Contact Center & Customer Care Best Practices

CCNG talks with Brian Spraetz, Senior Manager Product Marketing at Enkata about improving visibility into call center agents work processes.

Capturing and analyzing the actions agents perform on their desktops, before, during, and after customer calls, gives contact centers an unprecedented visibility into performance that can drive significant improvements in productivity and the customer experience. With these powerful insights, you can:

•Identify the work habits that separate top and bottom performers
•Pinpoint which agent behaviors cause quality and service problems
•Ensure agents adhere to standard policies and procedures
•Set smart performance targets that optimize everyone’s work

Jane Hendricks, Product Marketing Manager with Aspect Software shares content recently presented at the CCNG's OptimizingCustomerContact.com event in Philadelphia. Learn how organizations adopt a call center technology approach to optimizing traditional back office functions and answer key issues including -

Where is the intersection between the back office and the customer experience given that back office is typically not a customer-facing part of the business?

Are there particular industries or business processes for whom this kind of solution would be particularly valuable? Are there back office processes where this isn’t a fit all?

What are some of the challenges associated with applying technology meant for the contact center to the back office?

Are there cultural implications for organizations looking to adopt this technology?

Aspect is a big part of this year’s Optimize series discussing valuable topics such as Optimizing Back Office Resources and Processes in Customer Support, Social Care, WFO Strategies and more!

We hope following your viewing of this webcast you will consider joining us and attending an upcoming OptimizingCustomerContact.com event.

To get others to come into our ways of thinking, we must go over to theirs; and it is necessary to follow, in order to lead.

Jennifer Richard – Director; Contact Center Operations, McKesson Patient Relationship Solutions talks about leadership in her program, the process of Investigate, Identify, Implement and Improve to achieve the successful results in her operations.

In the Age of the Customer, companies must work harder to impress, obtain and keep customers. As consumers demand multiple ways to interact, contact centers are tasked with implementing multi-channel support and ensuring agents are skilled to manage those methods. During this webcast, we’ll look at how contact centers can automatically push a seamless flow of work throughout the day to agents – based on their skills, availability and customer priority while optimizing agents and gaining insights to meet operational needs.

Call center leaders often hide behind the concept of Best Practices, believing if they copy someone else's recommendation for success it will secure their own. This is an illusion. Improved performance is derived from a combination of leadership skills and front-line execution.
Change always starts with vision and direction set by the leadership, followed by training of and execution by the front line. Training must be tailored to an organization’s specific DNA in order to be effective and drive results on a sustained basis.

Measure the Results -

NPS (Net Promoter Score)
Customer Satisfaction
Customer Retention
New Sales
Loyalty
Social Media Monitoring
Increase in Profitability
VOC Surveys

As customers continue to take greater control of the service conversation, superior workforce optimization and back office software integration are essential to enabling contact center agents to deliver seamless, informed, and empowered interactions in every channel and every touch point. The session will look at ways to leverage workforce optimization strategies to provide the ability to properly schedule, forecast, coach, develop, analyze, optimize and provide tools and insights needed to establish a cycle of continuous improvement within the teams that either directly or indirectly impact the customer in a way that translates into better customer experiences.

Hear from Erich Dietz, Sales Director, Mindshare Technologies regarding the 10 Commandments of Voice of the Customer.

CCNG talks with Doug Lipp about his new book, Disney U.

Disney U - How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees

In helping Walt Disney create “The Happiest Place on Earth,” Van France and his team started a business revolution in 1955 that eventually became the Disney University—the employee training and development program that powers one of the most famous brands on earth.

Disney U examines how Van France's timeless company values and leadership expertise have turned into a training and development dynasty: the Disney University. The book reveals the heart of the Disney Culture and describes the company's values and operational philosophies that support the world-famous Disney brand.

Lauren Ziskie Chief Engagement Officer at Dialogue Marketing shares perspectives why contact centers should care about Big Data and what impact this is having on contact center and customer service today.

Most organizations are listening to the social sphere, but few have mastered the social dialogue. Fewer can measure the effect social efforts have on customer loyalty and value. And even fewer are able to assess whether these social efforts are being delivered efficiently. This webcast explores the convergence of best practices for social response and customer contact, and presents the synergies that are possible with better business practices and new technologies in the market today. These synergies enable organizations to leverage social channels efficiently and effectively with a measured, disciplined approach that fosters loyalty and increases customer value.