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Event Calendar
CRMXchange recommends the activities below for all call center and CRM professionals.
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Webcasts
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Conferences and Exhibitions
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March 2010
2
Less is the new more in 2010: Best practices for spending less time and money to deliver outstanding contact center results
- Presented by KnoahSoft
Join this webcast as we discuss the contact center trends and technologies that are helping managers save money and time.
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4
How to Significantly Reduce Handle Time By Leveraging Agent Desktop Data
- Presented by Enkata
Paul Stockford of Saddletree Research and Ron Hildebrandt of Enkata will explore how agent desktop activity can provide a gold mine of data that can help identify exactly why your best agents are best so you can share these best practices for immediate performance gains.
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9
Earning Raves For Your IVR: Best Practices in Building a World-Class Voice Application
- Presented by Angel.com
Join Angel.com to learn more about the Caller First Bill of Rights and how to put your callers first. This is not a hard and fast list of “VUI design standards,” but rather a list of what should become “caller expectations” from a well-designed IVR application
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16
Using Analytics To Discover & Measure Lack of Satisfaction During the Entire Call
- Presented by BBN Technologies
Learn how whole call analytics follows customers thru all transfers to reveal dis-satisfiers before, during and after your agent
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16
What Your Customer's Want - Latest Study on Consumer Attitudes Toward Customer Care and Automation
- Presented by Nuance
Register now to join featured guests J.P. Gownder, Vice President, and Doug Williams, Analyst, with Forrester Research as they share the results of a newly commissioned study conducted by Forrester Consulting on behalf of Nuance, "Driving Consumer Engagement with Automated Telephone Customer Service," for a reality check and some surprising new insights.
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18
Best Practices that Drive Real Results from Better Online Customer Experiences
- Presented by Conversive
Smart customer service directors have realized that the highest reoccurring cost in a contact center is agent salaries. It was thought that with the advent of online customer service, agent’s costs would be reduced. However, there is confusion as to what really works; what provides companies with customer loyalty and with a real return.
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23
A Valuable Approach to Delivering a Personalized Customer Experience
- Presented by Avaya
Flexibility, speed, and innovation are key management goals envisioned to deliver differentiated customer service that every business needs to grow and thrive. In this session you will learn how to bridge the gap between the past and the future, using an open customer contact framework to deliver greater efficiency while at the same time deliver more intelligent and effective interactions with your customers.
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25
Customer Dynamics...It's a Matter of Intent
- Presented by NICE Systems
Participate in this informative webinar to demystify the ongoing exchange between your company and its customers and learn how you can tap into these interactions to create a huge opportunity to optimize operations, differentiate through exemplary service, and grow your business.
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25-25
How to Optimise the Back Office
- Presented by Verint® Witness Actionable Solutions®
This free webinar will show how workforce optimisation, specifically designed for back-office operations, compliments existing tools and supports management approaches to optimise people, process and technologies in back-office operations.
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30
Speech Analytics Revealed: Myths, Facts and Whodunit?
- Presented by Utopy Featuring Gartner
Be the first to hear Jim Davies, Gartner Research Director within its CRM Practice, demystify the magic in Speech Analytics and answer your burning questions.
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15-18
Vienna: Telecoms CEM, CRM & Retention
Building and maintaining profitable customer relationships can result in a win-win situation for both you and your customers– by providing your customers with the services and experiences they seek, you can ensure that they remain both profitable and loyal.
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21-22
Dubai: Serivce Quality Excellence
This two-day ground breaking conference will address the current challenges to providing quality services to meet customer satisfaction crucial to the multicultural market and stiff competition in the region
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April 2010
1
Social Media Roundtable: How to Formulate Strategies and Engage Customers
- Presented by CRMXchange
If done correctly, social media can assist in developing and enhancing your products, cut down marketing costs, and increase customer loyalty. But, what are the best strategies for companies to employ? What does social media do best? What does it not do well? And, if you are a business to business marketer, how do your strategies differ from a business to consumer marketer? Join this roundtable.
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6
Winning With Empowered Customers: 3 Immediate Steps for Cross-Channel Integration in your Contact Center
- Presented by Frost & Sullivan
During this live 60-minute complimentary eBroadcast, hear Frost & Sullivan, Microsoft and Microsoft’s Tellme as they discuss important observations about current customer behavior, the importance of context-aware and consistent cross-channel experiences, and immediate, cost effective approaches that contact centers can adopt to deliver superior customer experiences.
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8
The First Step Toward Improving Customer Experience- Recruiting and Hiring the Right Agents
- Presented by Frost & Sullivan
Join Frost & Sullivan along with Vonage and FurstPerson to hear how contact centers can leverage technologies to improve hiring and reduce the negative impact that turnover has on operations, all while increasing customer satisfaction.
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27
Planning, Modeling, and Decision-making in your Complex Contact Center Operation
- Presented by Bay Bridge Decision Technologies
As our contact center environment gets both more complex and less predictable, the need for planning tools becomes paradoxically more important. Whether we’re analyzing multi-channel, multi-skill, or simpler operations, contact center strategic planning is key to making big picture decisions. In this session, we’ll discuss the forecasting and analysis of complex contact center networks.
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June 2010
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14-17
New Orleans: ACCE Conference & Expo
the ranks of other contact center professionals for workshops, case studies and discussions on a comprehensive selection of topics taught by leading customer management experts. Year after year, ACCE provides insightful education, powerhouse keynotes, and energizing networking activities.
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28-30
CA:Gartner Customer 360 Summit
The Gartner Customer 360 Summit is a whole new event designed to help business and IT leaders collaborate in implementing CRM strategies and technologies to understand, grow and engage customers. Gain critical strategic advice & best practices on social CRM, analytics & performance management, customer experience management, marketing & sales optimization and more.
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July 2010
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5-8
France: Telecoms Loyalty & Churn 2010
In 2010, as the global economy begins to show signs of recovery, the programme will address the current challenges that network operators and service providers from across the globe are facing including how to leverage customer service, value add and technology offerings to optimise customer loyalty.
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