conference workshops will be available online to registrants for 14 days following the event.

As a special bonus, attendees can “meet” with vendors in the exhibit hall, 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, “Read Any Good Books Lately?-Applying the Latest Best Sellers for Quality Improvements in Your Contact Center” will be delivered by Maggie Klenke and Penny Reynolds, founders of The Call Center School. They will discuss five of their favorite business and contact center books. Attendees will hear ideas from these mainstream books with a unique contact center spin. They’ll walk away with new ideas about reshaping contact center strategy, looking at the numbers, coaching and recognition programs that motivate staff in a new way.
Other conference presentations will cover:

  •     The Customer Effort Game Plan
  •     Best Practices in Calibration and Scoring
  •     Intelligence from Customer Interactions: An Important Part of Quality Monitoring
  •     KPI: What to Measure and How to Measure I
  •     Making QA Count: Using Analytics to Focus on Business Outcomes
  •     Quality Driven Dynamic Decisions in the Social Enterprise:
  •     Coaching with Style - It’s Not Just What You Say, But How You Say It!
  •     60 Ideas in 60 Minutes - Quality Assurance and Speech Analytics
  •     Customer Insight Metrics
  •     A New Role for Speech Analytics, QA and Customer Surveys - Capturing Voice of the Customer

Presenters include: Joe Alwan, AVOKE/BBN Technologies; Oscar Alban, Principal Global Market; Verint; Michael Miller, VP Customer Strategy, UTOPY; Kathleen Schroeder, Product Marketing Specialist, Aspect; Greg Alcorn, Founder and CEO, GCS; Vicki Herrell, Executive Director, QATC; Fred Van Bennekom, Dr.B.A., Principal, Great Brook; Patrick Botz, VP Workforce Optimization, VPI

For more information about this or other virtual conferences presented by CMXchange, contact or call 201-505-1743.

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Sheri Greenhaus
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