CRMXchange — Your Gateway to Enhancing the Customer Experience

Event Calendar

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

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Webcasts 
Conferences and Exhibitions 
May 2013
The Evolution of WFM – Breaking Down Barriers to Excellence
- Presented by Calabrio
 Workforce management is the primary tool used to help organizations reach customer service goals and maintain agent adherence levels. You have seen workforce management become a more complex tool over the years as contact center needs diversify and grow.  Read More...
Best Practices for Blending Inbound and Outbound Transactions in the Era of Social Media
- Presented by Five9
 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.  Read More...
The Agent Lifecycle – The Key to Exceptional Workforce Optimization
- Presented by HireIQ
 Workforce Optimization (WFO) has been around as long as call centers have, yet attrition rates remain high and the financial, customer retention and agent performance costs associated with sub-optimal performance can be crippling.  Read More...
Your Customer Has Choices – Do They Choose You
- Presented by inContact
 Customer Experience is the frontier that provides the best chance for sustainable competitive differentiation. You have tough competitors vying for your business, and there are many ways for customers to tell others about bad experiences.  Read More...
Leverage best practices to improve your quality assurance processes with interaction analytics
- Presented by NICE Systems
 Why spend time and resources on inefficient QA processes, when you can significantly reduce the amount of time supervisors dedicate to find which calls to evaluate?  Read More...
Technology Innovation Showcase - VPI
- Presented by Technology Innovation Showcase
 Technology Innovation Showcase  Read More...
A Totally New View into Agent Performance
- Presented by Enkata
 Capturing and analyzing the actions agents perform on their desktops, before, during, and after each call, gives contact centers an unprecedented visibility into performance.  Read More...
Putting the Self into IVR Self-Service: Perfecting the Self-Service Model to Improve the Customer Experience
- Presented by Frost & Sullivan
 IVR has long been one of the most effective methods available to contain customer contact costs, yet Frost & Sullivan research shows that it's now
the least liked by customers.  Read More...
Customer Inspired Excellence - 12 Proven Strategies You Can Use
- Presented by Verint® Systems
 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.  Read More...
Roundtable: Best Practices in Workforce Optimization
- Presented by CRMXchange
 ROUNDTABLE: Contact Center Solutions for the Small and Midsize Market  Read More...
NICE, FRANCE - TM Forum’s Management World 2013
May 13-16, Nice, France.  Management World 2013’s Keynote Perspectives program on Tuesday, May 14 and Wednesday, May 15 features an impressive line-up of leading-edge, executive speakers, and up-to-the minute thought leadership on delivering an open, digital world.   Read More...
Seattle - ACCE 2013
May 13-16 in Seattle, WA - - ACCE (Annual Call Center Exhibition) is the most comprehensive, all-encompassing event "experience" for call center professionals.    Read More...
San Francisco - The Future of Consumer Intelligence
May 14-16, 2013 | San Francisco, CA - Technology and the Humanization of Data: Synthesizing Insights, Analytics and Relational Database Strategy    Read More...
San Antonio - Travelocity Call Center Training Day
May 17 in San Antonio, TX.  Come learn from the company that turned an operation of 10 people on the loading docks of the American Airlines building into a global call center operation with 2,000 agents across several locations in the on 3 continents.    Read More...
Abu Dhabi - Customer Experience and Service Innovation
20 – 21 May 2013 at Hilton Abu Dhabi Hotel, UAE. Gain useful and practical strategies from award winning prominent leaders across industries. You will uncover the best insights on maximising your return on investment by delivering excellent customer experience, service innovation, multi channel services, customer life cycle management and customer data analysis.  Read More...
New Orleans - 5th Customer Experience Summit
May 20-23, 2013, New Orleans, LA - IQPC and Customer Management IQ present THE summit that will provide key insights and strategies for designing, implementing and managing the evolving multichannel customer experience in a dynamic environment.    Read More...
Houston - Blinds.com Call Center Training Day
May 31 in Houston, TX.  Known for its commitment to creating the best possible atmosphere and culture for its employees in order to drive the award-winning levels of customer service and sales in its multi-channel operation, Blinds.com would like to share its best-kept secrets on company culture, process improvement and metrics/measurement with you!  Read More...


