Montvale, NJ (PRWEB) April 30, 2013
As companies recognize that delivering a better customer experience is a business imperative, they view their contact centers as the front line of customer engagement. The impetus is to provide exceptional customer service as well as to transition these operations from passive cost centers to proactive profit centers that contribute to the bottom line.
Optimizing contact center efficiency and responsiveness requires business leaders to stay on top of best practices and emerging strategies. CRMXchange, the leader in online educational events, announces a schedule of nine free May webcasts that focus on improving performance and developing a better understanding of the factors driving customer needs. All sessions begin at 1:00pm Eastern and are available for download after the live event. Links to all webcasts can be found on the CRMXchange webcast calendar.
May 2 – The Evolution of WFM Breaking Down Barriers to Excellence- Calabrio – WFM is the primary tool used by organizations to reach customer service goals and maintain agent adherence levels. Contact centers are now multifaceted organizations with highly skilled agents that have a significant impact to an overall companys health. A top-down only approach to managing contact centers is fast becoming outdated – decisions must come from all directions within the contact center. Case studies proving the positive results of the new wave of workforce management solutions will be presented.
May 7 – Best Practices for Blending Inbound and Outbound Transactions in the Era of Social Media DMG Consulting LLC and Five9 – Critical to the success of any contact center is the ability to balance agent productivity and customer satisfaction. Finding the optimal blend of staff, inbound and outbound interactions, and multi-channel capabilities requires a strong plan, best practices and the right technology. Industry experts will reveal best practices that can be used to expand service options and channels while vastly improving contact center cost dynamics.
May 9 – The Agent Lifecycle The Key to Exceptional Workforce Optimization- HireIQ – Workforce Optimization has been around for a while, yet attrition rates remain high and the financial, customer retention and agent performance costs associated with sub-optimal performance can be crippling. The webcast provides: The agent lifecycle model and how it impacts WFO How to create and maintain an effective hiring strategy for top WFO performance The five keys to exceptional WFO.
May 14 – Your Customer Has Choices Do They Choose You?- inContact – Customer experience is the frontier that provides the best chance for sustainable competitive differentiation. Companies have tough competitors vying for their business, and there are many ways for customers to tell others about bad experiences. The bottom line is – customers have more choice and more voice than ever before! Six tips to deliver a consistently excellent customer experience will be offered: three on stage strategies that impact direct customer interactions, and three behind the curtain process tips that help ensure customers are happy.
May 16 – Leverage Best Practices to Improve your QA Processes with Interaction Analytics- NICE – Why spend time and resources on inefficient QA processes, when you can significantly reduce the amount of time supervisors dedicate to find which calls to evaluate? Why coach your agents on different types of calls when you can provide them a fair and consistent evaluation criteria and process? In this webinar we will share success stories and best practices how the leaders in customer services leverage analytics to continuously improve quality assurance workflow by automating many aspects of this process from the selection of the calls to automated scoring.
May 21 – A Totally New View into Agent Performance – Enkata – Capturing and analyzing the actions agents perform on their desktops gives contact centers an unprecedented visibility into performance. Looking at individual agent work habits allows service organizations to understand in detail what makes agents different, and how each can be helped to optimize their individual performance. Digging deeper into after-call work helps pinpoint the best opportunities to lower handle times. Gaining these detailed insights into performance will enable an organization to drive significant improvements in both productivity and customer experience.
May 23 Customer-Inspired Excellence – 12 Proven Strategies You Can Use Verint- An interactive discussion where attendees will learn: How organizations are capturing and analyzing customer interactions, sentiments and trends across multiple channels Improving performance and optimizing the customer experience and which specific strategies have helped organizations deliver operational excellence across the enterprise – including contact center, back office, social care and branch.
May 17 – Improve Quality Assurance with Analytics and Workflow Automation – VPI- See a live demonstration that details how new QA solutions can take a company straight to what really matters delivering insight into critical business issues and opportunities to improve customer experience and boost revenue. Close the loop with powerful performance management that instantly boosts employee productivity and integrated E-Coaching that quickly closes agent skill and knowledge gaps.
ROUNDTABLE: Enkata, Intradiem, NewVoiceMedia, NICE
May 30 – Best Practices in Workforce Optimization – Meeting expectations for effective contact center operation requires the ability to hit a series of moving targets. Labor costs need to be controlled while world-class service is delivered on multiple channels. A continual goal is to drive increased first contact resolution while keeping AHT to a minimum. In addition, ways need to be found to manage and motivate better performance from front-line personnel, whether theyre on-premise, off-site or home-based.
About Cyber M@rketing Services
Founded in 1995, CRMXchange has long been recognized as a premiere destination on the Internet for the exchange of information and ideas on customer relationship management, sales, contact center, and telemarketing issues. With more than a 17 year partnership with industry leaders and analysts, CRMXchange has developed unique insights into the kinds of business intelligence and professional development programs required for successful contact center operations. And as a pioneer of the Internet, CRMXchange understands the profound role the web can play in the all-important arena of peer-to-peer communication. Known by our audience as the event site, CRMXchange has gained a reputation as an organization of experts in the hosting and marketing of webcasts and other online events.