Sarasota, Florida (PRWEB) January 08, 2016
As another new year gets underway, businesses need to redefine their goals for providing a superior customer experience to remain competitive. This may encompass evaluating whether their agents have the right tools available on their desktop to rapidly resolve issues, as well as adapting strategic WFM improvements that enable organizations to better align their agent resources with their evolving contact volume requirements.
CRMXchange, now celebrating its 20th year as the leader in online educational events for customer care/contact center professionals, announces a free January webcast and a Tech Tank multi-sponsor demo session designed to help industry leaders enhance their operational effectiveness.
Thursday, January 21, 1:00pm ET | Undiscovered Insights – Is Your Desktop Giving You The Information You Need?, Presented by HP
According to recent surveys, 82% of consumers state that quick issue resolution is the number one factor in a great service experience. Organizations hold the key to a quick resolution…right from the agents’ desktops. What is the most efficient way to access this data? Ensuring a great customer experience takes more than just a great agent – it takes a contact center that analyzes interactions to determine what’s working and what isn’t. A true understanding and measurement of agent workflow can help you ensure process compliance, understand how staff is executing work, and understand process inefficiencies.
Join this webcast to learn why the information gleaned from agents’ desktops have become a mainstream contact center necessity.
Tuesday, January 26, 2:00pm ET | Tech Tank Webcast: Workforce Management - Presentations by Calabrio, Interactive Intelligence, and Workflex Solutions
Balancing agent resources with call and contact volume is a key strategic component for achieving call center efficiency. Without the right tools in the ever more complex environment of Contact Center operations, managers struggle to achieve their objectives. Register and watch three dynamic demonstrations, which cover Workforce strategic planning, agent scheduling empowerment, and multi-channel workforce scheduling tools.
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. To view the full schedule of upcoming webcasts for the year and to register for individual sessions, visit CRMXchange.