CRMXchange Multi-Channel & Cloud Virtual Conference Delivers Cutting-Edge Strategies

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Enhanced educational program, expert faculty, and comprehensive information from major solution providers attract a global audience.

Drawn by an expanded educational agenda and a stellar line-up of leading authorities, a global audience of 900+ contact center professionals and high-level executives came together at CRMXchange’s 3rd Multi-Channel & Cloud Virtual Conference - Best Practices in Creating Customer Loyalty and Retention Strategies, which took place March 19-21.

The solution-oriented online event was extended to three days to meet the increasing demand for educational opportunities. More than 900 contact center professionals from 25 nations, including the United States, United Arab Emirates, South Africa, Israel, Spain, and China accessed the conference to learn how to create better connections with customers via more effective management of social media, live chat, text and Web interactions integrated with traditional voice and email channels.

A faculty of recognized experts provided unique insights. Sessions offered specific guidelines on improving multi-channel capabilities and deploying cloud-based solutions, detailing best practices and proven implementation strategies. Don Van Doren and Elaine Cascio, Vanguard Communications, delivered the keynote address on how to measure multi-channel success.

Sheryl Kingstone, Yankee Group, and social media analyst Dr. Natalie Petouhoff, were joined by leading solution providers: Aspect, AVOKE Analytics by Raytheon BBN Technologies, Five9, inContact, Interactive Intelligence, KANA, NewVoiceMedia, NICE, Oracle/RightNow Cloud Services, UTOPY/Genesys and VoltDelta.

Presentations focused on next-generation social media strategies, updating mobile service applications, building loyalty across all channels, tracking and reducing customer effort, and integrating work-at-home agents into the multi-channel environment. The virtual exhibit hall offered a wealth of information on breakthrough products and solutions. Attendees were able to download free white papers, articles, and watch demos.

As is the case with all CRMXchange Virtual Contact Center events, this conference was fully interactive. The online format enabled businesses to invite all customer-care professionals within an organization to participate—a benefit that would be unrealistic to achieve for any on-site conference. All sessions were recorded and remained available on demand for 14 days following the conference, giving those who were unable to attend specific live sessions the opportunity to view and listen to the presentations they missed.

The next event on the CRMXchange virtual conference schedule is Best Practices in Quality Assurance and Analytics, June 17th - 20th. This dynamic event is produced in conjunction with the Quality Assurance and Training Connection (QATC). 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.

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