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.
Intraday Automation - The Next Big Thing in Workforce ManagementKyle Antcliff - VP Marketing, IntradiemContact 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.Read more >
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
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.
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.
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.
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.