CRMXchange January Webcasts Explore Workforce Management Issues, Virtual Agents, Headset Effectiveness

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CRMXchange, the leader in online educational events, announces a schedule of free January webcasts that help you to enhance your operational effectiveness.

For contact centers to operate at maximum, they must optimize all available resources. CRMXchange, the leader in online educational events, announces a schedule of free January webcasts that help you to enhance your operational effectiveness. The webcast schedule can be found on the CRMXchange webcast link.

1/8/15 Driving Customer Satisfaction through Agent Work-Life Empowerment– Workflex Solutions
Improving the customer experience is a top strategic focus and improving customer satisfaction, Net Promoter Score and/or Customer Effort Score are becoming top operational goals. A major driver of all of these metrics is the satisfaction of the contact center agents. Industry benchmark studies show that happier agents make happier customers. In this webinar we discuss the correlation between customer satisfaction and agent satisfaction, attrition and absenteeism and the key job satisfaction drivers for today’s Gen Y contact center agent.

1/15/15 Improving Digital Customer Service with Virtual Agent Software – IntelliResponse
Digital customers use multiple devices to go online; and they want answers to their questions with just a few clicks. How can organizations meet the needs of digital customers? With Virtual Agent Software, websites, mobile applications, social media channels and agent desktops can all be transformed by an engaging self-service virtual concierge. The virtual agent empowers customers to ask questions using natural language and delivers an effective and engaging online experience. Register to attend a live demonstration of Virtual Agent Software and learn how it can improve your organization’s online customer experience.

1/22/15 Do Headsets Matter? They Sure Do! 5 Ways to Save Money, Increase Revenue & Agent Satisfaction – Jabra
New research in four contact centers industries shows that wireless headsets make a measurable operations impact. Register now to learn how to increase agent’s performance….by just going wireless. In less than 1 hour, we will show how organizations were able to: Decrease average handle times and holds, Reduce the need for transfers, Increase average calls per agent per hour, Improve sales productivity and revenues.

1/27/15 Tech Tank - Workforce Management Roundtable Demonstrations – Aspect Software, Calabrio, inContact
Balancing agent resources with call and contact volume is a key strategic component for achieving call center efficiency. Without the right tools Contact Center managers struggle to achieve their objectives. The contact center industry has been refining the intricacies of forecasting, scheduling and intra-day adherence for many years in the voice channel. Join us to learn of dynamics of scheduling for the chat channel and learn of a simplified approach to the schedule creation process that dramatically reduces administrative efforts.

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

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Sheri Greenhaus

Sheri Greenhaus
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