CCNG talks with Larry Schwartz of WorkFlex for a discussion on auto-optimization of workforce performance. Hear how WorkFlex’s innovative auto-optimization products apply real-time supply chain methodologies to address key workforce administration “pain points” including intraday staffing, real-tim
CCNG talks with Larry Schwartz of WorkFlex for a discussion on auto-optimization of workforce performance. Hear how WorkFlex’s innovative auto-optimization products apply real-time supply chain methodologies to address key workforce administration “pain points” including intraday staffing, real-time performance management and overtime scheduling, to optimize workforce performance, reduce costs and improve agent satisfaction.
RecordedSep 29 2011
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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.
Jason Wesbecher, EVP and Chief Marketing Officer, Mattersight
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.
Brad Snedeker, Calabrio; Jim Lavery, VP, Desert Schools Federal Credit Union; Paul Stockford, Saddletree Research
Change can be confusing and scary for even your most loyal customers. Stay ahead of negative sentiment by tapping into the data generated within your contact center. CCNG CEO David Hadobas is joined by Brad Snedeker from Calabrio, Paul Stockford from Saddletree Research, and Jim Lavery from Desert Schools Credit Union as they discuss the contact center’s role in helping your customers embrace change. Discover how financial institutions are leveraging the contact center to navigate an evolving banking landscape—especially the recent transition to EMV payment cards. You’ll also learn how new technologies like analytics can support customer-facing business changes by allowing you to pinpoint your customers’ reaction to those changes.
Brad Snedeker, Innovation Center Manager, Calabrio
Today's technological advancements offer organizations insight into customers' needs and wants. See how listening to the voice of the customer, more importantly, tracking key trends and sharing that information enterprise-wide, can be easy with the right tools. Analytics solutions are a powerful way to leverage the wealth of information you have already gathered to identify customer opportunities ahead of the competition. By providing complete access to customer data, including each customer's interaction history with your company, your agents can make the service experience consistent, seamless and personalized. Implementing an analytics solution is key to continuously improve and innovate your contact center responsiveness and set your business apart.
Customers contact businesses through multiple channels: phone, chat, text, and social media. This poses a challenge to businesses that don’t have the technology to manage those channels affectively. Wendell Black, General Manager of Vocalcom, will discuss these challenges and how technology can be a solution for operations managers and their contact center.
Chris Klardie, Director of Contact Center Delivery - ShoreGroup
ShoreGroup is a managed services company with a focus on successful implementation and ongoing monitoring and support of contact center and other technologies.
Our service approach enables you to leverage ShoreGroup’s expert knowledge and comprehensive patented management technology to create and ensure the optimal success of your vital Cisco unified communications, collaboration, contact center, virtualized data center and network assets.
By using the Navigator Methodology our Professional and Managed Services teams combine certified technical expertise with in-depth industry knowledge to ensure your contact center project’s success on time and on budget.
Kevin Kopco, Sr.Solutions Architect-Contact Center - Windstream
Windstream Communications is a trusted Service provider who has over 80 years’ experience in helping customers navigate in the ever changing Telephony, Unified Communications, Networking, Security, and Contact Center divisions for their businesses. Windstream & Avaya have been strategic partners for 25+ years. As an Avaya Platinum Partner - less than a dozen in the US - which requires Windstream to meet and maintain stringent requirements in Revenue, Certifications and Customer Satisfaction. Windstream has over 1 million desktops deployed with Avaya Business Phone Systems, Contact Centers, Unified Messaging, Data Networks and Complete Unified Communications Systems. Windstream can provide complete design, installation and operational support for all categories of products in the Avaya portfolio. We are also the first and only SP to have an Avaya UCaaS subscription license agreement in place. Windstream has over 1000 in-house certified Avaya Red/Blue technicians.
