The Virtual Contact Center Conference-Best Practices in Workforce Management & Performance Optimization Delivers Strategic Solutions to Everyday Challenges

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CRMXchange and SWPP Industry-Leading 7th Annual Online Event Set for November 3rd – 6th

2014 Workforce Management and Performance Optimization Virtual Conference

"The continuing success of our virtual conference demonstrates the growing demand for quality education for high-level personnel that can be accessed without having to compromise daily responsibilities." Sheri Greenhaus, Managing Partner, CRMXchange

Cyber M@rketing Services (CRMXchange), in conjunction with the Society of Workforce Planning Professionals (SWPP), announced the schedule for their 7th annual Virtual Conference, which takes place November 3rd - 6th at The comprehensive Conference features in-depth presentations by leading authorities that provide solutions to critical issues that contact center executives and managers deal with on a daily basis, such as forecasting and planning, implementing meaningful KPIs and metrics and integrating back office personnel.

The Conference is fully interactive, with all seminars available at no cost. By enabling participation by all customer care professionals within an organization, the virtual event provides educational opportunities that would be unrealistic for any on-site conference to duplicate. All sessions are recorded and available up to 7 days after the event. This allows participants who are unable to attend any specific live webcast to benefit from all of the valuable information while adhering to their busy work schedules.

The November 2014 Virtual Contact Center Conference consists of two tracks: Workforce Management and Performance Optimization. Best practices will be the focus of in the schedule of 11 exciting live sessions conducted by recognized industry experts from SWPP as well as respected solution providers, including Aspect, AVOKE/BBN, inContact, Uptivity, Verint Virtual Hold Technology, and VPI.

The keynote speaker, Maggie Klenke, Founding Partner of the Call Center School will present, “Setting Strategic Goals for the Contact Center” on Monday, November 3 at 12 noon EST. Attendees will learn the 10 most common goals as well as find out how to make necessary trade-offs if these objectives create conflicts.

Vicki Herrell, Executive Director of SWPP will moderate three roundtables including the much anticipated “60 Ideas in 90 Minutes” Roundtable, which delivers a valuable idea almost every minute. This proven format offers useful tips from conference sponsors which participants can implement immediately after the conference. In addition to the roundtable, attendees can view on-demand demonstrations by leading vendors.

Additional sessions include:

How to Measure Contact Center Metrics that Matter with Performance Management - VPI
The Roles Availability, Context, Skill, and Channel Play in Optimizing Call Center Performance - VHT
Unlocking Great Customer Experiences with the WFM User Interface - Aspect
Improving First Contact Resolution: Create a Culture of Customer and Agent Satisfaction - Genesys
Expanding the Value of the WFM Team's Role - Verint
It’s Not The Agents’ Fault: Addressing Poor Customer Experiences by Analyzing the Whole Call - AVOKE
The Games Agents Play - inContact
Forecasting and Planning in the Contact Center Roundtable - Sponsored by Calabrio
WFM Beyond the Contact Center Roundtable - Moderated by Vicki Herrell, SWPP

Participants can chat with peers and presenters in the Networking Lounge, hear rapid fire ideas in the Roundtable, and find information on hot topics in the Exhibit Hall. Customer care professionals have a number of ways to obtain the latest product information. They can download product videos, press releases, and white papers to update their knowledge of everything needed to manage a contact center more efficiently.

Sheri Greenhaus, Managing Partner of CRMXchange, states “The continuing success of our virtual conference demonstrates the growing demand for quality education for high-level personnel that can be accessed without having to compromise daily responsibilities. It offers all the benefits of an on-site conference without the travel costs and time away from the office.” CRMXchange pioneered the development of virtual conferences for the contact center industry, and has organized and staged events since 2008. More than 1,600 attendees from all over the globe are expected to participate in the 2014 Best Practices in Workforce Management and Performance Optimization Virtual Conference.

CRMXchange is the premiere destination for information on relationship management solutions, including customer interaction best practices, CRM programs, training, and other valuable industry resources.

For more information about upcoming virtual conferences, visit,

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Sheri Greenhaus

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