Montvale, NJ (PRWEB) June 30, 2012
More than 1,200 contact center managers and high level executives from around the world came together at the Contact Center Virtual Conference - Best Practices in Quality Assurance and Speech Analytics.
The state-of-the-art virtual conference, held June 14 -16, brought together call center executives worldwide to exchange ideas with peers and to learn from the experts about the major challenges faced by customer care professionals.
Industry experts on speech analytics and quality monitoring issues brought unique insights, answered questions, and provided a wealth of ideas on topics such as calibration and scoring, gathering intelligence from interactions, and the role of speech analytics in the contact center.
Maggie Klenke and Penny Reynolds, co-founders of the Call Center School, presented the first online book club where they discussed applying tips from the latest best sellers for quality improvements in the contact center.
Vicki Herrell, Executive Director of the Quality Assurance and Training Connection (QATC), led roundtables which included a host of sponsors including Aspect, AVOKE/Raytheon BBN Technologies, CallCopy, CXM, Enkata, NICE, Verint, VPI, and UTOPY.
Key presentations focused on KPIs-What to Measure and How to Measure It, Making QA Count, Customer Insight Metrics, Coaching with Style, and the Customer Effort Plan.
“This is my second time at this conference. I find the content to be excellent and the vendors to be very knowledgeable.” –Owen Duffy, Wells Fargo
The conference exhibit hall offered information about leading products and solutions. Attendees were able to download free whitepapers, articles, and watch demos. The exhibitors in the exhibition hall recorded thousands of document downloads.
Attendees learned what others were doing in their own contact centers, chatted with colleagues, posed questions to presenters, and offered their own insights in the online networking room.
“I thought this was wonderful because it was a great opportunity to "meet" and hear from a lot of vendors. I love that the PPTs are available to save for reference.” –Brittney Lima, Phonak LLC
The event, produced by CRMXchange and QATC, was fully interactive; and businesses could invite all customer-care professionals within an organization to participate—a benefit that would be unrealistic for an on-site conference. All sessions were recorded and available on demand for 14 days following the conference, giving those who were unable to attend the opportunity to view the missed sessions.
“We have seen a tremendous growth in the popularity of virtual events,” said Sheri Greenhaus, Managing Partner and co-founder of CRMXchange. “This event had 30% growth over last year.”
Up next—November 6 - 8—CRMXchange and Society of Workforce Planning Professionals(SWPP) will present a virtual conference focusing on Best Practices in Workforce Management and Performance Optimization. http://www.eCRMevents.com is the virtual conference platform of CRMXchange, which has been a leading source of information and ideas for contact center managers and executives for more than a decade.
Contact Sheri Greenhaus for more information at (201) 505-1743 or info(at)crmxchange(dot)com.