CRMXChange September Webcasts Focus on Improving Contact Center Operations and Specific Customer Experience Solutions

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Presentations Offer Insights on Increasing Customer Satisfaction, Reducing Customer Effort, Cloud Solutions, Optimizing Multichannel Performance, IVR and WFO.

Cyber M@rketing Services/CRMXchange, the leader in free online educational events for CRM and Contact Center professionals, announces a September lineup of high-interest webcasts providing strategic information and operational guidance.

Presentations Offer Insights on Increasing Customer Satisfaction, Reducing Customer Effort, Cloud Solutions, Optimizing Multichannel Performance, IVR and WFO.

Here is the September schedule:

Available Now -- Applying Lessons from Emergency Service Centers to Commercial Call Handling – HigherGround-A study on what Contact Centers can learn from Public Safety.’ Hear a discussion of the parallels between modern day contact centers and their “cousins” in the 9-1-1 answering point and how lessons learned within public safety can be applied to contact centers for increased efficiency.

Wednesday, September 12 -- Roadmap for Your Cloud-Based Contact Center – Echopass and DMG Consulting - You hear the constant buzz on the web and receive a steady stream of emails about all of the advantages of migrating to a cloud-based contact center solution – but what does that mean for you? How do you prepare your organization to make the move to the cloud and make a seamless transition to cloud-based applications such as ACDs, IVR, Dialers and other support programs? This webcast helps guide you through the process, advising on what to expect, and offering a clear picture of the resources required to set the stage for a successful implementation.

Thursday, September 13 -- Multichannel Performance Management - Making Every Interaction Count – Nexidia- More and more interactions are taking place with agents via channels such as email and chat. It’s time to add text analytics for a complete picture of your company’s agent and customer interactions, creating a global performance management program. Discover how adding multichannel interactions to your agent management will provide consistent quality measurement across all agents and all types of interactions, for both internal and outsourced agents.

Wednesday, September 19 -- Three Sure-Fire Strategies to Reduce Customer Effort – Enkata -Customer effort is an intuitive concept – the easier it is to do business with a company, the more satisfied its customers will be. The concept may be simple, but the reality is that many businesses struggle to implement operational strategies that actually reduce customer effort. This educational webcast will look at three effort reduction strategies proven to be effective, and help companies decide where to focus customer effort initiatives.

Thursday, September 20 -- Customer-Centric WFO in Action: Real-world Examples – Verint -Organizations today are putting customer-centric workforce optimization to work to not only transform their front-line customer service operations, but also to deliver greater value to customers across the enterprise. Learn how a leading commercial printer and a top provider of critical HR-related outsourcing services are using WFO within the contact center and back-office. Don’t miss the opportunity to learn how you can leverage WFO to drive greater customer centricity and inspire excellence in your own organization.

Tuesday, September 25 -- Heard But Not Seen: Why You Can’t Ignore Your IVR Anymore- AVOKE/BBN - Every customer hears your IVR and most dislike it. It may be causing customer frustration, making your agents work harder, and causing your satisfaction scores to deteriorate. Furthermore your IVR is mis-directing calls, causing avoidable transfers and repeat calls. Self-service is also underutilized because your IVR has trained customers to escape as soon as possible. It’s time to try something new and redirect your efforts to once again focus on your IVR. Learn key metrics to use for IVR performance management, benchmarking, and diagnostics. If you’re like most companies, you’ll save 15-20% in operations and pick up a few points in your survey scores.

Thursday, September 27 -- Customer Satisfaction - How it Impacts Company Profits and How to Improve It- UTOPY - The impact of a single bad customer experience can be felt much further in these days of “Social Customers.” That single customer will often complain about your company on Twitter, Facebook and other Social Media sites, spreading the impact much faster than ever before. This webcast discusses how the American Customer Satisfaction Index (ACSI) has convincingly demonstrated and quantified how customer satisfaction impacts company profitability. The presentation reviews the results from the 2011 Call Center Satisfaction Index Report and discusses the main factors that affect customer satisfaction in today’s contact centers.

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

About Cyber M@rketing Services
Founded in 1995, CRMXchange has long been recognized as a premiere destination on the Internet for the exchange of information and ideas on customer relationship management, sales, contact center, and telemarketing issues. With more than a 17 year partnership with industry leaders and analysts, CRMXchange has developed unique insights into the kinds of business intelligence and professional development programs required for successful contact center operations. And as a pioneer of the Internet, CRMXchange understands the profound role the web can play in the all-important arena of peer-to-peer communication. Known by our audience as the “event site,” CRMXchange has gained a reputation as an organization of experts in the hosting and marketing of webcasts and other online events.

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Sheri Greenhaus
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