CRMXchange Webcasts Offer In-Depth Perspective on IVR, Running a Smoother Back Office and Small Contact Center Challenges
Harrison, NY (PRWEB) July 29, 2013 -- CRMXchange, the leader in free online educational events, has put together a schedule of four complimentary webcasts that delve beneath the surface, providing insight into the back office and how it affects the performance of contact center agents; practices for proper IVR and voice application design; and how small contact centers can overcome challenges to play big and deliver great customer service.
8/1 Make the Call Center Run Smoother with Back Office Performance Improvements – Presented by Enkata - Businesses understand that the performance of back office operations have a substantial effect on the performance of the call center, and ultimately customer satisfaction levels. Unfortunately, back office operations are not well equipped to make significant improvements in performance, particularly in work productivity and quality. In this session, we look at new technologies that can provide improved visibility into how back office workers work, and how that visibility can drive substantial gains in productivity and quality.
8/8 Average Phone Automation to IVR Sophistication – Presented by Genesys - The phone channel has long been the preferred communication channel to reach customer care representatives for as long as anyone can remember. More often than not, basic prompts, endless menu options and not being able to reach an agent are a thing of the past. It’s time to take average phone automation to IVR sophistication. Learn how to implement best practices for proper IVR and voice application design.
8/13 Small Contact Centers – Overcome Challenges and Play Big to Deliver Great Customer Service – Presented by Interactive Intelligence - The small contact center has unique characteristics, challenges and opportunities. However, the goal is the same as today’s largest centers: provide exceptional customer service, grow revenues, manage costs, and contribute to the company’s overall success. Learn how a small center can use its size and flexibility to stand out from the crowd and gain the customer service advantage. In this session, we’ll discuss the following specific to small contact centers.
Technology Showcase
8/15 How To Tame the Back Office for a Better Customer Experience – Presented by Aspect - The efficiency and effectiveness of the back office has a direct impact on the customer experience. What the back office delivers or fails to deliver can amplify a positive front office experience or completely negate its positive effect. Back office inefficiency has been shown to increase call volumes and drive up interaction costs from angry customers. By applying best principles of workforce and process management, organizations can ensure a holistically positive experience while minimizing negative front office interactions.
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. For more information, visit http://www.CRMXchange.com or contact Sheri Greenhaus at info(at)crmxchange(dot)com.
Sheri Greenhaus, CRMXChange, http://www.crmxchange.com, 914-301-9814, [email protected]
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