CRMXchange’s Best Practices in Workforce Management & Performance Optimization Virtual Conference

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Cyber M@rketing Services (CRMXchange), in conjunction with the Society of Workforce Planning Professionals (SWPP), announced the schedule for their 9th annual Virtual Conference, which takes place October 31st – November 4th, 2016

Workforce and Performance Management Virtual Conference

Workforce and Performance Management Virtual Conference

“Professionals at all levels can bring their knowledge up to speed without having to compromise their daily responsibilities." Sheri Greenhaus, Managing Partner, CRMXchange

Cyber M@rketing Services (CRMXchange), in conjunction with the Society of Workforce Planning Professionals (SWPP), announced the schedule for their 9th annual Virtual Conference, which takes place October 31st – November 4th, at The Conference features in-depth presentations by leading authorities that provide solutions to the most critical operating issues that contact center executives and managers face on a daily basis, such as scheduling and maintaining proper staffing levels, making more informed decisions for the contact center, agent empowerment, gamification and performance management solutions.

The Conference is fully interactive, with all seminars available at no cost. By making it possible for all customer care professionals within an organization to participate, this proven virtual event provides a comprehensive, convenient educational opportunity that no on-site conference can duplicate. All sessions are recorded and remain available online up to 7 days after the event.

The organizers of the November 2016 Virtual Contact Center Conference have put together a schedule of 10 thought-provoking live sessions conducted by recognized industry experts and respected solution providers: Aspect, Calabrio, inContact, Interactive Intelligence, NICE, Pipkins, Verint, and Workflex Solutions.

With a doctorate in organizational communication and a coaching certificate, Dr. Janel Anderson, brings research-based techniques, along with a deep understanding of human behavior, to the audience. Her Keynote Address, “Questions Are the Answer: A Prescription for Fresh Perspectives” is scheduled for Tuesday, November 1 at 12 noon Eastern. Dr. Anderson puts people in the mindset not only to ask more questions but the right kind of questions to truly elicit what people think . . . not what they want to hear.

The complete schedule of sessions includes

Monday, October 31, 2:00 pm Eastern. Pre-Conference: Effective Scheduling for the Back Office & Blended Environment - Presented by Craig Seebach, VP Business Strategy, WFO, Verint

Tuesday, November 1, 12:00 pm Eastern. Keynote - Questions Are the Answer: A Prescription for Fresh Perspectives - Presented by Dr. Janel Anderson

Tuesday, November 1, 2:00 pm Eastern. Driving Performance through Actionable Insight & Agent Engagement - Presented by Dan Wolfgram and Carel Warfield, Aspect

Tuesday, November 1, 4:00 pm Eastern. Strategic Planning: A Better Way to Make Decisions in Your Contact Center - Presented by Ric Kosiba, Vice President, Decisions, Interactive Intelligence and Founder of Bay Bridge Decision Technologies

Wednesday, November 2, 12:00 pm Eastern. The Ins and Outs of Omnichannel Forecasting and Scheduling - Presented by Brian Spraetz, Senior Product Marketing Manager, inContact

Wednesday, November 2, 2:00 pm Eastern. Best Practices for Increasing Schedule Flexibility - Roundtable Sponsored by Calabrio

Wednesday, November 2, 4:00 pm Eastern. How to Transform Contact Center Agents into Active Workforce Management Partners - Presented by Larry Schwartz, Chairman and CEO of WorkFlex Solutions, LLC

Thursday, November 3, 12:00 pm Eastern. Gamification Made Easy - Presented by David Taliancich, NICE Solutions Executive

Thursday, November 3, 2:00 pm Eastern. Essentials of Staffing: Models and Calculations for Contact Center Staff; Sponsored by Pipkins, Presented by Penny Reynolds, Founding Partner, The Call Center School

Thursday, November 3, 4:00 pm Eastern. Best Practices in 60 Minutes; Presented by Conference Sponsors

This highly anticipated final session is moderated by Vicki Herrell, Executive Director of SWPP. The roundtable format of “Best Practices in 60 Minutes” offers a continuous flow of strategic guidance and tips from conference sponsors, which participants can put to work immediately after the conference.

Conference attendees can also interact with their peers from all over the nation and the world as well as ask follow-up questions of presenters in the Networking Lounge. Visiting the Exhibit Hall enables them to find emerging solutions and obtain the latest information on hot topics. Customer care professionals can download product videos, press releases, and white papers to update their knowledge of everything needed to more efficiently manage contact centers of all sizes and descriptions.

“The ongoing growth of our virtual conference demonstrates the need for quality education that is accessible to time-challenged customer experience leaders,” stated Sheri Greenhaus, Managing Partner of CRMXchange. “Professionals at all levels can bring their knowledge up to speed without having to compromise their daily responsibilities. It offers all the benefits of an on-site conference without the need to pay registration fees and travel costs or spend time away from the office.” CRMXchange pioneered the development of virtual conferences for the contact center industry, and has organized and staged events since 2008.

CRMXchange is now celebrating its 20th year as the premiere destination for information on relationship management solutions, including customer interaction best practices, CRM programs, training, and other valuable industry resources. The Society of Workforce Planning Professionals is a membership association designed specifically to facilitate education and networking among workforce planning professionals in the contact center environment.

For more information about upcoming virtual conferences, visit and

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Sheri Greenhaus

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