Most Voice of the Customer (VoC) programs focus on getting feedback from the customer and then taking action upon those findings. What is missing in this approach is the engagement, active participation and buy in by your employees. The best VoC program can be the state of the art rocket ship but without the fuel – your engaged employees, you are not going any where! How do you deal with this typical soft spot in Call Center Voice of the Customer (VoC) Programs? Learn about the six (6) key elements that will drive employee participation in a VoC program that will truly result in improved customer satisfaction and loyalty.
Join CCNG and Bill Moore of CRMI, a strategic partner to Omega Performance Group for this "hot topic" webcast...and engage with our thought leader / presenter Bill Moore.
The influence that supervisors have within an organization’s safety culture cannot be overstated. If safety excellence is the goal, empowering supervisors to leverage positive recognition on the front line is non-negotiable. Join Caterpillar Safety Services Senior Safety Consultant Jenny Krasny as she presents the final installment of a four-part webinar series on supervisor development. Learn why recognizing successful performance is the critical final step in a successful accountability strategy, and how to properly execute it.
• Review of accountability model
• Understand the value of ‘catching’ people doing things right
• Explore the 3W’s (when, what and who) of effective recognition
• Learn the simple steps to create an effective recognition system
According to a PwC report “One of the main reasons many banks world over have resisted embracing a customer-centric model is because of integration challenges.”
The future of most financial institutions depend on the strong connections they forge with customers. The relationship between banks and customers are constantly evolving and they need to adapt and connect in new ways with the customer to remain competitive today and win tomorrow’s customer. Mobile technology and social media are presenting opportunities and challenges to reach out to the customers like never before. While driving customer centric transformation initiatives are important for the bank, it is also extremely critical for the banks to have a strong Run the Bank strategy to drive operational efficiencies and manage cost pressures. Business integration plays a very critical and powerful role in designing and implementing Transform the bank and Run the bank initiatives. Despite the evident dividends banks seem to wrestle with their technology plans and investment decisions.
In this session, we will address a few effective strategies for banks to address the challenges posed with integrating technology and business and how banks can take the leap towards
a)Leveraging the strong multichannel interaction and delivering a seamless customer experience
b)Segmenting consumers dynamically through real-time insights
c)Tailoring real time offers based on real-time customer data
d)Run the bank initiatives with focus on efficiencies and cost savings.
With the right partner and technology expertise, you can deliver seamless banking experience to your customer.
Every fleet has unique management requirements. In this webinar you will learn to use three specialized products that can enhance the management of your drivers and assets.
•Compliance regulation responsibilities can be simplified when integrated into fleet management software. See how to electronically manage driver and vehicle inspection reports, hours of service, fuel taxes and more.
•Driver ID lets fleet managers know which driver is operating which vehicle at all times—automatically. Learn how to track driver performance, identify problem behaviors, and be alerted to unauthorized vehicle use.
•Asset tracking protects your investment in high-value equipment in three ways. Learn how monitoring asset location and movement can improve response times, protect equipment from theft and connect the right vehicle to the right asset.
We've tracked over $3.8 Billion in fundings, $3.8 Billion in acquisitions and IPOs for marketing tech in Q3 of 2015. The results are staggering.
The volume of deals, in both amounts and frequency shows VC confidence in marketing tech, and through our analysis, we're able to help you understand where they're gravitating towards and why that matters.
This webinar will answer:
•Which types of companies are gaining funding, and where in the marketing tech universe they fit.
•Where we're seeing the biggest areas of consolidation.
•Who the most involved / most active VCs are.
•Implications for investors, vendors, and most importantly marketing technology buyers and users.
*What you need to do to get noticed by the top VC, straight from the VC themselves
Jon Cifuentes, VB Insight analyst, VentureBeat
Blake Patton, managing partner, Tech Square Ventures
Jason Denenberg, director of entrepreneurship and capital finance, LaunchTN
Ravi Belani, Managing Partner, Alchemist Accelerator, Stanford University
The focus of this programme is manifold and address the following issues: fostering the use of the tools of risk assessment and risk management in new fields of application such as policy making; providing a platform between the insurance community, the engineering and academic communities and policy makers to discuss risk issues; promoting the concept of the insurability of risks as the natural borderline between State legislation and the market economy; identifying new opportunities for insurers in the emerging sustainability concept in order to enlarge the field of insurable risks
Driving the adoption of a new technology within your company takes persistence. By creating excitement around change management, from the initial buy-in to the company-wide roll out, companies are finding greater adoption successes and ultimately a better return on their investments.
Join Lifesize Chief Customer Success & Happiness Officer, Amy Downs, as she sits down with IT Directors Michael Maloney of IMA and Shane Dickinson of Silicon Labs for an inside scoop on why they chose Lifesize for their collaboration and how they helped the technology thrive throughout their organizations.
In a culture of safety excellence, safety activities aren’t just check-the-box exercises – they’re interactive, informative and preventative. Caterpillar introduces a new smartphone and tablet app to assist customers in completing walkaround inspections of equipment and job sites that truly increase the presence safety.
Cat Inspect, available on Apple and Android devices as well as Windows tablets, allows you to perform timely and informed inspections of Cat and non-Cat equipment. Identify safety concerns easily and share them instantly to mitigate risk.
Join David Frager, Program Manager in Caterpillar’s Equipment Management Technology & Solutions Division, to learn more about this tool to improve your safety processes. We will review the inspections forms available, show you how to perform your daily inspections, and explain how to create custom forms to meet your business needs.
Reputational risk, often called reputation risk, is a risk of loss resulting from damages to a firm's reputation, in lost revenue; increased operating, capital or regulatory costs; or destruction of shareholder value, consequent to an adverse or potentially criminal event even if the company is not found guilty. Adverse events typically associated with reputation risk include ethics, safety, security, sustainability, quality, and innovation. Reputational risk can be a matter of corporate trust.
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.
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.
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.
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.