CRMXchange — Your Gateway to Enhancing the Customer Experience

Contact Center Event Calendar

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


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Webcasts 
Conferences and Exhibitions 
April 2014
Technology Innovation Showcase -Turn Agent Idle Time Into Proactive Customer Engagements with Virtual Hold
- Presented by Technology Innovation Showcase
http://crmxchange.com/Technology_Showcase/Five9/Mar2014.aspx
  Read More...

Using Data Driven Analytics to Unite Companies with their Customers
- Presented by Nexidia
Companies have long relied on traditional data sources such as CRM, ACD or billing systems to give them information about their customers, agents and the transactions they generate.  Read More...

Contact Center Forecasting and Planning Tips and Tricks
- Presented by Bay Bridge Decisions Group, Interactive Intelligence
There is an old description of what workforce management is:  Ensure that the right numbers of agents are available at the right time to service our customers. There are also two separate processes that most companies use to ensure that they are appropriately staffed  Read More...

Roundtable: Best Practices in IVR and Self Service
- 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. Customers also have a growing desire to self serve and  Read More...

How to Improve Agent Performance using the Voice of the Customer
- Presented by Verint® Systems
Like Atlas – you have the weight of an entire customer contact center on your shoulders.  Read More...

Miami - Total Customer Experience Leaders Summit
April 9-11 -  Miami, FL --- A CALL TO ACTION: for all leaders charged with and committed to strengthening and advancing an organization with a sound strategic customer plan.    Read More...

Shanghai - 6th Customer Loyalty Programme and CRM China Summit 2014
14-16 April, 2014. Shanghai, China. This summit will provide all relevant domestic and foreign companies an efficient and interactive platform for business intelligence gaining and networking.      Read More...

Rancho Mirage, CA - Field Service USA
April 22 - 25, Omni Rancho Las Palmas Resort & Spa, Rancho Mirage, CA - The Number One Service and Support Event. 2014 Theme is Realizing A New Customer Model: Progressing From Service To Care.    Read More...

Singapore - Customer Experience Management (CEM) Roundtables
22-25 April. Grand Copthorne Waterfront Hotel, Singapore. Join us this April in a more intimate setting with more international industry leaders to discuss new technology, operational strategy and customer centricity.    Read More...

Chicago - 9th Annual Internal Branding and Employee Engagement Conference
April 29-30, 2014,Chicago, IL - The Conference will empower senior-level employee engagement and internal branding executives to create a more consistent internal brand message that unites internal audiences around the brand promise    Read More...

Singapore - 10th Annual Broadband and TV Connect Asia 2014
29 – 30 April, Suntec, Singapore -  Broadband & TV Connect Asia 2014 brings together 1000+ senior level decision makers and buyers from the fixed, wireless and mobile broadband industry from across the Asia- Pacific region and beyond.    Read More...



May 2014
Four Essential WFO Advancements for the Evolving Contact Center
- Presented by Aspect
During this webinar Art Schoeller, Principal Analyst at Forrester Research, will discuss some of the primary trends in the contact center market and how these changes are driving new requirements for workforce optimization software.
  Read More...

Launching a Gamification Practice in Your Contact Center
- Presented by Uptivity
Done right, gamification boosts contact center performance by defining achievements that align with enterprise goals. Motivating agents to meet performance standards is a challenge  Read More...

The Workforce-Intelligent Contact CenterTM - Transforming Your Contact Center Operations
- Presented by inContact
Unfortunately many of us in the contact center find that we still need to run around manually checking reports to figure out who needs to change tasks or be pulled off a skill and retrained  Read More...

Roundtable: Best Practices in Workforce Optimization
- Presented by CRMXchange
Meeting expectations for effective contact center operation requires the ability control labor costs while delivering world class service on multiple channels. You must continue to drive increased first contact resolution while keeping AHT to a minimum. In addition, you need  Read More...

Does Your IVR Live Up to Your Customer’s Expectations?
- Presented by Nuance
More than of half of all customer service interactions are handled over the phone. That’s as many as Web, email, mobile apps and social interactions combined.  Read More...

Germany - CMO Summit 2014
4 – 6 May at Grand Hotel Heiligendamm, Bad Doberan, Germany - Over three days and two nights the CMO Summit 2014 will examine the role of CMO as a key driver for building and sustaining competitive advantage and achieving superior performance.    Read More...

San Diego - ICMI Contact Center Expo & Conference
May 6-9, 2014 | San Diego, CA - Contact Center Expo & Conference (formerly ACCE) is known worldwide as the annual event and essential forum for educational growth, top networking, and the sharing of significant and proven best practices.      Read More...

Boston - Customer Loyalty 2014 Conference
May 13-14 in Boston, MA - Customer Loyalty 2014 will provide customer loyalty professionals with a deeper understanding of the key issues affecting the design and delivery of a consistent, meaningful and rewarding customer loyalty program to achieve an ever-growing and active customer base.    Read More...