Consumers want it all: infinite choice, immediate access, personalized service. And they expect you to be available and deliver at every step in an effortless multi-channel, multi-event customer journey. Mariann McDonagh, CMO of inContact, will share hot-off-the-presses research about consumer expectations during the peak shopping season. Nine in ten U.S. adults (89%) agree that companies need to work harder to provide a better customer experience. The inContact-sponsored research, conducted online by Harris Interactive, reveals consumer actions and preferences when making online or phone purchases. The findings confirm the critical role that contact center agents play when the customer relationship is on the line—and what happens when a consumer has a bad service experience.
Contact centers are faced with constant pressure to carefully examine and reduce costs and the need to put forth a customer-centric strategy is now more important than ever. All of this against a backdrop of increasingly complex operating environments. Businesses must create a strategy and roadmap for creating a customer-centric, cost-conscious frontline workforce. Those businesses that make the leap strategically and operationally will reap significant revenue and cost benefits. Learn how leading contact centers are thinking and acting differently to produce dramatically better results.
In today’s business environment we talk about “the cloud” so loosely that cloud contact center systems begin to all seem the same - but the reality is not all solutions are created equal. This session will offer guidance to help ensure you’re getting the best for your company as we cover:
> Why you should be thinking about moving to the cloud if you haven’t already
> Common misconceptions about the cloud and how to prevent them from steering you wrong
> Key factors to consider
Lon Hendrickson, CCNG Magnet Program and Lark Will, eBay
Perspectives On Leadership is an executive interview series from the CCNG Magnet Program. These one-on-one conversations with Contact Center Leaders explores their perspectives, insights, and experiences on effective leadership.
Warren Bobrow, Ph.D, President - All About Performance
Leadership is critical to running an effective call / contact center. In this webcast I’ll discuss how the skills, abilities and personal characteristics of leaders can be evaluated and how that information can be used to select and develop them.
Contact center operators understand that agent satisfaction drives customer satisfaction and that agent scheduling flexibility drives agent satisfaction, yet many companies “institutionally restrict” their agent’s ability to easily change their schedules due to the time and effort it takes to manually analyze and administer change requests. See how WorkFlex has finally “cracked the code” on this paradox by empowering agents with the flexibility to instantly change their schedules anywhere, anytime while ensuring that each change actually helps optimize staffing levels.
Chris Lawson, Director Strategic Partnerships, Lawson Concepts
The customer experience is what the agent delivers through their actions but we fail to consider what transpires during a conversation from the agent perspective. We train agents to deliver a great customer experience by arming them with soft skills and techniques to manage the conversation and steer it to a positive outcome. However, this is difficult to accomplish when agents must search an information landfill full of documents instead of answers. It’s a scenario playing out every day in contact centers, but the good news is it doesn’t have to be this way.
Jennifer East, Director - Product Strategy, Intradiem
Intradiem is the leader in intraday automation solutions, empowering organizations to create extraordinary customer experiences by optimizing the workday. With automated workforce adjustments, we make sure people on the floor, in the call center and behind the counter can effectively respond to any situation. Capturing these real-time opportunities throughout the day drives productivity and a new level of customer confidence. Featuring Intradiem’s Jennifer East, Director of Product Strategy, this webcast provides an overview of Intradiem’s intraday automation solutions and how Intradiem prompts extraordinary customer experiences.
Picture it: You are dining at a five-star restaurant and about to order a four-course dinner. Sadly, your menu reads as follows:
First course: Data. Second Course: More data. Third course: Still more data. Final course: Oh wait! Here’s more data.
You’re practically bombarded on a daily basis with metrics and reports that are intended to help you manage your customer-facing business units. While you have a plethora of information at your fingertips, do you have intelligence that can really help you change your business?
Join OpenSpan EVP of Strategy, Anna Convery, as she shares the recipe for building a successful business intelligence hub for your customer-centric organization. During this presentation, you’ll get the key ingredients to help you develop a successful strategy when it comes to collecting, analyzing and initiating transformation projects that can positively impact your business.
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.