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The Role of the Contact Center in the Customer Experience

What is the strategic difference between customer service and customer experience? How can contact centers improve ROI by improving the customer experience? Join us as Nate Brown breaks it all down, and arms you with strategic direction to drive growth in the year ahead. You'll learn how to gain the buy-in you need to move your CX initiatives forward, how to find opportunities for quick wins, and how to leverage customer feedback to generate revenue. Bonus: attendees will gain free access to Nate's newly released CX Primer tool.
Recorded Mar 21 2018 33 mins
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Nate Brown
Presentation preview: The Role of the Contact Center in the Customer Experience

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  • How to Get Your Team to Deliver Consistent Service Oct 1 2018 6:00 pm UTC 45 mins
    Adam Toporek
    Consistency is a common challenge for contact centers and organizations of all shapes and sizes. How do you get employees from different teams, backgrounds, and locations to deliver the same experience? Adam Toporek, author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines, has practical advice to share that will help you elevate the customer experience.

    In this webinar, we will discuss:
    -Why consistency is such an essential component of customer experience
    -Common causes of inconsistent service
    -Basic steps your team can take to deliver a more consistent customer experience

    Invite your team members to join us for this special edition webinar. It's the perfect way to kick off Customer Service Week!
  • Forecasting the Future: Strategies for Long-Term Contact Center Planning Sep 12 2018 5:00 pm UTC 60 mins
    Justin Robbins, Paul Chance, Erica Marois (Moderator)
    With all of the change that’s happened in contact centers over the past 10 years, it may be daunting to think about the years ahead, but it’s a necessary and revealing exercise. Strategic, long-term planning enables organizations to prepare for and anticipate investments in technology, shifts in their workforce, and evolutions in their methods for delivering service. But how far out should a long-term plan go? And what should or shouldn’t be included in the process?

    In this ICMI webinar, you’ll hear from contact center expert Justin Robbins on how long-term planning has changed in recent years, what’s the most effective data for future planning, and ways to leverage the changes in technology and customer expectations to your advantage.

    Attend this webinar to learn about:

    - Designing long-term models for staffing and planning
    - The future of occupancy, service level, and other key WFM metrics
    - Benchmarks and best practices for long-term contact center planning
    - The latest advances in long-term forecasting capabilities
  • Make it Memorable: How to Make the Most of Customer Service Week Recorded: Aug 15 2018 44 mins
    Adriana Thompson, Todd Hixson, Stephanie Jones, Erica Marois
    Want to show appreciation to your contact center agents, boost morale, and draw attention to the integral role the contact center plays in your organization? Customer Service Week (October 1-5) is the perfect opportunity! And while it may seem far away, October is just around the corner. Need help planning? Whether this will be your first year celebrating Customer Service Week, or your 20th, you don't want to miss this webinar! Join us to hear from three ICMI Global Contact Center Award winners. They'll share their favorite tips for making the most of Customer Service Week, as they arm you with inspiration to plan a memorable celebration for your team.
  • How to Harness the Power of Predictive Customer Journey Mapping Recorded: Jul 18 2018 59 mins
    Anne Palmerine, Charlie Godfrey, Erica Marois(moderator)
    Whether your organization wants to improve customer satisfaction, boost productivity, or increase revenue, the customer journey is at the heart of it all. And with today’s customer expectations on the rise, getting customers to the right agent, at the right time is critical. The problem? Most businesses think they’re doing a better job of meeting customer expectations than they really are. In fact, Genesys research indicates that only 19% of businesses have a dedicated customer experience team to manage the experience.

    Ready to differentiate yourself from the competition? Find out how predictive routing is becoming a fundamental part of delivering the genuinely omnichannel experience that customers now expect.

    In this webinar, you will learn:

    *How to match the right agent with the right customer
    *How to bring sales, service, and marketing together to enhance the customer experience
    *How leading contact centers are leveraging the latest predictive routing technology

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • How to Empower Agents to Deliver an Effortless Customer Experience Recorded: Jun 20 2018 62 mins
    Fancy Mills, Annette Miesbach, Erica Marios (moderator)
    Are your agents empowered to deliver outstanding service, or are they forced to navigate disjointed tools, and bound by policies or KPIs that ultimately result in frustrated customers? Agent empowerment is a critical component of the effortless customer experience, yet according to ICMI research, 74% of contact centers admit they prevent their agents from providing the best service possible. How can we change this? Join us on June 20th for an eye-opening discussion that will arm you with practical advice you can use to make positive changes in your contact center.

    * Why agent empowerment is prerequisite for a seamless omnichannel customer experience
    * Where to look for disconnects between the service contact centers provide, and the service customers expect
    * How to recognize and remove common barriers preventing agent empowerment

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • How to Improve the Future Strategic Status of Your Contact Center Recorded: May 16 2018 61 mins
    Martin Hill-Wilson, Chuck Ingram, Erica Marois (moderator)
    According to ICMI research, 62% of contact centers believe their organization considers them a cost center. Contact centers have long been misunderstood, plagued by stereotypes, stigmas, and misconceptions. But contact centers of the future are uniquely positioned to fuel growth across the business through product enhancement, customer retention, and employee retention. The strategic contact center of the future won't just focus on people, process, and technology improvements, but products, too. Join us for this webinar to find out how your contact center can use all the customer data at your fingertips to empower smarter business decisions and boost the bottom line.

    In this webinar, you will learn:
    * How to establish processes for capturing, analyzing, sharing and using value-added information across the organization
    * The link between driving strategic value and boosting employee engagement
    * How other contact centers are driving ROI for their business
  • The Future Is Here: What You Need to Know About Machine Learning and AI Recorded: Apr 18 2018 62 mins
    Esteban Kolsky, Barry Givens, Erica Marois (moderator)
    While recent research shows that only 41% of customers prefer to contact companies via traditional “voice” channels, contact centers are still managing most customer interactions over the phone. Perhaps that's why 39% of customers would rather clean a toilet than reach out to a contact center? The good news: technology is making it easier than ever to understand customers and serve them more efficiently and effectively in their channel of choice. AI and Machine Learning are no longer futuristic concepts; when leveraged correctly, you can ensure more timely, relevant, and personalized service. The future is now. Are you ready?

    In this webinar, you will learn:
    * How to prepare for an AI implementation (IT, pperations, and knowledge management considerations)
    * How AI can enable more personalized, consistent, and conversational service
    * How AI can drive down the cost per contact
    * How other organizations are using AI to improve the customer experience

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • The Role of the Contact Center in the Customer Experience Recorded: Mar 21 2018 33 mins
    Nate Brown
    What is the strategic difference between customer service and customer experience? How can contact centers improve ROI by improving the customer experience? Join us as Nate Brown breaks it all down, and arms you with strategic direction to drive growth in the year ahead. You'll learn how to gain the buy-in you need to move your CX initiatives forward, how to find opportunities for quick wins, and how to leverage customer feedback to generate revenue. Bonus: attendees will gain free access to Nate's newly released CX Primer tool.
  • How to Make the Most of Your CX Metrics Using the Voice of the Customer Recorded: Feb 22 2018 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.
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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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  • Title: The Role of the Contact Center in the Customer Experience
  • Live at: Mar 21 2018 6:00 pm
  • Presented by: Nate Brown
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