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The Secrets of Managing an Award-Winning Contact Center

What does it take to provide award-winning customer service? Each contact center is different, but some challenges are universal. Our ICMI Global Contact Center Award Winners have embraced and overcome those challenges to elevate the service they provide. Want to learn their secrets to success?

Hear from the winners of Best Small Contact Center, Best Medium Contact Center, and Best Contact Center Culture. They’ll share their best tips for improving employee engagement, collaborating across departments, hitting KPI goals, and more.
Recorded Jul 13 2017 60 mins
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Presented by
Laura Mendoza, David Perry, Hannah Bell
Presentation preview: The Secrets of Managing an Award-Winning Contact Center

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  • How to Make the Most of Your CX Metrics Using the Voice of the Customer Feb 22 2018 6:00 pm UTC 60 mins
    Amber Krueger, Nick Stenberg, Sid Banerjee, and Erica Marois (moderator)
    Dashboards, reports, KPIs, and metrics are all part of life in the contact center. The challenge: putting all that data in context to use it effectively. Does your team struggle to measure or improve the customer experience consistently? If so, you’re not alone. According to a 2017 ICMI survey, it’s one of the top ten challenges for contact center leaders.

    Join us on February 22 as we help you identify ways to understand the most complex customer feedback in an organized and comprehensive manner. We’ll also show you how to use the power of text analytics to put your metrics in the right context, and how to deliver those valuable insights to key decision makers across your company.

    In this webinar, you will learn:
    * How to use the data you already have to identify actionable areas for improvement
    * How to refine your dashboards and measure what really matters to customers
    * How to better analyze, measure, and correlate your customer data

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • WFM Techniques for Controlling Costs and Improving Productivity Recorded: Feb 8 2018 63 mins
    Justin Robbins, Yohai West, Erica Marois (moderator)
    Workforce management is one of the core pillars to a successful contact center operation. But, for as much planning that’s done in advance, the intraday management of the frontline staff is where WFM really hits the pavement. For many organizations, however, intraday works is highly manual and consumes valuable time and resources. As a result, it’s not uncommon for contact centers to lose significant productivity, and ultimately profitability, because of the manual work that’s happening.

    In this ICMI webinar, you’ll hear the latest research from ICMI and NICE on how much damage manual intraday work is doing to the contact center and, more importantly, what can be done to reverse the trends. Gain valuable insight on how to get better results from your intraday processes, while positively contributing to employee engagement and buy-in. If you’re looking to maximize your resources to their fullest, this is one presentation that you don’t want to miss.

    Attend this webinar to learn:

    * Findings from ICMI’s latest research on intraday WFM
    * Best practices for reforecasting and schedule planning
    * Tips for handling PTO requests, schedule changes, and unforeseen events
    * How to combat lost productivity and high forecast variances
  • How to Hire for Culture Fit Recorded: Jan 18 2018 57 mins
    Jeff Toister, Erica Strother (Moderator)
    Hiring, training, and retaining the agents we need to succeed is a classic contact center challenge. Many contact center leaders intuitively understand that hiring for culture fit is the first step in the process. The tough part is defining exactly what culture fit means and then scaling the concept so different hiring managers are making consistent hiring decisions. In this webinar, customer service expert Jeff Toister will share a practical guide for hiring agents who fit with your contact center culture. He will also reveal how to better integrate training and recruitment so you can retain your best agents.
  • Building Your Digital Contact Center Strategy in the Age of the Customer Recorded: Dec 7 2017 61 mins
    Wil Patterson, Nicole Sult, Justin Robbins (Moderator)
    In this webinar, Justin Robbins will share recent research on the state of technology in contact centers, review key principles for migrating from the analog to digital contact center environment, and provide tips and advice on preparing your agents to thrive in this new environment. You’ll also hear from contact centers that have successfully made the transition—they’ll share how they did it, and they’ll share the lessons they learned along the way.