June 2013
Best Practices for Extracting Data for a Successful Speech Analytics Implementation
- Presented by Nexidia
 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.    Read More...
2 Ways Out of the Attrition Ditch
- Presented by Intradiem
 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.
  Read More...
Leverage Social Technology to Reduce Support Costs and Improve Agent Efficiency
- Presented by Get Satisfaction
 Your customers are gravitating to the channel that provides them with the quickest and best answers. In this webcast, you will hear Scott Hirsch and Dr. Natalie Petouhoff discuss the newest trends in the marketplace such as the rise of social knowledge base and community self- service.  Read More...
Las Vegas - 14th Annual Call Center Week
June 10-14, 2013.Caesars Palace | Las Vegas, NV - The 14th Annual Call Center Week is where the industry comes together year after year to benchmark, share best practices and uncover the latest technologies for driving customer service excellence.    Read More...
London - Smart Data & Analytics Retail Forum
12 – 13 June, London, UK - The Forum is specifically designed for retailers to harness the power of insight and analytics to drive customer experience, loyalty, brand strategy, social media developments, marketing activities and operations in a tight, competitive retail market.    Read More...
Toronto - Customer Response Summit
Toronto (June 18th-19th). Execs In The Know is pleased to showcase some of the best US and Canadian Customer Innovation for multi-channel customer experience strategies. Consumers of today want to be heard and want to engage with you and your Brand- it is a phenomenal opportunity.

  Read More...
Vancouver - The 2nd Annual Customer Experience Strategies Summit, West
June 18-19, Vancouver. This summit brings together renowned leaders from many corners of the customer experience world to deliver the knowledge you need to foster loyal, long-term customers to ensure your company’s sustainability. 

  Read More...
London - Big Data Strategies: Financial Services & Consumer Products Summit
19th-20th June in London. Obtain benchmarks and best practices from world leading organisations from both within and outside the financial services industry, focusing on actionable insights for developing practical big data strategies.  Read More...


July 2013
Planning for Multiple Contact Types and all their Crazy Combinations - Email, Chat, Back Office, Phone, and Outbound
- Presented by Interactive Intelligence® Makers of Bay Bridge Decisions™
 We all know that contact centers are getting more and more complex, with agents handling multiple skills and multiple contact types. So how in the world can we manage this?

  Read More...
Roundtable: Best Practices in Workforce Management
- Presented by CRMXchange
 Workforce management applications are designed to automate the deployment of the contact center workforce. Performance optimization programs help companies achieve significant improvements in service quality and operational efficiency and can even contribute to reducing staff turnover.  Read More...
London - 2nd Annual Big Data & Analytics for Financial Services
3rd – 4th July, London, UK - This event is designed for all those within Financial Services looking to utilise big data in practical applications by combining the growing sources of structured and unstructured data to provide enhanced business intelligence    Read More...
Toronto - Loyalty Canada 2013 Conference
July 24-25, Toronto, ON - Gain a deeper understanding of key issues affecting the creation of a successful loyalty practices.  Read More...
South Africa - 5th Annual Customer Retention And Profitability Summit
25 Jul to 26 Jul - Johannesburg, South Africa - After the Great Success With a solid background and rich experience in organizing high value Telecom conferences, Fleming Gulf is delighted to announce the 5th Annual edition of Win Your Customer - Telecoms in Africa : Customer Retention and Profitability Summit.  Read More...


August 2013
Chicago - Customer Experience 2013 Conference
August 13-14, Chicago, IL - Customer experience professionals take a deeper look into the key issues affecting the design and delivery of a consistent, meaningful, and rewarding customer experience to achieve an ever-growing, profitable, and engaged customer base.  Read More...


October 2013
Best Practices - Real World Lessons and Stories about Contact Center Forecasting and Planning
- Presented by Interactive Intelligence® Makers of Bay Bridge Decisions™
 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.

     Read More...
Roundtable: Quality Assurance
- Presented by CRMXchange
 Moderated By:  CRMXchange Date:   October   29, 2013 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  Read More...
New York City – The Social Media for Customer Service Summit
October 22-23.  NYC - Take your customer service SOCIAL for a superior customer response, enhanced satisfaction, increased brand loyalty and a more cost effective customer resolution.    Read More...


November 2013
Roundtable: Emerging Technologies
- Presented by CRMXchange
 Presented By: CRMXchange Date:   November 26, 2013   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 applicatio  Read More...