Extreme Call Deflection: Utilizing your Digital Arsenal (Dude!)

Today, 64% of consumers begin their journeys online, and over 70% will seek live agent assistance if they can't get what they need done on the website. . . .

Jun 14

Tech Tank - Innovations and Trends to Enhance the Customer Experience

Learn how organizations of all sizes are taking advantage of cost-effective innovations and techniques to deliver consistently satisfying customer care. . . .

Jun 16

Robots in the Contact Center Are You Ready for the Next Wave?

Robotic Process Automation (RPA) has been proven to provide 40% - 75% cost reductions -- double what can now be achieved by traditional methods of optimizing operations. In addition, the RPA model is scalable and independent of changes in labor costs. . . .

Jun 21

Combining the Virtual and the Real for Customer Engagement Success

With the Customer Engagement Platform live demonstration, you can learn how you can take advantage of this innovative trend to improve customer satisfaction, increase sales and build brand loyalty while also reducing support costs. . . .

Jul 12

Roundtable - Workforce Management
 

Attend this webcast and hear useful tips and tricks for forecasting and planning that help you determine staffing requirements and avoid 'day-of' issues. These same tips and tricks even apply to hiring plans over time. . . .

Jul 14

How Data and Analytics Can Turbocharge Your Chat Program

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

Jul 28

What-If, Cost Versus Service, and Variance Analysis

Ric Kosiba, Vice President, Decisions, Interactive Intelligence and Founder of Bay Bridge Decision Technologies will discuss the insightful analysis that can be accurately and quickly developed if you have the right tools and technologies. . . .

Aug 9

Roundtable - Best Practices in First Contact Resolution

Join this Roundtable, with CallMiner, inContact, and Virtual Hold; moderated by CRMXchange. Customers want simple resolution to service and purchase inquiries delivered in a seamless fashion across an ever expanding number of channels of interaction. . . .

Aug 11