Contact Center Event Calendar

CRMXchange recommends the activities below for all CRM and call center professionals.

 
   


  


Webcasts 
Conferences and Exhibitions 
January 2015
Driving Customer Satisfaction through Agent Work-Life Empowerment
- Presented by Workflex Solutions
For enterprises, improving the customer experience is a top strategic focus and improving customer satisfaction (CSAT), Net Promoter Score (NPA) and/or Customer Effort Score (CES) are becoming top operational goals.  Read More...

Tech Showcase - IntelliResponse's Improving Digital Customer Service with Virtual Agent Software
- Presented by IntelliResponse
They have no tolerance for poor customer service online -- and they want complete control of their conversations with you.  Read More...

Do Headsets Matter? 5 Ways to Save Money, Increase Revenue & Agent Satisfaction
- Presented by Jabra
New research in four contact centers industries shows that wireless headsets make a measurable operations impact.  Read More...

Tech Tank - Workforce Management Roundtable Demonstrations
- Presented by CRMXchange
As call center industry professionals know, balancing agent resources with call and contact volume is a key strategic component for achieving call center efficiency.  Read More...

London - Finance and Investment Forum
22 January in London - The leadership marketplace for IT infrastructure businesses and their investors.  Read More...

FL - 10th Annual Future Contact Center Summit
January 26-30, 2015 in ChampionsGate, FL- The Future Contact Center Summit is the only customer care event that synthesizes emerging trends, customer needs, disruptive technologies and business imperatives into a clear vision for advancing service excellence.    Read More...

London - Customer Experience Management Telecoms Global Summit
26-28 January 2015 in London - Join 250+ CEM leaders from across the globe who will come together at CEM Gobal Summit 2015 - the world’s largest gathering for the CEM in telecoms community.  Read More...



February 2015
Tech Showcase - AVOKE - Do You Need 100% Call Recording to Understand What’s Happening in Your Call Center?
- Presented by BBN Technologies
We’ve all heard the phrase “less is more” but how does it relate to capturing call recordings in the call center?  One would think that gathering as much data as possible would be the best approach to understanding operational costs and customer experience. However, in actuality, this isn’t the case  Read More...

Contact Center Guide to Success - 6 Ways to Enhance Your Contact Center and Customer Satisfaction in 2015
- Presented by 3CLogic & Envision
By 2020, customer experience will overtake price and product as the key brand differentiator with approximately 80% of executives expecting contact centers to play a key role in defining it.  Read More...

2015 CX Trends and Innovations Embraced by Customer Experience Leaders
- Presented by Mattersight
Join Mattersight and our guest Harley Manning of Forrester Research as we discuss Customer Experience (CX) trends to watch in 2015 and innovations that are paying off for CX leaders.  Read More...

Roundtable - Analytics and Business Intelligence
- Presented by CRMXchange
Companies are looking for a guided approach to discover their most pressing issues and develop action plans to drive improvement.  Read More...

How to Optimize Planning in Your Contact Center
- Presented by Interactive Intelligence
Volumes and handle times are different than projected. Attrition is a tad higher. Senior management is even considering combining a few groups to “gain economies.”  Read More...

Dubai - Customer Experience World
2nd & 3rd February in Dubai - Following a global trend of customer empowerment through social media in addition to the growth of online customer reviews influencing behaviour; customer experience continues to be a red hot business topic in 2015.  Read More...

Mumbai - 8th Loyalty Summit
4-5 Feb at the Lalit, Mumbai - The theme of this year’s edition is “Engage Customers Like Never Before: One Customer, One Experience, One Enterprise”.  Read More...

Kuala Lumpur - Improvisation To Create Enhanced Leadership Presence
10 - 11 February in Kuala Lumpur - A proven highly effective leadership workshop with theatre games and exercise approach.  Read More...

