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CrmXchange’s Best Practices in Workforce Optimization Delivers Strategic Solutions to Everyday Challenges


Sheri Greenhaus
5343 Paylor Lane, Suite 100
Lakewood Ranch, Florida 34240

CrmXchange’s Best Practices in Workforce Optimization Delivers Strategic Solutions to Everyday Challenges

Sarasota, Florida, October 2021. 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 1 – November 12, 2021. http://ecrmevents.com/wfo2021/.  The Conference features in-depth presentations by leading authorities that provide solutions to everyday operating issuesfaced 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 17 thought-provoking live sessions for workforce management and quality professionals.  The sessions will be presented by recognized industry experts and respected solution providers: Authority Software, Calabrio, CallMiner, EvaluAgent, NICE CXone, NICE, Playvox and Verint. 

Two Dynamic Keynotes:

Keynote: Where Are We Going? Looking Into the Future of the Industry

QA Predictable Success: How to Establish Metrics That (Really) Matter 


WFM and Performance Track:

Agent Well-Being and the Great Resignation 

A Panel Discussion on the Migration to Work-From-Home

Workforce Management in the Digital World 

 Digital First Engagement: Hiring and Planning to Meet the Rise in Digital Interactions

Setting Strategic Goals for Workforce Management  

QA and Analytics Track:

Best Practices for Real-Time Contact Center Process Improvement Yield Happy Teams and Customers-

 Creating a Flexible Quality Assurance Practice

 Best Practices to Improve Agent Empathy

 Engaging while Changing

 Democratizing Your Customer Data

 Give Customers Instant Gratification Every Time - It's Possible

 Coming Together as a Team - Panel Featuring Authority Software 

 Innovative Ways to Schedule

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.

About Sheri Greenhaus

Sheri Greenhaus, 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.

About CrmXchange

CrmXchange is the premiere 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 http://www.CrmXchange.com and http://www.ecrmevents.com.