CRM Archives

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• 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

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

  Meeting the New Challenges of Employee Training, Coaching and Engagement   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

• 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 inContact
  

  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 inContact
  

  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

• AI and Robotic Automation: A Customer Service Success Story
  — Presented By: NICE
  

  By Oded Karev, VP, Head of Advanced Process Automation at NICE   Since the inception of the steam engine in the 18th century, the human machine relationship has become a fundamental component of the workplace. Following the steam engine came

• Contact Center Employees Warn Increasingly Complex Customer Problems and Lack of Support Will Negatively Impact the Brand Experience
  — Presented By: Calabrio
  

  The idea that “the customer is always right” is rooted in the understanding that consumers are the drivers of brand success. Today, brands still abide by this unwritten rule and acknowledge that the customer experiences they deliver can make or

• 5 Customer Success Platform Must-Haves
  — Presented By:
  

  Haresh Gangwani, CEO of Bolstra When 20 percent of existing customers account for 80 percent of your future revenue, it’s vital to keep them engaged and satisfied. While this may fall under the label of ‘Customer Relationship Management’ at your

• Customer Service Summit Review
  — Presented By: CrmXchange
  

  Delivering proactive, genuinely personalized service that consistently maintains context across channels… Using customer data, comprehensive knowledgebases and advanced machine learning to reduce call volume and drive seamless transitions between AI entities and human agents…Meeting customer expectations with more responsive social

• DMG Consulting’s Intelligent Virtual Agent Product and Market Report
  — Presented By: DMG Consulting LLC
  

  The market is ready for IVAs. These solutions use artificial intelligence (AI), machine learning and other technologies to produce highly innovative and exciting self service capabilities for enterprises and their customers. IVAs are designed to emulate human conversations and interactions.

• Omnichannel Customer Service – All You Need to Know in Your Contact Center
  — Presented By: NICE inContact
  

  Have you ever wondered what is really behind omnichannel customer service? What exactly the difference is between omnichannel and multichannel? If your answer is yes, we can help. This article will shed some light on what omnichannel means, why it

• Innovation in the Contact Center: Where to Start
  — Presented By: Bright Pattern
  

  Innovation in the Contact Center Where to Start     Mobile, omnichannel, AI, integrated CRM, analytics with the universe of contact center technologies rapidly

• DMG Consulting LLC Speech Analytics Market Report
  — Presented By: DMG Consulting LLC
  

  The 2017 2018 Speech Analytics Product and Market Report, DMG Consulting’s twelfth annual edition, provides the most comprehensive and thorough review and analysis of the competitors, products, features, pricing, payback, and trends and challenges in the speech analytics market. DMG’s

• When Will Businesses Get the Message About Unlocking the Power of Texting?
  — Presented By: CrmXchange
  

  If you’ve walked down the aisles of the expo hall at any contact center conference event over the past few years, you couldn’t have helped but notice the growing number of exhibitors demonstrating text messaging solutions. in a world where

• ICMI Contact Center Demo-Conference Focuses on Both Current Expectations and Future Directions
  — Presented By: CrmXchange
  

  Businesses of all sizes have become increasingly aware of how important contact centers are in retaining customers, helping to generate lasting loyalty, and ultimately building the bottom line This has created an urgent need for technologies and strategies to improve

• ICMI Contact Center Demo Case Study Review
  — Presented By: CrmXchange
  

  US Bancorp Fund Services Shares Best Practices for Maximizing Contact Center Talent Everyone knows that the contact center can be an extremely stressful environment where the day to day responsibilities are often emotionally draining. And for the best and brightest

• AI: The Final Frontier in Customer Experience or the Portal to a Brave New World?
  — Presented By: CrmXchange
  

  Over the years, the one constant in the customer care arena has been technological change. It has evolved from the dawn of rudimentary call centers in the ‘60s and ‘70s, and grown via advances in touch tone dialing and toll

• 5 Innovative Use-Cases for Customer Service Transformation
  — Presented By: eGain
  

  Customer experience (CX) innovation is no longer a luxury, with 89% of companies expecting to compete mostly through CX (Source Gartner). Here are five examples of how you can innovate in customer service, and deliver winning CX.   Goodbye, IVR

