CRM Archives

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• The Link Between xP&A and Customer Experience
  — Presented By: CrmXchange
  

  Most modern organizations put a significant portion of their resources into customer retention, customer loyalty, and expansion. For the majority of those organizations, retention and expansion are key drivers for their business planning and budgeting.

• Tips and Tools to Provide Excellent Customer Service in Healthcare
  — Presented By: CrmXchange
  

  Healthcare institutes have to stay as much on their toes to serve & retain their “customers” as other businesses.

  Now here’s why we’re emphasizing so much on healthy patient services and experiences.

• The Moral Crisis of Firing an Employee
  — Presented By: CrmXchange
  

  There's a good probability you'll have to fire an employee as a manager at some time in your career. Regardless of the reasons why you’re letting someone go or who they are, the result is usually an awkward and emotional time afterwards, especially for the employees who are staying at your business.

• Happitu Improves Agent Enablement with Guidance and Flexible Workflows
  — Presented By: Happitu
  

  In the contact center world, companies often develop their own proprietary internal technology to improve operational efficiency. In some instances, these homegrown solutions prove so effective and versatile that they evolve into marketable products that can be successfully deployed by external organizations. Such is the case with St. Louis-based Happitu,

• Make the Customer’s Behavior Work for You: Customer Analytics
  — Presented By: Amanda Winstead
  

  In broad strokes, customer analytics gives businesses the tools they need to make data-driven decisions regarding just about anything. To take advantage of all the benefits this creates, you’ll need to craft an expert approach to working with analytics if you want to incentivize customer behavior that works for you.

• Prioritizing Customer Experience in Every Aspect of Your Business
  — Presented By: Amanda Winstead
  

  You might immediately think of your manager or the CEO. Or, if you own the company, you might proudly say, “Me!” However, there is someone else who is above you in the chain of command — your customers!

• How Amazing Team Leaders Communicate To Build Deeper Rapport
  — Presented By: Marc Carriere
  

  Do you find it hard dealing with all the different personality types in your call centre, whether you’re dealing with Team Members, other Team Leaders and especially your manager? It can be really frustrating dealing with different personality types and

• DMG Consulting’s 2021 – 2022 Interaction Analytics Product and Market Report Highlights
  — Presented By: DMG Consulting LLC
  

  DMG Consulting’s 2021 – 2022 Interaction Analytics Product and Market Report, our 16th annual report on this sector, focuses on contact center and service related uses of interaction analytics (IA). It also covers broader applications of IA throughout the enterprise,

• RPA for Contact Centers and Customer Service
  — Presented By: DMG Consulting LLC
  

  Robotic process automation (RPA) solutions have been in the market for more than 15 years, but it was only 5 years ago when they started to capture the attention of enterprise and IT managers. Seemingly out of nowhere, automation technology

• STIR-SHAKEN - Helpful, But Still a Bit Unsteady
  — Presented By: Sevis Systems
  

  By Krishna Korlepara, Director of Product Management at Sevis Systems   “Do not answer the call if you don’t recognize the number.” The Federal Communications Commission took this well adopted behavior one step further last year when it passed regulations

• Workforce Management in 2021 - Better than Ever
  — Presented By: DMG Consulting LLC
  

  Interest in workforce planning has picked up over the last few years as companies have looked for ways to improve employee engagement. Identifying methods for improving scheduling flexibility is an enterprise concern and opportunity.
  

• Current Status of Speech (and Text) Analytics
  — Presented By: DMG Consulting LLC
  

  Current Status of Speech (and Text) Analytics Interaction analytics removes the mystery from customer conversations. It gives companies access into what customers are “talking” (or writing) about and, specifically,

• Automation and IoT Trends for Customer Service in 2021
  — Presented By: Onilab
  

  On the whole, AI, IoT, and automation are becoming more and more essential for every company. The COVID-19 pandemic only fuels this tendency. Since business processes and relationships with customers have largely moved online, there is a growing need for cutting-edge solutions linked with the former and the latter.

