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Magnet Program webcast: Leadership-From Ordinary to Extraordinary

Noteable Leadership: Moving from Ordinary to Extraordinary

If you are a leader who would like to take your skills to the next level, you will not want to miss this eye opening opportunity to self reflect on your current skills and set goals for moving from an ordinary to an extraordinary leader.

Hear and discuss:
- How to champion change ,
- The key differences between managing and leading teams,
- 10 actions you can take to develop others,
- and other keys to success
Recorded Mar 31 2011 48 mins
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Presented by
Lon Hendrickson, Executive Director, CCNG Magnet Program and Connie Smith, President, SpotOn Enterprises
Presentation preview: Magnet Program webcast: Leadership-From Ordinary to Extraordinary

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  • Channel
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  • Greater Phoenix Rising from the Desert Aug 1 2017 4:00 pm UTC 60 mins
    Brad Smidt, Senior Vice President, Greater Phoenix Economic Council
    Over the past two decades, the Greater Phoenix region has become a dynamic hub for contact center operations. Industry titans such as USAA, American Express, State Farm, and Charles Schwab all call the region home and have significant business here. Not only are these operations still growing, others are following and ultimately finding success. From the business-friendly tax and regulatory environment, to a unique and vibrant quality of life for employees, find out how the history of Greater Phoenix has created the perfect environment for customer care operations to thrive.
  • “Game On!”: Using Gamification to Increase Performance and Employee Retention Recorded: Jul 13 2017 56 mins
    Casey Kostecka, Chief Business Development Officer, Convergent
    Gamification has been the hot new topic within the contact center world for the past year or two. Most all contact center leaders understand the appeal of incorporating game mechanics into their operations, and can visualize the excitement and subsequent employee engagement the games will promote. Yet most contact centers still haven't implemented gamification, due to the limited, real world ROI information available. Convergent Outsourcing has been utilizing games tied to key performance metrics for the past two years. During this webinar, Casey Kostecka, Convergent Outsourcing's CBDO, will share Convergent's gamification experience, actual metric improvement results, and ROI data.
  • Contact Center Deployment Models - Is Cloud the Right Choice for Everybody? Recorded: Jul 10 2017 36 mins
    Michael Wiesblatt, VP Sales, Altivon
    In today’s market, in almost every buying process, companies are struggling to choose which way to deploy new technologies to support their customer service strategy. Moving applications to the cloud is no longer just a fad or buzzword. Large enterprises are building their entire IT strategy around the cloud. The problem is that there are some significant factors that cannot be ignored when considering deploying a customer facing, mission critical solution like the contact center technology in the cloud. In today’s discussion, we will explore some of the market trends, recommended steps to take to assess what is the right path forward, and key things to consider when deciding on a deployment strategy.
  • Stop Sending Bad Surveys Recorded: Jun 20 2017 51 mins
    Roger Lee, Solutions Marketing Director, OpenText
    When your mother told you to “listen twice as much as you speak” she was right! With survey fatigue at an all-time record high, common sense will prevail to stop asking for feedback in bad surveys and start to listen more to what our customers are saying with the right survey techniques. Join Roger “Dr. WFO” Lee from OpenText Qfiniti and CCNG President David Hadobas as they discuss the alarming upsurge in bad surveys and best practices for collecting feedback that requires more “listening” than “asking”.
  • The Hidden Costs of Employee Attrition Recorded: Jun 1 2017 59 mins
    Ron Davis, CEO, Tenacity
    CCNG, in partnership with Tenacity, conducted a survey of CCNG members to see how they measure the cost of attrition. The findings surprised us! Participate in this webinar to learn from your peers how to properly measure attrition costs, and discover what steps you should take to prepare your organization to address this chronic problem.

    During this webinar with Ron Davis, CEO of Tenacity, we will discuss:
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    *Key errors to watch out for when you calculate your costs
    *A framework that any executive can use in order to comprehensively measure the costs of attrition
  • Five Tips to Maximize Your Online Customer Community Recorded: Mar 1 2017 52 mins
    Roger Woolley, CCNG Member and Independent Consultant
    In the fast pace world we live in today, customers are looking for quick, easy and effortless experiences to solve their problems. Companies, on the other hand, are striving to engage with their customers more often and build stronger relationships.

