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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 Build a CX Dashboard that Drives Better Results Recorded: Mar 20 2019 61 mins
    Lauren Volpe (Fareportal); Shorit Ghosh (Clarabridge); Erica Marois (ICMI Moderator)
    According to 2018 ICMI Research, customer experience strategy is a top priority for contact center leaders this year. The challenge? Determining which KPIs to use to track success, and interpreting all the data already available to drive meaningful results.

    Join us on March 20 as we walk you through the ins and outs and CX metrics, and help you discover new ways to understand even the most complex customer feedback. We’ll also show you how the contact center can deliver actionable insights that will fuel success across the rest of the business.

    During this webinar, you will learn:
    - How to determine the right mix of CX metrics for your team
    - How to design dashboards that measure what matters most to customers and inspire agents to deliver
    - How to better leverage contact center data to drive operational excellence

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • Where Are You on the Path to Omnichannel? Learn How to Move Forward Recorded: Feb 20 2019 58 mins
    Scott Sachs (ICMI Business Associate); Abby Monaco (NICE Nexidia); Erica Marois (Moderator)
    The word omnichannel has dominated both contact center and marketing conversations for many years now. But according to ICMI research, less than one-third of contact centers in this community consider themselves truly omnichannel. Making the most of existing contact channels, customer data, and analytics can feel daunting. Taking it all to the next level? Even more so.

    If you know your contact center needs to evolve, but you're not sure how to take the next step, this is the webinar for you! No matter where you currently are on the path to omnichannel, we'll break down the complexity, dispel common myths, and help you prepare for the future.

    During this webinar, you will learn:
    - How to apply ICMI’s three-phase approach to moving from multichannel to omnichannel
    - What's next for journey mapping and customer analytics
    - How omnichannel service is transforming the future of the contact center—and what you need to know to stay ahead of the trends

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • Innovate your WFM: How to Improve Contact Center Forecasting and Scheduling Recorded: Jan 23 2019 60 mins
    Vicki Herrell, SWPP; Ric Kosiba, Genesys; Steve Kosiba, Genesys; Erica Marois, ICMI (moderator)
    When asked to share their most daunting challenges, contact center leaders in the ICMI community listed hiring, scheduling, and long-term planning at the top of the list. Can you relate?

    Join this webinar to learn how you can improve the building blocks of WFM, scheduling and long and short-term forecasting, using machine learning and cloud computing. These new processes improve accuracy and dramatically improve solve times, hinting at a new class of contact center WFM analytics, which will improve WFM efficiency and agent engagement.

    If you're ready to transform your planning and scheduling process, you don't want to miss this complimentary webinar in partnership with Genesys and The Society for Workforce Planning Professionals (SWPP).

    During this webinar, you will learn:
    - What's next for contact center WFM, from spreadsheets to AI and everything in between
    - Innovative scheduling techniques that can boost agent engagement and productivity
    - How to reduce staffing costs without sacrificing quality
    - How to improve long-range contact center forecasting

    Join us for an interactive and informative hour, complete with practical tips and a live audience Q&A.
  • How Mature is Your CX? Planning for Success in 2019 Recorded: Dec 12 2018 62 mins
    Nate Brown, Cofounder, CX Accelerator; Chris Bauserman, VP, Product Marketing, NICE inContact; Erica Marois, ICMI (moderator)
    Most contact centers operate with the goal of delivering exceptional customer experiences, but how many achieve that objective? Executing on big vision customer experience initiatives is daunting, and if no one "owns" the strategy, it's nearly impossible to attain the desired results. How will your team achieve success in the year ahead? Join us for this can't-miss webinar that will help your organization drive meaningful CX improvements in 2019.

    In this webinar, you will learn:

    * What NICE inContact’s 2018 benchmark survey reveals about 2019 CX priorities
    * What CX maturity means, and why it’s important
    * How to assess your current state of CX maturity
    * How to elevate your level of CX maturity

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • 10 Ways Contact Centers Annoy Their Customers (and How to Stop) Recorded: Nov 6 2018 60 mins
    Jenny Dempsey, Leslie O'Flahavan, Patrick Russell, Erica Marois (Moderator)
    Have you ever had an annoying customer experience? Are you annoying your customers? During a recent #ICMIchat, we asked participants to share their biggest customer service pet peeves. Some of the answers might surprise you. Join us for this fast-paced, fun, and practical webinar. We’ll reveal a list of the top ten ways call centers exasperate their customers, and also offer up tips for breaking the bad habits.

    In this webinar, you will learn:
    •The top ten ways call centers frustrate customers
    •How to avoid committing common customer service failures
    •How to deliver more seamless and satisfying agent and customer experience

    Join us for an interactive and informative hour, complete with live audience Q&A. Come ready to take notes and ask questions!
  • 5 Contact Center Trends to Watch in 2019 Recorded: Oct 17 2018 59 mins
    Michael Pace, Erica Mancuso, Darryl Addington, Erica Marois (moderator)
    Fast forward to end-of-year reviews in 2019. What will your team have accomplished? Will you be proud to report on soaring CSAT scores, transformative process improvements, and unprecedented profits? If you want to set your team up for success in the year ahead, now’s the time to start planning. Join us for this eye-opening discussion on the trends you need to watch as you prepare your contact center for the future.

    In this webinar, you will learn:

    * What AI and Machine Learning will really mean for the contact center, and the practical steps you can take now to ensure smooth implementation

    * How to deliver an employee experience that will attract and retain top talent

    * What’s next for customer experience

    * How digital transformation will impact the contact center in the years ahead
  • How JetBlue Is Putting Humanity Back into the Airline Industry Recorded: Oct 4 2018 56 mins
    Laurie Meacham, Scott Morris, Mike McCarron, Erica Marois (Moderator)
    In an increasingly crowded marketplace, customer service has emerged as one of the last frontiers for competitive advantage. But in a rush to be everything to everyone, many companies are overlooking one enduring need of its customers: the desire for human connection. JetBlue was founded on the mission to "bring humanity back to air travel." During this webinar, you'll hear how customer service has set the airline apart in the past, present, and vision for the future. You’ll also learn how companies in any industry can apply lessons JetBlue has learned to deliver more practical, personalized, and delightful service experiences.

    In this webinar, you will learn:
    - How to bring people, process, and technology together to deliver more customer-centric service
    - How to humanize the customer experience
    - How JetBlue leverages customer service as a competitive differentiator

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • How to Get Your Team to Deliver Consistent Service Recorded: Oct 1 2018 32 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 Recorded: Sep 12 2018 59 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.
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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  • 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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