CRMXchange Schedule of Complimentary February Webcasts

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Learn Vital Issues in Optimizing Contact Center Operations

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As companies recognize that delivering a better customer experience is a business imperative, they view their contact centers as the front line of customer engagement. The impetus is to provide exceptional customer service as well as to transition these operations from passive cost centers to proactive profit centers that contribute to the bottom line.

CRMXchange, the leader in online educational events, announces a schedule of free webcasts that focus on improving performance and developing a better understanding of the factors driving customer needs. All sessions begin at 1:00pm Eastern and are available for download after the live event. Links to all webcasts can be found on the CRMXchange webcast calendar.

February 7 : Hiring for an Exceptional Customer Experience - Technology Showcase – HireIQ - Leading customer loyalty experts Bain and Company suggest that it can cost up to 7 times more to acquire a new customer than to successfully service an existing one. Are your agents driving your customers away? In this webcast, we will show how HireIQ’s novel analytics-driven recruiting and hiring solutions helps contact center companies greatly improve their agent hiring performance.

February 18: Unleash the Power of Voice Data in Your Contact Center - Calabrio, Inc. - Contact centers have hundreds, if not thousands, of customer conversations daily. Inside those conversations is a wealth of information which is often overlooked as a resource for understanding the true voice of the customer. The difficulty in understanding customers most often arises from the inability to access and analyze the data effectively. In this webcast we will share key insight into how business can leverage the big voice data in your contact center to better understand customers.

February 20: Best Practices in Analytics and Business Intelligence - Presentations from Genesys, NICE, Uptivity, Verint - As organizations recognize the limits of their legacy data capture systems, many are turning to new solutions to make more sense of complex customer interactions. While enterprises are focusing on collecting the voice of their customers, they need to find ways take these insights and transform them into action. Today’s analytics solutions drive business outcomes by allowing users to gain an understanding of interactions, and apply these knowledge to improve agent performance for the good of the customer experience. Join this discussion.

February 25: Bringing Your ‘A’ Game: Taking Your Contact Center from Good to Great– inContact - How do companies break away from the pack and stand out, as competition intensifies, products become commodities and pricing pressures become greater than ever? There’s only one winning strategy today, and it builds trust, loyalty and growth: A customer experience that is second to none. The solution? Cloud services that empower contact centers with speed, flexibility and agility to quickly gather, analyze and respond to customer insights across the many communications channels they’re using.

March 4: Small Contact Centers Embrace Disruption to Enhance the Customer Experience - Interactive Intelligence - We are in the midst of a new wave of innovation as major disruptive forces – cloud, mobile, social and analytics – are rocking the contact center world. Learn how small contact centers are embracing these disruptive forces to enhance the customer experience and gain the advantage.

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
since: 07/2008
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