CRMXchange Live Webcasts

10 Secrets to Boosting First Call Resolution - Best practices for Improving Satisfaction and Reducing Costs

Fri, 01 Feb 2013 05:02:55 EST

Join us as we explore the many reasons why contact centers should implement FCR as an essential key performance indicator (KPI), and discuss related challenges. You'll gain valuable insight, as well as real-world techniques for improving FCR

2 Ways Out of the Attrition Ditch

Wed, 15 May 2013 12:21:26 EST

It’s feasible to dig your contact center out of the attrition ditch. At 30 percent, the cost of recruiting, hiring, new hire training, productivity losses – not to mention your customers’ experience – is astronomical.

5 Ways to Deliver Brag-Worthy Customer Service in Your Contact Center

Wed, 09 May 2012 10:56:28 EST

When customers are unhappy about customer service, more and more of them are turning to sites like Twitter and Facebook to make those complaints public.

A Customer Experience SmackDown - People and Process vs. Technology Solutions

Fri, 24 May 2013 07:09:04 EST

In customer care, enough is never enough. As organizations look to retain customers and grow revenue, they are expanding the focus in the Contact Center from balancing cost reductions with customer satisfaction to putting greater emphasis on enhancing the customer experience.

A Totally New View into Agent Performance

Wed, 22 May 2013 10:41:35 EST

Capturing and analyzing the actions agents perform on their desktops, before, during, and after each call, gives contact centers an unprecedented visibility into performance.

An Innovative Approach to Quantifying Customer Effort

Wed, 12 Oct 2011 10:13:41 EST

Research has shown that the amount of effort it takes for your customers to interact with you is the best predictor of retention and re-purchase. It has a stronger correlation than customer satisfaction or likelihood-to-recommend scores. You can probably relate to this in your own life too. If your cell phone provider (or any other retailer) is difficult to work with, you’re more likely to check out the alternatives.

Applying Lessons from Emergency Service Centers to Commercial Call Handling

Mon, 10 Sep 2012 09:17:55 EST

Presented By: HigherGround Date: On Demand - Available September 7th, 2012 A study on what Contact Centers can learn from Public Safety In this webcast we’ll discuss the parallels of the modern day contact center versus it’s cousins in the 9-1-1 answering point and how lessons learned within public safet

AVOKE- Get the Whole Story by Capturing the Whole Call

Mon, 11 Mar 2013 11:08:44 EST

AVOKE Analytics captures and analyzes the entire customer call experience and process flow from start to finish. In this demo, you will see how this cloud-based solution delivers vital, easy-to-use information on everything that happens from the moment customers dial your contact number center until they hang up.

Best Practices - Real World Lessons and Stories about Contact Center Forecasting and Planning

Fri, 15 Mar 2013 08:33:56 EST

The one very cool thing about being in a position to speak to many contact center executives and analysts every year is that you collect great stories about business successes and failures.

Best Practices for Blending Inbound and Outbound Transactions in the Era of Social Media

Wed, 08 May 2013 10:40:17 EST

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.

Best Practices for Effective Contact Center Coaching

Fri, 09 Mar 2012 10:42:07 EST

In the contact center, effective coaching is crucial for driving change and performance improvement, yet supervisors and managers often don’t have the time to target the right agents with the most effective coaching topics.

Best Practices for Extracting Data for a Successful Speech Analytics Implementation

Tue, 30 Apr 2013 10:36:38 EST

Your contact center is a wealth of untapped business intelligence. You would like to analyze your customer interactions – and you want to take a big data approach due to its 360 degree view of the customer.

Best Practices for Taking Your QA Program to the Next Level

Wed, 21 Sep 2011 09:07:37 EST

Many organizations today are still using decades old quality assurance practices. In this session, we'll discuss best practices for taking your stagnant quality program to the next level. We'll look at the ways that technologies such as speech and desktop analytics, customer surveys and workflow automation can be used to greatly improve your QA program.

