Sarasota, Florida (PRWEB) February 05, 2016
An increasing number of companies are now evaluating whether their agents have the right tools available on their desktop to rapidly resolve issues, as well as looking into adapting new quality management solutions that enable them to better understand customer analytics. Contact center leaders need guidance and support to find the most cost-effective methods of delivering effortless multi-channel service and taking the next step forward to better monitor and improve QM in their organizations.
CRMXchange, now celebrating its 20th year as the leader in online educational events for customer care/contact center professionals, announces a free February multi-sponsor Roundtable and a technology demo showcase designed to help bring managers and executives up to speed on the latest advances in these key areas.
Thursday, February 18, 2:00pm ET – Analytics and Business Intelligence – Roundtable Presentations by inContact, West and NICE
Customers expect a consistent, seamless and contextual experience when interacting with companies across multiple channels. While many companies recognize the importance of engaging their customers across channels, they find it challenging to link all the interaction data together for contextual insights that present a single view of the customer’s journey. Join us as we discuss best practices in analytics and business intelligence.
Tuesday, February 23, 1:00pm ET Tech Showcase - Advancements in Quality Assurance- Presentation by Aspect
Many contact centers have had their legacy recording and quality management solutions for 5 or more years, and in that time the technology has evolved significantly. User interfaces have become much simpler to learn and use. Speech Analytics has joined the fold as an extremely valuable enhancement to the quality management process. In this session, we will review the Aspect EQ Quality Management solutions and introduce you to some of these advancements and highlight the value it could bring to your organization.
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.