    Who should attend:
    * Contact/call center directors, managers, and supervisors

    What you will learn:
    * How to communicate the digital contact center’s value to your agents – including their role in customer service excellence
    * How to prepare agents to interact across multiple customer contact channels
    * How to make your transition a success, based on real examples and best practices from leading contact centers

    By submitting this form, you agree to have your contact information, including email, passed on to the limited sponsors of this event/asset for the purpose of following up on your interests.
  • Stop Wasting Their Time! 5 Ways to Ease Customer Frustration Recorded: Oct 19 2017 54 mins
    Art Schoeller, Brendan Dykes, Megan Selva (moderator)
    2017 Forrester research revealed that 73% of online consumers cite valuing their time as the most important thing a company can do to provide excellent service. And according to ICMI’s Brad Cleveland, prompt service is one of the top ten customer expectations. The problem? Outdated, disjointed processes and systems still prevent most contact centers from delivering a truly seamless experience, and the result is often low efficiency and high frustration.

    Are you looking for ways to reduce customer frustration? Join us for this complimentary webinar as we share five practical steps you can take to simplify the customer experience and drive ROI for the business.

    In this webinar you will learn:
    * How to train and empower agents to ease the customer experience
    * Why omnichannel service impacts the whole business, not just the contact center
    * How to enable better collaboration between the contact center and other departments
    * How the right technology can enable a better omnichannel experience for both agents and customers

    Join us for an interactive and informative hour, complete with audience Q&A.
  • 4 Customer Service Success Stories (and What You Can Learn from Them) Recorded: Oct 5 2017 47 mins
    Brian Leeson, Claudia Hawkins, Evan Watson, Michelle Williams, and Erica Marois (moderator)
    Ready to be inspired? Join us for this unique Customer Service Week webinar with four award-winning contact centers. This presentation will celebrate the achievements of our industry, while arming you with a few tips and tricks to try in your center.

    Whether social media is your top challenge or you’re looking for innovative ways to train agents, this webinar is for you!

    Attend this webinar to learn:

    * How Alberta Pensions Services made significant changes to make life easier for agents and customers
    * How the Dorel Juvenille customer care team is using social media in creative ways
    * How to leverage improv techniques to better train contact center agents
    * How the Whirlpool contact center drives strategic value for their business

    Join us for this interactive hour, complete with live audience Q&A. Invite your team members and make it a lunch-and-learn!
  • Your CRM Isn't a Silver Bullet: Customer Engagement Strategies That Work Recorded: Sep 14 2017 60 mins
    Julie Mohr, Marie Ruzzo, and Erica Marois (moderator)
    With an affinity for smartphones and messaging apps, consumers are changing the way they engage with businesses. Customers are more demanding, highly informed, and communicate with brands on a variety of platforms. As this behavior drives to an increasingly digital experience, businesses are struggling to keep pace.

    Businesses have looked to their CRM platforms to get closer their customers, but customer engagement cannot be achieved through CRM alone. Businesses need a more robust strategy to connect and keep pace with the new era of customer engagement.

    In this webinar, we discuss how to:

    * Create personalized experiences to engage customers on a new level
    * Leverage AI to deliver exceptional customer support
    * Empower agents to support more complex interactions and retain customers
  • Empower Every Agent to be Your Best Agent Recorded: Aug 25 2017 59 mins
    Justin Robbins, Amy Millard
    Smartphones, tablets, and wearable technology all make life more convenient, but when one thing goes wrong in our “World of Connected Things”, it can be a nightmare for consumers and support teams.

    Today’s customers want easy and immediate solutions to their problems. Contact center managers and agents are under increased pressure to achieve first contact resolution and lower cost per contact, all while lowering handle time and improving customer satisfaction. This can feel overwhelming, but with the right training, processes, and technology it doesn’t have to be so stressful!