• How Big Data & IoT Are Revamping The Customer Service Industry
  — Presented By: Blue Label Labs
  

  Across many different industries, customer service is a vital part of building a business. Interactions and impressions made with customers can make or break your long term success. In fact, great customer service is often a catalyst for building an

• Call Center Responsibilities Allocation Matrix
  — Presented By: Marc Carriere
  

  One of the biggest concerns Team Leaders have (especially new Team Leaders) is not having a clear understanding of their role and all their responsibilities. This can cause a lot of unnecessary confusion and anxiety within the team and between Team Leaders and their Call Center Manager.

• Meeting the New Challenges of Employee Training, Coaching and Engagement
  — Presented By: CrmXchange
  

  Since the contact center agent is the face and voice that often defines a company in the eyes of existing and potential customers, workforce recruiting must focus on identifying vital traits, skills, and abilities in individuals. But even when those who meet the highest qualifications are put in place, they must be trained, continuously coached, and kept actively engaged to be successful.

• 8 Common Mistakes Made By Newly Promoted Team Leaders
  — Presented By: Marc Carriere
  

  We are all human and make mistakes, and there are some mistakes newly promoted Team Leaders make in particular.

• How Embedded Video Advances Digital Engagement
  — Presented By: Glance
  

  By Tom Martin, CEO, Glance   Digital customer engagement has become the new norm. What began last year as a quick reaction to social distancing mandates has now manifested in consumer behavior changes that will be with us for the

• The Future of Customer Support is Conversational
  — Presented By: Intercom
  

  By Bobby Stapleton, Director of Customer Support at Intercom Today, customer support is undergoing a massive, irreversible change. Support teams are struggling to manage increasing conversation volumes. Simultaneously, a survey we ran found 73% of support leaders say customer expectations

• 2021 Predictions from Pega – What’s Next for Customer Service?
  — Presented By: Pega
  

  By  Jeff Nicholson, Global Head of CRM, Pega While technologies like virtual or augmented reality tend to conjure images of immersive gaming, advanced robotics, or even intense military training these solutions are much more broadly accessible than you think. Digital

• 7 Pillars For Creating Amazing Team Leaders
  — Presented By: Marc Carriere
  

  Team Leaders are the backbone of any call center   Yet typically what happens is one of the better operators is made a Team Leader and thrown into the deep end with little or no understanding of their role, much

• “Branded Calls” Enable Legitimate Businesses to Reach Fraud-Weary Consumers
  — Presented By: CrmXchange
  

  The original Telephone Consumer Protection Act (TCPA) was passed into law by Congress and signed into law by President George HW Bush in 1991. It has since been updated several times to more effectively deal with issues related to cellular

• 2021 - The Year of the Contact Center
  — Presented By: DMG Consulting LLC
  

  2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID 19 pandemic. Human ingenuity will triumph over adversity ­­­­­­and ineptitude. If scientists around the world could develop a series of

• 15 Essential Habits of Amazing Team Leaders
  — Presented By: Marc Carriere
  

  15 Essential Habits of Amazing Team Leaders     Creating amazing Team Leaders takes a lot of work and it’s certainly not always easy, but, the surprising thing is it isn’t the hardest thing in the world either… especially if

• Amazing Team Leader Scoring Model
  — Presented By: Marc Carriere
  

  Team Leaders are the backbone of any call center and depending on who you have in that critical role can make or break you.   Many Call Center Managers usually promote a really good operator as a Team Leader thinking

• How to prepare customer service teams to deliver a top-notch social media experience in 2021
  — Presented By: Majorel
  

  Author Estelle Wienk, Global Research and Solutions Manager at Majorel Companies have had to increasingly focus on social media as part of their strategy to serve up an amazing experience on customer preferred platforms for interacting with brands. Then when

• 2020 Contact Center Retrospective
  — Presented By: DMG Consulting LLC
  

  What an amazing year 2020 has been – never seen anything like it and hope we won’t again. But, despite all of the challenges, a lot of good things have happened, including in the world of contact center. Below are

• Taking a Proactive Approach Prepares a Contact Center for Any Eventualities
  — Presented By: CrmXchange
  

  We all want to believe we are taking the right measures to stay one step ahead of whatever life might throw at us next. We put blankets, tire inflators and glass cutters in our cars to be ready for emergencies.