Best Practices for the Outbound Contact Center

Wed, 01 Feb 2012 12:19:46 EST

By some estimates, HALF of customers experiencing problems or frustrations will not contact you for help – and 60% of them will not do business with you again.

Best Practices to Inspire High Performance at Critical, Decisive Moments, of the Customer Interaction

Fri, 13 Jul 2012 11:27:36 EST

High-performing businesses excel in so many areas: they consistently outperform competitors, enjoy high customer satisfaction ratings, engage and retain employees, and realize bottom-line impact.

Breaking Call Center Rules - Find Time to Wow Customers

Tue, 31 May 2011 08:12:23 EST

Today’s call centers run like well-oiled machines, based on some well-established rules. However call center leaders are being asked to sign up to new requirements around customer experience goals such as First Call Resolution and Net Promoter Score. Is there a way to bend the rules and improve customer experience without sacrificing any of your hard-won efficiency gains?

Building An Analytics Business Case For Your 2012 Budget

Mon, 08 Aug 2011 11:29:28 EST

Budget season is just around the corner, so now is the time to prepare your justification for analytics. How will you frame the business need and business opportunity for your leadership? What expectations should you set for cost savings, reduced customer effort, and customer business intelligence

Calibration Makes Perfect - Excellence and Increased Customer Satisfaction through Calibrating Quality Evaluations

Thu, 01 Nov 2012 01:34:27 EST

Calibrating contact center quality assurance (QA) performance is a key practice for ensuring that you are delivering on your organization’s promise to provide excellent customer care and service.

Case Study - Leading Electric Provider Delivers World-Class Customer Service

Mon, 03 Dec 2012 10:41:36 EST

TXU Energy is the largest retail electric provider in a highly competitive, deregulated Texas market. To better serve their two million customers, the energy company wanted to power up their capabilities to interact with their clientele at any time and through any channel chosen by their customers.

Cloud-Based Contact Centers for Large Enterprises: Fact or Fiction?

Fri, 08 Jun 2012 12:28:46 EST

While the early adopters of cloud-based contact centers were small and mid-sized companies, the recent recession has changed market dynamics.

Contact Center Metrics - How Does Your Contact Center Compare to Your Industry Peers?

Fri, 03 Feb 2012 11:50:42 EST

Benchmarking your contact center’s performance against your peers is an industry best practice and an important part an overall improvement plan. You’re able to identify your strengths and weaknesses, and then take targeted actions to make your contact center more efficient, productive and competitive.

Contact Center Metrics, Contact Center Planning, and How Our Metrics Make Us Do Silly Things

Wed, 20 Mar 2013 11:07:46 EST

If you would like to rile up a contact center meeting, naively ask the group “Which is better, Service Level or Average Speed of Answer?” Now, step back and watch the fireworks.

Contact Center Reporting – Out of the Box or Outside the Box

Wed, 09 Nov 2011 11:20:35 EST

Contact centers rely on access to information about what is happening now and the ability to review what has happened. Contact Center reports and data provide the evidence of the effectiveness of a contact center. A comprehensive view into real-time and historical information can help you maintain service level agreements, identify trends, aid with staffing decisions, call out a group or an individual for a job well done, or perhaps identify where improvements are needed

Create a New Customer Conversation

Mon, 30 Apr 2012 02:36:26 EST

In this time of fierce competition and constant technology advances, how do you engage customers, increase their loyalty, drive new revenues, and do it all as cost-effectively as possible? You build brand advocates by creating new conversations.

Creating a Single Hub for the Multi-Channel Interactions in Your Contact Center

Thu, 27 Sep 2012 01:46:15 EST

Paul Stockford, President of Saddletree Research, explains the growing demand for multi-channel interactions. The latest research shows that, on the ranking of the top five technology solutions that will be evaluated by end-users for purchase in 2012, speech analytics ranked number one. And the industry continues to embrace text analytics, which is among the fastest growing adoption in technology solutions. Paul demonstrates how forming a hub of interactions across all channels, including social media, redefines the contact center analytics process, creating a holistic customer service center.

