CRMXchange’s Best Practices in Workforce Management & Performance Optimization Virtual Conference Delivers Strategic Solutions to Everyday Challenges

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Cyber M@rketing Services (CRMXchange), in conjunction with the Society of Workforce Planning Professionals (SWPP), announced the schedule for their 8th annual Virtual Conference, which takes place November 2nd - 5th.

2015 WFM Conference

“The ongoing growth of our virtual conference illustrates the need for quality education that is accessible to time-challenged customer experience leaders." Sheri Greenhaus, Managing Partner, CRMXchange

Cyber M@rketing Services (CRMXchange), in conjunction with the Society of Workforce Planning Professionals (SWPP), announced the schedule for their 8th annual Virtual Conference, which takes place November 2nd - 5th at http://www.ecrmevents.com. The Conference features in-depth presentations by leading authorities that provide solutions to key everyday operating issues faced by contact center executives and managers, such as scheduling and maintaining proper staffing levels, the evolution of WFM from the contact center to the customer engagement center, improvements in metrics that can be achieved by implementing WFO and performance management solutions.

The Conference is fully interactive, with all seminars available at no cost. By making it possible for all customer care professionals within an organization to participate, the virtual event offers a comprehensive educational opportunity that no on-site conference could duplicate. All sessions are recorded and remain available up to 14 days after the event. This allows registrants who are unable to attend any specific live webcast to benefit from all of the ready-to-use information while adhering to their busy work schedules.

The November 2015 Virtual Contact Center Conference has put together a four-day schedule of 11 thought-provoking live sessions conducted by recognized industry experts and respected solution providers, including Aspect, Calabrio, Call Design, CallMiner, inContact, NICE, Pipkins, Verint, VPI and Workflex Solutions.

In his 25+ years of experience, the keynote speaker, Patrick O’Dooley, has taken the podium over 2,000 times to address corporations and associations in all 50 states and 7 foreign nations. He is a successful business executive who has been recognized as a Certified Speaking Professional (CSA).the highest designation given by the National Speaker's Association. His address, entitled “One Down and the B.E.S.T. To Go - Your Plan for Motivating Yourself and Others, “ will offer several techniques that have proven effective in optimizing both personal and team performance.

The complete schedule of sessions includes:
Four Modern Trends and Practices to Optimize WFM
Case Study: RCN’s Journey Through Performance Management
How to Optimize Staffing Levels Through Agent Schedule-Change Empowerment
Focus on Agent Adherence – Roundtable
Be Purposeful with the Results Coming from Your WFO Team
Impact of Schedule Flexibility
Takeaways from the 2015 Contact Center Workforce Optimization Report
Team-Building Exercises for Your Workforce Management Team
The Math of Contact Center Scheduling

Vicki Herrell, Executive Director of SWPP will also moderate “Best Practices in 60 Minutes” Roundtable. This proven format offers useful tips from conference sponsors which participants can implement immediately after the conference. In addition to the roundtable, attendees can view on-demand demonstrations by leading vendors.

Participants can interact with peers and presenters in the Networking Lounge, and find information on hot topics in the Exhibit Hall. Customer care professionals can download product videos, press releases, and white papers to update their knowledge of everything needed to manage a contact center more efficiently.

Sheri Greenhaus, Managing Partner of CRMXchange, states “The ongoing growth of our virtual conference illustrates the need for quality education that is accessible to time-challenged customer experience leaders. Professionals at all levels can update their knowledge without having to compromise their daily responsibilities. It offers all the benefits of an on-site conference without any registration fees, travel costs or time away from the office.” CRMXchange pioneered the development of virtual conferences for the contact center industry, and has organized and staged events since 2008. More than 1,600 attendees from all over the globe are expected to participate in the 2015 Best Practices in Workforce Management and Performance Optimization Virtual Conference.

CRMXchange is the premiere destination for information on relationship management solutions, including customer interaction best practices, CRM programs, training, and other valuable industry resources. The Society of Workforce Planning Professionals is a membership association designed specifically to facilitate education and networking among workforce planning professionals in the contact center

For more information about upcoming virtual conferences, visit http://www.CRMXchange.com, http://www.ecrmevents.com.

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Sheri Greenhaus

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