Mumbai - The Awesome Future of Retail – Go Global
13th & 14th February 2015, Mumbai -  Asia’s single most important global platform to promote world-class retail practices.    Read More...

South Africa - Customer Experience 2015
17-18 February 2015 in Cape Town, South Africa - Delivering a world-class customer experience requires incorporating innovative skills, techniques and technology in the business transaction with the customer.  Read More...

London - Customer Experience Transformation: Retail
24-26 February 2015 in London - The Customer Experience Transformation for Retail Summit will bring together thought leaders and decision makers responsible for the customer experience from Europe's largest retailers to discuss the practicalities of maximising the value of your bricks and mortar assets and ensure this experience is translated seamlessly in an omnichannel environment.  Read More...

Panama City - Private Wealth Panama 2015
 February 25 in Panama City - The Private Wealth Panama Forum is a country focused asset protection meeting for private banks, wealth managers, trust companies, legal professionals and other intermediaries.   Read More...

San Diego - Customer Intelligence in Action
Feb 25 – 27 in San Diego, CA - The agenda has been carefully designed to focus on what matters most including leveraging consumer insights to drive strategy and action.  Read More...

San Francisco - Design Thinking 2015
25-26 Feb in San Francisco, CA - This meeting takes the delegation beyond traditional design application to achieve a balance of intuitive originality with analytic mastery to create business-focused outcomes that generate transformative, innovative and strategic change.  Read More...



March 2015
Tech Tank - Voice of the Customer Survey and Feedback
- Presented by CRMXchange
Voice of the Customer describes your customer’s feedback about their experiences with your company  Read More...

Orlando - 19th Annual North American Shared Services & Outsourcing Week
March 9-12 in Omni ChampionsGate Resort, Orlando, FL - The 19th Annual North American Shared Services & Outsourcing Week is the world’s premier event designed for, and dedicated to shared services, outsourcing and transformation professionals.  Read More...

Chicago - Customer Experience Summit
March 17-18 in Chicago -  This is an invitation-only event from CDM Media that is an exclusive opportunity for leading senior executives to collaborate on current industry challenges and trends.  Read More...

San Diego - Next Generation Customer Experience
March 23 - 25 in San Diego, California - Launched in 2011, Next Gen Customer Experience brings together senior level customer experience executives across all industries to discuss the latest customer experience strategies across all channels and touch points.  Read More...

Toronto - 4th Annual Customer Experience Strategies Summit
25th & 26th March, at The Westin Harbour Castle in Toronto  - The summit will provide you with the know-how that you need to plan and follow-through with your customer experience strategy.  Read More...

NYC - 11th Annual Customer Experience Conference
26 - 27 March in NYC - The Conference will unveil a dynamic new format designed to mirror the course of journey mapping for attendees.  Read More...

Malaysia - 6th Annual Contact Centres Asia
30 - 31 March in Malaysia - Creating a 360 Degree Strategy for Exceptional Contact Centre Performance.  Read More...



April 2015
Roundtable - Best Practices IVR and Self-Service Best Practices
- Presented by CRMXchange
As contact centers are tasked with both reducing costs and improving customer service, organizations are seeking self-service solutions that can provide sound business benefits and improve the customer experience.  Read More...

Malaysia - Datacloud South East Asia
April 8-9 in Malaysia - Datacloud South East Asia will assess the energy, scalability, security, architecture and software challenges confronting datacentres, and how enterprises can successfully manage the transition to cloud  Read More...

Shanghai - 7th Customer Loyalty Programme & CRM China Summit 2015
14-15 April 2015, Hotel Pullman Shanghai Skyway, Shanghai, Chin - The summit will focus on the flourishing and fast developing loyalty and CRM market in China.    Read More...

Nashville - Contact Center Summit
April 20 & 21 at Gaylord Opryland, Nashville, TN - The Summit is designed to connect Vice Presidents and Directors of Contact Centers to leading solution providers based on their upcoming projects.  Read More...

