As companies recognize that delivering a better customer experience is a business imperative, they see their contact centers as the front line of customer engagement. Optimizing contact center efficiency and responsiveness requires CRM/contact center managers and executives to stay on top of best practices, leverage emerging technologies and implement proven strategies for successful operations
CRMXchange, the leader in online educational events, announces a schedule of six free May webcasts that focus on improving agent performance and developing a better understanding of the factors driving customer needs. This includes a first-of-its-kind webinar for suppliers, resellers and VARs focused on how to establish and nurture effective technology partnerships. All sessions are available for download after the live event.
Tuesday, May 5 What is WebRTC? - 4 Ways It Will Change the Contact Center Industry- 3CLogic
Contact center professionals are starting to hear more about WebRTC (Real Time Communication). Market factors driving its progress include the continuing need of consumers to find easier, more effective ways to communicate with businesses. In fact, 6 Billion WebRTC supporting devices are expected to exist by 2019. But what is WebRTC? Why does it matter? And what will its impact be as it relates to customer interactions and the overall call center industry? This webcast will define WebRTC and explore its potential effect on contact centers.
Tuesday, May 12 Focus on the Core - Enabling the People Pillar – HP
Contact centers play a critical role in the customer journey. And there is much discussion on customer journey mapping, mobile app interactions, gamification, creating optimal workflow, customer lifecycle, etc. All of these are potential enablers that support a company’s Customer Experience Journey. With all of these new trends, it is easy to lose sight of the key basic core ingredient. THE AGENT is perhaps the most important pillar in the foundation of your contact center. Hear lessons learned; tips and advice to use within an organization to optimize contact center agents.
Thursday, May 14 Workforce Management Contact Center Metrics ( And how our choice of metrics, goals, and methods makes us do silly things) - Interactive Intelligence
It is often said that “you get what you incent”. Contact centers are metric-heavy operations, using a variety of measurements to track and assess service, efficiency, agent busy-ness and customer satisfaction. Strangely enough, the choice of metrics may incent some rather odd operational behaviors. Learn how metrics can be misused and how they can be improved.
Tuesday, May 19 How Customer Centricity is Transforming Contact Centers- InMoment
Companies are reengineering their business to build increasingly personalized relationships with customers, and tapping into big and small customer data to make better decisions across the organization. This webcast delves into the newest research by leading industry journals: Hear the way leaders define and measure success; Understand how they're addressing the challenges and opportunities of omnichannel; Discover the growing role contact centers are playing in informing better customer experiences, and making more strategic business decisions.
Thursday, May 21 - OmniChannel Implementation Best Practices- Interactive Intelligence
With the proliferation of digital channels and rising customer expectations, the stakes have been raised. Businesses that fail to provide consistent and contextual experiences across channels stand to lose customers and revenues. This webinar provides the “how to” for a successful omnichannel implementation. Learn best practices used by leading contact centers that have blended voice and digital customer contacts with measurable success.
Thursday, May 28 - The Protocols of Partnering - How to Establish Win-Win Relationships- Channel Maven Consulting and TreeHouse Interactive, Inc.
Developing effective partnerships has long been a vital software business strategy. Over the past few years, creating the right alliances has become more crucial than ever. Suppliers are increasingly inclined to capitalize on the value of reaching global markets without the need to open worldwide offices or add new layers to a centralized business structure. But company partnerships are much more complex and need to support emerging partner types along with traditional resellers. This webcast discusses what to look for in a potential partner, what are the key needs of the organization; and the right first steps are key to driving optimal results.
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.