CRMXchange Announces Contact Center Webcasts

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CRMXchange Webcasts to Examine Practical Applications of IVR/Self-Service Technology, SMB and Speech Analytics Solutions

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Keeping customers satisfied in today’s complex marketplace is a constantly evolving challenge. Faced with growing demand for more effective self-service options, companies need to upgrade their IVR systems and offer solutions that enable callers to resolve issues and complete transactions without connecting to a live agent. Small and medium businesses that wish to remain competitive must make strategic quality improvements in their customer service programs while organizations of all sizes can now take advantage of the opportunity to make more intelligent use of speech analytics data and employ real-time tools to evaluate performance.

CRMXchange, the leader in online educational events, announces its schedule of free webcasts for that focus on sharing best practices as well as demonstrating technological capabilities. 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.

Tuesday, June 17: Tech Tank Roundtable – IVR and Self-Service Demo – Presented by Aspect, Creative Virtual, and Nuance - The right IVR and self-service solutions improve contact center efficiency by reducing call volume and giving agents more time to focus on interactions such as upsell and cross-sell. For example, Intelligent Virtual Assistants (IVAs) can now answer many inquiries that formerly required live agents. To differentiate themselves, organizations must deliver on consumer expectations for customer service that is smart, integrated, and tailored to meet individual needs across every channel. Join industry leaders for a 60-minute demonstration roundtable and discover how the latest solutions can lower costs while increasing customer satisfaction.

Tuesday, June 24: http:// Boost the Quality of Your Customer Service - Best Practices for the Small to Mid-Size Contact Center – Interactive Intelligence - Contact center quality can make the difference between a customer becoming a vocal advocate or a vocal detractor. But how should small to mid-size contact centers approach quality programs? How can they balance the needs of different stakeholders? What needs to happen as new service channels are added? What proactive steps must be taken to resolve customer issues before they escalate? Join this live webinar to help uncover best practices and tactics large firms use successfully so small firms can fairly assess performance, encourage desired behaviors and improve quality and satisfaction.

Thursday, June 26: Maximizing the Use and Value of Speech Generated Data: First Findings to Root Cause Analysis – Nexidia - Speech analytics is a refined journey and the path that needs be taken to achieve results requires a company’s efforts to target specific business objectives while being data-driven and supported by technology that will fuel big data analysis and modeling. This webinar will outline the differences between early discovery and root cause analysis and will offer viewers insight around important requirements of their solution provider during each phase.

Tuesday, July 1 Technology Showcase - Real-Time Performance Dashboards, Scorecards, Reports – VPI - Want better visibility into contact center performance? Real-time contact center performance management software is quickly becoming the method of choice for measuring, sharing and improving metrics and KPI's faster than ever before possible. The days of providing managers and even agents with end-of-week or month performance metrics are coming to an end. Attend this live demonstration of VPI's real-time performance management software.

Registration is free for all events and can be accessed on the Featured Webcast section of the home page at

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.

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Sheri Greenhaus
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