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Contact Center & Customer Care Best Practices
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CCNG member topics for contact center& customer care professionals
CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners.
Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience.
This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.
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LEAD WHERE YOU WILL BE FOLLOWED
Jennifer Richard – Director; Contact Center Operations, McKesson Patient Relationship Solutions
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. Read more >
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. Read more >
Webinars and videos
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LEAD WHERE YOU WILL BE FOLLOWED
Jennifer Richard – Director; Contact Center Operations, McKesson Patient Relationship Solutions
Recorded:
May 13 2013
18 mins
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. -
Harmonizing Contact Center Operations
Mariann McDonagh, Chief Marketing Officer, inContact
Recorded:
May 3 2013
17 mins
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. -
Best Practices: A Hiding Place for Call Center Leaders
Jack Dempsey, CEO, Pretium Solutions
Recorded:
Apr 26 2013
25 mins
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 -
WFO Strategies to Keep Customers Coming Back
Michael Kropidlowski, Sr. Marketing Manager, Aspect Software
Recorded:
Apr 25 2013
26 mins
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. -
The Ten Commandments of VOC
Erich Dietz, Sales Director, Mindshare Technologies
Recorded:
Apr 19 2013
23 mins
Hear from Erich Dietz, Sales Director, Mindshare Technologies regarding the 10 Commandments of Voice of the Customer. -
How Disney Univ. Develops the Most Engaged, Loyal, & Customer-Centric Employees
Doug Lipp, Principal, Doug Lipp & Associates
Recorded:
Apr 16 2013
23 mins
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. -
Delivering a Smart Customer Experience Using Big Data
Lauren Ziskie Chief Engagement Officer, Dialogue Marketing
Recorded:
Apr 16 2013
19 mins
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. -
Social Care: Beyond Listening
Michael Kropidlowski, Sr. Marketing Manager, Aspect Software
Recorded:
Apr 15 2013
21 mins
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. -
Enhancing the Employee Experience
Amy Gunderson, Senior Director, Enterprise Operations, Allianz Life Insurance Company of North America
Recorded:
Apr 10 2013
27 mins
Successful customer service leaders focus on enhancing the employee experience through reward and recognition programs, career development, and the creation of employee engagement action plans. Amy Gunderson shares some of the work that Allianz Life has done in these areas and insights on “best practices” that enhance the employee experience. -
Eliminate Extra Costs and Customer Frustration Caused by Self-Service Failures
Brian Spraetz, Senior Manager, Product Marketing, Enkata
Recorded:
Apr 9 2013
16 mins
Hear from CCNG Partner, Enkata, on the topic of Optimizing Self-Service Performance ... a topic they will be discussing at the upcoming CCNG 2013 Optimize Series. OptimizingCustomerContact.com for events and details.
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