Celebrating Contact Center Excellence at MassMutual
MassMutual Culture Inspires World-Class Excellence. The MassMutual Retirement Services Division's Call Center has earned the first-place gold award from the International Quality and Productivity Center (IQPC) for "Best Job Creating a Culture That Inspires World-Class Excellence." This is the third consecutive year that MassMutual is among the Best in Class winners. We want to share our congratulations with the teams at MassMutual for this outstanding achievement.
RecordedAug 6 20105 mins
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Richard Kenny, Head of Global Contact Centre Marketing, Plantronics
With the increasing pressure on organizations to both reduce costs and improve service quality, organizations are re-inventing their service & support to automate tasks and understand customer intentions to provide a more personalized experience.
Bob Davis, Founder and CEO, Robert C. Davis and Associates
Get an overview of Robert C. Davis and Associates’ exclusive methodology called The Quality Conversation. RCDA founder and CEO Bob Davis will talk about this winning approach, his book The Quality Conversation, and practical examples of how the approach drives desired results in contact centers. The results have included higher close rates, exceptional sales and retention numbers, dramatically improved customer experiences, millions of dollars in added revenue, and more. Bob will tell the success stories of clients DIRECTV/AT&T and Police and Fire Federal Credit Union after RCDA implemented customized programs in their contact centers.
Contact centers are plagued with three customer experience issues and how to address them – CX differentiators, delighting customers, and the digital experience. Customer experience programs provide remarkable opportunities to improve customer satisfaction and reduce costs, but many companies fall short and struggle with ways to solve these issues.
In his new book, The Curated Experience, Amas argues that customer experience efforts often fail because leaders do not start with the why. Many leaders do not clearly articulate the business case of delivering on the Customer experience in a language that even the CFO can get behind. Amas then goes on to lay out the how ... he talks about the three pillars – Liberating Structures, Empowered People and Data Driven Technology. You may learn more about Amas from his blog at amastenumah.com.
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.
Richard Kenny, Head of Global Contact Centre Marketing, Plantronics
End users say the industry runs customer service teams and contact centers, and analysts write about customer experience. What do we call our industry and where does it fit into the wider organization? Richard Kenny and David Hadobas discuss how organizations have evolved from a call center model into a wider organizational approach that helps brands deliver enhanced customer experience.
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.
Richard Kenny, Head of Global Contact Centre Marketing, Plantronics
Putting in place a great customer experience requires more than a phone system. Richard Kenny and David Hadobas discuss key trends for customer service and the impact this has on your people (behaviors and culture), spaces (office or call center environments, or home), and technology.
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
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.
Once you recognize fatigue as an inevitable force of nature, the next step is measuring its impact on your employees so you can mitigate and manage the risk. There are 5 Essential Questions of Fatigue Risk Management to consider when developing or improving your defenses against this unavoidable threat. This presentation will focus on the question of quality and quantity of sleep. Using fatigue evaluation tools to “see” employee sleep data gives you the power to optimize schedules, deliver education and training and reinforce all the layers of fatigue risk protection around your workforce.
•Consider how your organization would answer the 5 Essential Questions of Fatigue Risk Management
•Review the data sets, tools and systems available for sleep assessment and fatigue management
•Understand how fatigue assessment fits within a robust Fatigue Risk Management System
A PIM Data Hub enables centralization of all UDI product information from various systems, creating a single view of product information. Having a centralized place to manage and govern UDI data ensures you can manage continually changing data which is critical to UDI compliance. To learn more about UDI compliance and how MDM / PIM can help, replay our webinar below.
Compliance issues can impact organizations in many ways. For medical device companies, this can be in the form of the FDA's Unique Device Identification (UDI) requirements. These requirements, a result of the passage of The FDA Amendments Act of 2007, stipulate that most medical devices carry a UDI. This webinar is targeted at medical device companies who are required to comply.
Coaching isn't the same as managing, mentoring or teaching. Effective sales coaching requires specific skills and processes. Most Sales Managers have no idea what Sales Coaching really is. Join us to find out!
Master data refers to the significant entities of the organization where there is considerable interest in and potential controversy over the build of an enterprise view. Many companies today are codifying efforts to focus on master sets for customer, product, supplier, and other subjects.
The value of all data goes up exponentially when it can be coupled with corporate master data and MDM is one of the best means to compound the value of any data, including big data. Learn about the major facets of MDM and how MDM is fundamental support for big data and the many other components of the emerging information ecosystem which includes many ways to manage information.
This webinar is recommended for shops in learning, justifying and measuring modes with MDM. The framework and resultant mindshift will help you appropriately champion MDM and get it moving to the benefit of the organization.
Fleet maintenance can be expensive and time-consuming. With more than 30 years of technology experience, fleet management expert Brian Madden will explain how a fleet management product can help you take a more proactive, preventive approach to maintenance and improve your fleet operations. Join Networkfleet’s live webinar, “Top 3 Tactics to Master Fleet Maintenance,” on July 28, 2016.
A few years ago, kik might have seemed like just another messaging app. Today it boasts 275 million users and its very own Bot Shop a platform for companies like Sephora and Weather.com to display their bot prowess. More and more smart companies are sitting up and paying attention, as Yahoo, Facebook, and others get into the messaging bot game.
Today most bots center around the conversational interface offered by Facebook Messenger and the likes of kik, but who knows what tomorrow might mean?
Join our VB Live event as our panel of experts talks about what smart companies know about bots. From messaging to shopping, bots are increasingly part of the business landscape.
In this webinar, you’ll learn to:
* Understand the importance of bots to brands
* Know bot landscape and what it means for your business
* Recognize the potential synergies and pitfalls between bots and brands
* Paul Gray, Director of Platform Services, Kik
* Jon Cifuentest, Analyst, VentureBeat
* Rachael Brownell, Moderator, VentureBeat
Register for this free executive leadership live event today!
Safety technologies are providing unprecedented visibility to risk, but technology alone will not protect employees closest to hazards. Sustainable safety excellence requires layers of protection that include technology, training and education, policies and procedures and an overall culture that values safety equally to productivity. Even the most sophisticated technologies will fail to meet objectives if implemented within an operation that incentives risk. Learn how to develop a safety system that leverages technology to build a culture of safety excellence.
•Recognize common cultural barriers to effective technology implementation
•Understand the role of technology within a layered approach to safety management
•Learn how to give operators real-time visibility to risk, and managers data to lead safer operations
Your business partners (especially the ones in sales) want to pay people more. But is that really necessary? Is it enough to motivate and engage employees? Probably not. Join us for a look at myths about compensation.
Compensation is often the highest line item on any organizational budget. But do your employees really understand the value they receive from you - which goes WAY beyond their paycheck. We will look at the components of compensation that you should be talking to your employees about - and then easy ways for you to create statement in house without a lot of cost or trouble. Options are provided for external resources as well. HR certified - extra bonus, 1 SHRM or HRCI credit for attending!
Video conferencing is powerful. In a recent survey of 1,300 Lifesize customers who work in IT, we found that just adding video to meetings improved productivity by up to 50%.
This is only possible because we designed Lifesize® Cloud to be absolutely ID10t error-proof. From the admin console to the user experience, everything is designed to provide the best meeting experience without sacrificing ease of setup or use.
•Learn how to overcome common barriers to entry
•Explore some new use cases for video conferencing
•See how the Lifesize interface can reduce errors that occur between the chair and the keyboard