• Are Chatbots, Virtual Agents, and Artificial Intelligence Threats to Your Contact Centre?
  — Presented By: Creative Virtual
  

  By Chris Ezekiel, Founder & CEO, Creative Virtual 2016 saw the start of a renewed interest and flurry of excitement around automated, AI bots. However, publicized failures like that of Microsoft’s experimental chatbot Tay turned some of the chatbot excitement

• Forrester CXNYC 2017 Review
  — Presented By: CrmXchange
  

  With so many businesses focusing on customer experience, it’s become more difficult than ever to use it to differentiate a brand in the marketplace. In an environment of constantly rising customer expectations, companies are challenged to create programs that not

• Call Center Week 2017 Onsite Review
  — Presented By: CrmXchange
  

  Call Center Week 2017 Onsite Review   A comprehensive education program featuring Master Classes on chatbot implementation and next gen staffing strategy…site tours of Zappos and Asurion …an array of solution provider workshops covering everything from personalized omnichannel service to

• Acticall Sitel Group Merges the DNA of Two Leading Worldwide BPO Organizations
  — Presented By: Sitel
  

  When Group Acticall acquired Sitel in the fall of 2015, there was some degree of initial skepticism that the two cultures could be successfully merged. Sitel was best known for its 30 years of proven experience, wide ranging worldwide business

• 2017 Call Center Week Preview
  — Presented By: CrmXchange
  

  Call Center Week Preview The theme of this year’s 2017 Call Center Week is Strengthening the Contact Center Foundation. The event organizer, IQPC, is an international producer of numerous multi industry events. CRMXchange spoke with several of the two hundred

• DMG Consulting’s 14th annual Contact Center Workforce Optimization (WFO) Market Share Report
  — Presented By: DMG Consulting LLC
  

  This is DMG Consulting’s 14th annual Contact Center Workforce Optimization (WFO) Market Share Report. It analyzes revenue and market share for WFO vendors worldwide for 2016 and shows 5 year industry trends for this segment. This Report provides the most

• ICMI 2017 Contact Center Expo and Conference Summary
  — Presented By: CrmXchange
  

  The 2017 ICMI Contact Center Expo and Conference, held at the Walt Disney World Resort in Orlando, FL from May 22 25, focused on the theme of “Delivering Exceptional Customer Experiences in a Complex and Changing World.” It provided executives, managers

• CRMXchange - Enterprise Connect Solutions
  — Presented By: CrmXchange
  

  Enterprise Connect, a conference and expo for “communications and collaboration transforming business” is mainly a showcase for IP Telephony, Unified Communications and other issues central to enterprise networks. The event, which took place March 2017 at the Gaylord Palms in

• Fake News: Could the Solution be the Poison? Why We Need AI Bots to Detect Fakes Faster Than Humans
  — Presented By: inbenta
  

  Fake News Could the Solution be the Poison? Why We Need AI Bots to Detect Fakes Faster Than Humans John Forrester, CMO of Inbenta In a connected world, where a fake news publisher has the ability to make thousands of dollars

• FCC Offers No-Cost Technology Platform to Enable Businesses to Communicate Directly with Hearing-Challenged Customers
  — Presented By: CrmXchange
  

  As the title of the still popular song written 90 years ago tells us “The best things in life are free.” But while the moon and the stars belong to everyone, there has almost invariably been a price attached to

• Top 3 Emerging Social Media Trends Impacting Contact Centers in 2017
  — Presented By: CrmXchange
  

  A base principle of the most successful customer care operations is to meet the customers where they are interacting with brands.

• The Big Question on Avaya’s Chapter 11 Filing: Is Their Future Bright or Will They Be Dimming the Lights?
  — Presented By: CrmXchange
  

  When any business files for Chapter 11 protection, there is always immediate speculation about whether it is the basis for a positive turnaround that will guide it back to profitability or a stopgap measure that will merely slow down an irreversible decline.

