Seventh Annual Virtual Contact Center Conference on Workforce Management/Performance Optimization Draws Over 1,400

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Cutting-Edge Web Sessions, Exhibit Hall and Networking Opportunities Highlight Event

2014 Workforce Management and Performance Optimization Virtual Conference

"This is a very popular event. Beyond their high interest in the live webcasts, attendees were active in the exhibit hall." Sheri Greenhaus, Managing Partner, Cyber M@rketing Services

Contact center managers and executives from all over the globe took advantage of the opportunity to learn about the latest WFM strategies and solutions at the 7th Annual Contact Center Virtual Conference - Best Practices in Workforce Management and Performance Optimization, November 3rd- 6th. The event, hosted by Cyber M@rketing Services (CRMXchange) and the Society of Workforce Planning Professionals (SWPP), attracted more than 1,400 attendees from 70 countries. Registrants represented a broad range of industries: financial services, insurance, health care, transportation, technology and many others.

The comprehensive conference program offered 11 presentations by leading authorities focused on critical issues that contact center executives and managers deal with on a daily basis. Among the topics addressed were implementing more meaningful KPIs and metrics to measure agent performance, advances in forecasting and scheduling, expanding the value of the WFM team by integrating back office personnel and improving first contact resolution (FCR) by creating a culture of agent satisfaction. Each of the in-depth online seminars offered drew an average of 650 registrants.

The fully interactive format of both the conference and the accompanying exhibit hall enabled organizations to have their entire staff of customer care professionals participate, which would be not be possible for any on-site event.

Post-conference survey comments from the registrants were overwhelmingly favorable. Attendees were enthused about the virtual nature of the conference and the exceptional educational experience it provided. They praised the outstanding content, the ability to build strategic knowledge and learn about new products in the marketplace at a free event which involved no travel or time away from the office. Participants appreciated the added convenience of being given access to slide decks prior to the live sessions, and also having all session recordings posted quickly on the conference site. Just under 100% of respondents surveyed rated the event “good to excellent.”

“This has proven to be the most popular virtual event we have done yet, both for industry professionals and suppliers.” said Sheri Greenhaus, Managing Partner of CRMXchange. “Beyond their high interest in the educational program, attendees were extremely active in the exhibit hall.”

The exhibit hall provided suppliers with a forum to present their ‘story.’ Distinguished sponsors -- including Aspect, AVOKE BBN, Calabrio, CallMiner, Genesys, HireIQ, inContact, Intradiem, Pipkins, Verint, Virtual Hold, VPI and Workflex Solutions -- displayed white papers, case studies, brochures and videos. On average, each vendor distributed information to 100+ visitors to their booths during the event.

About Virtual Conferences
CRMXchange pioneered the development of virtual conferences for the contact center industry, and has staged events since 2008. CRMXchange will produce three virtual conferences in 2015. The schedule begins in March with Shaping the Journey of the Connected Customer: Best Practices in Engagement and Personalization. In June, we offer Best Practices in Analytics and Quality Assurance and in November, the next Workforce Management and Performance Optimization Conference.

About CRMXchange
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 and other programs, visit,, or contact Sheri Greenhaus at 941-702-8389

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Sheri Greenhaus

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