CRMXchange Summer Webcasts Explore WFM, Performance Management, Omni-Channel Optimization, Strategic Planning and FCR

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CRMXchange, the leader in online educational events, has put together a schedule of complimentary webcasts that delve beneath the surface. It begins the second week of July with a stimulating roundtable discussion bringing together four of the leaders in workforce manage.

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Complimentary registration for all sessions.

While summer has traditionally been a time for refreshing the spirit, there’s never a vacation from the continuously escalating demand for more responsive customer service. In the 24/7 world of contact center operations, managers and executives have a non-stop need for up-to-the-minute information on new and existing technologies as well as expert guidance on managing resources to achieve optimal performance.

CRMXchange, the leader in online educational events, has put together a schedule of complimentary webcasts that delve beneath the surface. It begins the second week of July with a roundtable discussion bringing together four of the leaders in workforce management to share best practices. Individual webcasts will also focus on forecasting and planning, performance management via agent enablement, and optimizing multi-channel engagement. An August roundtable will examine technologies and techniques to improve first contact resolution. All session recordings are available for download after the live event. Webinars include:

July 9 – Roundtable - Best Practices in Workforce Management – Call Design, Calabrio, Verint, Workflex Solutions
Agent engagement directly impacts everything ranging from the cost of running a call center to customer satisfaction. Frequently, the struggle isn’t so much in correlating the impact of agent engagement on operational metrics, but rather how to positively impact the issue and associated metrics. And as contact centers are increasingly dominated by "Millennial-Generation" agents, agent satisfaction is increasingly being linked to self-service scheduling or "work-life balance” empowerment. Gain new insight from four top industry solution providers.

July 14 - http:// Performance Management - The Secret to Enabling Your Agents - Aspect
Agent enablement is an often-overlooked topic in the contact center operational effort. It can be incredibly hard to learn how to be an effective agent – with many types of customer contacts, media and even internal applications to manage. Performance Management can be an essential tool in this process. This demo webcast will discuss how Performance Management can help agents understand organizational expectations, as well as measure their progress in meeting those goals. We’ll also look at the employee coaching process and how Performance Management can assist managers in their coaching effort – identifying areas to target and helping them to coach improvement in the process.

August 4 -How to Maximize Your Multi-Channel Opportunities & Increase Customer Satisfaction – Virtual Hold
Research shows that 72% of customers are frustrated with the inconsistent service they have received across multiple contact channels. In this 30-minute webcast, Virtual Hold Technology will demonstrate solutions that are enabling leading global brands to bridge the customer service gap between self-service and agent-assisted-service across multiple channels. Learn how to turn lower customer effort and how to leverage your customer data as part of the request to expedite FCR.

August 6, Roundtable - Best Practices in First Contact Resolution- NICE, OpenSpan, Virtual Hold, Voiance
First contact resolution (FCR) is properly addressing the customer's need the first time they contact your organization, eliminating the need for the customer to follow up with a second contact. Contact center managers need to carefully monitor follow-up inquiries — in addition to being an indication of customer dissatisfaction, follow-up contacts create an overall increased call volume which, in turn, requires more agents. Attend this roundtable to learn how you can improve FCR and reduce costs while also enhancing customer experience and satisfaction.

Tuesday, August 11 - Tips and Tricks for Successful Contact Center Forecasting and Planning– Interactive Intelligence
Workforce management has long been characterized as having the right numbers of agents available at the right time to service customers. This definition still applies, and now extends to strategic planning. Many companies subscribe to two areas to ensure they’re staffed appropriately, at all times: 1. To react successfully to the intraday management environment and day-of changes to scheduling, 2. To meet seasonal and changing service demands according to the strategic plan, make sure that the right number of agents are trained and available.

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