40 Tips For Transforming Your Support Team

Hear Gina Montague, Support Services Manager at Infinite Campus, present quick and useful tips on topics such as teamwork, service, professional development, troubleshooting, and leadership. This fast-paced session will deliver 40 tips across the hot topics that every Support Professional should have in their back pocket. Walk away with great ideas and best practices to take back to your own suppo . . .

Nov 5

Modernizing Your CRM in the Age of the Customer

Traditional CRM, which has focused on operational efficiencies, has been in use for many years and has proven itself a valuable tool for customer-facing organizations. However, businesses of all shapes and sizes are undergoing a profound shift - one that sees the customer, and not the company, in control of the conversation. So, modern CRM initiatives must allow organizations to better support cus . . .

Nov 5

Planning, modeling, and decision-making in your complex contact center operation

As your contact center environment gets both more complex and less predictable, the need for better planning becomes more important. Whether you're managing a multi-channel, multi-skill, or simpler operation, contact center strategic planning is key to making big picture decisions in an uncertain environment. . . .

Nov 13

Technology Showcase - How the Cloud Contact Center of the Future Will Deliver a More Intelligent Customer Experience

Interactive Intelligence PureCloudSM is a suite of cloud services for communications, collaboration and customer engagement that takes full advantage of the distributed nature of the cloud to help you deliver more intelligence customer experiences and improve employee collaboration. . . .

Nov 18

Roundtable - Best Practices in Cool Technologies -- Engagement and Loyalty

[24]7, Mattersight, NewVoiceMedia, and SAP discuss the ways that enterprises interact with their customers and support them in more varied and more complex techniques. These new capabilities enable innovative approaches that reduce costs and build customer loyalty. . . .

Nov 20