Search results Search for: Search Refine your results by duration: Any Under 5 mins Under 20 mins Over 20 mins Sort by: Relevance Views Date Hybrid Workforce: The Transformation of the Call Center George Wilson, Vice President AMER Sales Acceleration, Poly; Michael Ringman, CIO, Telus; David Hadobas, President/CEO, CCNG The verdict is in: You made it through the worst and are looking at returning to the call center. But wait... According to Frost & Sullivan, 20% of c... 9 months ago | 59 mins How to Scale Up Home Working for Your Call Center Kate Brouse, NTI and Richard Kenny, Poly Richard Kenny from Poly and Kate Brouse from NTI discuss how organizations can scale up call center home working from the current BandAid approach int... 10 months ago | 80 mins Cloud Based Solutions, the Contact Center and Future of AI Vince Lynch, CEO, IV.AI and Owen McGrath, Head of Sales, IV.AI David Hadobas of CCNG talks with Vince Lynch and Owen McGrath of IV.AI about the current state of AI in the contact center ... specifically if the tec... 11 months ago | 23 mins Why Your Contact Center's Success Depends on Conversational Automation in 2021 Derek Roberti, VP Technology, Cognigy Since the Global Financial Crisis of 2008 there has been pressure on all departments to reduce costs, streamline operations, slash headcounts, and bec... 2 years ago | 55 mins How to Manage Customer Support in an Era of Self-Help Kristina Evey CCNG partner Aggregage talks with Kristina Evey, Customer Experience Strategy Lead at Spectrum Health about how self-service as a customer preference ... 9 months ago | 51 mins How to Take Your Contact Center Omnichannel in 2022 Derek Roberti, VP of Technology - Americas, Cognigy; and Uwe Kreuter, CEO, CCT Solutions Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. But what about other digital channels? C... 12 months ago | 60 mins The Cure for Contact Center Frustration Robert Bradshaw, President, Got/IT For too long, contact centers have been unable to continuously and precisely value the true cost of decisions across each contact channel and team in ... 2 years ago | 14 mins Work Streams Affected by Work at Home - Moving From Emergent to Best-in-Class Eric Berg, CEO, ContactCenterPro Consulting In 2020 we all had to move fast in order to ensure our customers received the level of service they needed. Now that things have leveled off, many co... 2 years ago | 24 mins Why Performance-Based Training Requires Automation Mike Roberts, Citi; Trey Fischer, Kat Lan Tat Services; Dan McCann, SymTrain Contact Centers are relied upon to deliver the customer promise. While the challenge to ensure a superior customer experience through training and re... 1 year ago | 61 mins Panel Discussion - CX Transformation Begins with Culture Scott Schoenherr, Mary Hall, Max Ball You have probably heard the quote "Culture eats strategy for breakfast." As you embark on your CX transformation journey, the first step is to focus ... 1 year ago | 57 mins Load more