• Omnichannel Quality Management: What Are the Criteria by Which Contact Centers are Being Judged?
  — Presented By: CrmXchange
  

  Delivering a superior omnichannel customer experience (CX) has become a high-priority goal for organizations of every type.
  

• Call Center Week Winter
  — Presented By: CrmXchange
  

  The first onsite event of the 2017 contact center educational calendar, Call Center Week Winter, took place at the Sheraton New Orleans in New Orleans, LA from January 17-20, attended by professionals representing a broad spectrum of organizations of all sizes and business categories.

• Increase Customer Engagement by Delivering Text-Generation Customer Service
  — Presented By: CrmXchange
  

  If you’re like the overwhelming majority of Americans, 24 hours seldom go by without texting.

• 2017 Contact Center and Servicing Goals
  — Presented By: DMG Consulting LLC
  

  In this year’s study, participants were asked to select their top servicing objectives from 33 categories and were invited to write in additional goals.

• Businesses Explore the Benefits of Robotic Process Automation in Customer Care at IRPA Conference in New York
  — Presented By: CrmXchange
  

  As perhaps the most disruptive technological development on the horizon, robotic process automation (RPA) is actively changing the ways companies of all sizes manage their business processes, helping to streamline workflow and permanently altering the nature of the workforce.

• Integrating UC and Contact Centers Pays Big Dividends in Customer Care
  — Presented By: Enghouse Interactive
  

  The movement towards offering customer care across multiple service channels (mobile, web, phone) has been underway for several years.

• Live in the Now: How to Get Immediate Value With Customer Surveys
  — Presented By: VHT
  

  When your customer pauses their day to take a survey, they provide a personal view into your operations.

• Gaming the Strategy: What Are the True Drivers of Effective Contact Center Performance Management?
  — Presented By: CrmXchange
  

  Performance management is an integral part of managing the contact center.

• Big Benefits in Using Big Data in Contact Centers
  — Presented By: Convergent
  

  Today, there is more customer data coming into each agent portal within a single contact center than these companies may know what to do with.

• On-Demand Customer Service - part 2
  — Presented By: CrmXchange
  

  The impact of technology on the contact center environment, specifically staffing.

• On-Demand Customer Service - part 1
  — Presented By: CrmXchange
  

  The effects of the on-demand economy on customer service.

• The Contact Center in Its Current Form is Finished
  — Presented By: Creative Virtual
  

  The contact center in its current form is finished. At first this may sound like a shocking statement, but take a look at your customer base.

• Genesys External FAQ
  — Presented By: Genesys
  

  On August 31, 2016, Genesys, a market leader in omnichannel customer experience and contact center solutions, and Interactive Intelligence, a global leader of cloud and on-premise solutions for customer engagement, communications and collaboration, announced that they have entered into a definitive agreement under which Genesys will acquire Interactive Intelligence.

• Genesys Q&A with Sheri Greenhaus of CRMXchange
  — Presented By: Genesys
  

  We expect the high-end enterprise market, where Genesys has historical strength, will continue with on-premise solutions for a long time, but with cloud-like architectures.

• Plasticity Labs and Tenacity Apply Scientific Approaches to Improving Employee Performance and Reducing Attrition
  — Presented By: CrmXchange
  

  While technology is constantly changing and the make-up and responsibilities of front-line personnel are evolving in a variety of different ways, low employee morale and turnover are still the most pernicious issues in many operations.

• Call Center Week 2016 Summary
  — Presented By: CrmXchange
  

  An audience of 2,000 attendees had the opportunity to meet with more than 200 technology solution providers, and hear from a roster of over 130 speakers. CRMXchange was on the exhibit floor to learn more about the innovative new products and services coming up in the marketplace.

• Call Center Week 2016 Preview: Contact Center Consulting
  — Presented By: CrmXchange
  

  We gain insight from the Northridge Group, a consultancy where the policy is to choose its business leads on the basis of having an extensive hands-on background in developing and implementing strategies within the chosen industry.

• Is Your Workforce’s Language Skills Gap Costing You Money?
  — Presented By: CrmXchange
  

  In today’s global marketplace, consumers have more options than ever before. Brand loyalty is hard-won, so customer satisfaction is critically important to increasing a company’s bottom line.

