Past Podcasts

 Click on the podcast title to listen to the latest podcast taken from CRMXchange live webcasts. 

August 2019  
How Intelligent Routing Can Deliver the Business Results - NICE Nexidia 
Join us as we discuss how the typical legacy routing strategy is evolving to be intelligent, personalized, and capable of improving your metrics.
Long and Short Term Forecasts and Weekly to Interval Staffing Requirements - Genesys 
In this session, we discuss how math and assumptions change as we move from long term planning to scheduling to real-time management.  We’ll offer tips for accurate staffing and forecasting.
Gain Visibility Into Customer Interactions With The Combined Power of Automated Scorecards, Transcription and Sentiment Analysis - CallFinder
In this webcast you’ll see first-hand how combining powerful speech analytics technologies can optimize performance, functionality, and user experience.
Best Practices Discussion – How to Deliver an Effortless Customer Experience - Roundtable 
Organizations that actively focus on helping people solve problems quickly and easily are often the most successful at building customer loyalty.
July 2019  
Case Study - Building New Roads to Greater Productivity and Efficiency with QA and Analytics - CallFinder 
Listen to this webinar to learn how putting speech analytics and transcription solutions in place in the contact center offers significant business benefits.
Workforce Strategy - How AI Can Make Every Agent Your Best Agent - Talkdesk 
Agent empowerment requires a combination of trust and technology. Listen to this podcast to discover how to empower your agents using Workforce Engagement.
Speech Analytics - Insights, Guidance and IVR Innovation - Gridspace 
Join us for an introduction to GRACE, a voice-bot, who can be used to supplement your existing workforce by handling repetitive call types and/or be your IVR replacement.
Best Practices for Workforce Management - Roundtable 
Listen to this podcast as panelists offer WFM ideas that can be adapted to meet the needs of today’s rapidly evolving contact center environments and how to become the employer of choice.  
June 2019   
Ahead of the KPI Curve - How Visual Assistance Delivers Across all Contact Center Metrics - TechSee 
An emerging technology, Remote Visual Assistance is enabling agents to exceed all their targets across FCR, AHT, and NPS. Listen to this podcast to find out more.
AI and RPA – Transforming Customer Service- Tech Tank
During this webcast, you will hear about RPA and the how AI automation strengthens speech and digital to complement one another in a multi-modal experience.
May 2019   
Unleash the Data in Your Contact Center - Improve CX Across the Organization - Verint 
Listen to this webcast to learn how you can use interaction data to help break down silos and provide a connected view of the customer across the enterprise. 
Quality Monitoring Strategies Reimagined - NICE 
This webinar will cover the benchmark findings on the current state of quality management and how to drive change in your quality program that will result in a greater influence in agent performance and business outcomes.
Roundtable - Strategies for Creating Effective Customer Experience 
Listen to this webcast to hear the most effective strategies for delivering excellent experience demanded by today’s customers. We discuss the simple, yet critical variable to consider when developing an omni-channel customer service capability.
The Perfect Pair - Quality & Analytics in your Contact Center - NICE inContact 
Not getting the results from your QM program? Listen to this webcast to learn how Quality Management Analytics leverages insights to make your quality program more precise and efficient.
April 2019   
Successfully Increase Agent Workflow Effectiveness - A How-To Guide - nVoq 
This webcast discusses the 5-step process to increase agent workflow effectiveness.
Tech Tank - Customer Delight - Live Demonstrations of Breakthrough Innovations
Join Genesys and NICE inContact for a fascinating inside look at emerging solutions such as AI, speech and text analytics, that significantly impact contact center operations.
March 2019  
Why Every Contact Center Needs Performance Management - Aspect 
 Join Aspect in a hands-on review of how Performance Management can make a huge difference in both customer engagement and contact center efficiency.
Roundtable - Best Practices in Analytics and Business Intelligence 
Listen to this webcast to hear best practices and proven strategies as leveraging analytics and business intelligence is discussed.
February 2019  
Swipe Left, Swipe Right – How to Match the Customer with the Perfect Agent - NICE Nexidia 
Using a personality model developed in partnership with the NASA, move from trends to true matches for your business and your customers.
Removing Barriers to a Successful Digital Strategy - VHT
When designing and implementing your digital strategy, organizations need to take into account both the customer's and the company’s intent.  Listen to this webcast as VHT explores best practices, examples, and digital strategy. 
Smart Agent Assistant - Intelligent Automation with a Human Touch from within the Agent’s Desktop - Jacada
Listen to this Technology Showcase as we demonstrate the Smart Agent Assistant, an RPA bot working side by side with the call center agent, to provide a human touch where it matters most – at the desktop.
Roundtable - Preparing for the Future of Workforce Management 
Discover and experience emerging solutions to help improve service levels while keeping costs in check.
January 2019  
Customer Engagement 2019—Top Trends, Predictions and Priorities - Nuance with guest Forrester Research
Listen as we explore the trends, predictions and priorities that will shape the future of customer engagement in 2019—and beyond.
Avoiding the Perils of Metric Mismanagement - Talkdesk 
What are the most important metrics in your contact center? Listen to this webcast to learn how to use those metrics in the most effective way to define and measure your team’s progress towards success.
Meet Your 2019 Goals for AI and Analytics - Verint 
Whether your goal is to cut costs, improve processes, or to reduce churn, make 2019 the year you take action!
December 2018  
Tech Tank Roundtable - Enhancing Customer Engagement – Trends for 2019 and Beyond 
NICE inContact outlines key moves to make in 2019. VHT discusses how to provide an elegant transition from any digital interaction to voice at key moments.
November 2018  
How to Provide Your Contact Center With a Better Agent and Customer Experience - Sharpen 
Listen as Sharpen provides organizations with strong coaching and training tools which improve the agent and customer experience. 
October 2018  
What Can Contact Centers Expect from AI? - Fonolo
Customers still prefer personalized voice calls but this voice-call platform can lead to long hold-times. Learn Fonolo's solution for callbacks to address this issue and others.
Roundtable - Innovations and Trends in Customer Service
Join Calabrio, NICE, and Sharpen as they discuss trends that are optimizing customer support.
How to Build a Flexible Scheduling Plan for the Future - NICE 
Join this webcast as we discuss options to strategic planning solutions and the pros and cons for each. 
September 2018  
How to Develop a Digital Voice of the Customer Action Plan - Verint 
In this webcast we discuss how to develop an action plan with best practices for collecting and analyzing data across channels.
The CX Maturity Model - VHT 
Part one of a two-part series, join us as we walk through a CX Maturity Model focused on the voice and digital elements. 
Tech Tank – Analytics – Speech, Text, and AI 
Gain insight on the capabilities of quality, speech, text, AI and interaction analytics, which offer a variety of updated applications to more accurately measure, track and improve the quality of contact center interactions.
Great Contact Center What-If Analyses - Genesys 
Learn how to use What-If Analyses to maximize forecasting benefits. 
Humans & AI: The Perfect CX Power Couple - Creative Virtual
Listen to this webcast for an inside look at bringing together AI and human input to provide quality self-service options, improve live chat and contact center performance, and increase customer satisfaction scores. 

