Forecasting, WFO, Business Transformation, Performance Improvement and QA Featured in October CRMXchange Webcasts

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The October schedule of complimentary webcasts on CRMXchange addresses vital contact center topics and provides insights into best practices in adapting the enterprise to better meet customer needs.


As businesses continue to turn to their contact centers as the key interaction hubs for engaging customers, center managers and executives have become more proactive in seeking cost-effective solutions. Accurate forecasting, finding new ways to serve customers better at reduced operating costs, monitoring agent quality and providing benchmarks for optimal staff performance are all critical factors in contact center success.

The October schedule of complimentary webcasts on CRMXchange addresses these vital topics in detail and also provides insights into best practices in adapting the enterprise to better meet customer needs. CRMXchange, the leading resource for online contact center management educational events, offers presentations by the most respected solution providers, end users and industry analysts. All sessions begin at 1:00pm EDT and are recorded. Register for the webcasts on the CRMXchange site:

Webcasts include:

Thursday October 3 - Real World Lessons and Stories about Contact Center Forecasting and Planning - Presented by Interactive Intelligence. A revealing look at how small planning mistakes have led to full-blown service catastrophes for some very well-known businesses. Find out simple things planners can do to ensure that such disastrous results don’t happen on their watch.

October 8 - Technology Innovation Showcase
Strategies and Tools for Improving Forecasting and Scheduling Effectiveness- Presented by Teleopti. This live demo will explore the tools and strategies for improving your forecasting and scheduling effectiveness for social media channels, and demonstrate processes that increase your capability to respond quickly and efficiently to unexpected workload variations in the contact center.

October 10 - Workforce Optimization – Are All Solutions Created Equal? – Presented by Verint, DMG Consulting - WFO solutions offer varying levels of functionality and value, often making selecting a solution, cumbersome and confusing. In this webcast, analyst Donna Fluss will present the important factors to consider in deciding to select and use a WFO solution. In addition, Alison Avery of Altair Eyewear will discuss how her company has successfully deployed a unified WFO solution across their contact center and back office operations, and the measurable benefits they received across their enterprise’s customer serving departments.

October 17 - Aligning the Enterprise to the Needs of Your Customers – Presented by NICE Systems. Customer experience is not just a department within the enterprise, it is a guiding principle that drives the culture of a company to deliver a better experience to customers. This webcast will explore best practices and transformation methodologies for shifting the direction of a business and driving it by the Voice of Customer.

October 24 –http:// Quality Assurance Roundtable: Aspect, CallCopy (Uptivity), Verint, VPI.
While call center quality assurance has traditionally focused on monitoring and improving internal agent quality and compliance, solutions have been expanded to help uncover valuable insights to improve business operations and customer satisfaction. This roundtable will offer valuable perspectives ranging from: using analytics to drive voice of the customer programs, designing QA evaluation forms, normalizing calibration, outlining best practices in representative sampling, and using the capabilities of next generation QA solutions to automate low-value, time-consuming tasks.

October 29 - Laggard to Leader - Using Benchmarks to Guide Your Center's Performance Improvement Process – Presented by inContact, The Call Center School. Learn how to use benchmarking information wisely to define success and move towards best in class performance. This webcast will provide an unbiased perspective for determining operational effectiveness in the contact center through benchmarking.

About CRMXchange
CRMXchange is the premiere destination for information on customer relationship management solutions, including customer interaction best practices, CRM programs, training, and other valuable industry resources. For more information, visit or contact Sheri Greenhaus at

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Sheri Greenhaus

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