Events

Live Webinars

Weekly Live Web Demonstration - CaaS Small Center
Every Tuesday at 2:00pm Eastern and Thursday at 11:00am Eastern

Weekly Live Web Demonstration - Contact Center Solutions
Every Wednesday at 11:00 a.m. Eastern


On Demand Webinars


Accounts Receivable Management

Payment Compliance: Same Rules, Different Game
View this recorded webinar any time.

TCPA Compliance and Technology
Watch this recorded webinar and learn about TCPA compliance.

TCPA Legislation: Understanding and Perservering
This on demand webinar will present the ins-and-outs of this evolving federal regulation.

The Key to Receivables Management Success? A Thousand Dynamic Workflows
Listen to this recorded webinar and hear how to make workflows improve your receivables operations.

Webinar: 2014 Predictions: Compliance Officers Examine the Collections Landscape
Listen 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-Workshop
If your company isn't focused on compliance and data security, more than just your reputation is at risk.


Cloud Solutions

How Cloud Facilitates an Agile Contact Center
In 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.

Webinar:Building an ROI model for Your Cloud-Based Contact Center
This recorded webinar discusses why cloud ROI can vary significantly relative to its on-premise alternative depending on your specific situation and requirements.


Contact Center

An Expert's View: Training and Managing Home Based Agents
Hear 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?

Contact Centers: Meeting the Planning Challenges of New Channels
In this session we will explore the factors driving the expansion of customer contact channels, the potential benefits to your organization, how to go about planning for expansion and some new technologies that can help.

Lessons from the Modern Contact Center
Learn 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 Office
Learn 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 Center
Learn how you can extend your contact center beyond the walls of an office to incorporate the most effective resources available.

Small Contact Centers Embrace Disruption to Enhance the Customer Experience
Watch 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.

Virtual Event: Next Generation Contact Centers
You’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 Relationship
Proactive Communications: Outbound’s Friendly Face

Webinar: World-class Contact Centers: Deliver Better Customer Experiences through Multichannel Integration
View this exclusive Webinar jointly produced by RightNow and Interactive Intelligence.


Insurance Industry

Better Policyholder Experience Through the Voice of the Customer
Find out what insurance customers value most when it comes to their insurance companies’ technological prowess

Collaboration: A Critical Factor in Customer Experience Strategies
At this one-hour webcast hosted by Insurance & Technology and Interactive Intelligence, SMA partner Mark Breading reveals five action steps that can help insurers build a strong collaboration platform and reap the business benefits of collaboration.

Getting Answers from Mobile Initiatives
Learn 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 Unknown
Find 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 Center
In 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.


Strategic Planning

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 Backoffice
In 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 Share
During 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 Metrics
In 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 Efficiency
In 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 network
In 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 Satisfaction
In 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 Efficiencies
In 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 Planning
In this session, we will discuss small planning mistakes that led some very well-known businesses to have service catastrophes.


Unified Communications

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.


Utility Industry

Aging Utility Workforce Business Impacts and Strategies
The 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 Communications
Learn 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.

  • Date Venue Location Detail
  • 27 April 2014 - 30 April 2014Estancia La Jolla Hotel & Spa La Jolla , California, United StatesUC Summit 2014
  • 04 May 2014 - 06 May 2014Rosen Shingle Creek Resort Orlando , Florida , United StatesACORD LOMA
  • 05 May 2014 - 09 May 2014Henry B. Gonzalez Convention Center (#830)San Antonio, Texas, United StatesCS Week
  • 07 May 2014 - 09 May 2014Four Seasons Hotel (4)Las Vegas, Nevada, United StatesCRS
  • 07 May 2014San Diego Convention Center (219)San Diego, California, United StatesICMI CCExpo
  • 18 May 2014 - 22 May 2014Moscone Center (210)San Francisco , California , United StatesCisco Live 2014
  • 19 May 2014 - 20 May 2014Gaylord Palms Resort (TBD)Kissimmee, Florida, United StatesGartner 360 Summit
  • 08 June 2014 - 11 June 2014Indiana Convention Center (517)Indianapolis, Indiana, United StatesIASA Annual Conference
  • 16 June 2014 - 20 June 2014Mandalay Bay Resort (TBD)Las Vegas, Nevada, United StatesCall Center Week