Singapore - Monetising Big Data in Telecoms World Summit 2015
20-21 April 2015, SingaporeThis summit will draw together highly-regarded expert speakers from across the ecosystem of telecommunications industry and big data analytics solutions providers to present to you the latest key issues in monetising internal and external big data.  Read More...



May 2015
Tech Tank - Quality Assurance and Analytics
- Presented by CRMXchange
There are several ways of measuring and tracking the quality of contact center interactions between your customers and agents.  Read More...

Planning for Possibilities in an Uncertain Contact Center Environment
- Presented by Interactive Intelligence
The contact center industry is infamous for its constant fluctuations, and when forecasts aren’t certain, it changes how you manage your center’s operations. Beyond that, uncertainty raises the question of what service standards you should adhere to  Read More...

Orlando - Contact Center Expo & Conference
May 4-7 in Orlando Produced by ICMI, a year-round resource for the contact center industry, this event is known worldwide as an essential forum for educational growth, top networking, and the sharing of significant and proven best practices.  Read More...

Amsterdam - 15th Annual European Shared Services & Outsourcing Week
19-21 May 2015 in Beurs van Berlage, Amsterdam, The Netherlands - Join us at the 15th Annual European Shared Services & Outsourcing Week, Europe’s premier learning, networking and benchmarking platform for shared services, outsourcing and functional transformation leaders.  Read More...

Berlin - Annual Customer Experience Management Global Summit
May 28-29 in Berlin - This premier B2B event will enable the participants to learn about the latest strategies in transforming customer experience.  Read More...



June 2015
Tech Tank - IVR & Self Service
- Presented by CRMXchange
The right IVR and self-service solutions improve the efficiency of your contact center by reducing call volume and giving agents more time to focus on interactions such as upsell and cross-sell. Intelligent Virtual Assistants (IVAs) can now answer many inquiries that used to require live agents  Read More...

Chicago - Trading Show
June 3 & 4 in Chicago, Illinois. Trading Show Chicago is the region’s leading quant, automated trading, exchange technology, derivatives and big data in finance event.  Read More...

Monaco - Datacloud World Congress
3 & 4 June in Monaco - Datacentre energy, platforms, services and technologies sustains a core role in the content and exhibition.  Read More...

Las Vegas - 16th Annual Call Center Week
June 15-19, 2015 in Las Vegas, NV - With over 1,800 customer-centric professionals attending the 2014 event, Call Center Week has secured its position as the must-attend event that’s unrivaled in size, scope, breadth and depth.  Read More...



July 2015
Roundtable - Workforce Management
- Presented by CRMXchange
Workforce management applications are designed to automate the deployment of the contact center workforce.  Read More...



August 2015
Roundtable - Best Practices in First Contact Resolution
- Presented by CRMXchange
First contact resolution is properly addressing the customer's need the first time they contact your organization, eliminating the need for the customer to follow up with a second contact.  Read More...

Tips and Tricks for Successful Contact Center Forecasting and Planning
- Presented by Interactive Intelligence
Workforce management has long been characterized like so: Ensure that the right numbers of agents are available at the right time to service customers.  Read More...



September 2015
Tech Tank - Analytics
- Presented by CRMXchange
Two key components of keeping your customers happy is knowing what they’re thinking and anticipating their needs.  Read More...



October 2015
Roundtable - Best Practices in Engagement and Loyalty
- Presented by CRMXchange
Enterprises now interact with and support their customer in ways that are constantly becoming more varied and increasingly complex.  Read More...



November 2015
Tech Tank - OmniChannel Strategies
- Presented by CRMXchange
The rapid evolution of technology-based customer touch points brings with it a vast array of issues.  Read More...



December 2015
Roundtable - Using Data to Empower the Contact Center
- Presented by CRMXchange
Many companies are swimming in a sea of data, but are often not properly positioned to access this asset to expedite and improve customer interactions.  Read More...