Eighth Annual Virtual Contact Center Conference for Workforce Management/Performance Optimization Attracts Worldwide Audience

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More than 1,200 attendees from 70 countries participated in the WFM and Performance Virtual Conference, representing a wide range of industries--financial services, insurance, health care, transportation, technology and many others. Individual live webcasts averaged over 500 registrants.

2015 WFM Conference

Cyber M@rketing Services (CRMXchange), and the Society of Workforce Planning Professionals (SWPP) joined forces to host the recent 8th Annual Contact Center Virtual Conference - “Best Practices in Workforce Management and Performance Optimization”. The Conference, held online at http://www.ecrmevents.com from November 2nd – 5th, offered a series of 11 dynamic presentations delivered by top authorities focusing on key issues customer care executives and managers deal with on a daily basis.

More than 1,200 attendees from 70 countries participated in the event, representing a wide range of industries--financial services, insurance, health care, transportation, technology and many others. Individual live webcasts averaged over 500 registrants. There was widespread interest in thought-provoking sessions which provided strategic guidance in such areas as agent adherence, WFO Trends, identifying new technologies and techniques to optimize forecasting and scheduling, and how to optimize staffing levels.

The fully interactive format of both the Conference and the accompanying virtual exhibit hall enabled organizations to have their full complement of customer care professionals participate, which would not have been possible for any on-site event. Fifty two percent of the companies that registered for the event signed up two or more representatives; 12% had six or more people actively involved.

Post-conference survey comments from the participants were overwhelmingly favorable with nearly 100% of respondents rating the Conference “good to excellent”. Busy executives and managers continued to appreciate that they could benefit from a quality information program at no charge and with no travel involved, allowing all relevant personnel to share in the information presented. Participants appreciated the added convenience of being given access to slide decks prior to the live sessions, and also having all session recordings posted quickly on the conference site Among the survey responses received were “well-planned and well thought out”, “engaging sessions on a variety of relevant topics”, and “came away with new ideas that could be implemented immediately”.

“This has been the best well-received virtual event we have done to date,” said Sheri Greenhaus, Managing Partner of CRMXchange. “The exhibit hall gave vendors a unique opportunity to present their ‘story’, by displaying white papers, case studies, brochures and videos. Each supplier had an average of 130 visitors stop by their booths during the event. Professionals at all levels had the ability to interact with peers and presenters in the Networking Lounge, as well as update their knowledge without having to compromise their daily responsibilities.”

About Virtual Conferences

CRMXchange produces three virtual conferences per year: Journey of the Connected Customer in March, Quality Assurance and Speech Analytics in June, and Workforce Management and Performance Optimization in November.

About CRMXchange
CRMXchange is the premiere destination for information on relationship management solutions, including: customer interaction best practices, CRM programs, training, and other valuable industry resources. For more information about upcoming virtual conferences, visit http://www.CRMXchange.com, http://www.ecrmevents.com, or contact Sheri Greenhaus at 941-702-8389.

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Sheri Greenhaus

Sheri Greenhaus
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