    Online communities are well suited for these ongoing conversations where companies can strengthen their brand, lower support costs, and provide an easy way for customers to learn from each other.

    Online communities are one of the fastest growing destinations for asking product questions, requesting product enhancements, and obtaining technical support. Learn how these five tips will maximize your online customer community and elevate your customer’s experiences.
  • Core Customer Experience Competencies That Drive Loyalty and Engagement Recorded: Feb 9 2017 48 mins
    Joseph Michelli, Chief Experience Officer, The Michelli Experience
    As you know, outstanding customer experiences don’t happen by default. They are the result of well-designed products and processes that consistently meet needs, reduce effort, and deliver memorable moments.

    Dr. Joseph Michelli, a Certified Customer Experience Professional, has helped and written about companies recognized for their customer experience excellence (e.g. The Ritz-Carlton Hotel Company, Zappos, Starbucks, Mercedes-Benz). In this webinar, Joseph will outline the “essential competencies” needed to "deliver outstanding experiences to every customer, every time – no excuses.” Join us for context and tools to elevate the experience of your internal and external customers by focusing on and integrating people, process, and technology.
  • Six Ways to Modernize the Contact Center in 2017 Recorded: Dec 15 2016 58 mins
    Brad Snedeker, Director of Innovation, Calabrio & Nancy Jamison, Principal Analyst - Digital Transformation, Frost & Sullivan
    Millennials have been flooding the workplace for a number of years, and with them they have brought change. In particular, this emerging workforce has had a big impact on customer contact with different requirements, attitudes, and technology. Is your contact center ready to handle the changing needs of the new workforce?
  • CSR Recruiting, Hiring and Retention Recorded: Dec 9 2016 38 mins
    Andrew Decker, Customer Care Manager, VSP
    VSP shares their success story for improving the recruiting, hiring, and retention process of their front line CSRs
  • Value of Call Recording in the Cloud Recorded: Nov 10 2016 24 mins
    Mike Berlin, Senior VP Global Sales & Business Development, TelStrat
    This webinar introduces Engage WFO SaaS™ (Software-as-a-Service), a managed service from TelStrat providing advanced call recording, quality management, analytics, and workforce management. We will describe the benefits of moving to a cloud-based subscription model, explore deployment options and multiple use cases. Learn how you can lighten the workload for your IT department while always having access to the most current software features. If you need to do more with less, increase productivity and customer satisfaction, and provide a clear view of performance, don’t miss this webinar.
  • Top 10 Best Practices for WFO Recorded: Nov 9 2016 48 mins
    Brad Snedeker, Director of Innovation, Calabrio
    Best Practices means many different things to many different people, but there are some common themes across all contact centers where best practices can be applied. In this webinar we will discuss the Top 10 industry-proven Best Practices for Workforce Optimization and techniques for applying them to your contact center.
  • Analytics and Automation Recorded: Jul 22 2016 17 mins
    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.
  • The Quality Conversation: Driving Desired Results in Contact Centers Recorded: Jul 12 2016 25 mins
    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.
  • Chasing Service Excellence Recorded: Jun 9 2016 12 mins
    Chris Lawson, Managing Partner, Lawson Concepts
    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.
  • The Customer is Not Always Right Recorded: May 25 2016 12 mins
    Amas Tenumah, Founder and CEO, BetterXperience
    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.
  • Building the first (and only) DIY Call Center Network - Together! Recorded: Apr 7 2016 33 mins
    Kathryn Jackson, Associate, ResponseLearning
    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?
  • Market Leading Omni-Channel Customer Experience from Aria Solutions Recorded: Mar 21 2016 21 mins
    Rob Church, President, Aria Solutions
    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.
  • From Call Center to Customer Experience Recorded: Mar 18 2016 22 mins
    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.
  • Better CX: It IS Rocket Science! Recorded: Dec 8 2015 22 mins
    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.
  • People, Spaces, and Technology Recorded: Dec 2 2015 15 mins
    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.
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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  • Title: Magnet Program webcast: Leadership-From Ordinary to Extraordinary
  • Live at: Mar 31 2011 6:00 pm
  • Presented by: Lon Hendrickson, Executive Director, CCNG Magnet Program and Connie Smith, President, SpotOn Enterprises
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