Past Podcasts

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

October 2019   
Learn How Attended Robots Improve Productivity and Agent Engagement - NICE - PODCAST COMING SOON!
Robots can improve the effectiveness, quality and satisfaction of employees by automating boring, repetitive and low value tasks that slow them down....if done right!
Best Practices Panel– Seamless Customer Experience - Combining AI, VA with Live Agents - Roundtable
Advances in Artificial Intelligence, chatbots, digital channels and self-service all contribute to delivering an improved customer experience. This panel discusses strategy that provides the greatest potential to enhance customer relationships by bringing all your customer touchpoints together.
September 2019  
How to Build a Speech Analytics Program - A Workshop - CallMiner
Listen to this workshop as we take you through the critical components you need to consider when putting together an analytics program.
Employee Engagement - The Hidden Secret to Customer Engagement - RingCentral 
Listen to this webinar to learn how employee engagement may hold the key to CX success. When employee communication and collaboration is enriched, employees become more invested in the organization, leading to double customer satisfaction rates as compared to their peers.
The 10 Steps to Building a KM Program that Works - Verint 
In this webinar you will learn how to build a knowledge management program that is set up for success.
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  
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.