CRMXchange April Webcasts Explore IVR, Workforce Optimization, Business Intelligence, Risk

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CRMXchange, the leader in online educational events for customer care/contact center professionals, announces a focused schedule of free April webcasts, roundtable information presentations and Technology Showcase demo sessions designed to help industry leaders enhance their operational effectiveness.

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Finding new ways to increase customer satisfaction in an evolving marketplace is a multi-faceted challenge. In the face of constantly growing demand for self-service, companies need to upgrade outdated IVR systems and offer more responsive options that enable callers to resolve issues without connecting to a live agent. To remain competitive, businesses must also better define their goals for providing a superior customer experience. This may encompass a variety of strategic initiatives, such as creating and implementing a plan to improve workforce performance, using business intelligence and analytics tools to drive decision making processes, and working to eliminate technology silos.

CRMXchange, the leader in online educational events for customer care/contact center professionals, announces a focused schedule of free April webcasts, roundtable information presentations and Technology Showcase demo sessions designed to help industry leaders enhance their operational effectiveness. One of the highlights on the docket is a unique game-show format presentation in which participants can gain insights while engaging in friendly competition and taking advantage of the opportunity to win prizes.

WEBCASTS
4/9 Roundtable - Best Practices IVR and Self-Service Best Practices - Creative Virtual, IntelliResponse, NICE, IQ Services
As contact centers are tasked with both reducing costs and improving customer service, organizations are seeking self-service solutions that can provide sound business benefits and improve the customer experience. Today's customers are more connected than ever before and no longer want to be forced to self-serve through outdated FAQ lists, poor site search results or unresponsive IVR systems. By offering omnichannel help tools, organizations can meet the growing demand for quick, easy self-service options while providing a consistent, accurate and personalized customer experience across contact channels. Join this roundtable for best practice ideas.

4/14 Reducing Risk Through Advanced Compliance Management– Nexidia
Regulatory scrutiny and oversight have never been more intense than they are now. Newer legislation as well as high profile data breaches are shining a bright light on Compliance Management practices and programs. Breakdowns have resulted in huge fines and damaged the reputation of some companies. What can organizations do to increase the rigor of their compliance practices and reduce their risk? Join the Consumer Financial Protection Bureau (CFPB), Accenture, and Nexidia to learn how to enhance compliance practices, become proactive in risk mitigation, and profitably grow your high performing business through state-of-the-art interaction analytic capabilities and advanced compliance management.

4/16 Delivering a Winning Customer Experience with Workforce Optimization- Interactive Intelligence
Customers have expectations when they interact with business. The consequences can be severe if the business falls short. Service organizations struggle to understand what customers want and how to deliver the experience they expect. This webcast explores how WFO answers key questions like • How to determine the right customer experience goal for your company. • How to create and successfully execute your customer service plan. • How WFO can improve the customer experience.

4/21 Real-Time Performance Management Improves Contact Center Results– Inova Solutions
Join contact center analyst and expert Donna Fluss of DMG Consulting in discussing how real-time performance management differs from plain reporting and can dramatically improve your contact center’s results. This webinar will provide the best practices of contact center performance management (CCPM) and help you determine if it’s right for you.

4/23 http:// Technology Innovation Showcase: Business Intelligence and Analytics for the Contact Center - Presented By: VPI
Get a front row seat to a better tomorrow. Come see how VPI Intelligence provides everything needed to effectively manage customer experience. With this tool, there are no barriers to consolidating, analyzing and acting on operational performance, WFM, quality, and voice of the customer metrics. Make more confident decisions with clear, accurate information. Learn how VPI Intelligence can provide a dream dashboard.

4/ 28 Customer Experience-Game On! Can You Question the Answers?– Cisco
Test contact center expertise against other in this interactive adaptation of one of the world’s most popular game shows. Everyone’s a contestant in this exciting “answer and question” webcast format which will be a fun, fast-paced hour that reveals uncommon knowledge about how contact centers are supporting the shift to an overall customer experience strategy. Categories include: Customer Engagement - 4 mega-contexts with impact; Better Business Outcomes - 4 New Contact Center Adoptions; Moments of Truth - 5 ways to influence customer perceptions, attitudes & behaviors; Business & Technology Alignment - Practical suggestions for improvement.

4/30 Tech Innovation Showcase - Learn to Build, Manage and Administer your Call Center in Salesforce- Transera
Contact centers are forced to spend their time managing multiple silos of technology which leads to focusing on the mechanics of delivering customer service instead of the substance of delivering great customer experiences. The Transera Call Center App for Salesforce enables contact centers with the agility, efficiency and adaptability required to provide superior customer experiences that enhance customer loyalty and drive revenue growth. This webcast will demonstrate an in-depth demonstration and customer case study focused on how Transera delivers Unified Management Visibility, Agility and Control of the contact center.

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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