CRMXchange Announces October Customer Support Webcast Schedule

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The schedule includes a multi-sponsor discussion on innovations and trends, plus informational webcasts on chatbots, toll-free least cost routing, the digital experience and workforce training.

CRMXchange, celebrating its 21st 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 sessions, plus informational webcasts designed to help bring managers and executives up to speed on emerging strategies and proven best practices.

10/3 – Key Considerations for Selecting the Right Chatbot for Enterprise Customer Service – Nuance
Advancements in AI, machine learning, Natural Language Understanding and conversational technologies, coupled with consumers’ desire to self-serve through digital channels, is fueling widespread adoption of enterprise-ready chatbots for customer service.

The difference between rudimentary chatbots and enterprise-ready chatbots that work seamlessly with live agents to deliver fast, easy outcomes is like night and day. With customer loyalty and revenue at stake, selecting the right solution for your organization can make or break your customer service success. Join Nuance and Daniel Hong, VP, Research Director with Forrester, for a “Key Considerations for Selecting the Right Chatbot for Enterprise Customer Service” Webcast.

10/5 – Total Call Control with Toll-Free, Least Cost Routing – thinQ
Toll-free, least-cost routing helps organizations realize significant cost benefits. Enabling customers to call without added charges costs organizations money; high volumes of toll-free calls can impact the bottom line. Find out how a cloud-based routing engine can free businesses from being locked into one carrier and put multiple Tier-1 carriers in competition with one another.

10/12 – Roundtable – Innovations and Trends in Customer Service - CallMiner, inContact, Verint
Today’s customers not only expect to be able to connect with a company on whatever communication channel they prefer; they also want businesses to can maintain context throughout every phase of an interaction. Customers of all ages believe they’re entitled to consistent and personalized service. Learn how new trends are optimizing customer support.

10/19 – Transform the Digital Customer Experience – [24]7
Digital transformation. It’s disrupting every industry and impacting how organizations deliver a great customer experience. Companies that ignore it risk their very survival; but those that embrace it can dramatically improve customer satisfaction and drive greater value – without driving additional costs. Join this webcast and learn why digital transformation needs to be a focus in customer service.

10/24 – Managing Training: Who, What, and When! – Genesys
Traditional workforce management software has largely ignored how to manage agent training; training is usually “one size fits all."
To have an educated workforce, there are three critical elements: 1) Knowing the skills required to be a great agent; 2) Finding the skill gaps of each individual agent; and 3) Determining the best training schedule that addresses these gaps. Join us as we discuss methods for determining these training gaps and how to best integrate these gaps into a workforce management-approved training plan.

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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