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.
Tim Gogal, Director US East Digital Engagement, Avaya
As customer service professionals, we sit in the midst of the most important paradigm shift within the industry today – the Digital Transformation. This shift has brought more focus on and relevance of the business potential of contact centers than ever before. In this session, we’ll take a look at why Digital Transformation matters, what it means, and how organizations are successfully redefining their contact centers for extended reach and impact. No longer can we hide behind old technological limitations that may have prevented responsive, personal interactions. Today customers are demanding great experiences and are driving change. Either we give them the TLC they are looking for…. or our competitors do it for us.
Delivering an outstanding Customer Experience while maintaining or reducing costs is a dichotomy – On the one hand you’re under pressure to improve both self-service and contact center efficiency, and on the other hand you have a mandate to improve the customer experience across a number of metrics such as NPS and more. These goals are seemingly at odds and makes your role as a CX practitioner all the more difficult.
Join this webinar to explore the CX challenges organizations are facing today and how to most effectively accelerate your CX initiatives. The discussion will cover three primary topic areas that are hot in the industry: (1) How to improve self-service utilizing Visual IVR, Natural Language and chatbots, (2) Techniques for improving contact center efficiency while removing the digital to voice disconnect, and (3) How to optimize your back office processes with Robotic Process Automation.
This is an interactive session and participants are encouraged to submit questions.
Forrester research shows that CX-driven organizations grow revenue much faster than direct competitors with lower quality CX. What this means is that fixing broken experiences and making some transactional improvements is not enough. Join Noel Roberts (CTO) and Jamie Coutts (VP, Client Relationships) from Aria Solutions as they lead this interactive webinar discussing the six essential competencies businesses must establish and optimize to deliver the right CX time after time.
Over the past two decades, the Greater Phoenix region has become a dynamic hub for contact center operations. Industry titans such as USAA, American Express, State Farm, and Charles Schwab all call the region home and have significant business here. Not only are these operations still growing, others are following and ultimately finding success. From the business-friendly tax and regulatory environment, to a unique and vibrant quality of life for employees, find out how the history of Greater Phoenix has created the perfect environment for customer care operations to thrive.
Gamification has been the hot new topic within the contact center world for the past year or two. Most all contact center leaders understand the appeal of incorporating game mechanics into their operations, and can visualize the excitement and subsequent employee engagement the games will promote. Yet most contact centers still haven't implemented gamification, due to the limited, real world ROI information available. Convergent Outsourcing has been utilizing games tied to key performance metrics for the past two years. During this webinar, Casey Kostecka, Convergent Outsourcing's CBDO, will share Convergent's gamification experience, actual metric improvement results, and ROI data.
In today’s market, in almost every buying process, companies are struggling to choose which way to deploy new technologies to support their customer service strategy. Moving applications to the cloud is no longer just a fad or buzzword. Large enterprises are building their entire IT strategy around the cloud. The problem is that there are some significant factors that cannot be ignored when considering deploying a customer facing, mission critical solution like the contact center technology in the cloud. In today’s discussion, we will explore some of the market trends, recommended steps to take to assess what is the right path forward, and key things to consider when deciding on a deployment strategy.
When your mother told you to “listen twice as much as you speak” she was right! With survey fatigue at an all-time record high, common sense will prevail to stop asking for feedback in bad surveys and start to listen more to what our customers are saying with the right survey techniques. Join Roger “Dr. WFO” Lee from OpenText Qfiniti and CCNG President David Hadobas as they discuss the alarming upsurge in bad surveys and best practices for collecting feedback that requires more “listening” than “asking”.
CCNG, in partnership with Tenacity, conducted a survey of CCNG members to see how they measure the cost of attrition. The findings surprised us! Participate in this webinar to learn from your peers how to properly measure attrition costs, and discover what steps you should take to prepare your organization to address this chronic problem.
During this webinar with Ron Davis, CEO of Tenacity, we will discuss:
*What your peers are doing to measure the costs of attrition
*Key errors to watch out for when you calculate your costs
*A framework that any executive can use in order to comprehensively measure the costs of attrition
In the fast pace world we live in today, customers are looking for quick, easy and effortless experiences to solve their problems. Companies, on the other hand, are striving to engage with their customers more often and build stronger relationships.
Online communities are well suited for these ongoing conversations where companies can strengthen their brand, lower support costs, and provide an easy way for customers to learn from each other.
Online communities are one of the fastest growing destinations for asking product questions, requesting product enhancements, and obtaining technical support. Learn how these five tips will maximize your online customer community and elevate your customer’s experiences.
As you know, outstanding customer experiences don’t happen by default. They are the result of well-designed products and processes that consistently meet needs, reduce effort, and deliver memorable moments.
Dr. Joseph Michelli, a Certified Customer Experience Professional, has helped and written about companies recognized for their customer experience excellence (e.g. The Ritz-Carlton Hotel Company, Zappos, Starbucks, Mercedes-Benz). In this webinar, Joseph will outline the “essential competencies” needed to "deliver outstanding experiences to every customer, every time – no excuses.” Join us for context and tools to elevate the experience of your internal and external customers by focusing on and integrating people, process, and technology.
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?