CRMXchange Announces May Customer Support Webcast Schedule

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CRMXchange, celebrating over 1000 online web events 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 topics such as Agent Culture, Digital, OmniChannel, Personas.

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 topics such as Agent Culture, Digital, OmniChannel, Personas.

5/1 - No More Stilted Robotic Conversations: 5 Steps to Smooth Dialogue- 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. Personas are an easy way to overcome that obstacle, allowing your 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 your overall customer experience strategy.

5/8 - Creating an Agent Experience Culture That Sticks- Sharpen

The American Customer Satisfaction Index has remained in the high 70% range...a stagnant C+. On top of that, agent turnover has reached peaks of 45% year-over-year. The core problem…poor agent experience. In this webcast we discuss: The three major components used to view the complete agent experience, common agent experience measurement barriers and pitfalls, 3 action items to begin improving agent experience in your own contact center.

5/10 - Roundtable - Digital Customer Service - IVR, Chat, SMS and VA - Aspect, NICE inContact, Verint

Companies are investing in solutions such as chatbots and intelligent virtual agents to augment the capabilities of customer service teams and reduce operating costs. Messaging, SMS and Facebook Messenger apps are rapidly gaining momentum. Join this interactive roundtable as we discuss best practices, case studies and solutions which provide the greatest potential to enhance customer relationships.

5/17 -Speech Analytics Demystified – Aspect

Speech analytics used to be considered a luxury in the contact center, partly because the technology is not well understood. However, the business case for this remarkable technology is inescapable. Contact centers struggling to increase revenue, reduce cost, improve interaction quality and ensure compliance should consider speech analytics as a solution. Join Aspect for a demonstration of how this technology works on real customer data and learn how you can enjoy great benefits throughout your contact center.

5/24 - The Reboot of Voice: Transform Customer Engagement in the IVR and Beyond- Nuance

With the rapid rise of IoT devices and AI-driven conversational experiences in the consumer realm, organizations must rethink the role of voice in a world where consumers want to engage through channels and devices beyond the phone. Now is the time for your organization to reevaluate the role of voice in your omni-channel customer engagement strategy. Join guest Art Schoeller, Vice President and Principal Analyst at Forrester Research, and Nuance as we explore advancements in AI fueling the development and evolution of conversational voice interaction.

5/31 - Guide to Balancing Customers’ Expectations with Operational Realities - VHT

Contact centers tackle the latest trends even with limited resources. The goal of any contact center today is to provide their customers with the personal touch in a digitally efficient way – and that means understanding customers, their channel choices, and their wants and needs inside out. In this webinar we’ll take a closer look at what today’s contact centers should consider.

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
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