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Small Contact Centers Embrace Disruption to Enhance the Customer ExperienceWatch this recorded webinar to learn how to embrace the disruptive forces in the contact center world and more swiftly to enhance the customer experience and gain the advantage over larger organizations.
Contact Centers: Meeting the Planning Challenges of New ChannelsFebruary 26, 2014 2:00 PM EST
Collaboration: A Critical Factor in Customer Experience StrategiesAt this one-hour webcast hosted by Insurance & Technology and Interactive Intelligence, SMA partner Mark Breading will reveal five action steps that can help insurers build a strong collaboration platform and reap the business benefits of collaboration.
INTERACTIONS 2014June 2 - 5, 2014
Weekly Live Web Demonstration - CaaS Small CenterEvery Tuesday at 2:00pm Eastern and Thursday at 11:00am Eastern
Weekly Live Web Demonstration - Contact Center SolutionsEvery Wednesday at 11:00 a.m. Eastern
Payment Compliance: Same Rules, Different GameView this recorded webinar any time.
TCPA Compliance and Technology Watch this recorded webinar and learn about TCPA compliance.
TCPA Legislation: Understanding and PerserveringThis on demand webinar will present the ins-and-outs of this evolving federal regulation.
The Key to Receivables Management Success? A Thousand Dynamic WorkflowsListen to this recorded webinar and hear how to make workflows improve your receivables operations.
Webinar: 2014 Predictions: Compliance Officers Examine the Collections LandscapeListen as Compliance Officers share their views on what’s coming and where ARM organizations will be focusing their time, money and efforts during 2014.
Webinar-IT-Compliance-Data-Security-WorkshopIf your company isn't focused on compliance and data security, more than just your reputation is at risk.
Cloud-based Communications: Do you know why?This webinar will expore the value and importance of a CaaS solution for your business, as well as tackle the common questions associated with choosing a CaaS vendor.
How Cloud Facilitates an Agile Contact CenterIn this recorded webcast, you will learn how a cloud model for contact center software deployment can help deliver the experience your customers crave, through any channel.
The Latest Call Center Technology on a Limited Budget: Communications as a Service (CaaS)Find out how you can gain access to the latest in call center technology NOW, instead of spending today’s limited budgets to keep old systems running.
Web Event: A Practical Guide for Moving Your Contact Center to the CloudDuring this recorded web event, our experts will take you through the three stages of the transitioning to the cloud – pre-planning, vendor selection, and implementation.
Webinar:Building an ROI model for Your Cloud-Based Contact CenterThis recorded webinar discusses why cloud ROI can vary significantly relative to its on-premise alternative depending on your specific situation and requirements.
An Expert's View: Training and Managing Home Based AgentsHear from Sally Hurley, President and Co-Founder of VIPdesk, the pioneer of the virtual call center model, to learn training and managing home-based agents essentials.
Ask an Expert: Virtual Customer Care. When Is It Right For You?Should your business trade in its brick-and-mortar call center for a new virtual model?
Lessons from the Modern Contact CenterLearn how to bring expertise honed in the contact center to the rest of the enterprise.
Planning for Multiple Contact Types and all their Crazy Combinations: Email, Chat, Back OfficeLearn how to develop plans that use better multi-skill and multi-channel models.
Quality Assurance – Ensuring Agent Compliance and an Enhanced Customer Experience This recorded session will show how workforce optimization integrates multiple solutions to make sure your company delivers on its service promise.
Remote Agents: Taking Full Advantage of the IP Contact CenterLearn how you can extend your contact center beyond the walls of an office to incorporate the most effective resources available.
Virtual Event: Next Generation Contact CentersYou’ll come away from this deep-dive experience with a path forward into the customer contact infrastructure for your enterprise’s future.
Web Event: Key 2014 Contact Center Trends and Priorities: How you can be ready.Contact center technology and delivering a great customer experience continue to evolve. What was hot yesterday is old news today. Join us for this recorded web event where we will identify these trends and provide actionable guidance.
Webinar: The Secret to Building a Lasting RelationshipProactive Communications: Outbound’s Friendly Face
Webinar: World-class Contact Centers: Deliver Better Customer Experiences through Multichannel IntegrationView this exclusive Webinar jointly produced by RightNow and Interactive Intelligence.
