CRMXchange Announces April Customer Experience Webcast Schedule

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CRMXchange, celebrating over 1000 online webcasts and a 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 webcasts on Gamification, Workforce Planning, Data Management, OmniChannel, and Personas.

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4/11 - Learn to Effectively Apply Gamification in the Contact Center - GamEffective
Can gamification really move the needle on motivation and learning in the contact center? If so, what goals should we set and what results should we expect? Modern gamification uses digital motivation and engagement automation to drive both learning and employee motivation. Applying it won’t necessarily make agents more competitive, but it will make them more engaged.

In this webcast we discuss: - What is gamification and how it is most effectively applied in the contact center - How it can be used to drive learning outcomes and what their applications are at work - The benefits of deep gamification mechanics such as engagement automation and "betting on yourself."

4/12 - Tech Tank - Customer Delight - Live Demonstrations of Breakthrough Innovations - Presented By: UJET, NICE, and Jacada
The customer experience/contact center industry is a space where constant progress is the norm, making it an overwhelming task to keep track of the latest innovations. Get an inside look at emerging solutions that are already having a significant impact on the marketplace. Attendees will view demonstrations of the most advanced contact center technologies and see how they can help resolve ongoing issues.

4/17 - Capacity Planning Overview - Genesys
With good capacity plans, we can quickly provide complex what-ifs and we can use the capacity planning process as a way of managing contact center change. In this session, we will discuss: the importance of capacity planning, the four modeling steps required to develop great plans, pitfalls and tips gleaned from the best planners, and how to set up a solid planning process.

4/19 - Reduce Customer Effort and Improve Operations - VHT
The ideal omni-channel journey effortlessly recognizes and guides customers to the best outcome. VHT Navigator is a customer engagement solution that empowers the customer to get where they want to go while enabling your organization to navigate the experience in real-time and gather valuable details about your customers’ journeys. In this demo we will share how Navigator can help effectively bridge the gap between digital channels and voice.

4/26 - How to Drive Improved Business Outcomes with your Existing Customer Data - Verint
Most organizations have tons of data. The question is - Is the customer data used to drive CX and business change? Combined, cross-channel data can uncover hidden and meaningful insight which can increase revenue and decrease costs. Join this webcast to learn how to maximize the collected data and foster collaboration across the organization to tie in survey insights across all channels.

5/1 - No More Stilted Robotic Conversations: 5 Steps to Smooth Dialogue - Presented By: West
Most have had a ‘conversation’ with a robotic IVR that feels disjointed….maybe even awkward. This is particularly true with the rise of chatbots and other A.I. technologies. The question is: How to make customers feel comfortable and at ease when dealing with an automated system? Personas are an easy way to overcome that obstacle, allowing customers to stop thinking of the interface and really engage. During this webcast we will look at 5 actionable steps to start utilizing personas as part of the overall customer experience strategy.

We will look at: -- what personas are and why they matter--a process for developing personas-- a case study detailing how to implement personas, including examples of real dialogs.

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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