How to Deliver Omnichannel Customer Engagement, Today!

Sometimes, contact center and IT professionals mistakenly interchange the terms "omnichannel" and "multichannel." Don't be one of them! . . .

Aug 24

Pipeline Management vs. Sales Forecasting: What's the Difference and Why Does It Matter

Pipeline management and sales forecasting are critical functions in nearly every sales force. Unfortunately, we tend to co-mingle the two in a way that makes us pretty bad at both. When pipeline management and sales forecasting are confused, anemic pipelines and erratic forecasts follow. But when they are treated separately, revenue grows and we hit our targets. So let's do that instead. . . .

Aug 25

Got Endless Survey Data? Learn How to Make It Your Most Valuable Asset

You'll learn how to capture and analyze real-time customer survey data and connect with your customers triggering the perfect response. . . .

Sep 8

Mitigate the Mundane - Getting Started with Robotic Automation

EdgeVerve discusses how to identify the 'low hanging fruits'; processes and tasks for robotic automation in the contact center. . . .

Sep 13

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

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