CRMXchange’s Best Practices in Workforce Optimization Delivers Strategic Solutions to Everyday Challenges

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Cyber M@rketing Services (CRMXchange), in conjunction with the Quality Assurance and Training Connection (QATC) and the Society of Workforce Planning Professionals (SWPP), announced the schedule for their first-of-a-kind Dual-Track Best Practices in Workforce Optimization Virtual Conference, which takes place June 5th – 16th

Workforce and Performance Management Virtual Conference

Workforce and Performance Management Virtual Conference

Cyber M@rketing Services (CRMXchange), in conjunction with the Quality Assurance and Training Connection (QATC) and the Society of Workforce Planning Professionals (SWPP), announced the schedule for their first-of-a-kind Dual-Track Best Practices in Workforce Optimization Virtual Conference, which takes place June 5th – 16th http://www.ecrmevents.com

The two week conference features in-depth presentations by leading authorities who can provide solutions to a broad range of everyday operating issues faced by contact center executives and managers. The first week focuses on QA and Analytics strategies such as driving a superior customer experience through consistent quality management and optimal use of call solutions. The second week explores key WFM and performance management initiatives, including scheduling and adapting to the need for a multi-channel workforce.

The Conference is fully interactive, with all online presentations 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 7 days after the close of the two-week 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.

This expanded Virtual Contact Center Conference offers 16 thought-provoking live sessions for workforce management and quality professionals. The sessions will be presented by recognized industry experts and respected solution providers: Aspect, Calabrio, CallMiner, inContact, NICE, Verint, and Workflex Solutions.

Two Dynamic Keynote Presentations:
-- Quality Assurance/Analytics Track: Ensure Quality & Drive Results With an Extraordinary Customer Experience presented by: Glenn Price, Senior Vice President and Global Head of Learning and Performance, TeleTech Consulting
-- Workforce and Performance Management Track: Finally! Here's the Answer To: What is the Industry Standard for…? Presented by Maggie Klenke, Founding Partner, The Call Center School
ADDITIONAL SESSIONS INCLUDE:
QA and Analytics Track:
•-Quality is a Contact Sport: Human Intelligence in an Artificial Intelligence World
•-Using Quality Management to Better Understand the Customer Experience
•-Going Beyond the Form - Roundtable
•-Recording, QA, Analytics – How to Tip the Scale in the Right Direction
•-4 Ways to Improve the QA Program to Drive Organizational Goals
•-Understanding the Voice of the Customer with Engagement Analytics – Case Study

WFM and Performance Track:
•-12 Instant Actions to Implement Tomorrow to Engage Employees in WFM
•-Increasing Agent Recruiting & Retention through Schedule-Change Empowerment
•-What You Need to Know about Omni-Channel Workforce Management
•-Focus on Real-Time Adherence Roundtable
•-Workforce Management 2020: Preparing for the Future
•-5 Drivers of Employee Engagement

Vicki Herrell, Executive Director of SWPP and QATC will moderate two “Best Practices in 60 Minutes” Roundtables. This format offers useful tips from conference sponsors which participants can implement immediately after the conference.

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

“Contact center responsibilities were typically handled by different departments. One team took care of quality assurance, another conducted training, and yet another created agent schedules. A disconnected approach no longer works in complex, omnichannel environments,” stated Sheri Greenhaus, Managing Partner of CRMXchange. “We’ve shaped this dual-track conference to encompass all aspects of Workforce Optimization. Participants can take advantage of 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 successful events since 2008.

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 live events, visit http://www.CRMXchange.com

The Quality Assurance & Training Connection (QATC) is a membership association created specifically for quality assurance and training professionals in the call center. The QATC Advisory Board provides leadership and directs many of their activities. The Board is composed of recognized call center leaders and industry experts. http://www.qatc.org

The Society of Workforce Planning Professionals (SWPP) is an organization devoted to facilitating education and networking opportunities among workforce planners across all industries. The Board of Advisors, composed of recognized call center industry leaders and workforce planning experts, provides leadership for SWPP and directs many of its activities.http://www.swpp.org

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Sheri Greenhaus

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