• Call Center Week 2016 Preview: Customer Engagement - Voice Automation Technology
  — Presented By: CrmXchange
  

  While “screenplay” and “studio” are phrases usually associated with another western destination—Hollywood --- CRMXchange got a coming attraction from two suppliers of innovative applications who give these household words an entirely different meaning.

• Call Center Week 2016 Preview: Cloud Contact Center Solutions
  — Presented By: CrmXchange
  

  In our continuing series of pre-event conversations with innovative sponsors CRMXchange caught up with two suppliers who believe their offerings deliver a high level of sophistication while minimizing cost and complexity.

• Call Center Week 2016 Preview: Text Messaging
  — Presented By: CrmXchange
  

  In this installment, we explore how a highly popular communication channel that has been underserved as a vehicle for customer interactions is rapidly emerging as a powerful new tool to reduce call volume and increase CSAT for businesses of all types in discussions with messaging specialists.

• Call Center Week 2016 Preview: Employee Engagement
  — Presented By: CrmXchange
  

  In this installment, we look at the growing importance of keeping employees engaged and motivated in conversations with two solution providers with specific expertise in these crucial areas.

• Prioritizing Training and Development is Crucial to Reducing Customer Effort
  — Presented By: CrmXchange
  

  A service experience that requires a high degree of customer effort is often the catalyst that causes a consumer to switch to a competitor. In fact, recent research reveals that high-effort interactions make it four times more likely that a customer will take such an action.

• ICMI 2016 Contact Center Expo and Conference Summary
  — Presented By: CrmXchange
  

  The 2016 ICMI Contact Center Expo and Conference, which took place at the Long Beach (CA) Convention Center from May 2016 provided executives, managers and supervisors with a focused educational program as well as a diverse marketplace to review the latest products and services.

• Taking the Lead in Customer Relationships through Ingaged Communication
  — Presented By: CrmXchange
  

  In my opinion, listening alone cannot do the job of building enduring and profitable customer relationships.

• Why Agents Hate Coming to Work
  — Presented By: Five9
  

  As an industry, we talk a lot about the customer journey and perhaps not enough about the agent experience.

• From Machine Learning to Social Media – The Top Customer Care Trends of 2016
  — Presented By: CrmXchange
  

  Customer care is getting more personal but the leading trends emerging in 2016 indicate that smart machines may be key in driving the pursuit of individualized service.

• Taking eLearning and Agent Training to the Next Level
  — Presented By: CrmXchange
  

  Online Education Solution Providers Offer Innovative Options that are Changing the Face of Agent Training

• Keeping Up with Changing Technology in 2016
  — Presented By: Pipkins, Inc.
  

  If your company has been stuck with outdated technology that no longer matches your needs or capabilities, the New Year is an excellent time to re-evaluate and make substantive changes.

• Enterprise Connect Solutions Review
  — Presented By: CrmXchange
  

  Over its 25-year history, Enterprise Connect has been chiefly a conference and exhibition for IP Telephony, Unified Communications and other issues central to enterprise networks and communication.

• Surviving and Thriving in a World Where Customers Are More Connected Than Ever
  — Presented By: CrmXchange
  

  Reducing customer effort. Offering more convenient channels to anticipate your customer’s changing priorities. Establishing new metrics to ensure consistent high quality service. Mapping the customer journey to provide consistent context across the channels.

• Future Contact Center: The Customer Experience Backbone
  — Presented By: Calabrio
  

  The technology landscape is changing, and organizations are adapting how they do business. Businesses are looking to leverage technology to get the most out of each department, and the contact center is no exception.

• Digital Strategy Sit Rep
  — Presented By: [24]7.ai
  

  We can help your team develop an understanding of the complete model and facilitate an open dialogue among your team to develop a path forward.

• Call Center Week Winter - Solutions Review
  — Presented By: CrmXchange
  

  The first onsite event of the 2016 contact center educational calendar, Call Center Week Winter, was attended by a gathering of over 300 industry professionals representing a broad spectrum of organizations.