August 2018  
Cloud Customer Engagement Platform - A Deep-Dive Demo of Must-Have Capabilities - Aspect 
During this demo we’ll showcase Aspect Via®, the complete customer engagement platform in the cloud. The industry’s first true and proven multi-tenant customer engagement platform.
Best Practices - How to Deliver an Effortless Customer Experience - Roundtable 
Listen to a roundtable discussion on the best practices for every step of the customer feedback journey.
Improving Capacity Planning - Models are Important! - Genesys 
In this session, we discuss capacity planning as the next step after forecasting; and how using simulation modeling and optimization modeling together will help show how to best manage our contact centers.
Fulfilling the Promise of Agent Empowerment - Sharpen 
Join us as we share how key trends, such as AI and IoT, are driving new opportunities for agent empowerment, and how contact centers can take advantage NOW to improve their agents’ experience.

July 2018 
How to Incorporate Voice Into Your Digital Transformation - VHT 
This webinar focuses on tips and tricks around key elements of the digital transformation landscape, how this is changing the overall customer experience and the new role voice plays as part of this transformation.
Contact Center Automation Made Robust with Customer Service RPA - Technology Showcase 
Join us as Jacada breaks down the traditional segmentation of front office and back office automation and introduce Customer Service RPA as a bot/human hybrid automation that amplifies agent productivity rather than replacing the agent.
Gamification: Best Practices, Benefits and Use Cases - GamEffective
 Join us as we explore best practices for implementing gamification in contact centers and discuss how to create a business case for executives and stakeholders.
Roundtable: Best Practices in Workforce Management 
Workforce management has long been defined as ensuring that the right number of agents with the right skills are available at the right time to deliver the right level of support to customers.  Learn best practices to adapt to the needs of today’s rapidly evolving contact center environments.


