Sarasota, FL (PRWEB) March 28, 2014
For contact centers to operate at maximum efficiency in today’s fast-paced business environment, companies must optimize all available resources. Organizations need to develop a greater understanding of customer behavior and possess the capability to unlock insights that can be gleaned from existing transactions. Staffing has to be right-sized to cost-effectively handle load capacity at all times, calling up the need for more precise forecasting of ongoing workforce requirements. And to diminish unnecessary call volume, businesses must provide their customers with accessible, reliable self-service solutions.
CRMXchange, the leader in online educational events, announces a schedule of free April webcasts that focus on improving performance and providing a clearer perspective of all of the factors driving customer needs. All sessions begin at 1:00pm Eastern and are available for download after the live event.
Webcasts:
Thursday, April 17: Using Data-Driven Analytics to Unite Companies with their Customers- Nexidia - Most information about your customers’ experience is sitting closely within reach. Most likely this feedback is buried inside thousands of captured customer interactions. Join this webcast to learn how to uncover the behavioral events occurring in your customer interactions and understand their impact on your customers’ experiences as well as how to understand the importance of organizing and quantifying behavioral events and associating demographic and transactional data in order to draw correlations, discover trends and uncover root cause.
Tuesday, April 22: Contact Center Forecasting and Planning Tips and Tricks – Interactive Intelligence - Traditional workforce management systems focus almost exclusively on ensuring that your operation is nimble and efficient in reacting to day-of changes to your environment. However, if the process associated with forecasting week-over-week and capacity planning is sub-optimal, then the daily workforce management system will be starting with the wrong number of agents to begin with. In this session, we’ll discuss tips and tricks for forecasting and staff planning, determining your requirements and, more importantly, your hiring plans over time.
Roundtable:
Thursday, April 24: Roundtable: Best Practices in IVR and Self Service- Avoke, Genesys, IntelliResponse, Nuance - As contact centers are tasked with both reducing costs and improving customer service, organizations are seeking self-service solutions that can provide sound business benefits and improve the customer experience. Customers also have a growing desire to self-serve and they expect accurate, consistent and personalized information delivered no matter which channel they use to contact you. An intelligent self-service approach can ensure a consistent and seamless experience across all channels. Attend this roundtable to hear how interactions can be automated in a way that makes it easy for customers to navigate the service, complete transactions and access information across multiple channels.
Technology Showcase:
Thursday, April 10: Turn Agent Idle Time Into Proactive Customer Engagements - Virtual Hold- In this 30-minute webcast, you will see solutions that are enabling leading global brands to bridge the customer service gap between self-service and agent-assisted-service across multiple channels. These solutions are not only increasing customer satisfaction levels, but also improving contact center efficiencies at the same time. Learn how to turn agent idle time into proactive customer engagements, allowing you to realize more successful customer interactions. Customers spend less time on hold. Customer service across channels is intelligent, and consistent. Customers are happier, and so are your agents.
Registration is free for all events and can be accessed on the Featured Webcast at CRMXchange.com.
About Cyber M@rketing Services
Founded in 1995, CRMXchange has long been recognized as the premiere destination on the Internet for the exchange of information and ideas on customer relationship management, sales, contact center, and telemarketing issues. CRMXchange has developed unique insights into the kinds of business intelligence and professional development programs required for successful contact center operation. 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.