• Three Tips for How Brands Can Avert a CX Crisis Amidst COVID-19
  — Presented By: CallMiner
  

  By Eric Williamson, CMO at CallMiner   Every organization has its own philosophies and methodologies for how best to establish customer relationships, but despite how companies get there, the end goal has always been the same Treating people with care

• The True Costs of an In-House Customer Service Team
  — Presented By: Cloudtask
  

  Customer support and success are key to your company’s survival and growth, otherwise you wouldn’t retain any of your customers. Research shows that it costs 5X more to obtain a new client than to keep an existing one. Of course,

• Experience Counts in Shaping a Meaningful Virtual Conference Event that Offers Quality Education and More
  — Presented By: CrmXchange
  

  Over the past few months, people who wish to dine out as safely and enjoyably as possible have often sought outdoor options. Suburban restaurateurs have responded to this demand by carving out a section of their parking lots and putting

• Learn to Identify the Five Interaction Categories that are Most Effectively Handled by AI-Powered Virtual Agents
  — Presented By: SmartAction
  

  Just about everyone has an IVR horror story to share. Being forced to listen to repetitive menus. Getting stuck in an endless cycle of trying to navigate through options that don’t meet their needs.

  
  

• Let’s Get Digital: COVID-19 Reveals How Brands Can Improve CX Across Channels
  — Presented By: Sitel
  

  By Kelli Harrison, VP, Account Management Retail, Sitel Group Surviving COVID 19 meant a major increase in online shopping. It’s how many consumers safely went grocery shopping, treated themselves with new devices and even ordered needed medication to their front

• Unearthing the Most Important CX Initiatives for 2021 Requires Going Far Beneath the Surface
  — Presented By: CrmXchange
  

  It’s always been a tried and true topic for seminars and webcasts to divine the most significant changes and new directions in a specific industry. Until now, when someone set out to predict what the major trends might be in

• Leading Remote Teams: Why Emotional Intelligence Matters More than Ever
  — Presented By: CrmXchange
  

  As the coronavirus pandemic lingers worldwide, more call center workers are finding themselves suddenly and in some cases indefinitely thrust into remote settings. These circumstances require agile leaders with the skills and capacity to unite and sustain their teams.

• How Can Businesses Ensure They’ll Reach Customers When So Many Don’t Answer Their Phones?
  — Presented By: CrmXchange
  

  It happens to nearly all of us every single day the mobile phone buzzes and we encounter an   unrecognized number and simply don’t answer. It could be an 800 number, an out of state exchange or a spoofed number that

• Employee Wellness Monitoring and the Call Center Industry
  — Presented By: Nemesysco
  

  In early February, Time Magazine declared that the Coronavirus has become the “world’s largest work from home experiment”. In the following month, Gartner published an analyst report on managing costs during the Coronavirus outbreak and revealed that 74 percent of

• Data Breaches: What Business Owners and Shoppers Need to Know
  — Presented By: CrmXchange
  

  Do you think about what happens to your data when you swipe your card at a coffee shop or enter your credit card number online? Or, if you’re a business owner, do you have a plan for protecting customer data,

• Adapting Workforce Optimization to Meet the Rapidly Changing Priorities of Contact Center Operations
  — Presented By: CrmXchange
  

  In normal times, workforce optimization is a business approach that utilizes advanced contact center technologies to improve customer experience while boosting overall operational efficiency. WFO includes…but is not limited to…automating processes, creating greater data visibility, ensuring compliance, performance management, recording,

• How Can Companies Provide a Human Touch and Ensure Consumers’ Calls are Answered During a Crisis?
  — Presented By: CrmXchange
  

  By now, we are all only too aware that contact centers have had to adjust to a new paradigm. Thousands upon thousands of formerly premise based agents have transitioned to become home based agents, often in the face of dramatic

