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.
Brad Snedeker, Director of Innovation, Calabrio & Nancy Jamison, Principal Analyst - Digital Transformation, Frost & Sullivan
Millennials have been flooding the workplace for a number of years, and with them they have brought change. In particular, this emerging workforce has had a big impact on customer contact with different requirements, attitudes, and technology. Is your contact center ready to handle the changing needs of the new workforce?
This webinar introduces Engage WFO SaaS™ (Software-as-a-Service), a managed service from TelStrat providing advanced call recording, quality management, analytics, and workforce management. We will describe the benefits of moving to a cloud-based subscription model, explore deployment options and multiple use cases. Learn how you can lighten the workload for your IT department while always having access to the most current software features. If you need to do more with less, increase productivity and customer satisfaction, and provide a clear view of performance, don’t miss this webinar.
Best Practices means many different things to many different people, but there are some common themes across all contact centers where best practices can be applied. In this webinar we will discuss the Top 10 industry-proven Best Practices for Workforce Optimization and techniques for applying them to your contact center.
With the increasing pressure on organizations to both reduce costs and improve service quality, organizations are re-inventing their service & support to automate tasks and understand customer intentions to provide a more personalized experience.
Get an overview of Robert C. Davis and Associates’ exclusive methodology called The Quality Conversation. RCDA founder and CEO Bob Davis will talk about this winning approach, his book The Quality Conversation, and practical examples of how the approach drives desired results in contact centers. The results have included higher close rates, exceptional sales and retention numbers, dramatically improved customer experiences, millions of dollars in added revenue, and more. Bob will tell the success stories of clients DIRECTV/AT&T and Police and Fire Federal Credit Union after RCDA implemented customized programs in their contact centers.
Contact centers are plagued with three customer experience issues and how to address them – CX differentiators, delighting customers, and the digital experience. Customer experience programs provide remarkable opportunities to improve customer satisfaction and reduce costs, but many companies fall short and struggle with ways to solve these issues.
In his new book, The Curated Experience, Amas argues that customer experience efforts often fail because leaders do not start with the why. Many leaders do not clearly articulate the business case of delivering on the Customer experience in a language that even the CFO can get behind. Amas then goes on to lay out the how ... he talks about the three pillars – Liberating Structures, Empowered People and Data Driven Technology. You may learn more about Amas from his blog at amastenumah.com.
Collaboration is the name of the game these days. The contact center industry is too big for any one person or company to have all the answers. We all need to have a cadre of like-minded experts available at a moment’s notice (or at least at the swift click of a mouse). Join us to learn how the collaboration between iLearnCallCenter.com and CCNG members is going to build the first and only smarty pants “do it yourself” call center network. The launch pad is ready – are you?
This webcast with President of Aria Solutions, Rob Church, will give a brief overview of Omni-Channel products and services provided by Aria, including full project implementations, workforce optimization solutions, contact center analytics, and agent productivity.
End users say the industry runs customer service teams and contact centers, and analysts write about customer experience. What do we call our industry and where does it fit into the wider organization? Richard Kenny and David Hadobas discuss how organizations have evolved from a call center model into a wider organizational approach that helps brands deliver enhanced customer experience.
Call centers get 250 million calls a day. Distilling each one of those conversations down to the basic elements - emotion, effort, and personality - tells a unique story about the caller. In this webinar, find out how Mattersight is leveraging NASA science with millions of algorithms to break down, analyze, and turn these stories into meaningful data to improve call center interactions, resulting in higher ROI, reduced employee attrition, and transformed customer experience.