What Matters When Hiring for Your Contact Center?

HireIQ will discuss the essential candidate information that leads to improved hiring outcomes. . . .

Sep 20

Tech Tank - Analytics and Quality Assurance

In this webcast, Aspect, inContact, and CallMiner will view top QA and Analytics solutions. It's challenging for contact center leaders and managers to determine which solutions offer the greatest potential for improving the performance of their departments. . . .

Sep 22

Sales Leadership Lessons From the Former COO of VMWare

As Sales leaders, you play an instrumental role in your company. You are responsible for revenue. Your ability to lead your team, and your team's ability to execute and deliver, drives the success of the entire organization. With Carl Eschenbach's vast experience growing and running large Sales teams, he's found that the relationship between Sales and Sales Operations is absolutely critical to te . . .

Sep 22

The Four Components of a Great Workforce Process

It is pretty well known as a contact center best practice that the best workforce management process consists of solid forecasting, strategic planning, and scheduling/real-time management. But there is a 4th item that gets little mention:communication and collaboration. . . .

Sep 27

Chat and Messaging: Why You Can't Ignore It

Your customers no longer want to call. Now more than ever, humans start with a quick message even if we desire a full conversation. We communicate by chat, voice, video and always in that way. This is a trend you can't ignore. During this webinar, we will share more on why you can't ignore and provide tips to executing chat successfully for your brand. . . .

Sep 29

How Data and Analytics Can Turbocharge Your Chat Program

Whether you’re a basic chat beginner or more advanced, this webcast will coach you on using web data, customer journey analytics and text mined insights to improve your chat results and become an engagement fitness expert. . . .

Oct 6

Roundtable - Best Practices to Enhance Customer Loyalty and Employee Engagement

Tenacity and Verint will discuss how businesses are more aware than ever of the positive impact that customer loyalty and employee engagement can have on corporate performance. . . .

Oct 18

Agent Evaluations - The Cherry-Picking Dilemma

Savvy QM leaders are taking the randomness out of their approach, establishing innovative best practices in analytics-driven scoring. . . .

Oct 20