• The New Knowledge Management Required for Customer Service in the COVID Era
  — Presented By: eGain
  

  “Due to overwhelming demand for service, we are not able to take your call.”   “Our wait times for customer service may be longer than usual due to COVID 19.” These caveats are typical of what you get these days

• Listen to Your Contact Center Now for CX Insights Beyond the Pandemic
  — Presented By: CallMiner
  

  With the impact that the current pandemic has had on all our lives customer experience rightfully takes a backseat to concerns for health and safety when directly impacted by pandemic challenges. This is, however, a journey from which we all

• Companies that are Serious about CX Need to Up Their Mobile Customer Support Game
  — Presented By: CrmXchange
  

  It is no secret that customer experience (CX) has become perhaps the most compelling influence in the consumer’s decisions to initially do business—and build an ongoing relationship-- with a company. CX can be defined as the sum of all

• Now is a Better Time than Ever to Update from Manual to Automated Forecasting Models
  — Presented By: CrmXchange
  

  Even in the best of times, determining the right staffing levels needed to keep a contact center operating efficiently while adequately meeting customer demand is a delicate balancing act. Staffing too many agents needlessly drives up costs staffing too few

• Discovering the Value of Attended Automation as a Digital Transformation Tool to Enhance the Productivity of Remote Agents
  — Presented By: CrmXchange
  

  It was a transition that was already in progress before the current emergency unfolded. The migration to a reduced population of work at home agents, coupled with the unprecedented spike in demand for information, has dramatically accelerated the need for

• Managing Contact Centers Through the COVID-19 Pandemic
  — Presented By: DMG Consulting LLC
  

  The COVID 19 pandemic is front of mind for all of us, as it’s next to impossible to avoid hearing and reading about the Coronavirus and the impact of this disease on the stock markets and

• Creating Meaningful Customer Experiences is the Differentiator for Successful Businesses
  — Presented By: CrmXchange
  

  While businesses are delighted to see that customers are becoming exponentially more comfortable with using lower cost self service methods and a plethora of new communication channels, it’s a two edged sword. While many organizations provide access to such options,

• Navigating the Winding Path to Effective Digital Customer Engagement
  — Presented By: CrmXchange
  

  The phrase “Digital Customer Engagement” has been broadly applied to incorporate a variety of elements everything from developing interactive websites and establishing responsive social media accounts to deploying customer surveys and providing convenient user apps. However, this all encompassing definition

• Finding an Easy Formula to Do the Math is a Challenge for Contact Centers
  — Presented By: CrmXchange
  

  When you google “contact center metrics,” there’s no shortage of suggestions to peruse. Lists of varying numbers of suggested metrics to be monitored pop up on the screen 7, 13, 20, 27.  But which are the right ones for a

• The Crucial Points of CRM Implementation
  — Presented By: CrmXchange
  

  By Nikolaus Kimla, Serial Entrepreneur, Pipeliner CEO and author of over 50 e books  Ask any business leader what the most valuable capability in business is and they’re likely to answer the ability to make accurate predictions. Why? The ability

• Unlocking Voice of the Customer with Emotional AI
  — Presented By: CallMiner
  

  By Jeff Gallino, CallMiner   Every customer behavior is driven by an emotion, and as we know, some emotions are more powerful than others. Anger, disgust, rage — these are feelings that typically lead to customer churn and a very

• 2020 Contact Center Investment Priorities
  — Presented By: DMG Consulting LLC
  

  DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments.     As it’s difficult to get

• CCW Nashville 2020 - Solution Providers and End Users Harmonize in Music City
  — Presented By: CrmXchange
  

  CCW Nashville 2020   Solution Providers and End Users Harmonize in Music City     CCW Winter, the first event on the CX contact center calendar, took place in Nashville, TN from January 28 31, 2020, attended by professionals representing

• How Analytics Enable You to Bring Your Company Closer to the Customer than Ever Before
  — Presented By: CrmXchange
  

