CRMXchange Slates Four High-Interest Contact Center August Webcasts

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Presentations Focus on Shaping the Multi-Channel Customer Experience and Improving Personal Communications Skills Plus A Roundtable of Industry Leaders

Cyber M@rketing Services Inc./CRMXchange, the leader in online educational events for CRM and Contact Center professionals, unveiled its August lineup of webcasts featuring topical presentations both by –and for – leading solution providers.

With demand for multi-channel applications growing exponentially, the month’s first two presentations provide important guidelines and in-depth analysis of how contact centers are using these capabilities to gather, process and better use information.

The third presentation provides valuable non-technical skills training that will benefit both vendors and end users alike. While the accepted truth is that “content is king,” presentation skills are a critical element in determining not only how a webcast is perceived but its success as an educational vehicle. This presentation helps fills the gap in formal presentation training that is often prevalent even in major companies.

And the final session of the month is the latest in CRMXchange’s popular series of roundtables, bringing together experts from three industry-leading customer experience management companies. They will exchange enlightening perspectives as they explore the varied and increasingly complex ways that their enterprise clients interact with customers.

Here is the August schedule:

Tuesday, August 7 - http:// Creating a Single Hub for the Multi-Channel Interactions in Your Contact Center – Nexidia - Multi-channel analytics provides an all-inclusive view of what is taking place in your contact center. New text and media mining capabilities distill your raw, multi-channel interactions into the information you need to transform your business. Now email, chat, surveys, social media and voice are channels available for analysis and discovery of intelligence that you can use to improve business processes and agent performance.

Paul Stockford, President of Saddletree Research, explains the growing demand for multi-channel interactions and demonstrates how forming a hub of interactions across all channels, including social media, redefines the contact center analytics process, creating a holistic customer service center.

Thursday, August 9 - Transforming Your Customer Experience - Adapting Your Contact Center for Multichannel Customers- West Interactive - Changing consumer behavior is forcing organizations to redefine the experience they deliver to their customers. Over the past two years, telephone use has dropped as consumers have embraced other communications technologies, such as mobile apps and mobile Web, chat and social media. These types of communication give consumers more voice than ever before, and companies that want to succeed are discovering that they must respond in two ways: by offering their consumers more and seamless communication options, and by improving their contact centers to ensure that they can respond to customers promptly.

West Interactive and Genesys commissioned Forrester Research to conduct a Technology Adoption Profile (TAP) to understand how customers use various channels to communicate with the contact center. Join this webcast where you will hear how contact center transformation allows organizations to overcome such challenges as they modernize their contact centers.

Thursday, August 16 Getting Webcast Presence - Personal Communication Skills for Maximum Impact – GettingPresence-Join this event for best practice tips and techniques that will help you prepare your personal communication skills for your next webcast! You’ll get a checklist to help you practice, build and deliver your own personal brand of executive presence, right away, by learning how you can improve your image and sound on webcasts.

Tuesday, August 21 – Roundtable Moderated by Vanguard Communications - Frontiers in Customer Experience Management- Aspect, Genesys, Siemens - How enterprises interact with their customers and support them are becoming much more varied and more complex. While voice, self-service, and email are still the dominant methods of customer interaction, new capabilities are emerging – mobile applications, social media, text messages, customer portals, and more. Also, new techniques are emerging for identifying and connecting to the best people or information to respond rapidly to customer inquiries and requests. These new capabilities enable innovative approaches that reduce costs and build customer loyalty.

All presentations begin at 1:00pm EDT. Registration is free for all events and can be accessed on the Featured Webcast section of the home page at For more information, contact Sheri Greenhaus, Managing Partner, at 201-505-1743

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Sheri Greenhaus
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