CRMXchange June Webcasts Explore IVR/Self-Service Applications, Robotics, OmniChannel Performance and Chat

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CRMXchange, the leader in online educational events for the customer care/contact center industry, kicks off with a roundtable webcast that provides perspectives from three leading solution providers in the IVR/Self-Service space, and continues with guided expertise from subject matter specialists in three additional in-depth sessions.

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As more customers opt to take alternate routes beyond phone calls to communicate with businesses, it’s become more important for companies to examine their strategies for providing viable options. Improving IVR effectiveness and upgrading self-service to eliminate the need to repeat information and make it easier for customers to rapidly resolve issues is a vital first step. Ensuring that customers receive consistent service across all touch points, including the growing need for providing improved chat solutions, is also critical. Enterprise organizations also must assess bolder transformation moves, including the use of robotic automation.

These are the areas of focus in a series of four complimentary June webcasts on CRMXchange, the leader in online educational events for the customer care/contact center industry. The schedule kicks off with a roundtable webcast that provides perspectives from three leading solution providers in the IVR/Self-Service space, and continues with guided expertise from subject matter specialists in three additional in-depth sessions. Registration is available at

Thursday ,June 11 – Tech Tank - IVR, Self Service and Analytics presented by Aspect, Enghouse Interactive, West Interactive

The right IVR and self-service solutions improve the efficiency of the contact center by reducing call volume and giving agents more time to focus on interactions such as upsell and cross-sell. Nothing is worse than having to repeat oneself-- especially during the same call, when jumping from self-service to live service. The awareness of the need to provide continuity to help avoid repetition has recently grown, which led to the introduction of new technologies that help you track the customer journey.

Watch three demonstrations which will show how to deliver on consumer expectations for customer service that is smart, integrated, and tailored to meet their individual needs—across every channel.

Thursday, June 18 – Building a Bullet-Proof Business Case for Robotic Automation in the Enterprise – Presented By: OpenSpan

Hear the the latest findings related to best-in-class transformation initiatives underway in leading FORTUNE companies. Participants will also be guided through how to craft a comprehensive business case for leveraging automation within transformation projects, aligning operational and process improvements to monetized financial impact.

Tuesday, June 23 – Three Keys to Successfully Managing an Omnichannel Workforce– Presented By: Interactive Intelligence

Omnichannel, multichannel, whatever you call it, as the number of channels multiply, so does the challenge of managing your workforce. Regardless of how they contact your business they want to get prompt service, accurate information, and an easy interaction. In this second session of the Workforce Optimization Strategies for Excellence series, attendees will learn three keys to successfully managing an omnichannel workforce to deliver on those customer expectations.

Thursday, June 25 – Six Best Practices for Effective Chat Operations– Presented By: [24]7

Making chat work for contact centers has proven to be challenging. It was thought that concurrency would be as high as 3.0, that every chat session would equal a deflected phone call, and voice agents could quickly be re-trained to the chat channel. Unfortunately, none of these hypotheses turned out to be true. In addition to the strategy and technology required to maintain a successful chat program, effectively managing agent operations is extremely important. Join this webcast to hear six keys to delivering highly effective chat agent operations.

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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