  There are divergent opinions in what technologies are most effective in creating a better customer experience, but one thing that just about every expert agrees upon is analytics can be   a real game changer.  According to a recent Harvard Business

• Changing the World Technological Climate to Enhance Human Wisdom
  — Presented By: CrmXchange
  

  The Center for Humane Technology   Changing the World Technological Climate to Enhance Human Wisdom Everyone has an opinion on climate change. While people have divergent beliefs on whether human activity is causing it, there is universal awareness of the

• Why Bad Customer Service Won’t Improve Anytime Soon
  — Presented By: CrmXchange
  

  By Yi Zhu Associate Professor of Marketing, University of Minnesota and Anthony Dukes   Professor of Marketing, University of Southern California   Some of the most hated companies in the U.S. are also the most profitable. Much of this consumer

• 3 Datasets That Will Enhance Your Customer Experience
  — Presented By: incfile
  

  Customer experience. User experience. Data and analytics. What do these things really have to do with improving the bottom line?   Today, more and more companies are realizing that true competitive advantage lies in creating an engaging customer experience (CX)

• 2019 Was a Fantastic Year for Service
  — Presented By: DMG Consulting LLC
  

  Enabled by the digital transformation and enterprise wide initiatives to retool and position companies to succeed in a digital service economy, 2019 was a great year for service organizations and contact centers. The level of investment was one of the

• DMG Consulting’s Cloud-Based Contact Center Infrastructure Product and Market Report
  — Presented By: DMG Consulting LLC
  

  The cloud has become the preferred delivery model for contact center solutions. Companies large and small are taking advantage of the market changing innovation and automation that the cloud based solutions provide. On premise solutions will continue to be available,

• Biometric Authentication and AI Technology - How Companies are Keeping Customers Satisfied and Safe from Fraud
  — Presented By: Nuance
  

  With the constantly increasing need for customer service and sales support, contact center operations continue to expand, generating over $300 billion in revenue each year according to JLL Research. Given the vast amount of sensitive data that flows through contact

• What New Paths Will Companies Take to Shape the Customer Journey in the Years to Come?
  — Presented By: CrmXchange
  

  As the time honored adage puts it, ‘a journey of 1000 miles begins with a single step.’ These days, the journey a customer takes when engaging with a company may be far more geographically limited but usually starts with a

• Predictive Behavioral Routing - Advancing the Capabilities of the ACD to Meet the Needs of 21st Century Customers
  — Presented By: CrmXchange
  

  We’ve all had the frustrating experience of trying to extract information we need from a random agent who is not attuned to the specific issue with which we need assistance. We explain and try to provide context, but the conversation

• Customer Service Summit Brooklyn 2019 Review
  — Presented By: CrmXchange
  

  With the capability to consistently provide a superior customer experience now overshadowing both price and product as what sets a business apart from its competition, customer service is finally being given the recognition it deserves as a strategy that can

• Protect Your Brand, Keep Your Customers Happy
  — Presented By: Jornaya
  

  These days, organizations need to keep an eye on more than just the ROI of customer acquisition programs. At the risk of incurring fines and costly lawsuits, it’s critical to harness technology that functions as an alarm system to ensure brand and legal compliance.

• When Creating a Better IVR Experience Has Become a Simple Process, Why Do Some Businesses Continue to Frustrate their Customers?
  — Presented By: CrmXchange
  

  IVRs (Interactive Voice Response) is a ubiquitous and often misunderstood contact center technology that provides many undeniable benefits. First and foremost, it eliminates the need for a switchboard operator to answer incoming calls, presenting callers with a menu of options

• Moving Workforce Planning from Manual Uncertainty to Digital Age Efficiency
  — Presented By: Genesys
  

  Workforce management in the contact center has always sounded like a simple proposition having the right people, with the right skills, in the right place, at the right time. Adhering to this   formula means companies are not only able to

• Robotic Process Automation: Bridging the Widening Gap Between Customer Demand for Service and Real-Time Agent Availability
  — Presented By: NICE
  

