Interactions France
December 8 | Paris, France

Live Webinars

Webinar: Integrate audio devices with contact center software for striking insight and reporting
Thursday, December 3 | 11:00 a.m. Eastern (3:00 p.m. GMT)

Weekly Live Web Demonstration - Contact Center Solutions
Every Wednesday at 11:00 a.m. Eastern (3:00 p.m. GMT)

Weekly Live Web Demonstration - PureCloud Engage
Every Tuesday & Thursday at 11:00 a.m. Eastern (3:00 p.m. GMT)

On Demand Webinars

Accounts Receivable Management

ARM Industry Pressures: A Frank Conversation with Industry Experts on Challenges and Best Practices
It goes without saying that there are mounting industry pressures on those in the Accounts Receivable Management industry. And the increasing regulatory requirements come at a price to the business.

Collections Analytics: Stories about Data Segmentation, Treatment and Scheduling
Most collections shops are data intensive operations, and using modeling and analytics can greatly improve collections performance. But it is also easy to make analytic mistakes.

Conducting an Internal Audit: Collection Agency and Debt Buyer Edition
Under CFPB supervision and oversight, collection agencies are now mandated to conduct internal audits of policies and procedures to ensure regulatory compliance.

Contact Center

Are Spreadsheets Consuming Your Planning Process?
Ventana Research found that when it comes to contact center planning, reporting, and analysis 75% of efforts are wasted. The culprits? Rekeying and manual data aggregation that come from trying to manage those critical processes with spreadsheets.

Big Data Big Promise: Bringing New Insight into Contact Center Operations
Understand what big data is and what it means for your contact center. We'll talk you through how contact centers are using big data and give you ideas for how you can start using it to enrich your own customer experience

Cloud Contact Center Deployment Models: One Size Does Not Fit All
Today’s cloud contact center offerings are built on varied underlying architectures that address each of the above areas differently.

Contact Center Collections Analytics
Most collections shops are data intensive operations, and using modeling and analytics can greatly improve collections performance. But it is also easy to make analytic mistakes.

Ensuring Consistent Omnichannel Performance with Workforce Optimization
Customers increasingly want to interact with your business on their terms. If your organization is like many today, you are responding by adding more contact channels and expanding self-service options.

Hitting Revenue and Cost Targets with WFO
Whether you run a sales or a service only operation, for all companies managing the bottom line is a top operational priority. As organizations grow and complexity increases, hitting your targets becomes increasingly difficult.

How Federal Agencies are Improving the Customer Service Experience
Federal government agencies are increasingly leveraging big data to inform decisions, improve services and applications for citizens and businesses, and better measure outcomes of policies and initiatives.

How Moving Your Contact Center to the Cloud Increases Business Agility
Companies don't reach the top by doing what they've always done. To gain a competitive advantage, businesses must be able to adapt. Evolving strategic priorities, seasonality, and changing customer expectations impact contact center performance.

How To Optimize Multichannel Support
Smart customer service organizations know they must balance the needs of the customer with the needs of the employee and the organization.

Six Top Challenges of Deploying a Multichannel Contact Center and How To Beat Them
Today’s customers expect to contact you whenever and however they want. But meeting those expectations isn't easy. Technology, training, choosing which channels to offer and customer adoption are just a few of the multichannel challenges.

Six Undeniable Reasons Why Utilities Must Think Digital for Customer Engagement
Customer engagement in the utilities industry is undergoing radical change. The ongoing introduction of new digital engagement channels is shifting customer preferences at a rapid pace. For utilities that don’t keep up, customer satisfaction is at risk.

Tips and Tricks for Successful Contact Center Forecasting and Planning
Abstract: In this third of our three-part webinar series, get useful tips and tricks for forecasting and planning that help you determine staffing requirements and avoid day-of issues. These same tips and tricks even apply to hiring plans over time.

Workforce Management Contact Center Metrics
It is often said that “you get what you incent”. Contact centers are metric-heavy operations, using a variety of measurements to track and assess service, efficiency, agent busy-ness and customer satisfaction.

Customer Interaction Center

Integrated Communications and Collaboration: The Key to Insurance Omnichannel Success
In fact, the voyages that your customers take to buy and service their insurance needs are often complex and fraught with missed chances to speed up the sale or service the customer efficiently. What’s missing?

Voice of the Customer & Customer Satisfaction in Collections
Voice of the Customer (VOC) is a term that describes a customer's feedback about their experiences with and expectations of a company's products and services. Join this panel discussion about VOC and customer satisfaction during collections efforts.

Strategic Planning

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.

  • Date Venue Location Detail