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What-If, Cost Versus Service, and Variance Analysis

Tuesday, August 9, 2016 - 2:00pm
Let’s face it, a lot of what passes for contact center analysis is somewhat of a swag. Our analytic tools- mostly data analysis and an Erlang spreadsheet- are cumbersome, slow, infl...

Engaging with Customers in an Ultra-Connected Era

Tuesday, August 16, 2016 - 11:00am
When prospects and customers are ready to engage, are you meeting them where they are? Whether it’s a phone call, text message, online chat, or through social media; your customers’...
Webinar - Live

Collect 2016

Sunday, August 21, 2016 to Tuesday, August 23, 2016
Join the Interactive Intelligence team and your industry colleagues for the 2nd annual Collect 2016 conference.  Spend three days learning, networking, and enjoying the beautif...
Special Event

The Four Components of a Great Workforce Process

Tuesday, September 27, 2016 - 2:00pm
It is pretty well known as a contact center best practice that the best workforce management process consists of solid forecasting, strategic planning, and scheduling/real-time mana...


Tuesday, October 4, 2016 to Friday, October 7, 2016
Location: Moscone - San Francisco, CA
Booth Number: TBD
Sponsorship: Bronze

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, hittin...
Webinar - On-Demand

Are Spreadsheets Consuming Your Planning Process?

In a recent report, Ventana Research found that when it comes to contact center planning, reporting, and analysis 75% of your efforts are wasted. The culprits? Rekeying and manual d...
Webinar - On-Demand

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. Du...
Webinar - On-Demand

Omnichannel Implementation Best Practices

With the proliferation of digital channels and rising customer expectations, the stakes have been raised. Businesses that fail to provide consistent and contextual experiences acros...
Webinar - On-Demand

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. However, this can be diff...
Webinar - On-Demand