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Contact Center & Customer Care Best Practices

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  • Using a Continuous Cycle of Improvement to Drive Engagement
    Using a Continuous Cycle of Improvement to Drive Engagement Dan Hale, Managing Director Customer Care, Best Western Recorded: Jun 12 2018 56 mins
    Don’t miss this CCNG member webinar as we discover how Best Western Hotels and Resorts’ Contact Center used a continuous cycle of improvement to drive employee engagement 20% higher. You’ll hear Best Western’s step by step process and be provided with specific examples of how it worked in their contact center.
  • Is Speech Analytics Worth the Effort?
    Is Speech Analytics Worth the Effort? Chris Lawson, Managing Partner, Lawson Concepts and Scott Bakken, CEO, MainTrax Recorded: May 8 2018 63 mins
    Join this live discussion with our speech analytics experts Chris Lawson and Scott Bakken as they discuss the trends of companies leveraging speech as well as those who have struggled and why. Regardless of the speech platform used, users often face common challenges. This is your chance to ask the experts. No matter where you are on the speech analytics spectrum, don't miss this opportunity to get answers from the insiders.

    Chris Lawson, founder and president of Lawson Concepts, puts his more than 25 years of Fortune 500 IT contact center experience to work helping organizations harness information to reduce customer effort. His firm specializes in aiding companies with speech analytics blueprinting and high-performance knowledge management, thus enabling contact centers to better leverage their technology investment with solutions that redefine both the agent and the customer’s experience. Chris has served as both president and director of various customer technology/solution advisory councils for speech analytics vendors and is a regular speaker on the agent versus the customer experience, speech analytics, and service excellence.

    MainTrax has been in a leader helping organizations with their speech analytics needs for more than 12 years and building more than 300 project with 10 different speech platforms. As co-founder and CEO of MainTrax, Scott Bakken helps organizations harness speech and text analytics technology to optimize contact center performance, regardless of technology platform. His firm specializes in developing projects with complex business rules and building language patterns present in text data to ensure clients are generating high value business insights. Free of allegiance to any one analytics company, Scott is recognized as an independent voice in the speech analytics industry and was named an Ernst & Young Entrepreneur of the Year finalist. He facilitates numerous workshops, and has been published in a number of industry trade journals.
  • 3 Key Strategies to Re-Imagine Agent Onboarding
    3 Key Strategies to Re-Imagine Agent Onboarding JD Dillon, Principal Learning Strategist, Axonify Recorded: Apr 17 2018 58 mins
    It takes an average of 11.5 weeks to onboard just one agent - and one in three agents will leave your organization within the year. The time to reimagine your approach to onboarding has never been more critical.

    With a new way of thinking about onboarding agents, you can speed up time-to-competency, mitigate early turnover, and continuously build capability on-the-job, which will ultimately drive better business performance. We’ll give you 3 key principles that call center leaders, including BT Consumer, the UK’s largest provider of broadband services, are applying to their business to improve results.
  • The 3 Must-Haves on the Path to a Better Customer Journey
    The 3 Must-Haves on the Path to a Better Customer Journey Alton Harewood, Solutions Consultant, 8x8 Recorded: Jan 30 2018 61 mins
    As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation. And far from being the domain of only large corporations – organizations of all sizes must now seek to gain insight into how customer experience is executed and ways to improve.

    Join contact center veterans Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.
  • Onboarding, Cross-Training, Hiring and More!
    Onboarding, Cross-Training, Hiring and More! Zack Jalbert, Senior Manager - Customer Care, Total Wine Recorded: Jan 9 2018 60 mins
    Are you building a contact center culture that the right people want to be a part of? We are under constant pressure, as leaders, to engage our employees, drive productivity, and meet business goals. If you have the right people, you can easily achieve it all.

    Join us for “Onboarding, Cross-Training, Hiring and More!.” During this webinar, we will discuss how you can think differently about your people programs, how to increase retention, and how to drive better engagement. Hear the challenges your peers are facing and how they address with key solutions.

    Join us to discuss:

    • Making better use of your current resources without depleting them
    • New techniques to ensure your people are happy and committed
    • How your peers are dealing with this same issue and how it's making an impact on their business
  • Contact Center Journey - From Here to Where?
    Contact Center Journey - From Here to Where? Frank Tersigni, Chief Customer Officer, Altivon Recorded: Dec 12 2017 60 mins
    Join us for a deep dive into 3 top trends in the contact center. Each trend will be explored on its own and then brought together at the end in a picture of what is actually happening in contact centers today.

    Chatbots seem synonymous with artificial intelligence and are certainly sparking the imagination. We will explore the reach of AI in the contact center, both obvious and subtle.

    OmniChannel success is in the eye of the beholder. From a customer experience perspective, it requires more than channel choices. Learn about the implications for your center.

    Cloud is the favorite child today, but does it make sense for your organization? Learn some of the questions you need to ask to determine your best deployment strategy (cloud, premise, hybrid).
  • Understanding Digital Transformation
    Understanding Digital Transformation Tim Gogal, Director US East Digital Engagement, Avaya Recorded: Nov 29 2017 60 mins
    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.
  • Exploring the CX Dichotomy: Improve the Customer Experience While Reducing Costs
    Exploring the CX Dichotomy: Improve the Customer Experience While Reducing Costs Chris du Toit, Chief Marketing Officer, Jacada Recorded: Nov 8 2017 57 mins
    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.
  • CX Transformation: Six Essential Competencies
    CX Transformation: Six Essential Competencies Jamie Coutts, VP Client Relationships; and Noel Roberts, CTO, Aria Solutions Recorded: Oct 24 2017 59 mins
    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.
  • Greater Phoenix Rising from the Desert
    Greater Phoenix Rising from the Desert Brad Smidt, Senior Vice President, Greater Phoenix Economic Council Recorded: Aug 1 2017 60 mins
    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.

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