Contact Center Event Calendar

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


Webcasts 
Conferences and Exhibitions 
May 2016
Tech Showcase -Eliminate Customer Frustration Across All Channels
- Presented by Virtual Hold
In 30 minutes we will show you how a customer’s negative experience with your brand can be avoided.  Read More...

Your Customers Are Chatting. Are You Still Talking?
- Presented by HGS
With more people using mobile devices for service, you'll gain practical guidance for enabling chat on the go. Make sure you're ready for the #HoldNoMore movement.  Read More...

Contact Center of the Future - Are you Ready?
- Presented by EdgeVerve Systems
Companies are exploring how to transform the contact and support center from what has long been a problem-solving shop to a robust revenue enhancer.  Read More...

Score Big in Knowledge Management with Gamification
- Presented by Verint® Systems
While coaching, mentoring, and training can enhance employee engagement, savvy organizations are incorporating elements of game theory — gamification — into the workplace to help stimulate and motivate their staff.  Read More...

Staffing and Budgeting in an Age of Continuous Planning
- Presented by Interactive Intelligence
In this session, we’ll discuss ways to handle staff planning and budgeting when forecasts are changing, we’ll touch on technologies that support the analysis of operations, and we’ll present a nimble planning process that incorporates change and promotes great resource decisions.  Read More...

A New Twist on Self-Service Metrics - How to Get More CSAT and Cost Control from Classic KPIs
- Presented by Nuance
You know the “classic three” KPI’s: Misroutes, call containment, and first call resolution (FCR). Nearly every call center executive depends on them.
  Read More...

Interactive Text Response Showcase - Bots for your Customer Service
- Presented by Aspect
With the release of Facebook’s bot platform for Messenger, businesses are struggling to understand what these “text bots” can do and where they fit in a broader customer engagement strategy.  Read More...

Long Beach, CA - ICMI Contact Center Expo & Conference
May 10-13 in Long Beach, CA - The event has a strong reputation for providing practical, high-quality, product-neutral education delivered by effective speakers who represent the best in the business.
  Read More...

Malaysia - Shared Services and Outsourcing Week
May 10-11 in Kuala Lumpur - There will be 3 functional streams for Finance & Accounting, HR and BPO professionals, where you and your colleagues can tailor your learning experience for 100% effectiveness!  Read More...

China - 2nd Annual Shared Services and Outsourcing Beijing Summit 2016
May 17-18 2016 in Beijing - Winning and Maintaining a Competitive Advantages by Leveraging the Best Tools and Proven Practices.  Read More...

Coeur d’Alene - SQM Group’s 17th Annual One Contact Resolution Research and Best Practices and Contact Center Industry Awards
May 17-19 in Coeur d’Alene, Idaho - SQM’s One Contact Resolution Conference is about sharing OCR, FCR, and contact channel best practices and research based on award winning contact centers.  Read More...

Singapore - CEM Telecoms Summit 2016
May 17-19 in Singapore - Breaking down Silos to Create a Customer-centric Telco which Delivers a Seamless Omni-channel Strategy Powered by Customer Insights and Data.  Read More...

Dubai - 6th Annual InRetail Summit
May 23-24 in Dubai - This conference will now be located strategically alongside Retailspace, workspace at INDEX and INDEX, creating the ultimate retail and interiors learning and sourcing platform for the MENA market.  Read More...

SCORE Conference 2016
May 25-27, Boston - SCORE 2016 will feature powerful keynote addresses, engaging workshops, and valuable networking all aimed at driving business success through customer insights and intelligence.  Read More...



June 2016
Extreme Call Deflection: Utilizing your Digital Arsenal (Dude!)
- Presented by [24]7
Today, 64% of consumers begin their journeys online, and over 70% will seek live agent assistance if they can’t get what they need done on the website.  Read More...

Tech Tank - Innovations and Trends to Enhance the Customer Experience
- Presented by CRMXchange
The gap continues to widen between customer expectations and the level of service they receive.  Read More...

Robots in the Contact Center – Are You Ready for the Next Wave?
- Presented by EdgeVerve Systems
Robotic Process Automation (RPA) has been proven to provide 40% - 75% cost reductions --double what can now be achieved by traditional methods of optimizing operations.  Read More...

Hong Kong - Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Leadership Summit 2016
June 2-3 in Hong Kong - This summit will provide the business community a road map and insight to achieve long-term economic growth to service excellence of Hong Kong integrating with China, Asia Pacific and global economy.
  Read More...