• Top Enterprise Servicing Goals for 2016
  — Presented By: DMG Consulting LLC
  

  On an annual basis, DMG Consulting conducts a worldwide survey of enterprise and contact center executives and managers.

• NETSCOUT nGeniusONE Platform Preempts Finger-Pointing by Rapidly Identifying Problems
  — Presented By:
  

  When networking issues that affect the customer experience crop up in a next-generation contact center, the first reaction is to find someone to blame for the problem.

• Top 7 Predictions for Channel Sales in 2016
  — Presented By:
  

  In all, if there were ever a time for channel chiefs to buckle into their saddles, we believe 2016 is the year.

• Using Technology to Restore the Human Touch in Customer Service
  — Presented By: TeamSupport
  

  People who are seeking customer service and the companies that provide support have a common objective: to resolve the customer’s issue as quickly as possible.

• Moving Toward a Culture of Customer Experience
  — Presented By: Loyalty360
  

  The prioritization of customer experience is becoming more important for brands and marketers across almost every industry.

• Development and Directions: SpeechTek - CRMEvolution - Customer Service Experience
  — Presented By: CrmXchange
  

  The trio of annual events, SpeechTEK, CRM Evolution and Customer Service Experience, covered a broad range of information in three co-located conference programs. On the Customer Solutions Expo exhibit floor, suppliers demonstrated offerings designed to help organizations stay a step ahead of the rapidly evolving need

• The Millennialization of Customer Service
  — Presented By: Nuance
  

  Millennials, those born between 1981 and 1996, are the biggest generation in history – and every customer service organization is asking how it should treat these 80 million, digitally native customers differently.

• Workforce Management Myth Busters
  — Presented By: Pipkins, Inc.
  

  Ensure you understand what you are paying for before investing in a workforce management system. Regardless of marketing promises, they are not all equal. Choose your best solution to avoid future problems
  

• Satmetrix® Net Promoter® Benchmark Reports Latest Customer Loyalty Industry Leaders
  — Presented By: CrmXchange
  

  The reports rank more than 220 brands, such as industry leaders including Costco, USAA, Amazon.com, Apple and more across 22 U.S. industry sectors, including financial services, insurance, technology, online entertainment, retail stores, electronics, travel and hospitality, and telecommunications.

   
  

• Virtual Customer Assistants and Knowledge Management: A Winning Combination for an Omnichannel Customer Experience
  — Presented By: Creative Virtual
  

  More than just buzzwords, multichannel and omnichannel are hot topics for organizations today and each brings its own definition and challenges to an organization’s customer experience strategy

• Good for the Customer Is Good for Business
  — Presented By: Convergys
  

  Across industries, we see over and over that customers are looking for brands to create service experiences that answer their questions quickly and solve their problems with a minimum of fuss.

• Enterprise Connect Conference Review
  — Presented By: CrmXchange
  

  CRMXchange caught up with five vendors with applications in the contact center space to gain insights on how they view the marketplace.

• The Future Contact Center Summit Review – Part 3
  — Presented By: CrmXchange
  

   .In our final report on the Future Contact Center Summit, we talked with several solution providers (Castel Communications, GeoFluent by Lionbridge, PrimeConnections, and VoiceBase) who discussed new tools organizations can use to get closer to their customers.

• The Future Contact Center Summit Review – Part 2
  — Presented By: CrmXchange
  

  In our second report on products on display at the Future Contact Center Summit in Orlando, four innovative vendors (Enghouse Interactive, Kodak Alaris, Loxysoft, and Ytel) discuss the added capabilities offered by their solutions.

• The Future Contact Center Summit Review – Part 1
  — Presented By: CrmXchange
  

  In a series of reports, CRMXchange will present revealing perspectives and insights from a cross-section of the nearly 60 solution providers on the exhibit floor. Our first installment looks at training and agent support.

• Three Questions to Ask for Improved Case Management in 2015
  — Presented By:
  

  As your business embarks on another new year, it’s time to ruminate about how you’re currently approaching case management and either enhance, or completely overhaul your existing approach.

