Sarasota, Florida (PRWEB) October 05, 2015
It has frequently been said that “what people don’t know can’t hurt them,” but that cliché should never be taken seriously by leaders of any organization that is seeking to improve operating efficiency or enhance client interactions. There are numerous solutions available that executives and managers may not yet have heard about, or passed over without thoroughly evaluating their full capabilities. In short, there are applications now on the market that could be exactly what a company needs to resolve pressing day-to-day problems and improve long-term results.
CRMXchange, the leader in online educational events, is kicking off a new series of informational webcasts designed to spotlight previously unknown or overlooked solutions that could make an immediate and positive difference in the way companies do business. The first session, “Things You Need…But Don’t Know You Need…for Your Contact Center” will take place on Tuesday, October 13th at 2:00 pm Eastern. It examines an important adjunct to existing workforce management software and a potentially game-changing IVR testing and monitoring solution.Click here for details and complimentary registration.
In many cases, organizations that employ solutions to handle WFM tasks such as forecasting, real-time schedule adherence and performance management are still leaving critical gaps in their effort to optimize the workforce. These frequently overlooked areas include: 1) tracking all time worked, 2) tracking time worked by at-home agents and 3) efficiently managing planned and unplanned absences as well as extended and intermittent leave. Workforce innovation specialist Kronos – widely known for its WFM solutions in a variety of industries and now making a splash in the contact center space --will discuss how companies can control costs, manage compliance and better engage their agents to deliver excellent service.
Perhaps one of the thorniest ongoing pain points for any business is updating IVR applications. A caller's "first impression" of a company is often shaped by his or her interaction with the IVR, and dealing with an outdated, frustrating system creates a lasting negative impact on the customer experience. But while organizations need to make frequent changes in IVR applications, it has often been a tedious, manually-intensive process. Modifying an existing IVR can be a risky proposition when a company is not fully aware of how it was designed or does not know what changes have been made to it in the past by people who have moved on. Cyara, an innovator in automated customer experience testing, will discuss how businesses can effortlessly explore, map and document IVR applications, create their own test cases and continuously monitor critical functionalities.
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.