Contact Center Events

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

 


Webcasts 
Conferences and Exhibitions 
February 2020
Preparing for the Future of WFM
- Presented by CrmXchange
Without the right tools in place to meet the staffing demands of increasingly complex contact center environments, managers struggle to reach their objectives. Discover and experience emerging solutions.   Read More...

The Beginner’s Guide to Analytics
- Presented by Calabrio
Join us to learn the basics of analytics and why it’s a trending topic in today’s intelligent contact centers. Robin Butterfield, QM and Analytics consultant, will tackle topics such as: * The differences between speech, text and desktop analytics * Details on different Analytics technologies, such as LVCSR, Phonetics and STT * The top 10 Analytics business use cases *  Read More...

Contact Center 101 - Learn and Play Jeopardy
- Presented by CrmXchange Learning Games
Take advantage of this opportunity to play Jeopardy with panelists from leading CX companies as they discuss new exciting best practices, concepts and ideas for your contact center.  Read More...

3rd Customer Experience Management for Airports Summit 2020
ELEVATE YOUR AIRPORT CUSTOMER EXPERIENCE TO A WHOLE NEW LEVEL Customer Experience Management has been crucial for Airports in today’s hyper competitive and hyper connected global marketplace. A customer’s current airport experience involves uncomfortable crowding lengthy queues, repetitive and redundant  Read More...

eTail Palm Springs 2020
February 24 27, 2020 | JW Marriott, Palm Springs, CA eTail is a four day retreat designed to help you increase the profits from your business. You’ll get action packed strategies and make connections with the top minds at America’s  Read More...

Customer Contact Week Australia and New Zealand 2020
25 28 February 2020 The STAR, Gold Coast, Queensland, Australia Event Website  https bit.ly 2IOX72r   Phone Number +61292291006 Email enquire@iqpc.com.au   For years, contact centres have worked in siloes, focused on responding to customer calls in a fast and efficient manner.  Read More...

Customer Experience Conference
25th February 2020 | United Kingdom What are the likes of TUI, LV=, notonthehighstreet.com, Unilever, M&S Bank, HSBC and Volvo Car UK doing to create outstanding, seamless and memorable customer experiences? Europe’s 5th annual, one day Customer Experience Conference – Engaging  Read More...



March 2020
Attributes of Solid Contact Center Performance Metrics - and Attributes of Poor Ones
- Presented by Sharpen
Join this session where we chat about the attributes of common metrics that help agents and leaders focus on the right things. We’ll also talk briefly about agent performance scorecards and why you might want to skip using them.   Read More...

Unlock Customer-Centric Intelligence
- Presented by Calabrio
Every organization aims to be customer-centric. It’s time to walk the talk. Calabrio Analytics empowers you to unlock the goldmine of customer insights pouring into your contact center. Join this live webinar to discover the latest and greatest Calabrio ONE features in analytics  Read More...

The New Blueprint for Digital Customer Engagement
- Presented by Nuance and Featuring Guest Speaker Kate Leggett from Forrester Research
 

Call and Contact Centre Expo
18 & 19 March | Excel, London The Call & Contact Centre Expo is the industry’s leading exhibition showcasing the latest and most effective technologies, strategies and advancements in the contact centre world to over 7,000 contact centre professionals  Read More...

Cyara Xchange 2020 Roadshow Melbourne
18 March 2020 | Melbourne, Australia Cyara Xchange 2020 Roadshow Melbourne brings together customer experience (CX) thought leaders, CX professionals, and IT leaders who are dedicated to bringing the best CX innovation to customers. Learn about the latest practices and  Read More...

4th Edition Travel Tech Middle East
23 – 24 March 2020 | Riyadh, Saudi Arabia Embarking on the success of the previous editions, the 4th Edition Travel Middle East will be held in Saudi Arabia on 23rd and 24th March 2020. The platform brings together 300+  Read More...

NGCX 2020
March 23 – 25, 2020 Hyatt Regency Indian Wells, CA Now in its 10th year, NGCX (Next Generation Customer Experience) brings together 300+ of America’s top executives responsible for customer experience to get inspired and strategize for 2020 and beyond.  Read More...



April 2020
Learn How to be Great - Helping Agents, Supervisors, and Execs Perform
- Presented by Sharpen
We are taking a novel approach.  During this hour, we will look more practically at the math associated with agent satisfaction. We will discuss analytic tools for tracking agent performance, executive dashboards for understanding operational performance, and ways to use this information to create meaningful training and coaching. We believe that a happy agent is one who knows they’re successful. Join us to learn how we can make them so.   Read More...



May 2020
Best Forecasting Methods in the 21st Century
- Presented by Genesys
During this session, we will discuss manual planning processes and what is possible to achieve when you leverage AI to drive your forecast.  Read More...

Insurance AI and Innovative Tech USA 2020
May 12– 13, Chicago As our lives become hyper connected and customer expectations increase, the imperative on insurance carriers to deliver automated services with a 360° customer view is increasing. It is also now undeniable that AI, machine learning and  Read More...

UC Expo 2020
13 14 May | Excel London UC EXPO is Europe’s largest dedicated hub for unified communications. The two day event encompasses the technologies that enable smarter collaboration and a truly connected business. Explore the technology and solutions built for a  Read More...

Loyalty Expo 2020
May 18 20, 2020 | Charlotte, North Carolina Loyalty Expo is a true Voice of the Customer driven, best practice focused customer loyalty and reward conference. By attending, you’ll have the opportunity to network with hundreds of your fellow marketers  Read More...



June 2020
7th Annual Customer Experience Show Middle East
17 18 June 2020 | Dubai, United Arab Emirates The 7th Annual Customer Experience Middle East Show is the #1 CX conference, backed by the CX Network an intelligence powerhouse with an outreach of over 25 million globally, attended by  Read More...

Insurance Nexis Connected Claims USA Summit
June 24th 25th, 2020|McCormick Place|Chicago, USA In an age of rapidly rising customer expectations and disruption, there is only one clear path to success harness technology to deliver world class customer experience, unlock new efficiencies and achieve higher profitability. Join  Read More...



July 2020
Technology Fatigue in the Digital Workplace
- Presented by Genesys
There’s an abundance of digital tools available in the workplace today.  How do you ensure that your employees are positioned for success? Most companies strive to improve employee experience while not impacting their productivity. During this session, we will discuss the impact of digital tools on the employee.  Read More...



August 2020
Setting Performance Goals and Scorecards
- Presented by Sharpen
In this session, we’ll look deeply at the attributes of an effective scorecard. First by defining the attributes of a single great contact and then by developing the appropriate statistics to cleanly measure agent performance. We’ll also discuss how to use math modeling and sensitivity analyses to help determine the best among several competing goals. 
  Read More...



October 2020
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.   Read More...