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
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.
RecordedSep 21 2011
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Change is occurring at unprecedented levels which is leading to uncertainty and trepidation by leaders from the smallest to the largest of organizations. Yet there are some leaders and organizations who seem to thrive, not in spite of these circumstances, but because of them. They have learned to adapt and iterate their strategies just as agile teams do for software development. Ever wondered how to do that in your organization?
The Adaptive Strategy Framework is your tour guide for strategic excellence in creating value based on iterative and incremental execution of Strategic Change to realize your organization’s vision and strategies. The framework encourages emergent thinking across Networked Teams and enables strategic adaptability through continuous refinement of an organization’s capabilities.
The framework consists of Networked Teams (with roles), events, artifacts, and rules.
All attendees will get a link during the webinar to download a free copy of the Framework. The Framework will be made freely available after the launch event though BSSNexus will retain all copyrights.
According to a recent McKinsey study, the average worker spends an estimated 28% of their work week managing emails. In a separate study, 94% of surveyed workers responded that they felt overwhelmed by information to the point of incapacity. Poor collaboration tools need to be stopped before it’s too late!
In this webinar, we’ll discuss:
1.How collaboration has changed in the workplace
2.The BYOD revolution and its impact on employee collaboration
3.Where the future of workplace communication and collaboration is headed
Join Lifesize Sr. Director of Product Management Josh Duncan to learn more about how you can save your company’s collaboration and productivity.
Bring your questions, as we’ll hold plenty of time for a Q&A session after the webinar discussion.
Most businesses have near zero tolerance for service outages and disruptions, regardless of the cause. How do Business Continuity professionals demonstrate a positive ROI for applications while meeting always-on expectations? In an operationally always-on world, business communications must be real-time with rapid response to outages to keep your business running. To achieve this level of Operational Resiliency, you must implement automated communications that eliminate breakdown during a crisis event or disruption. Join this webinar to learn about the latest technologies that you can use today to automate communications for real-time incident and crisis management, regardless of the channel. Are you ready to respond to your next disruption?
There are crises and then there are reputation train wrecks. In the former, your organisation is thrown into a period of chaos that may last days, weeks or months. Stakes and costs are high, but by quickly demonstrating ownership, integrity, genuine stakeholder concern and swift action, your chance of recovering and even enhancing your organisation’s reputation is strong. Think Johnson and Johnson’s Tylenol crisis.
In the latter on the other hand, slow response, lack of responsibility, blame and insensitivity to stakeholders’ perceptions will quickly propel your organisation into a reputation train wreck that may damage and possibly destroy it forever. Think BP, Volkswagen and FIFA.
Indeed bad management and communication can turn a crisis into a reputation train wreck and only principled-based organisations with effective crisis leadership and preparedness can weather the storm and even emerge from it stronger. In this webinar, you will:
- Gain some fundamental best practice insight on how prepare for crises and prevent a reputation train wreck
- Learn real-world response strategies to protect your credibility and retain stakeholder trust even in the most adverse circumstances
Traditional project management approaches focus on measuring performance in terms of respecting time and cost estimates. Those measures confirm performance after the fact and do not address the main driver of project success: engaged high-performing teams.
This webinar, co-hosted by Charlotte Goudreault and Claude Emond, will present the link between continuously engaged teams, superior performance and successful high value project delivery, as well as explain how agile values, principles and tools can help build and develop continuously engaged, high-performing project teams.
Charlotte and Claude will also present and demonstrate, using real project data, a simple 3-step approach, based on agile techniques and inspired by their own experiences in projects, that will help you to quickly mobilize your teams (any types of teams, project-oriented or production-oriented) and keep them engaged and high-performing.
Those who attend the webinar will be given access to a pdf copy of the presentation slides as well as to a copy of an Excel template that can be used as a support tool to monitor and improve team engagement.
Learn how you can manage compliance while helping to ease administrative burdens. Join Networkfleet’s live webinar, “How to streamline compliance with a fleet management product,” led by seasoned fleet industry expert Robert Boggio.
Due to the recent economic climate, never before have we witnessed the current level of pressure on businesses to protect customers, employees and the business, covering all sides of the organization to make it more resilient. In general, the motivational factor for preventing loss of business assets and ability to operate is financial, and requires that you improve your business not just protect it.
Many companies struggle and over spend because they decide to throw money and resources at the problem and treat each area of the business as a silo. By taking this approach, the opportunity for an incident is very high and usually does happen. The opportunity for organizations is to recognize a single integrated approach that will address all areas.
Your BCMS investment should not be a standalone document or simply a cost to your operations. Instead, a strong BCMS supports business operational value.
You can show an immediate ROI when resiliency and reliability are weaved throughout the design of a system or process instead of adding a business continuity plan as solely a disaster element. In this webinar, John DiMaria AMBCI will discuss multipurpose solutions that increase both reliability and functionality that not only protect your business but improve it.
The theme for Business Continuity Awareness Week 2016 is return on investment, a theme design to highlight the value of business continuity. During the week, Business Continuity Institute will be publishing a new paper highlighting what some of those returns are. These are returns that go beyond the obvious benefit of BC when disaster occurs, but rather they are returns that do not require the activation of the BC plan. Join Patrick Alcantara DBCI and Andrew Scott CBCI as they present some of the findings from this research.
Efficiencies and reduced investment costs associated with business continuity are typically measured, and measurable, during and after an incident. However significant efficiencies in time, money and resource can be gained at the outset by adopting an approach that focuses on what is really critical, optimises existing capabilities and facilitates collaboration across different risk management disciplines. During this webinar, we will aim to show how a strategic, risk-based approach to Business Continuity can create efficiencies for the organisation both in terms of time and financial investment.
There is a saying that "the cobbler's children are the last to get shoes". As BCM professionals we ensure that other business functions continue to have the tools to do their jobs whilst we go without. Yet failures in resilience cost organisations dearly – both in direct costs and as the result of reputational impact. But with increasingly complex and integrated systems, monitoring of risk mitigation and response can be costly. Incidents affecting business and IT operations are daily occurrences, often escalating into critical events, without proper management and communications. How can we improve efficiency and provision whilst staying within financial constraints? This webinar, explores these topics.
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.