Contact Center & Customer Care Best Practices

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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.

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Unleash the Voice of the Customer 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. Read more >
Jun 30 2015
58 mins
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