  Driven by the instant gratification offered by ubiquitous handheld devices, consumers want all their issues resolved a minute ago and any other questions answered instantly. In the current contact center environment, these constantly rising expectations have reached

• QATC Annual Conference - Nashville
  — Presented By: CrmXchange
  

  The Quality Assurance and Training Connection held their annual conference this month in Nashville, Tennessee.  This three day event provided the opportunity to network with professionals in the call center industry to learn the latest information on quality assurance, training

• Can Emotional Analytics Help Businesses Get in Tune with How their Customers Are Really Feeling?
  — Presented By: CrmXchange
  

  “I’ll be your savior, steadfast and true…I’ll come to your emotional rescue.” The Rolling Stones Anger. Fear. Disgust. Happiness. Sadness. Surprise.  Contempt. These are defined as the seven universal emotions (some lists have 10, 21 or even more, but we’ll

• How Does Employee Engagement Help Companies Deliver on the Marketing Promises Made to Customers?
  — Presented By: RingCentral
  

  Businesses spend enormous amounts of time, effort and capital building a brand to which people can relate. They use terminologies such as “dependable,” “on your side,” “you’ve got a friend,” “like a good neighbor,” “we treat you like you’d treat

• Contact Center Analytics and Market Report 2019 – 2020
  — Presented By: DMG Consulting LLC
  

  The 2019 2020 Contact Center Analytics Product and Market Report, formerly titled the Contact Center Speech Analytics Product and Market Report, is DMG Consulting’s 14th annual report on this analytics sector. The Report was renamed this year to reflect DMG’s

• NICE RPA Expands Automation Training and Certifications to Support Enterprises & Partners Ahead of Automation Jobs Boom
  — Presented By: NICE
  

  The upsurge of RPA adoption is creating enormous demand for professionals with the technical and business skills to drive through successful automation projects.

• Customer Contact Week 2019 Celebrates its 20th Year
  — Presented By: CrmXchange
  

  CRMXchange Onsite Review Customer Contact Week 2019 Celebrates its 20th Year  In 2019, CCW reached a significant milestone. The event marked 20 years as a leading industry forum that has helped to define, shape, and continuously deliver relevant information on

• Forrester CXNYC 2019 Review
  — Presented By: CrmXchange
  

  As the first twenty years since the millennium have zipped by, the concept of customer experience has evolved from a hypothetical notion into a vital and expanding set of proven practices. Businesses of all sizes have learned to size up

• ICMI 2019 Contact Center Expo and Conference Summary
  — Presented By: CrmXchange
  

  Ed Mooney Director of Sales, North America for ASC notes that the recording and analytics company, based near Frankfort, Germany is a worldwide concern with 12 international locations. They started out over 50 years ago

• Seven “Must Have” Capabilities for Customer Service Applications
  — Presented By: CrmXchange
  

  Written by Basabdutta Chakraborty For CRMXchange Submitted byTrade Press Services April 2019 In the era of technological advancement, customers have endless choices of what products and services to purchase. To capture and maintain a higher market share require companies to

• The 2019 – 2020 edition of the Workforce Management Product and Market Report
  — Presented By: DMG Consulting LLC
  

  DMG Consulting DMG Consulting’s 12th annual Workforce Management Product and Market Report provides the most comprehensive and insightful coverage of this evolving technology sector. The 292 page Report contains detailed vendor, product, technology, trend, price and market data to help

• 2019 CRMXchange Enterprise Connect Review
  — Presented By: CrmXchange
  

  Delivering Detailed Analyses of the Technological Tools needed to Provide a Superior Customer Experience Over its nearly three decade history, Enterprise Connect has been the premier showcase to help businesses achieve transformation via communications and collaboration technologies. While much of

• Managing Digital Transformation with an Agile, Holistic Approach
  — Presented By: Majorel
  

  Jody Arebalo, Vice President of Transformation and Consulting, Majorel   As organizations look to become more customer centric in response to evolving consumer expectations, executives are increasingly seeking to improve and innovate customer service processes. With the rise of technologies