Customer Discusses - How Automated Testing Revealed a Potential Customer Experience Nightmare …and Helped Stop it Dead in its Tracks

Mon, 11 Mar 2013 10:47:33 EST

One of the fastest growing direct sales companies in the United States -- Ohio-based, direct sales fashion and accessories company Thirty-One Gifts -- recently replaced outdated and outgrown technology, due to their tremendous business growth.

Customer Experience Interaction Management For Next-Generation Contact Centers

Fri, 12 Apr 2013 10:12:07 EST

Presented By Michael Hentges, Chief Technology Officer, Digital DataVoice (DDV) Brian Hillis, Senior Manager, Applied Innovations, Avaya Emerging Products and Technology and Tore Christensen, Corporate Consulting Engineer, Avaya Speech and Self Service ON DEMAND AVAILABLE APRIL 11thSmartphones, tablets and

Customer Inspired Excellence - 12 Proven Strategies You Can Use

Fri, 24 May 2013 11:41:45 EST

One of the biggest challenges facing organizations is to balance critical and-at times-conflicting business objectives: maximizing customer satisfaction and increasing revenue, while minimizing the cost of delivering an outstanding customer experience.

Customer Satisfaction - How it Impacts Company Profits and How to Improve It

Fri, 28 Sep 2012 10:01:20 EST

In this Webinar, Terry Dean Redding of the CFI Group will discuss how the American Customer Satisfaction Index (ACSI) has convincingly demonstrated and quantified how customer satisfaction impacts company profitability. Then Terry will review the results from the 2011 Call Center Satisfaction Index Report and discuss the main factors that impact customer satisfaction in today’s contact centers.

Customer Service Has Changed, So Must Your WFM Strategy

Wed, 03 Oct 2012 01:05:05 EST

Workforce management (WFM) has been at the foundation of efficient contact center and customer care operations for decades.

Customer-Centric WFO in Action - Real-world Examples

Fri, 21 Sep 2012 11:41:57 EST

Organizations today are putting customer-centric workforce optimization (WFO) to work to not only transform their front-line customer service operations, but also to deliver greater value to customers across the enterprise

Delivering an Exceptional Customer Experience in the Social Era

Thu, 17 Jan 2013 02:44:51 EST

In this webinar CRM thought leader and analyst, Paul Greenberg will outline the technology and processes needed to build engagement with your customers at every stage of the customer lifecycle

Design Your Customer Community For Maximum Engagement

Thu, 03 Jan 2013 03:33:51 EST

Join Kim Celestre of Forrester Research and Matt Wallace from Volunteer Match as they talk about leveraging a customer community to drive engagement and provide an excellent customer experience.

Dispelling 7 Myths of Cloud-Based Contact Centers

Mon, 06 Aug 2012 10:21:29 EST

inContact’s Contact Center Analyst Webinar Series brings together leading analysts from Forrester, Ovum, and McGee-Smith Analytics to provide unbiased insight into the most critical issues around moving to the cloud.

Do You Really Know Why Your Customers Contact You - How to Get Actionable Information on Customer Intent

Wed, 31 Oct 2012 11:46:01 EST

Do you know the reasons why customers contact your business? If so, do you really trust that information enough to make critical business decisions?

Do You SoLoMo?

Wed, 03 Oct 2012 09:59:36 EST

Social, local and mobile (SoLoMo) marketing campaigns are no longer property of only cutting-edge brands – they are a must-have for businesses to be competitive.

Driving Relevant Business Insights From Social Media

Thu, 21 Feb 2013 11:14:27 EST

Organizations are just being immersed in the use of Social Media or may have been listening for some time but they are asking some key questions:
Where do I start? Where do I go next? Does it matter?

Elevating the Customer Experience through Advanced Reporting and Interaction Analytics

Thu, 27 Sep 2012 01:47:57 EST

Consumers have become more empowered and more vocal about the level of service they expect. For example, McKinsey predicts that in the healthcare industry, a shift to a B2C market--combined with less distinctive products--will make the consumer’s brand experience a primary purchasing criterion. In times like this, customer service has never been more critical to a company’s overall success.

