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Events

Business Process Automation Best Practices For Improving Customer Complaint Resolution
This webcast will help customer service, contact center, and sales operations executives apply business process automation best practices to more effectively address and resolve customer complaints.

What Does it Take to Deliver a Superior Customer Experience? The Two Top-Rated Online Retailers, B&H Photo and Crutchfield Electronics, Share Their Secrets
Winning and keeping customers by delivering consistently great service experiences is the key competitive battleground in today’s marketplace. This recorded webcast will discuss practical CX tools and service methods.

How Moving Your Contact Center to the Cloud Eliminates Risk: A New Way of Evaluating Cloud TCO
A move to the cloud can eliminate the risk that the buyer assumes — and when calculated into the equation, can have a profound impact on the true TCO. Join us to learn the in’s-and-out’s of building a reduced risk TCO model.

How Utilities Can Mitigate Collections Risk
In this webinar we'll share examples of best practices and technology you can use to help you better manage the collections lifecycle, including pre-emptive measures to mitigate risk upfront.

Start Connecting and Collaborating: Five Ways to Make Employees More Productive
October 8, 2014 2:00 pm ET

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

How to Cancel No-Shows & Build Patient Engagement
This webinar demonstrates how you can improve profitability, workflow, and patient experience, enhance patient engagement and boost population health, exceed patient expectations and more.


Accounts Receivable Management

Handling Complaints and Collections Disputes
Join us as our panel discusses best practices for handling and tracking complaints and disputes, managing escalations and closing-the-loop.

Hitting the Crossroads: How Creditors and Agencies Will Never Be the Same
This informative and candid webinar will look at the current landscape of creditor and collector interactions, and what is on the horizon

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.

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.

The Pitfalls of TCPA and Its Impact on Your Business: Up-Selling, Telemarketing & Collections
Recording now available

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?

Boost the Quality of Your Customer Service: Best Practices for the Small to Mid-Size Contact Center
Join us for this webinar where we will help you uncover best practices and tactics large firms use successfully so you can fairly assess performance, encourage desired behaviors and improve quality and satisfaction

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.

Four Ways Next-gen Cloud Communications Improve the Customer Experience
This webinar will help you cut through the all the “checklists” and give you four must-have capabilities to look for in a next-gen cloud communications platform

How Your Small Contact Center Can Turn Disruption to Your Advantage
In this webcast we will share key insight into: The impact of these disruptive forces – cloud, mobile, analytics and social, what service delivery will look like in the future, and how small centers can best capitalize on the opportunity, today

Lessons from the Modern Contact Center
Learn how to bring expertise honed in the contact center to the rest of the enterprise.

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.

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 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.

Contact Center Forecasting and Planning Tips and Tricks
In this session, we’ll discuss tips and tricks for forecasting and staff planning; determining your requirements and, more importantly, your hiring plans over time

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.

How to Set the Right Goals, Hiring Plans and Budgets for Your Contact Center
Register to view a demonstration of Interaction Decisions from Interactive Intelligence

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

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
  • 28 September 2014 - 02 October 2014Moscone Center (3754)San Francisco, CA, USAOracle OpenWorld