CRMXchange Webcasts Explore Analytics, Voice of the Customer, Cloud Contact Center

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The webcast schedule includes multi-sponsor demo sessions and a roundtable discussion on insights from data. All webcasts are free to attend.

CRMXchange, celebrating its 20th year as the leading online information resource for customer care/contact center professionals, announces a series of free educational events to address these vital issues. The schedule includes multi-sponsor demo sessions, and a roundtable discussion on insights from data. All webcasts are free to attend. The schedule is listed below.

November 30 - Record & Analyze Conversations to Gain VOC Insights - CallFinder
While 95% of company leaders claim improved customer experience as their number one strategic priority, many lack the means needed to make it a reality. Advancements in cloud-based speech analytics technology now provide easy tools for contact centers to convert agent-customer interactions into minable data. This data then provides actionable intelligence for immediate application -- which reduces operational costs and improves agent performance. Join us as we demonstrate how you can leverage information contained in agent-customer phone conversations.

December 8 - Roundtable - Actionable Insights from Data - inContact, BroadSoft, Verint
Many companies are swimming in a sea of data, but are often not properly positioned to access this asset to expedite and improve customer interactions. Organizations need to sift through unstructured data to locate critical business intelligence that can help them deliver the right information, at the right time, across every channel. When properly unified, multi-channel data can be analyzed to determine the relationships between the behaviors and attributes of customers and agents to first call resolutions, sales, and customer satisfaction and retention. Learn how to put your data to good use. How organizations use the data is what makes the difference.

December 13 - Tech Showcase: Customer Engagement Center in the Cloud – Aspect
Aspect Via eliminates the walls between departments and systems with native Interaction Management, Workforce Optimization and Self-Service capabilities, a common user interface (UI) for configuration and administration and shared real-time and historical reporting across all capabilities. All delivered via a single, all-in-one cloud platform, in an open SaaS architecture will be demonstrated.

About CRMXchange
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 http://www.crmxchange.com/call_center_webcasts.asp

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Sheri Greenhaus

Sheri Greenhaus
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