A New Look at Quality Scoring
 

Scoring is the backbone of many quality management programs, but how effectively is your contact center performing it? Register now for this informative webinar to examine the challenges of creating a consistent scoring program, adding automation, and developing strategies to help evolve scoring in the future. . . .

Jul 22

The Data-Driven Formula to Close 80% of Your Calls

In Q1 and Q2 LogMyCalls analyzed millions of calls across dozens of industries. Join us on July 22 for this complimentary Webinar and discover data you won't find anywhere else about caller lead scores, conversion rates, missed opportunities, sales skills, and even caller confusion and frustration. During this Webinar, you'll learn the one sales skill that can improve your conversion rate by 10.4X . . .

Jul 22

Fueling omnichannel results with data quality

Customers who engage brands across multiple channels spend more than their single channel counterparts. However, facilitating the infrastructure to support omnichannel strategies is not an easy task. Find out how best-in-class organizations fuel their omnichannel efforts with accurate, accessible data. Join Experian Data Quality to hear how customer data quality impacts the effectiveness of omnich . . .

Jul 23

Roundtable: Best Practices in Workforce Management

Calabrio, Intradiem, Verint, and Uptivity will provoke some interesting thoughts and discussion about the future role of the Millennial agent and how to nurture excellence that cultivates and effective workforce and propels the business, in this roundtable. . . .

Jul 24

How Consumer Behavior is Changing Social Strategies

Social media today is a not just a marketing channel - it's a critical tool to engage with customers, provide excellent service, and build loyalty. But with overwhelming volumes of conversations, many businesses struggle to provide the content and service that consumers demand. Albert Chou, Chief Innovation Officer at Expion explains how to create a great social experience for your customers to in . . .

Jul 24

Social Shifts - How Consumer Behavior is Changing Social Strategies

Social media today is a not just a marketing channel - it's a critical tool to engage with customers, provide excellent service, and build loyalty. But with overwhelming volumes of conversations, many businesses struggle to provide the content and service that consumers demand. Attend this webinar and learn to create a great social experience for your customers to increase satisfaction. Gain loyal . . .

Jul 24

6 Examples of Using Multi-Channel Callback in Non-Traditional Ways

This webcast will highlight six specific examples of using multi-channel voice callback in creative ways that can have positive impact on your customers and on your organization. . . .

Jul 29

The Top 10 Avoidable Mistakes Front-Line Support Teams Make

The words "customer support" evoke images of smiling, headset-wearing people sitting in front of computer screens, eager to serve you. But we've all had support experiences that don't feel anything like that. When support agents drop the ball, they give their companies a reputation for bad service and make their own job harder. Fortunately, their biggest mistakes are almost always predictable - an . . .

Jul 30

How To Deliver Exceptional Multichannel Service & Support

Most companies today operate in multichannel environments, supporting customer interactions over the phone, the Web, and email. But are these interactions complete? Is the information consistent across these communication channels? Can each channel provide contextual information that benefits businesses and their customers? And, are the channels connected to support a seamless customer journey? If . . .

Jul 30

Roundtable: Best Practices in First Contact Resolution

Genesys, NICE, OpenSpan, and Virtual Hold will address key improvement strategies including deploying the "universal agent" using dynamic, agile intelligent desktop solutions to increase agent capabilities. We will look at analyzing and uncovering the root causes of repeat contacts. . . .

Aug 5

Unlocking the Real Value of Customer Feedback

For many years, pundits and experts have written about the impact of managing customer feedback. You may have bought the books or held some internal meetings. You have probably even created a slogan and perhaps even have purchased motivational posters for your employee break room. The question we need to be asking is, "Have we realized any real value from our efforts?" Join Nicole Sturgill, CEB To . . .

Aug 13