CrmXchange Announce November Best Practices in Workforce Optimization Virtual Conference

Cyber M@rketing Services (CrmXchange), in conjunction with the Society of Workforce Planning Professionals (SWPP), and the Quality Assurance and Training Connection (QATC) announced the schedule for the Two Track Workforce Optimization Virtual Conference, which takes place November 4th – November 15th, The Conference features in-depth presentations by leading authorities that provide solutions to everyday operating issues faced by contact center executives and managers.

The Conference is fully interactive, with all online presentations available at no cost. By making it possible for all customer care professionals within an organization to participate, the virtual event offers a comprehensive educational opportunity that no on-site conference could duplicate. All sessions are recorded and remain available up to 7 days after the event. This allows registrants who are unable to attend any specific live webcast to benefit from all of the ready-to-use information while adhering to their busy work schedules.

The Virtual Contact Center Conference has put together a schedule of 15 thought-provoking live sessions for workforce management and quality professionals. The sessions will be presented by recognized industry experts and respected solution providers: Calabrio, CallMiner, NICE inContact, NICE, and Verint.

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Dynamic Keynote: Building a Customer Experience Movement, Nate Brown, Co-Founder of CX Accelerator


QA and Analytics Track:

How to Engage Agents in your Quality Process

Leveraging Automation to Redesign Your Quality Program

The Art and Science of Motivating the Contact Center Workforce

Leveraging QA to Empower a Coaching Culture

40-20 Ideas in 60 Minutes – Coaching, Rewards, and Recognition

Elevating Agent Engagement with Speech Analytics and Gamification

WFM and Performance Track:

Setting Strategic Goals for Workforce Management

Creating a Contact Center Culture of High Performance

Multi-Site Operations: Challenges and Options

Work-Life Balance in the Contact Center

Selling Workforce Topics to the Executive Level

Leveraging WFM throughout the Enterprise

Vicki Herrell, Executive Director of SWPP and QATC, will moderate two games of Jeopardy. This format offers useful tips from conference sponsors in a unique, fun manner.

Participants can interact with peers and presenters in the Networking Lounge and find information on hot topics in the Exhibit Hall. Attendees can download product videos, press releases, and white papers to update their knowledge of everything needed to manage a contact center more efficiently.

Sheri Greenhaus, the Managing Partner of CrmXchange, states “The ongoing growth of our virtual conference illustrates the need for quality education that is accessible to time-challenged customer experience leaders. Professionals at all levels can update their knowledge without having to compromise their daily responsibilities. It offers all the benefits of an on-site conference without any registration fees, travel costs, or time away from the office.” CrmXchange pioneered the development of virtual conferences for the contact center industry and has organized and staged events since 2008.

CrmXchange is the premier destination for information on relationship management solutions, including customer interaction best practices, CRM programs, training, and other valuable industry resources.

For more information about upcoming virtual conferences, visit and

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