Better Policyholder Experience Through the Voice of the CustomerFind out what insurance customers value most when it comes to their insurance companies’ technological prowess
Getting Answers from Mobile InitiativesLearn what types of mobile initiatives leading insurance companies find successful for customers and business users.
The Insurance Contact Center and the Affordable Care Act - Preparing for the UnknownFind out how to make the most of your call center resources while enabling your staff to provide consistently great service – as well as identifying the right opportunities for cross-selling.
The State-of-the-Art Insurance Contact Center: The Evolution from Call Center to Communications CenterIn today's "anywhere, anytime" customer-focused insurance business environment, operating a high-performance contact center is more important than ever. Listen to this webinar on demand.
Contact Center CaaS Deployments – Low/no upfront costs, reduced IT requirements, shorter implementation times. Is it reality?Find out how CaaS solutions can reduce your capital expenditure and eliminate ongoing costs for maintenance, support and software upgrades, plus enhance the customer experience.
Forecasting Everything Important for Contact Centers: Volumes, Agent Shrinkage, AHT, and Now, Customer Experience To develop a solid contact center plan, it is important to forecast several different metrics well. Learn how in this recorded webinar.
Interaction Decisions Webinar Part1: Capacity Planning for BackofficeIn this webinar you will learn how to use what data you have to create a usable capacity plan for your backoffice work
Interaction Decisions Webinar Part2: Learning to ShareDuring this session we will look at different ways to approach the capacity plan that invite realistic input from the entire organization and help everyone take ownership in the plan
Interaction Decisions Webinar Part3: Contact Center MetricsIn this session, we will describe some of the standard contact center metrics; describe ways that they have messed up some very big operations, and ways to improve center planning and reporting
Interaction Decisions Webinar Part4: How to Improve Operation EfficiencyIn this webinar we will discuss long term planning analysis approaches
Interaction Decisions Webinar Part5: Regulations Tornados and Growth How to manage the unexpected within your contact center networkIn this recorded webinar, we will discuss mathematical methods for planning in the face of change and how to prepare your contact center for the unexpected.
Interaction Decisions Webinar Part6: More Fun with Contact Center Metrics and Contact Center Planning: Efficiency and Customer SatisfactionIn this recorded webinar, we will focus on metrics used to measure the service and efficiency of our workforce management process, our agents, and our operation.
Interaction Decisions Webinar Part7: The Hidden Causes and Costs of an Inefficient Contact Center Operation and How Long Term Forecasts Drive Short Term EfficienciesIn this recorded webinar, we will discuss common ways that plans become inefficient and the operational repercussions of these inefficiencies.
Webinar: Best Practices: Real World Lessons and Stories about Contact Center Forecasting and PlanningIn this session, we will discuss small planning mistakes that led some very well-known businesses to have service catastrophes.
Where is the ROI in Unified Communications?Businesses lose significant time and money from human errors and latency. Hear Interactive Intelligence CEO Dr. Don Brown share how Communications-Based Process Automation (CBPA) can benefit your business.
Aging Utility Workforce Business Impacts and StrategiesThe utility industry's workforce is aging and this poses a huge risk in the coming years. This timely webinar focuses on multiple facets of the people, process, policy and technology implications of the coming changes.
Let’s Get Social: Best Practices in Utility Outage CommunicationsLearn how outage communications are impacting utilities and how many are implementing plans, including social media, to keep customers in touch with accurate and up-to-date information when outages occur.
3/17 | 9 - 10:45AM | Speaker: Joe Staples, Chief Marketing Officer, Interactive Intelligence
3/18 | 4 - 4:20PM | Speaker: Steve Vaughan, Vice President CaaS Services, Interactive Intelligence
3/19 | 1:30PM - 2:15PM | Speaker: Steve Vaughan, Vice President CaaS Services, Interactive Intelligence
3/27 | 2:45 - 3:45PM | Speaker: Jennifer Peevey, Solutions Marketing Manager, Interactive Intelligence
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Key 2014 Contact Center Trends and Priorities:
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