Five Key Requirements to Eliminate Repeat Calls

Wed, 20 Feb 2013 04:07:23 EST

One sure way to irritate your customers is to cause them to make repeat calls. While contact centers have deployed a vast array of technologies and strategic initiatives designed to reduce and ultimately eliminate such calls, the problem still persists.

Five Tips to Dramatically Improving Employee Productivity

Fri, 20 Jul 2012 11:17:41 EST

Today’s employees are bombarded with information and have to make many decisions quickly—often while keeping customers engaged. In this webcast, you will learn how to help your staff overcome these challenges and dramatically improve their productivity

Forecasting and Planning Tips and Tricks

Fri, 15 Mar 2013 08:41:33 EST

Forecasting and planning have been described as an art; we believe that there’s a fair amount of science and mathematics that inform this art. In this session we’ll describe ways to make the art of planning truly an item to behold.

Forecasting Everything Important for Contact Centers - Volumes, Agent Shrinkage, AHT, and Now, Customer Experience

Wed, 03 Apr 2013 02:34:24 EST

We’ve all heard that forecasting is an art, and if it is, then why is there so much math involved?

Four Trends That Are Defining the Future of Customer Service

Wed, 17 Apr 2013 11:49:03 EST

Organizations that excel in customer service usually ensure that their agents, processes and technology are optimized to perform well at all times.

Future-proof Your Contact Center to Retain and Grow Your Customers - An Analyst Discussion

Thu, 15 Nov 2012 09:38:30 EST

Your customers will not wait for you to provide the customer experience they expect – they will simply look to a competitor who does. Right now, customers are demanding choice in how and when to interact with you (web, mobile, IM); continuity across channels so information does not have to be repeated; and the right answer the first time, every time.

Game Changing Strategies for At-Home Agents Model

Wed, 02 Jan 2013 01:51:14 EST

This webinar will offer an overview of the findings from Paul Stockford’s recent research on the subject and share trends in the at-home agent movement. We’ll also look at some of the unexpected benefits of having an at-home agent population, as revealed by survey participants.

Get the Most from Microsoft Lync: Transforming Your Contact Center or Help Desk into a Strategic Weapon

Thu, 10 May 2012 11:54:31 EST

Join us for Transforming Your Small Contact Center or Help Desk into a Strategic Weapon – an in-depth look at the challenges facing service centers with fewer than 100 agents, and how to leverage your investment in Microsoft Lync to unlock productivity and efficiency, reduce costs, and deliver an exceptional customer experience.

Getting Webcast Presence - Personal Communication Skills for Maximum Impact

Wed, 05 Sep 2012 03:59:25 EST

Join the this webcast for best practice tips and techniques that will help youprepare your personal communication skills for your next webcast.

Harnessing Big Data in the Contact Center

Thu, 25 Apr 2013 03:52:29 EST

Big data repositories across the enterprise can strengthen contact centers’ ability to achieve highest levels of customer satisfaction. Big data is particularly valuable when used to drive performance metrics that empower staff to focus on timely response to marketplace challenges and change.

Heard But Not Seen - Why You Can’t Ignore Your IVR Anymore

Wed, 26 Sep 2012 02:55:58 EST

When IVRs first came on the call center scene they were big and expensive, and got quite a lot of attention. Not anymore! Social service is now the new “it” trend. While your workforce demands continuous focus, your IVR is a server just sitting in a data center somewhere: out of sight, out of mind.

Higher Sales, Better Productivity, No More Cold Calls

Fri, 18 Jan 2013 10:35:24 EST

Is your lead generation strategy at an optimal level for your organization? We have the secret sauce to create an explosive sales pipeline! Join Aaron Ross, author of Predictable Revenue, and Ben Stein from salesforce.com to learn how you can transform your business into a predictable lead generation machine.