CCNG talks with member Augsburg Fortress's Director of Customer Care and Process Improvement, Sheryl Burmaster about their call center best practices in their small call center operation in Minneapolis MN. Augsburg Fortress will be hosting an upcoming CCNG networking event in their center. Info for the event located at CCNG.com.
Marketing teams get creativity. Creativity is their life’s blood. The concern is that by setting up rules and processes, we might kill that creative spark that drives the art created by the marketing directive. Agile methodology is applying the art of science in order to uncomplicate and reduce unnecessary admin time -- the very thing that keeps us from spending more time making beautiful campaigns and generating innovative copy.
We’re going to talk to real life marketing teams who are using Agile methodologies to run their right-brained collaboration space – and are seeing tremendous results. We’ll talk war stories, great use cases, and ways to break down the siloes that are keeping your brilliant minds from making that next inspired leap.
Join us for a free web event sponsored by Workfront to uncover the real-life ways that creative directors are harnessing the power of agile marketing methodologies to rapidly make fantastic leaps and discoveries that fuel careers.
In this webinar, you’ll:
* Hear first-hand experiences from current creative teams using tried and true methods to build faster and respond to industry trends quickly
* Learn ways to increase the number of great ideas and proof of concepts
* Use data to analyze and capitalize on changes in projects, marketing and industry trends… before your competitors know what hit ‘em.
* Capture the lightning in a bottle that ensures amazing customer experiences.
Sponsored by Workfront
Jim Ewel, Principal, Agile Marketing
Stewart Rogers, director of marketing technology, VentureBeat
David Lesue, creative director, Workfront
Business continuity encompasses a loosely defined set of planning, preparatory and related activities which are intended to ensure that an organization's critical business functions will either continue to operate despite serious incidents or disasters that might otherwise have interrupted them, or will be recovered to an operational state within a reasonably short period. As such, business continuity includes three key elements: 1. Resilience: critical business functions and the supporting infrastructure are designed and engineered in such a way that they are materially unaffected by most disruptions, for example through the use of redundancy and spare capacity; 2. Recovery: arrangements are made to recover or restore critical and less critical business functions that fail for some reason. 3. Contingency: the organization establishes a generalized capability and readiness to cope effectively with whatever major incidents and disasters occur, including those that were not, and perhaps could not have been, foreseen. Contingency preparations constitute a last-resort response if resilience and recovery arrangements should prove inadequate in practice.
This webinar will consider the complementary disciplines of security, crisis, business continuity and disaster response, blending theoretical and practical applications. It should interest practitioners and students of organizational resilience at advanced levels as it will bind together the various complementary disciplines necessary to become resilient into a single holistic approach. The webinar will aim to develop insights and discussion about how to match the needs of security and risk to the requirements of business continuity and impact management; and to identify the intuitive and learned skills to anticipate, respond to and recover from the many unwanted issues that can arise and threaten organizational capability.
It will be set in the context of a dynamic, changing world where new threats such as embedded terrorism, social media risk generation, food and logistics security, environmental issues, governance and legislation (as examples) can affect resilience significantly. Many of us look at single elements – this will combine many complementary and potentially conflicting elements in a single analysis and discussion.
Discover how to gain more control over the performance of your vehicles and stop risks from harming your drivers, vehicles, and bottom line. During this webinar, you’ll learn how to significantly reduce risks—and the costs that go along with them.
Grow your business, not your IT. Cloud technology is helping early stage companies focus on rapid growth by eliminating the burden of IT. Come join us to learn about a cloud enabled business management solution that can scale easily to support your business growth.
Well-known writer and presenter Nathaniel Forbes MBCI offers three simple steps to help you give more persuasive presentations.
Whether you’re pitching business continuity management to the C-suite, pleading for your department’s headcount or reporting post-exercise successes, you can move your audience to action with these three steps to a persuasive presentation.
1.Develop a ‘story’.
The human brain has been wired for story since our ancestors drew on cave walls. Every disaster, every invocation, every successful recovery reveals stories of sacrifice, personal resilience and individual initiative. Behind the facts, there’s a story in your presentation, too – one your audience will remember.
