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 A Playbook Ensuring Exceptional Service Delivery from a Hybrid Agent Workforce Matt Woody, Client First Center Director, First Financial Bank CCNG member Matt Woody, First Vice President, Client First Center Director, at First Financial Bank, talks about their journey in building a playbook ... June 16, 2023 6:00pm Employee Experience begins with Agent Experience Shiraz Hemani, Director of Sales North America, Invgate If we want happy, productive employees; we need to start with the people that support them. In the days of improving employee experience and maximizin... 2 weeks ago | 27 mins How generative AI will transform contact center agent experiences Brian Cantor, Managing Director, Digital | Customer Management Practice The popular claim is that AI will augment, not replace, human contact center agents. Thus far, the reality has been neither. The overwhelming majority... 3 weeks ago | 56 mins ITIL with Service Operations: Best practices to automate and optimize your IT Troy DuMoulin, VP, Research and Development, Pink Elephant & Charlie Steiner, Sr. Product Marketing Specialist, ServiceNow In today's fast-paced and ever-changing business environment, it is more important than ever for organizations to have effective IT service operations... June 15, 2023 4:00pm Unlocking a Digital Culture Shift through Employee Experience and Engagement Diane Magers, Experience Catalysts; Dillon Mahipala, Ericsson The importance of digital transformation for employees has never been clearer as they expect (and increasingly demand) the same kinds of digital exper... 4 weeks ago | 45 mins 5 vital changes that will bolster customer success Robin Gareiss, CEO | Metrigy Ask most consumers, and they can rattle off many poor experiences they have had while interacting with a business. Every one of these poor experiences... 3 weeks ago | 47 mins Driving Service Innovation in Financial Services Sonny Santos, Salesforce | Weng Espiritu, Bank of the Philippine Islands Financial Services are being asked to do more with less. This means maximizing agent productivity, optimizing technology to drive efficiency, and fin... June 13, 2023 3:00am Validating the Economic Benefits of AWS Contact Center Intelligence Solutions Tony Palmer, Enterprise Strategy Group * Dustin Hubbard, Archway Software * Nicki Susman, Principal Financial Group All organizations have common challenges in their contact centers: long hold times, high operational costs associated with long resolution times, a la... 1 month ago | 29 mins dataServe® - Enhanced Customer Experience Aim Ltd dataServe is a modern and easy to use website for all self-service needs across all teams and systems, in ONE single interface. Let your customers sol... 2 months ago | 2 mins How to lead contact centers with empathy for transformational CX Ben Devey, Director of Customer Experience at Ollie Digital transformation is no longer negotiable in contact centers. Outdated systems can negatively affect agent culture and productivity, ultimately i... 2 months ago | 90 mins Load more
