Complimentary Webcasts in July from CRMXchange

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Webcast: “Training for Business Success”
Presented By: Roger Lee, Director, Consulting Services, etalk
Date: July 14th, 11:30am – 12:30pm Eastern
How to Register: http://crmxchange.raindance.com/iccd...ode=cal&tz=PST

Studies show that training impacts business performance. Good to know. But to keep training in your budget, you need more than statistics and studies. You have to show that your program is having a positive impact on your operations. How do you measure training success in terms of business, customers and employees? Join Roger Lee for a look at training – making it work for your business. In this Webcast, Roger will discuss the business benefits of training, techniques for analyzing the impact of training, and different training options for the contact center.



Webcast: "The Three Faces of Quality Improvement in Contact Centers: What the Titans Know, but Aren’t Willing to Share"
Presented By: Ted Lubowsky, VP Sales and Marketing, Envision
Date: July 19th, 11:30 am – 12:30 pm Eastern
How to Register: http://crmxchange.raindance.com/iccd...ode=cal&tz=PST

Do you want to know the secrets of the “Industry Titans”? Do you want to know how to grow revenue and increase profits year after year?
Monitoring agents and evaluating their work is no longer enough to sustain growth and grow revenue. The next generation of quality improvement is all about performance improvement and, while it begins in the contact center, it requires the cooperation and partnership of the entire enterprise.
Join industry thought-leader, Ted Lubowsky, for an interesting look at the evolution and revolution of quality improvement in contact centers. He will take you through the three areas for quality measurement and improvement as well as highlight some of the companies who have incorporated this 360-degree view into their business. He will discuss the new metrics for measuring performance as well as the “new rules” that challenge contact centers on a daily basis and offer advice on how to become a contact center “Industry Titan.”


Best Practice in Contact Center # 1: "Extending the Contact Center- Breaking Down the Barriers and Integrating Your Contact Center Throughout Your Enterprise"
Presented by Avaya
July 21st, 11:30 am – 12:30 pm Eastern
How to Register: http://crmxchange.raindance.com/iccd...ode=cal&tz=PST

Your company’s infrastructure can create barriers between you and your customers. This webcast will explore methods to break down these barriers and allow you to more tightly integrate your contact center with the rest of your business – and reduce costs at the same time! You’ll learn how to affordably deploy your contact center applications throughout your enterprise while simultaneously lowering your total cost of ownership.

During this event you will learn how to:
Assess the benefits of an IP Contact Center
Eliminate geographical constraints
Simplify your topography
Pool agents across the enterprise
Provide a consistent brand image
Examine the benefits others have received through examples that use these techniques to show significant results.


Webcast: “Multi-Lingual Support for the Multi-Channel Call Center: Practical Guidance to Increase Your Revenue, Visibility and Global Reach”
Presented by: Kathleen Diamond, President and CEO, and Clyde Anderson, Director, Marketing and Sales, LLE Language Services
Date: July 26th, 11:30 am – 12:30 pm Eastern
How to Register: http://crmxchange.raindance.com/iccd...ode=cal&tz=PST

Is the language services industry a mystery to you? Are you effectively using language services to reach out to limited English proficiency consumers? Are you optimizing your language assets to the benefit of your prospects and customers? Do you want to understand how language services can increase your organizations revenue, visibility and global reach? This webcast will eliminate the mystery, give you guidance and practical language services advice.
During this webcast you will learn to:
-Effective use of language services within the multi-channel call center
-How to drive revenue through the efficient utilization of language services across the enterprise
-Discover the trends in the language services industry that will have a direct influence on your company’s bottom line
-Engage a language services provider to your advantage
-Understand the language services industry terminology

Best Practice in the Contact Center # 2: "Creating the Customer Moment of Truth"
Presented by Avaya
July 28th, 11:30 am – 12:30 pm Eastern
How to Register: http://crmxchange.raindance.com/iccd...ode=cal&tz=PST

The hardest job for your contact center software is figuring out how to treat each customer optimally every time they contact your business. You want to provide premier service to your best customers, yet ensure that all customers get acceptable service. And, you have to do it all cost-effectively! We’ll talk about how to balance all these needs simultaneously, and provide the best outcome with each contact.

During this event you will learn how to:
Effectively use your agents across the enterprise
Segment callers for optimal results
Ensure your agents have the information they need
Meet service levels across your enterprise
Optimize agent usage during peaks and valleys