Redefining the Agent Desktop for an Omnichannel Customer Experience`

Your agents are only as good as the tools you give them. In an age where consumers go to the web and leverage self service to find what they need, only the tough questions reach your agents. Customers may be frustrated because they haven't been able to solve their problems. This means your agents are juggling grumpy customers who expect them to know about previous interactions. See a demo of how a . . .

Apr 1

Foolish CX
 

In honor of April Fool's Day we're discussing the lighter side of customer experience strategies. With input from CX practitioners and consultants we're building a list of the top ten mistakes, mishaps, oversights, and setbacks that CX professionals make. Join us as we not only highlight the common themes, but discuss the best ways to avoid them in the first place. Biggest blunders: We'll sort thr . . .

Apr 1

Roundtable - Best Practices IVR and Self-Service Best Practices

This roundtable will show you how: Interactions can be automated in a way that makes it easy for customers to navigate the service, complete transactions and access information across multiple channels. To alert contact center managers to the business consequences of forcing callers to use unresponsive IVR systems. To discuss developments driving the IVR and Self Service marketplace and show dec . . .

Apr 9

One Step Ahead: Using Advanced Compliance Management to Head Off Regulatory and Competitive Issues

Join our webinar to hear regulatory and industry leaders discuss how top companies are proactively managing compliance through interactions. Interactions between agents and customers provide the necessary information to quantify compliance risks, build mitigation strategies through proactive alerts, and manage the resolution process. . . .

Apr 14

Transform Your Business By Creating an Actionable Customer Journey Map

Join us for the i2i Customer Journey Webinar where recognized thought leader and author Phil Winters will share best practices and hands-on examples that will help you transform your business to one that works from the customer's point of view. You will learn how to map your customer's journey to better understand human and digital touchpoints. How to align the actions, processes and resources it . . .

Apr 14

Delivering a Winning Customer Experience with WFO

Customers have expectations when they interact with your business. If you fall short, the consequences can be severe. Service organizations struggle to understand what customers want and how to deliver the experience they expect. Join us as we explore how WFO answers key questions. . . .

Apr 16

Real-Time Performance Management Improves Contact Center Results

Join contact center analyst and expert Donna Fluss of DMG Consulting in discussing how real-time performance management differs from plain reporting and can dramatically improve your contact center's results. This webinar will provide the best practices of contact center performance management (CCPM) and help you determine if it's right for you. . . .

Apr 21

How to Improve Customer Response Time and Satisfaction By Integrating Unified Communications and Customer Service in the Cloud

In our always-connected business world today, customers expect instant and seamless communications. Come learn how companies of all sizes can decrease response times, increase agent productivity and improve customer satisfaction while reducing demand for IT support with RingCentral and Zendesk. Trends in customer care and communications - expectations in our always-on world. Ways to offer consiste . . .

Apr 22

Technology Innovation Showcase - VPI - Business Intelligence (BI) Reporting for the Contact Center

VPI Intelligence - the world's best BI tool designed specifically for contact centers - gives you everything you need to effectively manage customer experience at your fingertips. . . .

Apr 23

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

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