Past Podcasts

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

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.