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Experience Counts in Shaping a Meaningful Virtual Conference Event that Offers Quality Education and More


Presented By: CrmXchange

Over the past few months, people who wish to dine out as safely and enjoyably as possible have often sought outdoor options. Suburban restaurateurs have responded to this demand by carving out a section of their parking lots and putting up a tent, and their city counterparts have worked with local governments to cordon off sections of sidewalks or public thoroughfares. Many have done a fine job of creating inviting spaces but the ones that do it best are establishments that already had existing outdoor dining areas. These restaurants have the infrastructure in place and are well versed in the requirements of serving al fresco.  

One can make a similar analogy in the rapidly changing landscape of business-to-business educational events. Obviously, the previous paradigm of large-scale conferences or even hotel-based seminars is not feasible in the immediate future. While associations and conference organizers have shifted en masse to offering virtual events, not all of them have a background in developing a comprehensive online curriculum or creating a truly impactful digital educational and networking experience. This is where an information provider which has a proven track record in staging productive virtual conferences and online product showcases can make a real difference.

In the contact center/CX space, CrmXchange is the acknowledged trailblazer in delivering content-rich, engagement-focused virtual events. Since 2008, CrmXchange has been presenting complimentary online events that enable professionals to get the latest information, learn successful strategies and incorporate best practices into their operations without having to ever leave their offices. The events were already highly popular: shrinking travel budgets, rising 4-figure conference registration fees, and increasing levels of operational complexity had made it more daunting to attend in-person conferences. This expertise in perfecting virtual events makes CrmXchange conferences more valuable than ever for managers, supervisors, and executives.

CrmXchange has produced several virtual events each year, but its original and flagship conference is the Workforce Management/Performance Optimization Conference held each fall. Now entering its 13th year, the conference has drawn well over 1,000 registrants. It has been co-produced by the most prestigious organization in the field, the Society for Workforce Planning Professionals (SWPP). It had been a four-day conference until 2018 when a second week of webcasts was added to address the aligned needs of QA and Analytics Professionals, co-produced with QATC (Quality Assurance & Training Connection).

The 2020 event, now known as Workforce Optimization: Best Practices takes place the first two weeks of November at ecrmevents.com.  The first week, with a series of webcasts from November 2nd - 6th, will focus on Workforce Management and Performance: the second will hone in on QA and Analytics presentations from November 9th-13th.

The joint events feature professionals with a vast reservoir of knowledge. The roster includes more than 30 presenters, including end users from organizations such as Wells Fargo, Northwestern Mutual, Royal Caribbean, AmTrust Financial and others, product experts in WFM, WFO and analytics, as well as consultants with experience in improving the performance of both in-house and remote agents.

The event will kick off on Monday, November 2nd at 12 noon ET with a keynote address entitled “Once Upon a Time in a Land Called Brilliance.” It will be presented by Judy McKee of McKee Consulting. Judy is the founder of the LAMA training method which offers a path to purposefully manage and guide every conversation without coming off as pushy, greedy, urgent, or tricky. She is a nationally known motivational speaker, seminar leader, sales trainer, and author with more than three decades of experience in the customer service and contact center space.

Other areas to be explored in the Workforce Performance week of the virtual conference include:  

  • Flex Scheduling and Micro Scheduling
  • Forecasting Fundamentals: Strategies for Planning During Uncertain Times
  • How to Lead Through a Crisis: Three Keys to Successful and Effective Communications (Executive Session)
  • Re-Imagine the Scheduling Process to Be Agile  

The second week is devoted to readapting QA to meet the evolving needs of an increasingly home-based workforce and better using analytics to create a superior customer experience. Webcasts include: 

  • Moving the Needle -A Performance Coaching Panel Discussion by Practitioners of Automated QA
  • The 20s: Rethinking your Quality Program in a Time of Dramatic Change
  • Through the Porthole: How Royal Caribbean Embarked on a Multi-year Speech Analytics Journey to Anchor their QA, Operations and CX
  • The Human Side of Quality Management (Panel Discussion) 

If registrants are unable to attend the live sessions, they will remain available for download for a full week after the close of the conference.

Beyond the educational sessions, attendees can visit the booths of leading suppliers in the online exhibit hall. They can then download white papers, videos, product data sheets and other vital content from leading solution providers and organizations such as Calabrio, CallMiner, NICE, NICE inContact, Sharpen, SpeechIQ (A LiveVox company) and Verint. The virtual booths will be open during both weeks of the conference and will also remain up for a week thereafter. A new addition for 2020 is a series of sponsor demonstrations which will provide insight into how their products improve customer service. 

CrmXchange has always offered networking opportunities. Attendees meet in the Networking Lounge where they can exchange ideas with their peers. There is a plethora of exciting new special events to enhance everyone’s enjoyment of the conference, including: 

  • Sponsor Bingo: Download a Bingo Card before the event starts and complete it by visiting sponsor booths to qualify to win prizes.
  • Sponsor Showcase Game: Another opportunity to win prizes: Download the game card starting November 5th in the CrmXchange booth and get the answers to questions about sponsors.
  • Play Workforce Jeopardy: Join the panel on November 5th at 2:00 pm ET for a challenging game of Jeopardy. Once again, prizes are involved.
  • Secret Interior Designer: Are you proud of your home workspace or office space? Submit pictures before November 13: attendees will be polled to choose the best designs.
  • Watch the Magic Show: Join Harrison Kramer, Virtual Magician & Mentalist, whose virtual Zoom shows have been booked by Google, Barclays, and many other global Fortune 500 companies November 12th at 2:00pm Eastern.
  • Piano Bar Happy Hour: Request your favorite tunes to be played by renowned pianist and musical expert Luke Story at a special Happy Hour presentation (bring your own cocktails).
  • From-Your-Desk Exercise: While it’s your fingers doing the walking, everyone can use some physical activity. NASM Certified Exercise Instructor, Rachel Giroux, will take attendees though an invigorating stretch between sessions on November 3rd, 4th, 10th, and 11th, at 1:50 ET.  

Attendees can learn more about each these innovative programs on the Special Events page. 

Register now at no cost for the complete two-week event: there is no limit on how many people a company can sign up.