Customer Experience - Game On
 

Take Action! - Ideas you can use in your center right away! The session will focus on emerging insights of how market leaders are addressing critical customer engagement challenges and recent observations from key industry engagements. Just as you would in a TV game show, you'll have the opportunity to win prizes throughout the webcast! . . .

Apr 28

Creating a Data-Driven Customer Experience

Companies typically rely on limited-and flawed!-data sets to make decisions about the customer experience. The challenge lies in understanding the data so our frontline workforces can respond appropriately and drive successful customer interactions. Please join us for a live, interactive webinar with customer experience consultant Kerry Bodine as we take a look at data-driven customer experience. . . .

Apr 29

4 Strategies to Service Customers on Social Media

Imagine a customer service environment that enables your company to engage customers on social media channels. Also, imagine if your communication channels were connected in such a way that you could seamlessly transfer customers to another channel to continue the engagement. Fortunately, you don't have to imagine this anymore, as this scenario is now a reality. Join Sparkcentral, NewVoiceMedia, F . . .

Apr 29

Field Service Management: Grasping The Changing Technology Landscape

Today's field service industry is full of complexity. Let us guide you through trends such as managing a field workforce with new technologies, exploring new business models which can revolutionize your business, navigating the somewhat confusing FSM landscape, and how to achieve true ROI with an FSM selection. . . .

Apr 30

Tech Innovation Showcase - Transera - Learn to Build, Manage and Administer your Call Center in Salesforce

Join us as we show you an in-depth demonstration and customer case study focused on how Transera delivers Unified Management Visibility, Agility and Control of your contact center. . . .

Apr 30

What is WebRTC? --- 4 Ways it Will Change the Contact Center Industry

As a contact center professional, you are starting to hear about WebRTC (Web Real-Time Communications). Market factors driving this progress include the continuing need of consumers to find easier, more effective ways to communicate with businesses. In fact, 6 Billion WebRTC supporting devices are expected to exist by 2019. . . .

May 5

Is Your IVR Holding You Back from World Class CX?

For decades now, your IVR has been greeting callers when they reach out to talk to your company. But, have YOU listened to it lately? Frost & Sullivan research states that in 2016 30% of customers will pick up the phone to ask for help. True, they may try to connect with your company using other channels, but they inevitably turn to the phone for customer service. Join us to learn five best practi . . .

May 6

Focus on the Core - Enabling the People Pillar = Get Stuff Done Right The First Time

Most organizations realize that meeting or exceeding the Customer's expectations, and driving the Customer Experience (CX) is a key necessity in today's world. In this presentation, Roger Lee, HP, will share lessons learned, tips and advice that you can use within your organization to optimize your Agents so that they can best support your CX objectives. . . .

May 12

Workforce Management Contact Center Metrics

It is often said that "you get what you incent". Contact centers are metric-heavy operations, using a variety of measurements to track and assess service, efficiency, agent busy-ness and customer satisfaction. Funny enough, our choice of metrics may incent some rather odd operational behaviors. In this session we will discuss these metrics, how they can be misused, and how they can be improved. . . .

May 14

How Customer Centricity is Transforming Contact Centers

Entire companies are re-engineering their business to build increasingly personalized relationships with customers, and tapping into big and small customer data to make better decisions across the organization. Join InMoment to delve into the newest research by leading industry journals. . . .

May 19

The Protocols of Partnering - How to Establish Win-Win Relationships

You have to know what to look for in a potential partner, what are the key needs of the organization and what is your value proposition to them? Taking the right first steps are key to driving optimal results. . . .

May 28