Contact Center Events

CRMXchange recommends the activities below for all CRM and call center professionals.

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Webcasts 
Conferences and Exhibitions 
July 2020
Best Practices for Workforce Optimization
- Presented by CrmXchange
This roundtable will discuss best practices and actionable insight that can help optimize the call center.
 
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The Empowered Caller - How to Build Contact Center Success with Call Enhancement
- Presented by First Orion
There are two reasons customers don’t answer your calls:    They don’t know who’s calling, or they don't trust who's on the other end.  Read More...

5 Digital Customer Service Practices that Reduce Effort and Churn
- Presented by NICE inContact
No contact center or CX leader intentionally adds friction or introduces barriers that require extra effort for customers to be serviced or complete purchases.  However most customer service organizations today are missing out on big opportunities to reduce customer effort and increase loyalty and retention by offering digital service – and smartly using the unique aspects of each social messaging channel to deliver standout experiences.   Read More...

Meet Nuance Mix - Your Key to Faster, Simpler, and Better Conversational AI Development
- Presented by Nuance
Customers want consistent, intelligent, conversational experiences in their channel of choice. The demand is clear. But meeting that demand? Well, that’s where things can get a little challenging.  Read More...

Technology 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.  Read More...



August 2020
Best Practices - CX Megatrends to Watch in 2021
- Presented by CrmXchange
The world is changing.  What are the most important trends to follow in 2021?  Our panel covers a variety of topics from Analytics, AI, Digital and WFH.  This panel will provide a preview to help you understand which tools and best practices are posed to change customer interactions.  Read More...

Setting 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. 
 
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Customer Service and Experience Europe
Date August 26 27, 2020 Venue Virtual   The Customer Service and Experience Summit Europe (26th 27th August) is the must attend event for those looking to deliver seamless and personal CS. The time has come for service and experience  Read More...



September 2020
Future Branches Boston 2020
September 1 2, 2020 |The Westin Copley Place, Boston, MA Future Branches is two days of action packed stories, conversations and connections with the top minds in retail banking. You’ll explore how leading financial institutions are revamping retail banking technology,  Read More...

Call and Contact Centre Expo London

Rescheduled from March 2020

15 & 16 September | Excel, London The Call & Contact Centre Expo is the industry’s leading exhibition showcasing the latest and most effective technologies, strategies and advancements  Read More...

Loyalty Expo 2020
September 28-30, 2020 | Charlotte, North Carolina Loyalty Expo is a true Voice of the Customer driven, best practice focused customer loyalty and reward conference. By attending, you’ll have the opportunity to network with hundreds of your fellow marketers  Read More...

UC Expo 2020

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October 2020
Building 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.   Read More...

ICMI CC Expo
October12-15, 2020 | Sheraton, Dallas, TX   You Have Goals for 2020. ICMI Contact Center Expo Will Help You Achieve Them, Faster. Change and innovation is happening in the contact center at warp speed. At the same time,  Read More...

Telecoms World Asia 2020
RESCHEDULED FROM MARCH 2020 Conference Date: 28 - 29 October, 2020 Venue: Centara Grand Bangkok Convention Centre at CentralWorld, Bangkok, Thailand Website Telecoms World Asia is a platform where the industry’s leaders can meet, exchange ideas and discuss strategies that will set the course fo  Read More...



November 2020
Customer Service and Experience USA
Date November 17 18, 2020 Venue Virtual Customer Service & Experience USA 2020 (November 17 18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Join 10,000+ customer care professionals online  Read More...