CRMXchange October Webcasts Delve into WFO, Chat, IVR, WebRTC, Customer Loyalty, and Unearth the Contact Center Walking Dead

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CRMXchange, the established leader in online educational events, will present a series of seven complimentary events in October that will both explore progress and examine the practical use of WebRTC highlight lesser-known, yet valuable applications, discuss new methods of getting the best possible performance from front-line personnel and offer a research-based perspective on customer engagement and loyalty led by one of the most influential analysts in the industry.

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For a contact center to optimize its value to a company, its leaders must be fully aware of the most innovative solutions and be ready to adopt the ones that can make the greatest difference. They must know all about the latest technologies and techniques available on the market and be able to distinguish the ‘must-haves’ from the ‘nice-to-haves.’ With budgets still under restraints, organizations need to creatively deploy the most cost-effective applications while maximizing the value of their investments.

CRMXchange, the established leader in online educational events, will present a series of seven complimentary events in October that will both explore progress and examine the practical use of WebRTC highlight lesser-known, yet valuable applications, discuss new methods of getting the best possible performance from front-line personnel and offer a research-based perspective on customer engagement and loyalty led by one of the most influential analysts in the industry.

All times listed are East Coast. Contact center and customer experience professionals can obtain full details --and register for all sessions at no cost --by visiting http://www.crmxchange.com/call_center_webcasts.asp

Webcasts

Thursday, October 8, 2:00-3:00pm
Hitting Revenue and Cost Targets with WFO - Interactive Intelligence

For all companies, managing the bottom line is a top operational priority. As organizations grow and complexity increases, hitting targets becomes increasingly difficult. In this webcast, learn how to identify inefficiencies that increase costs or result in lost revenue. We will explore how workforce optimization (WFO) balances employee effectiveness and efficiency to optimize performance.

Tuesday, October 13: 2:00-3:00pm
Things You Need…But Don’t Know You Need….For Your Contact Center – Kronos and Cyara

It’s often been said that “what people don’t know can’t hurt them,” but that’s certainly not true for organizations looking to improve efficiency or enhance client interactions. Join this new series which spotlights solutions that could change the way organizations do business. Featured this month, Kronos will discuss how to control costs, manage compliance and engage contact center agents to deliver excellent service. Cyara discusses how businesses can explore, map and document IVR applications and create their own test cases.

Thursday, October 15: 1:00-2:00pm
Tech Show case - How WebRTC Resolves the Conflict of Increasing Customer Touchpoints while Decreasing Cost - Aspect

WebRTC can help lower the hurdle of getting in touch with a support or service center right within a website or app, while decreasing average handling time, improving first contact resolution, and bypassing tedious IVR systems. This session will explain what factors contact centers need to embrace to benefit from the new frictionless world of customer service in the mobile age. It will feature a demonstration of a typical eCommerce customer journey that involves live help woven into a self-service interaction on a website.

Tuesday, October 20, 1:00-2:00pm
Fear the Call Center Walking Dead – InMoment
Is a Zombie Apocalypse lurking at the doorstep of the contact center? Are your leaders constantly fending off a hoard of the Living Dead, carrying plagues of unresolved concerns, customer churn, underperforming agents, and inaccessible data? In this webinar, we identify some of these Contact Center Zombies, along with specific strategies and weapons to slay each one and prevent them from goblin up resources.

Thursday October 22, 1:00-2:00pm
Introducing a New Kind of Human Talent - The Digital Chat Agent [24]7 Digital Chat Agents

Contact centers everywhere are dealing with a convergence of changes: customers’ expectations; the rise of omni-channel engagement; and the ways that next-generation agents operate. This is reshaping assisted interactions into increasingly fluid, data-driven experiences. To help create seamless experiences for customers, your contact center will need a new type of human talent: Digital Chat Agents. Join to hear the 6 key attributes of Digital Chat Agents and how to identify, hire and train them.

Tuesday, October 27, 1:00-2:00pm
Customer Experience Myths and Service Slips – Verint Systems

Myths have a way of becoming more than they are. In this interactive discussion we will discuss some conventional wisdom and beliefs that may have a solid empirical basis, but are sometimes carried too far. Topics that will be discussed include exceeding customer expectations, net promoter score (NPS), courtesy and responsiveness, pricing, and root cause analysis.

Thursday, October 29, 2:00-3:00pm:
Roundtable - Best Practices in Engagement and Loyalty – Led by Hypatia Research Group with Bright Pattern, inContact and Sparkcentral

Enterprises now interact with and support their customer in ways that are constantly becoming more varied and increasingly complex. Customers, already suffering from extreme information overload, are receiving more than ten times as many messages per hour than they did just five years ago. Getting and keeping them engaged now requires a team of professionals rather than just one very overworked marketing specialist as customers expect that brands will interact with them through any channel of preference with both historical and contextual awareness.

Join Leslie Ament, Senior Vice President, Research & Principal Analyst, Hypatia Research Group as she discusses best practices and trends in multi-channel engagement that foster customer loyalty and enhance ROI. The presentation will feature conclusions based on HRG’s updated research study on customer trends.

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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