Singapore - Service Innovation
26 & 27 May 2014, Singapore - Maximising customers’ experience through enhanced service innovation to sustain organisational profitability and competitiveness.    Read More...

Monte Carlo - 10th Annual DCE
27 May Enterprise Cloud Forum ---  28-29 May Datacentres Europe Congress at Grimaldi Forum, Monte Carlo, Monaco. Europe’s largest global IT infrastructure congress and industry exhibition    Read More...

Toronto - Customer Loyalty in Canada
May 28 – 29, 2014,Toronto, Ontario.  In Canada, loyalty member participation is described as relationship with the brand, therefore it is highly important for companies to earn consumer devotion and loyalty to live up to brand promises.    Read More...



June 2014
Tech Tank Roundtable: IVR and Self Service Demo
- Presented by CRMXchange
Roundtable: IVR and Self Service Demo  Read More...

Nice, France - TM Forum Live
June 2-5 in Nice, France -  TM Forum Live! is a unique event aimed at helping you understand how your organization can transform to a digital business  Read More...

Brazil - Broadband & TV Connect Latin America
3-4 June at Amcham, São Paulo. An exponential growth in Broadband and Pay-TV subscriptions is predicted; there couldn't be a more exciting time for the connected entertainment industry.  Read More...

Las Vegas - 15th Annual Call Center Week
June 9-13, 2014 | Mandalay Bay, Las Vegas, NV - Competing on Service: Seize the Opportunity. Call Center Week is the #1 industry event that is unrivaled in SIZE, SCOPE, BREADTH and DEPTH.    Read More...

Atlanta - Utility Commercial and Industrial Account Management Conference
June 24-25 in Atlanta, GA -  The marcus evans conference will focus on how gas and electricity distributors are strengthening commercial and industrial customer relationships through enhanced communication and demand response options and technologies.    Read More...



July 2014
Roundtable: Best Practices in Workforce Management
- Presented by CRMXchange
Workforce management (WFM) applications are designed to automate the deployment of the contact center workforce – to assist in getting the exact right number of agents for each period of the day. While these applications are traditionally focused on an  Read More...

2014 Loyalty and Gamification World Championships
Round 1: July 12; Round 2: July 26; Finals: August 9.  The 2014 Loyalty and Gamification World Championships ('LoyaltyGames') is a FREE online competition for students and professionals to test and develop people's skills and understanding of Gamification and Loyalty Marketing.     Read More...

Toronto - Loyalty Canada 2014 Conference
July 23-24, 2014 in Toronto, ON -  Highly intensive, two day forum that will bring together cross-industry executives in Customer Loyalty, Loyalty Marketing, and Customer Insights and Analytics.    Read More...



August 2014
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...

Johannesburg - 4th Annual Enhancing Customer Experience, Loyalty and Retention in Telecom
August 4-5, 2014 in Johannesburg, South Africa. The increased trend in Churn which leads to reduced profitability is more than concerning for telecom Providers.    Read More...



September 2014
Tech Tank Roundtable: Analytics Demo
- Presented by CRMXchange
CRMXchange Roundtable: Analytics Demo  Read More...

Abu Dhabi - Marcus Evans: 5th Annual Customer-Centric Service Excellence 2014
15th – 17th September in Abu Dhabi - Deliver world-class customer experience conference which explores customer-centricity themes at its best.  Read More...

NYC - Digital Customer Experience Strategies Summit
September 24th & 25th in NYC - Creating a unified and personalized customer experience across channels is pivotal to your business strategy.  Read More...



October 2014
Roundtable: Best Practices in Quality Assurance
- Presented by CRMXchange
While call center quality assurance (QA) has traditionally focused on monitoring and improving internal agent quality and compliance, solutions have been expanded to help uncover valuable insights to improve business operations and customer satisfaction. Using insights from your QA program  Read More...



November 2014
Planning, modeling, and decision-making in your complex contact center operation
- Presented by Bay Bridge Decisions Group, Interactive Intelligence
As our contact center environment gets both more complex and less predictable, the need for better planning becomes even more important.  Whether we’re managing a multi-channel, multi-skill, or simpler operation, contact center strategic planning is key to making big picture decisions in an uncertain environment.
 
  Read More...

Roundtable: Best Practices in Cool Technologies - Engagement and Loyalty
- Presented by CRMXchange
The ways that enterprises interact with their customers and support them are becoming more varied and more complex. While voice, self service, and email are still the dominant methods of customer interaction, new capabilities are emerging – mobile applications, social  Read More...



December 2014
Tech Tank Roundtable: Multi–Channel/Omni-channel Demo
- Presented by CRMXchange
Roundtable: Multi–Channel/Omni-channel Demo  Read More...



February 2015
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...