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 201150 mins
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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
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.
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.
Most organizations making an investment in NetApp Filers count on the system to store user data and host virtual machine datastores from an environment like VMware. In addition these organizations want their NetApp systems to do more and be the repository for the next wave of unstructured data; data generated by machines. NetApp systems are busting at the seams, so these organizations are trying to decide what to do next.
To help you find out what to do next, join Storage Switzerland and Caringo for our live webinar and learn:
1. What are the modern unstructured data use cases
2. The challenges NetApp faces in addressing its customers’ issues
3. Other solutions; can all-flash or object storage solve these challenges
4. Making the move - how to migrate from NetApp to other systems
5. How to re-purpose, instead of replacing your NetApp
This webinar explores moving UC to the cloud, the advantages of a full UC-as-a-service (UCaaS) deployment, and the issues a hybrid approach injects into the mix. Join us and learn how companies that have moved 100% to UCaaS have benefited.
Key Topics for Discussion
-Business drivers for migrating to the cloud for telephony, UC, and contact centers
-Why a hybrid cloud approach isn't necessarily the answer for alleviating security, reliability, and control concerns
-Best practices for moving 100% to a UCaaS solution
-Hear directly from an enterprise that went directly from on-premises to cloud UC, as well as the benefits it gained by going all in
Many studies have been done on the benefits of Predictive Analytics on customer engagement in order to change customer behaviour. However, the side less romanticized is the benefit to IT operations as it is sometimes difficult to turn the focus from direct revenue impacting gain to the more indirect revenue gains that can come from optimization and pro-active issue resolution.
I will be speaking, from an application operations engineers perspective, on the benefits to the business of using Predictive Analytics to optimize applications.
More and more companies are discovering the benefits of employing a blended IT workforce.
By using a blended IT workforce, you can leverage the abilities and expertise of a much larger and technologically-diverse team to tackle issues that your full-time staff may not be equipped to handle.
Learn how other companies are using a mix of full-time employees, independent contractors and temporary workers. A blended IT solution provides for the best possible financial and strategic business outcomes.
The costs of bandwidth across Asia, especially MPLS, can vary significantly across different countries, and many enterprises depend on a hybrid WAN strategy to achieve reach and keep costs down. However, designing and deploying hybrid WAN architecture can be complex and require expensive resources to manage hundreds of lines of configurations. Software-defined WAN (SD-WAN) can transform existing hybrid networks into a dynamic, adaptive environment that uses all available bandwidth more effectively.
In this webinar, our panel of networking experts will share real-world experiences and outline key approaches for getting more out of your existing network in Asia Pacific. We will share with you our perspectives based on numerous regional deployments on how SD-WAN has transformed many of our clients network to be adaptive, flexible & cloud-first IT asset.
Most enterprises deploy both private MPLS and public broadband Internet to some or all of their branch offices. The right SD-WAN solution will dramatically improve the utilization, performance and ease of management of the these hybrid deployments.
Join this webinar for a detailed understanding of the architectural details of Cloud-Delivered SD-WAN for hybrid WAN deployments. You’ll leave with a clear understanding of how hybrid deployments can be designed, implemented and maintained for a secure, optimal and high quality wide area network.
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
From admin console to UX, the pressure is on to provide the best video conferencing experience every time without sacrificing ease of setup or execution.
Join Lifesize Product Manager Robert Maloney July 13 at 11 a.m. CDT as he discusses best practices for a high-quality video conference, and how to make every team in your company more productive by leveraging the right kind of video conferencing technology within your organization.
Join our 30-minute webinar to:
•Learn how to overcome common barriers to entry
•Explore some new use cases for video conferencing
•Find out how to reduce errors that occur between the chair and the keyboard
How Pre-Season Training Drives Peak Season Results.
As the fall retail season approaches, now is the time to put your retail or financial services Contact Center through its paces so that you can proactively identify issues that will cause your Contact Center to grind to a halt when it needs to be performing at its peak. Learn how you can test and train now and set up an ongoing contact center assurance program that will have you at the top of your game.