    ICMI Senior Analyst Justin Robbins will reveal today’s biggest challenges for multichannel contact center agents, and Amy Millard, VP Marketing, Support.com will share how you can take your support to the next level by optimizing live customer support interactions. Plus, you’ll learn how to simplify and transform both the agent and customer experience.
  • Best Practices for Blending Automation and Agent-Assisted Service Recorded: Aug 23 2017 63 mins
    Sean Hawkins, Ross Haskell
    As consumers, we’ve all experienced – or at the very least heard about – organizations who’ve failed to effectively provide an experience that blends the best of self-service and agent-assisted service. The self-service tool is too complex, inaccurate, or incomplete and there is no good way to escalate to a live agent. Even if there is, we find that the agents often only have access to the same tools or insights as we do, which requires us to repeat ourselves, and a vicious downward service spiral pursues.

    As contact center leaders, we’re responsible for balancing the evolving needs of our customers, the cost constraints of our organizations, and the engagement challenges of our employees. In this day and age, that means leveraging self-service tools that are accurate, accessible, and easy to use while deploying live agents in the more complex and complicated customer interactions. When done right, it’s a win-win-win that has incredible returns. The challenge, however, is that without the right strategy and considerations it often causes more headaches than it resolves problems.

    The result is that, as contact center leaders, we find ourselves asking questions like: Where is self-service and automation most and least effective? What are the best practices for enabling customers to move between self-service and a live agent without disruptions in the continuity of the conversation? How does the contact center identify and implement their ideal blend of automated & agent-assisted service?

    If you find yourself asking these questions and are looking to effectively deploy self-service/automation that is additive, not detractive to your customer service experience, this webinar is for you.
  • The Secrets of Managing an Award-Winning Contact Center Recorded: Jul 13 2017 60 mins
    Laura Mendoza, David Perry, Hannah Bell
    What does it take to provide award-winning customer service? Each contact center is different, but some challenges are universal. Our ICMI Global Contact Center Award Winners have embraced and overcome those challenges to elevate the service they provide. Want to learn their secrets to success?

    Hear from the winners of Best Small Contact Center, Best Medium Contact Center, and Best Contact Center Culture. They’ll share their best tips for improving employee engagement, collaborating across departments, hitting KPI goals, and more.
  • Transforming the Value of the Contact Center Recorded: Jun 8 2017 59 mins
    John Zurn
    Carlson Rezidor Hotel Group is a global leader of hotels around the world, but lacked leadership support for investments in the contact center. In order to receive investments in both technology and resources, a significant change of how leadership perceived the value of the contact center was needed. In addition, the resources required to support this transformation had traditional views of technology and capabilities, so buy-in on the value of modernized cloud based tools was a key success factor.
  • Dos and Don'ts of Adding New Channels to Your Contact Center Recorded: Jan 19 2017 61 mins
    Justin Robbins, Mayur Anadkat
    As contact centers enter an era of service that extends well beyond phone support, few are confident on what that next best channel should and needs to be. Technology is evolving rapidly, and there is a potpourri assortment of channels from which to choose. It’s clear that organizations need to deliver service across a multitude of channels effectively, but how does an organization ensure that they successfully deploy service in a new channel? In addition, it’s clear that consumers expect a seamless experience across all channels of service.

    Unfortunately, this is where all too many organizations fall short on service. Customers increasingly complain about the disconnect service (channel) experience when interacting with companies. This isn’t sustainable, as organizations have the opportunity to plan and execute on their omnichannel service experience more effectively.

    In this webinar, ICMI and Five9 will share the strategies, technologies, and methodologies for adding new service channels and delivering on an omnichannel service experience that is realistic, sustainable, and delivers maximum value to organizations and consumers alike.
  • Channel Failure: How to Avoid the Hidden Dangers of Omnichannel Recorded: Oct 20 2016 59 mins
    Justin Robbins, Mayur Anadkat
    Many contact center leaders know that they’re entering a post-voice era, but few are certain on what that next best channel should and needs to be. With the rapid advancements in technology and channel options, it’s not surprising that most spiral into a panic with one mention of the word “omnichannel”, as they struggle to determine how to effectively define and deliver on whatever omnichannel means to them.

