Social Customer Care: Before Jumping In, Make Sure You Can Swim

Whether executives like it or not, customers are chatting about their brands online, and 46% of them expect a reply within the hour. Consequently, customer care and CX executives are facing more pressure than ever to drive exceptional social experiences, while also supporting traditional customer channels. So how can customer care and CX executives develop and maintain a successful social strateg . . .

Feb 11

Roundtable - Analytics and Business Intelligence

inContact, West, and NICE discuss the importance of engaging their customers across channels, they find it challenging to link all the interaction data together for contextual insights that present a single view of the customer's journey. Join us as we discuss best practices with analytics and business intelligence. . . .

Feb 18

Aspect Tech Showcase - Advancements in Quality Assurance

In this session, Magdi Khalil, (Aspect Software) a veteran of the Quality and Analytics space, will review the Aspect EQ Quality Management solutions and introduce you to some of these advancements and highlight the value it could bring to your organization. . . .

Feb 23

Improve Call Center Agent Performance with Real-Time Coaching & Remote Collaboration

Rising customer expectations, rapid turnover and the high cost of attrition underscore the importance of effective training programs for customer-facing staff. Learn about CafeX Supervisor Assist, a real-time coaching solution for todays omnichannel and mobile workplace. Watch a live demonstration to see how supervisors can observe and interact with agents through live audio listening, text chat, . . .

Feb 25

Utilizing Customer Analytics across the Organization

Join industry leaders Calabrio and Interactions in this free web event to learn: The history and impact of speech and analytics technology. The benefits of automated speech recognition (ASR) and phonetics-based analytics engines. How analytics can serve other parts of your organization, including marketing, legal, and IT. How to elevate your contact center to a key informant of your business stra . . .

Mar 1

Preparing for the Future of Chat - Are You Ready?

Reagan Miller [24/7] will discuss: The different levels of chat maturity and the value they provide. How consumer expectations are driving transformation. Where chat technology will take us in the future . . .

Mar 3

What Does Happiness Mean to Your Online Customers? The Answer Lies in Virtual Agents!

Join IntelliResponse, a [24]7 Company, in this Technology Innovation Showcase, an interactive Webinar to learn how Virtual Agent technology can help you take the first step towards meeting your customers' increasing digital expectations. We'll also take a look at how Virtual Agents can empower your business. . . .

Mar 9

Tech Tank - Solutions for the Small to Medium Contact Center

CRMXchange Roundtable: Price-competitive solutions are now widely available to small and medium size businesses (SMBs) and an increasing number of quality solution providers are focusing on their specific needs, offering robust contact center functionality without the need for extensive IT support. Business of nearly every size can now choose from a number of alternatives to increase customer enga . . .

Mar 15

Increasing Call Volume Could be a GOOD Thing!

On-line conversion rates are in the single digits for most companies. Shopping cart abandonment rates can exceed 90%. Converting just a small fraction of this unrealized potential would mean a huge boost to your bottom line. Join us to learn how you can reduce abandonment and increase revenue by providing a superior "in-store", on-line experience. Find out how you can enable your most at-risk or . . .

Mar 30