• Personality - When Language Leaves Footprints
  — Presented By: NICE Nexidia
  

  Personality, When Language Leaves Footprints Our language is a clue into who we are and how we operate. Our style needs and characteristics are prevalent in how we communicate, because at the end of the day, we want others

• CCW Gets 2019 off to a Rousing Start in Nashville
  — Presented By: CrmXchange
  

  Like the ever evolving industry it serves, the event originally known as ‘Call Center Week’ has been through a lot of changes over its 20 year history. Outsourcing that sent many customer care jobs overseas, then a movement toward work

• Call Center Compliance – Using Technology to Follow the Key Rules and Regulations
  — Presented By: CallMiner
  

  by Scott Kendrick, VP of Marketing at CallMiner   Risk taking is an essential element of business success. The marketing team might embark on a new edgy slogan to grab attention, or the product developers create a new item that’s

• ICMI Contact Center Demo-Conference Provides Guidance for Professionals Questing for Customer Service Excellence
  — Presented By: CrmXchange
  

  Every company acknowledges that there is a growing need to deliver superior customer service. For executives and managers to lead their teams to peak excellence requires making a dedicated effort to gain the knowledge, skills and technological tools to position

• Can your Contact Center Keep Up with Changing Consumer Demands?
  — Presented By: NICE CXone
  

  Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom

• Blurred Lines - How AI and ML are Enabling Human Agents to Be More Effective and Responsive
  — Presented By: CrmXchange
  

  The opening lines of Robin Thicke’s hit song from several years ago, “Blurred Lines,” echoes a common complaint of many consumers, “If you can’t hear what I’m trying to say…if you can’t read from the same page.”  Throughout the history

• There’s No Need to Compromise When Moving to the Cloud
  — Presented By: NICE inContact CXone Enterprise
  

  Organizations of all shapes and sizes are beginning to understand that the era of the connected customer is upon us. As technology becomes a larger part of our everyday lives, customers now have access to an increasing amount of channels.

• Unlock the Power of VOC Data Using Advanced Contact Center Analytics
  — Presented By: Calabrio
  

  How to Use Advanced Contact Center Analytics to Unlock the Power of VOC Data  A revolution in Big Data is underway. Advanced contact center analytics technology unlocks rich voice of the customer (VOC) insights that have been buried in contact

• Data Management: How It Can Boost Employee Engagement and Customer Retention
  — Presented By: docInfusion
  

  As your company grows, so does the mountain of customer data and other information. With all that growth comes a need to manage data effectively—and in a way that makes it accessible to all relevant teams and employees throughout the

• Data Privacy, Improved Customer and Employee Satisfaction are Key Drivers of Avaya’s New Workforce Optimization Suite
  — Presented By: Avaya
  

  There is a lot of activity going on and positive energy emanating from Avaya. The global contact center unified communications giant has been on a non stop march to update its portfolio of software and services. The impetus is also

• Forrester CXNYC 2018 Review
  — Presented By: CrmXchange
  

  Forrester’s CXNYC 2018 Forum  "Your New CX Mandate  Be The Engine Of Growth" explored the technologies, power initiatives, and the strategies needed to achieve true CX excellence. Presenters included high level Forrester analysts and industry leading speakers from top b

• The Humanity of Agent Empowerment
  — Presented By: Sharpen
  

  It’s time we faced some facts. There’s something wrong with customer service in the modern world, and contact center software vendors haven’t been helping matters.    For more than 20 years, the industry wide American Customer Satisfaction Index has been stuck

• Customer Contact Week 2018 Onsite Review
  — Presented By: CrmXchange
  

  One of the biggest challenges of talking about the 19th annual CCW in Las Vegas, which was held from June 18 22 at the Mirage in Las Vegas, was getting used to the updated definition of the acronym. The event

• Leveraging the Gig Economy to Complement Your Contact Center Workforce
  — Presented By: eGain
  

  The freelance economy, on demand economy, gig economy, or whatever you want to call it, continues to grow. According to research by McKinsey, the Freelancers Union, and others, freelancers already account for 25% to 36% of the workforce in the

