February Webcasts Explore Recording, Workforce Optimization, Analytics

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

CRMXchange - Gateway to Enhancing the Customer Experience

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 February webcasts that help to enhance your operational effectiveness.

WEBCASTS
2/12 Tech Showcase - Is 100% Call Recording Needed to Understand What’s Happening in The Call Center? - AVOKE
We’ve all heard the phrase “less is more” but how does it relate to capturing call recordings in the call center? One would think that gathering as much data as possible would be the best approach to understanding operational costs and customer experience. However, in actuality, this isn’t the case. Call center analytics is not about the number of calls recorded but the insights gathered from the data. This presentation discusses examples and results from customers who used 100% capture vs. sampling and discuss a methodology for capturing the representative sample of calls with the Avoke whole call analytics solution

2/17 Contact Center Guide to Success - 6 Ways to Enhance Contact Center and Customer Satisfaction in 2015 - 3CLogic and Envision
By 2020, customer experience will overtake price and product as the key brand differentiator with approximately 80% of executives expecting contact centers to play a key role in defining it. But, while the majority of companies say they deliver “superior” customer service, only 8% of customers agree. So where is the disconnect, and how can contact centers bridge the gap? Join this webinar and uncover the key challenges preventing contact centers from meeting customer expectations and 6 ways to address them.

2/18 2015 CX Trends and Innovations Embraced by Customer Experience Leaders – Mattersight and Guest Forrester Research
Join Mattersight and special guest as they discuss Customer Experience (CX) trends to watch in 2015 and innovations that are paying off for CX leaders. This webinar will highlight innovative approaches firms are taking to improve CX, including a deep dive look at personality pairing. Hear results of a commissioned study entitled “The Total Economic Impact of Mattersight Predictive Behavioral Routing”.

2/19 Roundtable - Analytics and Business Intelligence
Companies are looking for a guided approach to discover their most pressing issues and develop action plans to drive improvement. As organizations of all sizes recognize the limits of their legacy data capture systems, many are turning to new analytics solutions to make more sense of complex customer interactions. Learn how to leverage analytics to capture business intelligence from every customer conversation, which helps the contact center implement process changes, improve agent performance, and ultimately allow the contact center to capitalize on opportunities for improvement with more speed and agility.

2/24 How to Optimize Planning in Your Contact Center - Interactive Intelligence
Contact center managers know a “final” budget is never really final, because operations change constantly. Volumes and handle times are different than projected. Attrition is a tad higher. Senior management is even considering combining a few groups to “gain economies”. So how do organizations handle such changes? In this webcast we look at two key areas of the budget adjustment process.

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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