• How to Keep Your Agents Really Busy
  — Presented By: CrmXchange
  

  We will answer all of these questions and introduce a logical mechanism known in the contact center industry as Agent Capacity Model, enabling us to solve all of these problems.

• Omnichannel? Why Should Contact Centers Care?
  — Presented By: SAP
  

  When investing in new channels and services, companies need to make sure their contact center is well aligned. According to Aberdeen research, companies can gain significant business benefits by integrating contact centers within their omnichannel strategy.

• VetAdvisor Enlists SugarCRM to Help Ease the Transition from Military Service to Civilian Life
  — Presented By: CrmXchange
  

  VetAdvisor, which provides proactive coaching services in a variety of areas, has leveraged its deployment of SugarCRM’s advanced platform to rapidly expand its effectiveness in reaching and better serving military veterans.

• Head for the Cloud with a Hosted Solution
  — Presented By: Pipkins, Inc.
  

  Most businesses in today’s economy are looking to maximize investments and reduce wasted labor and operating expenses. One area that may make or break bottom-line profits is a company’s contact center, which is often the first point of interaction with customers.

• Technology Solutions Provide Information Guideposts for Customers at Every Step along Their Journey
  — Presented By: CrmXchange
  

  Consumers trying to decide what to do next when they can’t find the information they need online can relate to Samuel Taylor Coleridge’s famous line from the Rime of the Ancient Mariner: “Water, water everywhere, but not a drop to drink.”

• Advances in Analytics and Multi-Channel Capabilities Drive Progress In Workforce Optimization Software
  — Presented By: CrmXchange
  

  Workforce Optimization (WFO) products continue to maintain their long term status as one of the most sought after commodities for improving contact center operation.

• Higher Consumer Expectations, Security, CRM Integration and Adding More Responsive Mobile Options Shape Cloud Contact Center Solutions
  — Presented By: CrmXchange
  

  While each organization may have its own set of service priorities, every business must now recognize and embrace one universal truth .Customers now expect more efficient service than ever from the companies with whom they do business.

• Solution Providers Take a Closer Look at the Key Factors Governing the Adoption of Cloud Contact Center Technology
  — Presented By: CrmXchange
  

  In a business environment practical questions on logistics, costs and capabilities must be addressed before organizations make a bottom line decision.
  

• Get in the Game: How to Build the Case for Gamification
  — Presented By: NICE
  

  Gamification has long received certain hype, but now it is entering the mainstream. If you have not already jumped into gamification, now is the time to get a running start.

• Deciphering the Customer Experience to Empower Your Enterprise
  — Presented By: NICE
  

  Brands are starting to take notice of the importance of being there for customers during these make-or-break moments, and how to shape the Customer Experience by tailoring it to the individual’s critical decision-making moments.

• Customer Collaboration and the Internet of Everything
  — Presented By: Cisco Systems, Inc.
  

  Cisco defines the Internet of Everything (IoE) as the networked connection of people, process, data, and things. The true benefit of IoE is derived from the compound impact of connecting all these elements, and from the value this increased connectedness creates as everything comes online.

• The 10 Metrics that Matter Most for Social CRM
  — Presented By: HP
  

  When it comes to implementing new metrics, remember that change management and organizational readiness are prerequisites. 

• Listening to Customers
  — Presented By: Cisco Systems, Inc.
  

  Listening to customers takes will and effort, but that's how many companies differentiate themselves from the competition.

• Gamification Making Inroads in Providing Effective Motivational Tools for Contact Center Employees
  — Presented By: CrmXchange
  

  Beyond the competitive and recognition aspects, gamification also creates a social collaboration environment, delivers notifications and alerts, offers live guidance within training courses, and provides analytics and performance reviews.
   

• The Multichannel Service Challenge: Know where your customers are and show them some love
  — Presented By: Aspect
  

  Customer service interactions have progressed far beyond a telephone call and now include a growing number of online, social and mobile platforms. 

• Resolve. Prevent. Engage: The Trinity of Excellent Customer Service
  — Presented By: NICE
  

  All service organizations have the same basic goals in mind – to improve the customer experience and reduce costs. But how can they go about achieving this?