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September 29 – AI Powered Analytics Drive Exceptional CX with Human and Digital Channels
– Presented By: Verint® Systems
Intelligent listening can uncover opportunities to eliminate process bottlenecks, improve efficiency, reduce frustration, and elevate your customer experience.
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October 1 – The 5 Categories that Rule Virtual Agents
– Presented By: SmartAction
It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into
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October 13 – Empowering the Workforce and Maximizing Productivity
– Presented By: Verint® Systems
Whether in-person or remote, your employees are the face of your organization. Be sure they are engaged and empowered to effectively support your customers’ needs.
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October 15 – Best Practices and Tools for Work From Home and Hybrid Customer Service
– Presented By: CrmXchange
Organizations continue to struggle with finding the correct tools, strategies, and customer self-service options to
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October 20 – Building Great “What-If” Models and the Resulting Analyses for the CEO
– Presented By: Sharpen
Over the years we’ve discussed the importance of building contact center models that are provably accurate. Accuracy is important. Inaccurate models result in cost overages or service failures. In this session, we’ll discuss a new method for using your Erlang C, Erlang A, and Erlang X calculations to build an unbeatably accurate contact center model.
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October 21 – Reimagining the Digital Customer Journey
– Presented By: Nuance
A roundtable discussion on the dramatic shift in customer expectations and its impact on the contact center and digital customer experience.
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October 27 – Ensuring Compliance in the New Normal
– Presented By: Verint® Systems
Your team location has likely changed, but your regulatory requirements have not. Learn how to maintain your organization’s compliance while there is less oversight into agents’ daily activities.
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