Monaco - Datacloud Europe 2016
June 8-9 in Monaco - Hosted in an outstanding backdrop, the event offers a professional range of services for sponsor and exhibitor ROI.  Read More...

New Orleans - CXFS 2016
June 14-16 in New Orleans - A customer experience event created specifically for the financial services sector that pay special attention to balancing cx and compliance and connecting cx to business outcomes.
  Read More...

Las Vegas - 17th Annual Call Center Week Conference & Expo
June 27-July 1 in Las Vegas - Attracting more than 2,000 attendees, 120+ speakers, 200+ sponsors & exhibitors, it’s where the community comes together year on year for a week full of learning and networking.  Read More...

Prague - Customer Experience Management in Telecoms European Summit
June 27-29 in Prague, Czech Republic - The Summit is the largest three day European event dedicated entirely to customer experience management for the telecoms industry giving operators from around the world a chance to network, share best practice, discuss obstacles and overcome some of the biggest challenges the industry currently presents.  Read More...

Central London - Digital Customer Experience Strategies Summit Europe
June 30-July 1 in Central London - Exclusive to this conference, discover best-in-class digital CX innovations in mobile, social, virtual agents, personalisation, customer journey mapping, voice-of-customer (VoC), and analytics.
  Read More...



July 2016
Roundtable - Workforce Management
- Presented by CRMXchange
Workforce management has long been defined as ensuring that the right numbers of agents are available at the right time to service customers.  Read More...

Strategies to Attract and Retain a High-Performing Agent Workforce
- Presented by HireIQ
This informative session will introduce innovative strategies to attract, select and retain a long-tenured, high-performing agent workforce.  Read More...

London - 20:20 Customer Experience Summit
July 5-6 in London - Leaders from retail, telecoms, travel, hospitality, transport, finance, media, utilities and more will give you a cross-sector perspective on what matters for CX right now.  Read More...



August 2016
What-If, Cost Versus Service, and Variance Analysis
- Presented by Interactive Intelligence
What-if Analysis: There is one proposal (or fifty) to change the way our center network operates. What will happen to our cost or our service if we make these changes?  Read More...

Roundtable - Best Practices in First Contact Resolution
- Presented by CRMXchange
Research shows that FCR is key to delivering premium, low-effort customer experiences and reducing unnecessary service inquiries.   Read More...

7th Annual Shared Services and BPO Week Philippines
August 16-17 in Manila - Leveraging winning talent strategy and technology innovation to transform the Philippines into a world-class SS&O location.  Read More...

Texas - Customer Insight and Analytics Summit
August 22-24 in Austin, TX - Building a Data Fluent Organizational Culture. Data is the new business language, forever transforming organizational models and customer relationships.  Read More...



September 2016
Tech Tank - Analytics and Quality Assurance
- Presented by CRMXchange
 
Two key components of keeping your customers happy is knowing what they’re thinking and anticipating their needs.
  Read More...

The Four Components of a Great Workforce Process
- Presented by Interactive Intelligence
In this webinar we will discuss best practices associated with all four of these important components. We’ll discuss best practices for forecasting and simulation modeling that ensures the best plans.  Read More...

Singapore - 4th Customer Experience Management Asia Summit
Sept 6-7 in Singapore - Find your next step in the customer centric journey.  Read More...

BIGIT TECHNOLOGY MALAYSIA 2016
Sept 19-20 in Malaysia - This conference has cutting edge presentations covering key topics on trending emerging technologies and its transformative impact, opportunities and outlook for all industries.  Read More...

Berlin - 5th Annual HR Minds Forum
Sept 29-30 in Berlin - The aim of the event is to deliver interactive debates and share experiences with abundant chances to engage with speakers, network with peers and build relationships that will cultivate strategic discussions long after the forum.  Read More...



October 2016
Roundtable - Best Practices to Enhance Customer Loyalty
- Presented by CRMXchange
Businesses of all types are now employing a variety of continually evolving methods to interact with and support their customers.  Read More...

London - Customer Experience Management Summit
Oct 19-20 in London - Over the two days, the event will give you in-depth looks into the main drivers and challenges faced by brands & retailers when it comes to Customer Experience, through case studies, interactive sessions & panel discussions, led by industry experts.  Read More...



November 2016
San Fran - Contact Center & Customer Service Summit
Nov 13-15 in San Francisco - The Summit is specifically designed for Senior Level Contact Center & Customer Service professionals looking to source new and innovative solutions in a very different setting from a traditional trade show or Expo.  Read More...