(Gawkwire) – For contact centers to operate at maximum efficiency in today’s fast-paced business environment, companies must optimize all available resources. Workforce Optimization solutions can now work across your entire organization, capturing customer interactions and sentiments in multiple channels. The correct investment in your IVR can help you to exceed caller expectations and provide additional savings, while the engaged agent must have visibility into their performance and the voice of the customer feedback.
CRMXchange, the leader in online educational events, announces a schedule of free May webcasts that focus on workforce optimization and better understanding the customer. Sessions begin at 1:00pm or 2:00 Eastern and are available for download after the live event.
Bring questions to this fun, open, interactive webcast. Chat with premier contact center and customer experience experts Donna Fluss, President of DMG Consulting LLC and Kristyn Emenecker, VP, inContact. You will hear about a simple yet powerful concept which takes scheduling, quality, and agent performance data tracked in our systems, and connects it back to the contact management system to make everything smarter and simpler…automatically.
Meeting expectations for effective contact center operation requires the ability to control labor costs while delivering world-class service on multiple channels. In addition, there will be discussion about forecasting, scheduling and real-time adherence across the front and back office. Join us as we discuss how companies are leveraging insights from big data and predictive analytics to optimize workforces.
The new Genesys Virtual Contact Center platform is so easy and quick to setup, that it can be demonstrated faster than it takes to get fast food. And, while the speed is impressive, also noticeable is the flexibility built into the platform allowing customization it to fit specific business needs. Register to see how.
More than of half of all customer service interactions are handled over the phone. That’s as many as Web, email, mobile apps and social interactions combined. Despite the addition of new channels, the demand for phone-based customer service persists, so neglecting the IVR can be detrimental to the customers’ journey. Join Frost & Sullivan’s Nancy Jamison in exploring how investment in the IVR can help organizations to exceed caller expectations and provide additional savings.
Thursday, May 29: Engaged Agents — It Makes Good Business Sense – Presented by Avaya
Engaged, motivated agents equal satisfied customers, and satisfied customers equal good business. Engaged agents tend to be more motivated, knowledgeable and skilled, and have a better understanding of what is expected of them, how they are doing, what customers think of the service and how to improve their performance to achieve specific business goals. All of which translates into a better experience for customers and better business results.
Registration is free for all events and can be accessed on the Featured Webcast Page at CRMXchange.com
About Cyber M@rketing Services
Founded in 1995, CRMXchange has long been recognized as the premiere destination on the Internet for the exchange of information and ideas on customer relationship management, sales, contact center, and telemarketing issues. CRMXchange has developed unique insights into the kinds of business intelligence and professional development programs required for successful contact center operation. And as a pioneer of the Internet, CRMXchange understands the profound role the web can play in the all-important arena of peer-to-peer communication. Known by our audience as the “event site,” CRMXchange has gained a reputation as an organization of experts in the hosting and marketing of webcasts and other online events.