Northeast User Conference
November 17 | Hard Rock Cafe New York Times Square

Live Webinars

Webinar: How Federal Agencies are Improving the Customer Service Experience
Thursday, October 29 | 2:00 - 3:00 p.m. Eastern

Webinar: Learn Six Reasons Why Digital Belongs in Customer Engagement
Tuesday, November 3 | 12:00 - 1:00 p.m. Eastern

Webinar: Voice of the Customer & Customer Satisfaction in Collections
Thursday, October 13 | 1:00 - 2:00 p.m. Eastern

Weekly Live Demonstration of PureCloud Engage
Every Tuesday & Thursday at 11:00 a.m. Eastern (4:00pm GMT)

Weekly Live Web Demonstration - Contact Center Solutions
Every Wednesday at 11:00 a.m. Eastern (4:00pm GMT)

On Demand Webinars

Accounts Receivable Management

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.

Business Process Automation

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.

Cloud Solutions

How the Cloud Contact Center of the Future Will Deliver a More Intelligent Customer Experience
Register to attend a demonstration of Interactive Intelligence PureCloud ℠

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.

Delivering a Winning Customer Experience with WFO
Explore how workforce optimization (WFO) gives insights into customer expectations, and guides employee and operational performance to deliver them.

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 (CRMxchange)
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 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.

Omnichannel Implementation Best Practices
This webinar will provide the “how to” for a successful omnichannel implementation.

Planning for Possibilities in an Uncertain Contact Center Environment
In this second of our three-part webinar series, we’ll show you how Interactive Intelligence has helped companies develop innovative what-if analyses for their contact centers.

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?


Insurance 2015: Predicting Digital Trends
Register for this webinar to explore six key changes facing insurers in the coming year and how they will influence the digital customer experience.

Making the Move to Digital Insurance - Tips for Success
One of the toughest challenges for the insurance market is the adoption of digital technology. However companies need to make digitization a priority in order to retain customers and improve their experience. But what does digital really mean?

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.

Planning, Modeling, and Decision-Making in Your Complex Contact Center Operation
In this session, we’ll discuss important categories of metrics that aid decision-makers, and we will delve into the forecasting and analysis of complex contact center networks.

  • Date Venue Location Detail
  • 12 October 2015 - 15 October 2015Manchester Grand Hyatt (118)San Diego, CA, United StatesEMACS
  • 19 October 2015 - 21 November 2015Rio Las Vegas Las Vegas, NA, United StatesICMI Call Center Demo
  • 25 October 2015 - 29 October 2015Moscone Center San Francisco, CA, United StatesOracle OpenWorld