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Help Desk Institute

Tuesday, April 12, 2016 to Friday, April 15, 2016
Location: Omni Downtown – Nashville, TN

CS Week

Tuesday, April 26, 2016 to Friday, April 29, 2016
Location: Phoenix Convention Center - Phoenix, AZ
Booth Number: 109

ICMI Contact Center Expo

Wednesday, May 11, 2016 to Friday, May 13, 2016
Location: Long Beach Convention Center - Long Beach, CA
Booth Number: 631
Sponsorship: Diamond

Staffing and Budgeting in an Age of Continuous Planning

Tuesday, May 17, 2016 - 2:00pm
So how do you plan in this ever changing environment? In this session, we’ll discuss ways to handle staff planning and budgeting when forecasts are changing, we’ll touch on technolo...

Verint Engage Conference

Tuesday, May 24, 2016 to Friday, May 27, 2016
Location: Hilton Chicago - Chicago, IL
Booth Number: TBD
Sponsorship: Bronze


Monday, June 6, 2016 to Thursday, June 9, 2016
INTERACTIONS 2016 will be held at the JW MARRIOTT in downtown Indianapolis, IN.
REIMAGINE YOUR FUTURE To thrive in the new, disruptive economy, you must prepare yourself an...


Sunday, June 12, 2016 to Wednesday, June 15, 2016
Location: Henry B. Gonzalez Convention Center - San Antonio, TX
Booth Number: 1024


Thursday, June 16, 2016 to Saturday, June 18, 2016
Location: Hyatt Regency - Denver, Colorado

Call Center Week

Monday, June 27, 2016 to Friday, July 1, 2016
Location: Mirage - Las Vegas, NV Booth Number: TBD Sponsorship: Diamond

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...

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

Omnichannel Implementation Best Practices

WHY ATTEND? With the proliferation of digital channels and rising customer expectations, the stakes have been raised. Businesses that fail to provide consistent an...
Webinar - On-Demand

How to Optimize Multichannel Support

How to Optimize Multichannel Support   Smart customer service organizations know they must balance the needs of the customer with the needs of the em...
Webinar - On-Demand