Customer Experience Webinars - Learn more about the latest CX trends

THIS MONTH'S EVENTSVIRTUAL CONFERENCESROUNDTABLES | RECORDED WEBCASTS   

Are you looking for the best call center customer service solution? Interested in how other contact center professionals dealt with the service and operations issues you’re dealing with right now? Welcome to CrmXchange Webcast and Virtual Conference Center. Here you will find live Contact Center webcasts and roundtables. Experts in the field share their knowledge on the service and workforce solutions they use, to show how you can enhance your visibility.  All webcasts are recorded for playback at a later date. 

Virtual Conferences 

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2020 SCHEDULE

 

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CallMiner April 14Managing Contact Centers Through the Pandemic
– Presented By: CallMiner

Register April 14th, 12:00pm Eastern Guest Presenters: Donna Fluss and CallMiner’s Steve Chirokas and Brian LaRoche (moderator) Covid-19 has captured the attention of the world. Never before have developed countries confronted a virus that has reached pandemic levels. Enterprises and their contact centers

Sharpen April 21Learn How to be Great - Helping Agents, Supervisors, and Execs Perform
– Presented By: Sharpen

We are taking a novel approach.  During this hour, we will look more practically at the math associated with agent satisfaction. We will discuss analytic tools for tracking agent performance, executive dashboards for understanding operational performance, and ways to use this information to create meaningful training and coaching. We believe that a happy agent is one who knows they’re successful. Join us to learn how we can make them so. 

Genesys May 28Best Forecasting Methods in the 21st Century
– Presented By: Genesys

During this session, we will discuss manual planning processes and what is possible to achieve when you leverage AI to drive your forecast.

Genesys July 30Technology Fatigue in the Digital Workplace
– Presented By: Genesys

There’s an abundance of digital tools available in the workplace today.  How do you ensure that your employees are positioned for success? Most companies strive to improve employee experience while not impacting their productivity. During this session, we will discuss the impact of digital tools on the employee.

Sharpen August 13Setting Performance Goals and Scorecards
– Presented By: Sharpen

In this session, we’ll look deeply at the attributes of an effective scorecard. First by defining the attributes of a single great contact and then by developing the appropriate statistics to cleanly measure agent performance. We’ll also discuss how to use math modeling and sensitivity analyses to help determine the best among several competing goals. 

 
Sharpen October 20Building Great “What-If” Models and the Resulting Analyses for the CEO
– Presented By: Sharpen

Over the years we’ve discussed the importance of building contact center models that are provably accurate. Accuracy is important. Inaccurate models result in cost overages or service failures. In this session, we’ll discuss a new method for using your Erlang C, Erlang A, and Erlang X calculations to build an unbeatably accurate contact center model.