• The Evolution of Customer Service
  — Presented By: NICE
  

  The contact center evolved from the call center in order to support more channels of interaction with customers, and this evolution  continues. Within 18 24 months, the contact center will transform into an experience hub – an entity that is

• ICMI 2018 Contact Center Expo and Conference Summary
  — Presented By: CrmXchange
  

  In a business environment where soaring customer expectations have become the norm, it’s critical for center professionals to leverage the power of connection. That was the message of the 2018 ICMI Contact Center Expo and Conference, held at the Walt

• 3 Ways to Maintain Positive CX Amid a Merger
  — Presented By: Sitel
  

  Mike Small, Chief Client Officer, Sitel Group  Brand acquisitions and mergers happen frequently and while executives within the companies tend to be more concerned with overhead costs, regulatory approvals and fending off industry competition, one of the most overlooked processes

• 2018 Knowledge Management Product and Market Report
  — Presented By: DMG Consulting LLC
  

  This is DMG Consulting’s inaugural Knowledge Management Product and Market Report. The Report thoroughly analyzes this mature yet reemerging IT sector the vendors, their offerings, the functional capabilities of the knowledge management (KM) solutions, best practices, product pricing, and more.

• State of Workplace Training in Contact Centers
  — Presented By: Axonify
  

  By Laura Martin, Vice President Marketing, Axonify, Inc.   With the need to serve an increasingly informed and connected group of consumers, new technology requirements on the job (like click to chat), and more focus around providing a holistic customer

• Are You Ready for the Impact of Artificial Intelligence on Your Contact Center?
  — Presented By: Creative Virtual
  

  By Chris Ezekiel, Founder & CEO, Creative Virtual The media buzz around artificial intelligence (AI) is still swirling, as is confusion around how AI can – or can’t – be used to reach your business goals. It’s easy to get

• GDPR: Imposition of EU Standard Will Have a Ripple Effect on Global Contact Center Operations
  — Presented By: CrmXchange
  

  For most Americans, the only major ordeal they’ll face on Friday, May 25th, 2018 is beating the traffic as they head off for the Memorial Day weekend. But for businesses all over the world, the date looms as the beginning

• Enterprise Connect 2018
  — Presented By: CrmXchange
  

  CRMXchange Enterprise Connect Review Delivering Critical Insights on the Contact Center Solutions that are Shaping the Market Enterprise Connect is the premier showcase for communications and collaboration to help achieve business transformation. Much of the event’s focus is on IP

• Omni-channel Isn’t A Buzzword
  — Presented By: Sharpen
  

  Murph Krajewski, VP of Marketing, Sharpen   Think back to the early 2000’s. It was a time where selling a multi channel communication platform was all the rage for contact center vendors. After all, both businesses and customers had been

• 2018 Enterprise Service Goals
  — Presented By: DMG Consulting LLC
  

  On an annual basis, DMG conducts a worldwide survey of enterprise, customer service and contact center servicing goals for the upcoming year. The results of DMG’s annual survey reflect enterprise priorities and investment direction. This information is helpful for companies

• Customer Contact Week - First Industry Event of 2018
  — Presented By: CrmXchange
  

  After nearly two decades, one of the industry’s flagship events has made a concession to the changing face of communicating with customers. Call Center Week (CCW) was launched in 1999 as an annual event to promote best practices in agent training, emerging technologies,

• Mass Migration: What Factors are Finally Driving Contact Centers to the Cloud and How Can They Achieve the Expected R-O-I
  — Presented By: CrmXchange
  

  When you ask, ‘what was the tipping point for companies to move contact centers to the cloud?’ some industry experts will tell you that you are rehashing a long settled issue, while others will acknowledge that only now is the

• New Year, New Customer Experience in the Cloud
  — Presented By: NICE CXone
  

  By Chris Bauserman, VP Segment and Product Marketing, NICE inContact     Regardless of industry, customer experience came into full focus this past year as one of the key differentiators among businesses. An organization’s ability to create personalized, meaningful interactions with