June 2018

  Diving into Data and Forecasting - Genesys 
Most companies use inefficient forecasting methods. Listen to this webcast to learn best methods for time-series data forecasting and the metrics and data needed to develop accurate forecasts.


  Artificial Intelligence in the Contact Center - Tech Tank  
As organizations work to implement digital transformation initiatives around AI, automation and customer self-service, the contact center must play a key role to avoid creating silos that will damage the customer experience.


  Best Practices: Empowering your Call Center Agents and Remote Workforce to Deliver A Great Customer Experience – Evolve 
How do you know you are making the best use of your contact center technology to improve agent productivity & business efficiency? In this webcast we will discuss different aspects of contact center technology that you can utilize to help your call center agents and remote workers deliver a great customer experience.


May 2018  
  Guide to Balancing Customers’ Expectations with Operational Realities – VHT    
The goal of any contact center today is to provide their customers with the personal touch in a digitally efficient way – and that means you must know your customers, their channel choices, and their wants and needs inside out.  We take a closer look at what today’s centers should consider. 

  The Reboot of Voice: Transform Customer Engagement in the IVR and Beyond – Nuance  
For years, investments in the voice channel have taken backseat to digital. But with the rapid rise of IoT devices and AI-driven conversational experiences in the consumer realm, organizations must rethink the role of voice in a world where consumers want to engage through channels and devices beyond the phone.  With loyalty and revenue at stake, now is the time for your organization to reevaluate the role of voice in your omni-channel customer engagement strategy. 
  Aspect: Speech Analytics Demystified  
Speech analytics used to be considered a luxury in the contact center, partly because the technology is not well understood. However, the business case for this remarkable technology is inescapable.  Contact centers struggling to increase revenue, reduce cost, improve interaction quality and ensure compliance should be considering speech analytics as an operational silver bullet.  Join Aspect for a demonstration of how this technology works on real customer data and learn how you can enjoy great benefits throughout your contact center. 
  Roundtable - Digital Customer Service - IVR, Chat, SMS and VA   
Live chat has become one of the most popular channels. Companies are now investing in solutions such as chatbots and intelligent virtual agents to augment the capabilities of customer service teams and reduce operating costs. Messaging, SMS and Facebook Messenger apps are rapidly gaining momentum. During this roundtable as we discuss best practices, case studies and solutions which provide the greatest potential to enhance customer relationships.

  Sharpen: Creating an Agent Experience Culture That Sticks   
Agent turnover has reached peaks of 45% year-over-year.  The core problem…poor agent experience. In this session, you’ll learn: 1) The three major components used to view the complete agent experience 2) Common agent experience measurement barriers and pitfalls 3) 3 action items to begin improving agent experience in your own contact center. 

  West: No More Stilted Robotic Conversations   
How do you make customers feel comfortable and at ease when dealing with an automated system? Personas are an easy way to overcome that obstacle, allowing your customers to stop thinking of the interface and really engage. During this webcast we will look at 5 actionable steps to start utilizing personas as part of your overall customer experience strategy. 
April 2018  
  Verint: How to Drive Improved Business Outcomes with your Existing Customer Data   
Hear how to maximize the data you already collect across your organization to provide the full view of your customer experience – including how to foster collaboration across your business to tie survey insights to operational metrics across channels. 


  VHT: Reduce Customer Effort and Improve Operations   
The ideal omni-channel journey effortlessly recognizes and guides your customers to the best outcome. VHT Navigator is a customer engagement solution that empowers the customer to get where they want to go while enabling your organization to navigate the experience in real-time and gather valuable details about your customers’ journeys.  

  CRMXchange: Tech Tank: Customer Delight - Live Demonstrations of Breakthrough Innovations  
The customer experience/contact center industry is a space where constant progress is the norm, making it an overwhelming task to keep track of the latest innovations. Get an inside look at emerging solutions that are already having a significant impact on the marketplace. Attendees will view demonstrations of the most advanced contact center technologies and see how they can help resolve ongoing issues. 

  Genesys: Capacity Planning Overview 
In this webcast we will discuss: the importance of capacity planning, the four modeling steps required to develop great plans, pitfalls and tips gleaned from the best planners, and how to set up a solid planning process.
  GamEffective Learn How to Apply Gamification in the Contact Center  
Can gamification really move the needle on motivation and learning in the contact center? If so, what goals should we set and what results should we expect? Modern gamification uses digital motivation and engagement automation to drive both learning and employee motivation. Applying it won’t necessarily make agents more competitive, but it will make them more engaged.