2.Make an emotional connection.
People may forget what you said, they may forget what you did, but they’ll never forget how you made them feel. To move people to action - to make them care about business continuity - you must reach for their feelings. Gently…but intentionally.
It’s impossible for anyone to read and listen at the same time. Speaking over text bullets on a screen behind you is distracting and confusing to the audience. Instead, choose powerful images that make your point and support your story. The best ones are often the photographs you take yourself.
You’ve likely already heard, and seen first-hand, the link between sleep deprivation and workplace accidents. You probably recognise the signs of extreme tiredness (yawning, restlessness, head nodding, poor concentration, etc.) and know which policies and procedures are in place to address employees operating while tired. Yet we consistently see employees who are fatigued continue to operate, creating significant risks to themselves and others.
Join Jenny Krasny as she exposes the truth about the stigma of fatigue and discusses how you could be inadvertently reinforcing a culture of shame in your workplace.
Walk away from this webinar equipped with knowledge about fatigue risk, an understanding of how to assess your fatigue culture and some basic tools to make a positive difference.
• To appreciate your own perspectives on fatigue and impact this has on the culture in your workplace
• To equip you with some basic tools to gain awareness about the impacts of fatigue in your organisation
WebRTC technology is quickly transforming video conferencing as we know it, making video more accessible than ever before. We wanted to find a better way to meet right within the browser, so we incorporated this technology into the Lifesize Cloud Web App.
Join Lifesize Product Manager Robert Maloney as he takes you through an in-depth look at the Lifesize Cloud Web App and the benefits that WebRTC brings to video conferencing. In this webinar you will learn:
1. The advantages that WebRTC technology can bring to your solution
2. Best practices for incorporating browser-based video into your network
3. How the Lifesize Cloud Web App will transform meetings throughout your company
We will also provide a live tour of the Lifesize Cloud Web App!
Dealing with what most businesses would classify as emergencies or serious incidents on a regular basis, the Armed Forces and emergency services have a high degree of built-in resilience, being primarily structured for contingencies. Having moved into business continuity after serving 10 years in the British Army Intelligence Corps, Laura Mazzara shares some of the key lessons she has identified from her Army experiences, and how they can be applied to business continuity. Charlie Maclean-Bristol will consider these lessons from a training perspective and how they can be practically applied to BC training.
One of the critical success factors for any BCM programme is competent people to undertake all the BC roles that the programme requires. This webinar will explain how to plan a campaign of training and awareness to ensure that everyone who has a role in the programme knows what their role is and has the appropriate knowledge and skills to undertake their role.
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.
Warren Bobrow, President, All About Performance LLC
Every company has a process for evaluating job candidates. The question is whether they are effective and are they delivering people who will be productive and stick with the job. In this webinar we'll discuss some of the characteristics of great call center agents and how you can measure them in your candidates.
Henry Eakland, Director Product Marketing, HP Contact Center Management
CCNG partner HP Qfiniti is an established leader in contact center management with a 30-year history of innovation and helping companies provide a superior customer experience. Now part of HP Software, Qfiniti is backed by the full portfolio and global reach of HP products and services to ensure customer success, especially in terms of omnichannel analytics and Big Data management. For the contact center, this means building your Voice of the Customer program on all of the critical customer understanding that is handled through this business-critical, frontline customer channel. After all, isn't that why we call it the contact center?
Rich Fox, Director - Contact Center Practice, Evolve IP
Why are so many companies moving to the cloud? What is motivating the shift from traditional premise-based phone systems to the cloud? Learn about the benefits of cloud based call centers from Evolve IP’s Contact Center Practice leader, Rich Fox. Rich spent many years leading call centers with thousands of agents. Find out why the cloud is a game-changer in the industry.
Industry analysts agree, an integrated WFO and analytics strategy drives key benefits in efficiency and cost. And yet less than 10% of the market has implemented a truly integrated approach to optimization. By not optimizing resources, business are hindered by limited insight to drive the informed decision making that is required to optimize their operations. They are leaving opportunity on the table. In this presentation, Calabrio will review the top reasons that customers are implementing WFO to drive better results in their contact center and through their organization.
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.