    Unfortunately, they all too often fall into one of the two hidden dangers of omnichannel that is undesirable for both the organization and the consumer:

    They choose to not implement any new channels
    They try to implement every new channel

    Panic, no more! In this webinar, ICMI and Five9 will reveal a third, ideal approach for beginning an omnichannel service delivery strategy that is realistic, sustainable, and delivers maximum value to organizations and consumers alike.
  • Agent Excellence: Tips for Reducing Turnover and Improving Customer Satisfaction Recorded: Feb 18 2016 60 mins
    Justin Robbins, Jennifer Schonher
    We all know that the contact center agent plays a critical role in service delivery and ensuring customer satisfaction. The individuals on the front line must be expert ambassadors of our brand who can effectively navigate a customer’s needs while delivering a consistent experience across channels and interactions. We also know that our customers are becoming more tech-savvy with an increasing reliance on their connection to devices and a growing demand for consistent and accessible service.

    All of this means that the role of a contact center agent is more complex than ever before and, if ill-prepared, it’s taking a toll on agent turnover, customer satisfaction, and ultimately, the reputations of many organizations.

    Understand how to simultaneously satisfy your customers while motivating your agents to success and job satisfaction.
  • How to Deliver Great Customer Service During Peak Season Recorded: Nov 12 2015 62 mins
    Justin Robbins, Ross Haskell
    Engaging customers and providing great experiences during your peak season -- whether that’s back to school, the holidays or tax time, etc. -- only happens when you truly understand what your customers expect from their service interactions. The latest research from ICMI reveals new consumer insights across communications preferences, expectations of service and levels of engagement that will impact how your contact center prepares for and engages during your busiest time of year.
  • 5 Facts Contact Centers Don't Know About Customers Recorded: Oct 15 2015 59 mins
    Justin Robbins, Madelyn Gengelbach, Pete Slease, Sarah McElwee
    Leading a contact center is more complex than it’s ever been. Traditional methodologies, metrics, and mindsets are under scrutiny as business leaders examine their relevance to the modern customer. New channels have emerged, technology has evolved, and customer expectations have shifted. Most customer service professionals realize this, but how should the contact center react to the changing landscape?

    The dynamics of this “new normal” present an incredible opportunity for contact centers to provide stellar customer experiences. The true challenge lies in understanding what customers really want and expect from service interactions.

    A few things you will learn during this webinar:

    -The contrast between what customers find important and what contact center leaders perceive as important to customers
    -Key customer expectations to consider when determining contact center priorities
    -The technology necessary for delivering seamless service
    -How contact centers today can excel at providing omnichannel service
  • How to Harness the Power of Chat in Your Contact Center Recorded: Sep 24 2015 59 mins
    Leslie O'Flahavan, Ross Haskell
    Did you know that more customers would prefer to use web chat than any other assisted channel? According to the latest research from ICMI, just one-third of contact centers today are supporting web chat. This gross misunderstanding of the importance of web chat may be negatively affecting customer satisfaction, limiting revenue opportunities and hindering the success of your organization.

    Do not risk causing irreversible harm to your organization; attend this webinar to discover the three awesome outcomes of providing chat customer service.

    ICMI and BoldChat by LogMeIn will share new insights that reveal the importance of web chat to customers and their increased likelihood to switch companies when they aren’t satisfied. You’ll receive tips and ideas for delivering exceptional experiences through chat, discover the ROI of chat, and learn how to measure and recognize the success of leveraging chat to provide stellar customer service.
Monthly webinars for contact center professionals
Whether its your people, your processes or your strategy, ICMI wants to partner with you to take your customer service to the next level. Our webinars, delivered by an experienced and dedicated team of industry insiders and thought leaders, are designed to help you raise the strategic value of your contact center, optimize your operations, and improve your customer service.

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  • Live at: Jul 13 2017 3:50 pm
  • Presented by: Laura Mendoza, David Perry, Hannah Bell
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