Montvale, NJ (PRWEB) May 23, 2011
More than 800 contact center managers and executives from around the world came together at the first Multi-channel Virtual Conference, which drew registrants from the United States to Australia, South Africa to Poland and France to Israel.
The state-of-the-art virtual conference held April 11th--13th brought together contact center executives from 20 countries to exchange ideas with peers and learn from the experts about the major challenges faced by customer care professionals in managing social media, chat, Web, phone, text, and email.
Industry experts on the integration of multiple channels offered unique insights, answered questions and provided a wealth of ideas. Sheryl Kingstone of the Yankee Group delivered the keynote speech focusing on formulating a multi-channel strategy and plan.
Elaine Cascio of Vanguard Communications and Don Van Doren of UniComm Consulting were joined by a host of sponsors including Avaya, AVOKE/Raytheon BBN Technologies, Siemens Enterprise Communications, NICE, and USAN.
“Insightful presentations without an overbearing sales pitch/positioning from the presenters”.
Key presentations focused on who owns the channels, cultural issues, getting organizational buy-in for a seamless channel strategy; best practices for implementing and managing the multi-channel customer experience; and supporting customer interaction strategies with innovative technology.
The conference exhibit hall offered information about leading products and solutions. Attendees were able to download free whitepapers and articles, and watch demos. The exhibitors in the exhibition hall recorded more than 1600 information downloads.
Attendees learned what others were doing in their contact centers, chatted with colleagues, posed questions to presenters, and offered their own insights in the online networking room.
“I liked the ability to catch recorded presentations on my own time. The briefcase feature in the exhibit hall was handy—was much less nerve-racking than a real life exhibit hall, and I found myself actually reading whitepapers, etc., instead of just tucking them dutifully into my bag and recycling them later.”
As with all CRMXchange Contact Center virtual events, this conference was fully interactive; and businesses could invite all customer-care professionals within an organization to participate—a benefit that would be unrealistic to achieve for an on-site conference. All sessions were recorded and available on demand for 14 days following the conference, giving those who were unable to attend the opportunity to view the missed sessions.
Up next—on June 8th—CRMXchange will present a virtual conference focusing on Best Practices in Quality Assurance and Speech Analytics. Registration is now open. Visit eCRMevents.com for complete conference agenda and registration details.
is the virtual conference platform of CRMXchange, for more than a decade a leading source of information and ideas for contact center managers and executives.
Contact Sheri Greehaus or Larry Matte for more information at (201) 505-1743 or info(at)crmxchange(dot)com.