Contact Center Events

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

 


Webcasts 
Conferences and Exhibitions 
March 2020
Attributes of Solid Contact Center Performance Metrics - and Attributes of Poor Ones
- Presented by Sharpen
Join this session where we chat about the attributes of common metrics that help agents and leaders focus on the right things. We’ll also talk briefly about agent performance scorecards and why you might want to skip using them.   Read More...

Unlock Customer-Centric Intelligence
- Presented by Calabrio
Every organization aims to be customer-centric. It’s time to walk the talk. Calabrio Analytics empowers you to unlock the goldmine of customer insights pouring into your contact center. Join this live webinar to discover the latest and greatest Calabrio ONE features in analytics  Read More...

The New Blueprint for Digital Customer Engagement
- Presented by Nuance and Featuring Guest Speaker Kate Leggett from Forrester Research
Register Thursday, March 19, 2020 / 8am PT, 11am ET, 3pm GMT Speakers: Seb Reeve, Director, Intelligent Engagement, Nuance Communications, Josefine Fouarge, Senior Principal Solutions Marketing Manager, Nuance Communications Special Guest Kate Leggett, VP and Principal Analyst, Forrester Research As c  Read More...

Call and Contact Centre Expo
This Event has Been Rescheduled for 15th & 16th September 2020 18 & 19 March | Excel, London The Call & Contact Centre Expo is the industry’s leading exhibition showcasing the latest and most effective technologies, strategies and advancements in the contact centre world to over 7,000 contact centre professionals  Read More...

Cyara Xchange 2020 Roadshow Melbourne
18 March 2020 | Melbourne, Australia Cyara Xchange 2020 Roadshow Melbourne brings together customer experience (CX) thought leaders, CX professionals, and IT leaders who are dedicated to bringing the best CX innovation to customers. Learn about the latest practices and  Read More...

4th Edition Travel Tech Middle East
23 – 24 March 2020 | Riyadh, Saudi Arabia  This Event has Been Postponed until November 2020, exact date will be announced later.  Read More...

NGCX 2020
March 23 – 25, 2020 Hyatt Regency Indian Wells, CA Now in its 10th year, NGCX (Next Generation Customer Experience) brings together 300+ of America’s top executives responsible for customer experience to get inspired and strategize for 2020 and beyond.  Read More...

ISG Xperience Summit 2020
March 30 31 | Pasadena, CA If you’re not giving your customers a great experience, your competitors will   Today's customer is aware, more informed, and expects an increasingly personalized service. Every aspect of their interaction with a company, product,  Read More...



April 2020
Managing 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  Read More...

Learn 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.   Read More...



May 2020
Best 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.  Read More...

ICMI CC Expo
May 11 14, 2020 | Fort Lauderdale, FL   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...

Insurance AI and Innovative Tech USA 2020
May 12– 13, Chicago As our lives become hyper connected and customer expectations increase, the imperative on insurance carriers to deliver automated services with a 360° customer view is increasing. It is also now undeniable that AI, machine learning and  Read More...

UC Expo 2020

This event has been rescheduled for 29 Sept - 1 Oct, 2020  Entering its 12th year, UC EXPO is the largest dedicated event of its kind serving the unified communications and collaboration industry. A dedicated business hub to connect  Read More...

Incite Marketing Summit
14 15 May 2020 | San Diego, USA Bringing together CMOs and marketing strategists from the world’s most recognizable brands, the Incite Marketing Summit (May 14 15, San Diego) is 2020’s meeting of the marketing elite. Purpose built to guide  Read More...

Loyalty Expo 2020
May 18 20, 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...



June 2020
7th Annual Customer Experience Show Middle East
17 18 June 2020 | Dubai, United Arab Emirates The 7th Annual Customer Experience Middle East Show is the #1 CX conference, backed by the CX Network an intelligence powerhouse with an outreach of over 25 million globally, attended by  Read More...

eTail Europe
23 – 24 June, 2020 | Queen Elizabeth II Conference Centre, London   eTail Europe is designed to give you in the moment, immediate eCommerce tactics and the changing physical store strategy behind it, for instant ROI you can’t get anywhere  Read More...

Insurance Nexis Connected Claims USA Summit
June 24th 25th, 2020|McCormick Place|Chicago, USA In an age of rapidly rising customer expectations and disruption, there is only one clear path to success harness technology to deliver world class customer experience, unlock new efficiencies and achieve higher profitability. Join  Read More...



July 2020
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...

Telecoms World Asia 2020
RESCHEDULED FROM MARCH 2020 Conference Date: 21 - 22 July 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...



August 2020
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. 
 
  Read More...



September 2020
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...



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...