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How to Get Your Team to Deliver Consistent Service

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!
Recorded Oct 1 2018 32 mins
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Presented by
Adam Toporek
Presentation preview: How to Get Your Team to Deliver Consistent Service

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  • Boosting Agent Engagement: Collaboration, Gamification, and Reward Apr 15 2020 6:00 pm UTC 60 mins
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    In this webinar, you will learn:
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    • How data-driven gamification and rewards keep agents engaged
    • How clear understanding of business goals contributes to improvement

    You will come away from the webinar better equipped to manage highly engaged teams by providing clear goals and personalized rewards.
  • How to Overcome Omnichannel Challenges to Quality Management Mar 18 2020 6:00 pm UTC 60 mins
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    Quality Management and Quality Assurance (QM and QA) are important elements of any contact center. The tasks involved can be time consuming and difficult. Traditional methods have focused on the phone conversation as the primary—or even sole—source of input. Scorecards have been built focused on limited data and are producing only partial views of the quality of interactions.

    Modern contact centers are using omnichannel solutions to respond to customer needs, and so multiple sources of Quality Management data are available but might be overlooked or considered unusable because of the dated tools and methods contact centers are using.

    How can Quality Management take advantage of these varied sources of data to produce better results for the contact center and for customers?

    This webinar will cover:
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    • How advanced analytics are no longer optional, but are a necessity
    • Why and how doing better QM benefits both contact centers and customers
    • How advanced technologies such as Natural Language Processing (NLP) and sentiment analysis can assist
  • 5 Omnichannel Lessons Learned the Hard Way Recorded: Feb 18 2020 61 mins
    Scott Sachs (SJS Solutions); Brian Spraetz (Five9); Roy Atkinson (Moderator)
    There is no doubt that your organization should provide a consistent customer experience across all communication channels. Fielding customer inquiries and providing information in multiple, disconnected channels can contribute to errors, miscommunication, and a disrupted customer journey that forces customers to repeat information. As a result, this can contribute to an increase in customer churn. Omnichannel, however, can create connected customer journeys and exceptional customer experiences.

    In this webinar, you will learn about some omnichannel pitfalls you can avoid, including:
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    • Agents not cross-trained, leaving channels unstaffed or unavailable
    • Inaccurate metrics and KPIs
    • Insufficient or disorganized customer information

    Join us to gain valuable knowledge so that you don’t have to learn your lessons the hard way.
  • 2020 Vision: Contact Center Trends to Watch Recorded: Jan 22 2020 58 mins
    Roy Atkinson (ICMI)
    In one short decade, tremendous change has reshaped contact centers: from social media to chatbots to video, new channels and ways of serving customers abound; omnichannel, workforce, knowledge management, and more have streamlined contact center operations; and artificial intelligence, machine learning, and natural language processing are fundamentally changing the ways we connect with customers, both internal and external. It was an exciting, sometimes exhausting, decade…but what do the 2020s have in store for contact centers?

    Drawing on ICMI’s industry-leading research and input from ICMI’s Featured Contributors and thought leaders, this webinar will present important trends for 2020 and beyond. We’ll not only explore what’s trending, but also why these topics are important for your contact center’s future:
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    • Automation and AI
    • Cloud and CCaaS contact centers
    • Knowledge management
    • Self-service
    • Social customer care and social media
    • Recruiting challenges
    • Rediscovering the human factor
    • And more!
  • Improving Your Agent Experience, One Step at a Time Recorded: Dec 11 2019 60 mins
    Chris Hanna (Evolving Management); Gayathri "G3" Krishnamurthy (NICE inContact); Roy Atkinson (moderator)
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    In this webinar, we’ll explore the maturity model, as well as the underlying research, and explain how organizations can improve AX one step at a time, netting better results for the organizations and for their customers.

    Attendees will learn:
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  • Get Your Contact Center Privacy Right: GDPR, CCPA, and You Recorded: Nov 20 2019 60 mins
    Gary Audin (Delphi); Evan Dobkin (Talkdesk); Roy Atkinson (moderator)
    Recent and forthcoming regulations require businesses to give consumers more information about what data is collected from them and how it is used, as well as increased ability to opt out of use of their data. GDPR (the European Union’s General Data Protection Regulation), CCPA (the California Consumer Privacy Act), and other regulations carefully prescribe the responsibilities of businesses to protect data as well as the consequences for not complying.

    More of these regulations are coming. In addition, information crossing the wire between the consumer and the business should be as secure as possible from cyberattacks and third-party interception.

    - How are current practices affected by new requirements?
    - How do compliance requirements impact current and future technology purchase decisions?
    - What needs to be done now to prepare staff for changes in processes and procedures?

    This webinar will help you draw your roadmap for compliance now and in the future.
  • Optimizing Staffing and Scheduling with Automation Recorded: Oct 16 2019 49 mins
    Wendy Fowler (Quality Service Solutions); Adam Aftergut (NICE); Megan Selva (moderator)
    In this webinar we will discuss minimizing or eliminating the “paperwork” drudgery of staffing and scheduling by automating these key workforce management (WFM) processes. According to ICMI research, 24% of organizations have contact center managers who are in charge of scheduling, while 75% have dedicated managers or teams to do this work. If staffing and scheduling can be addressed through automated processes, these managers would be freed to focus more on the important people and customer relations aspects of their jobs. We will explore the uses and possible ROI for these tools

    During this webinar, you will learn:

    - How much time conact center managers are spending on staffing and scheduling

    - Which processes can and should be automated to free management time

    - How you can plan and implement automation in your organization to cut wasted time and effort

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • Benchmarking: Identifying the Right Metrics and KPIs Recorded: Sep 18 2019 61 mins
    Jeff Rumburg (MetricNet); Evan Dobkin (Talkdesk); Roy Atkinson (moderator)
    Identifying, tracking, and reporting on the right metrics and KPIs is critical for the management of the contact center. Everything from the strategic positioning of the contact center to staffing, scheduling, and operational needs depends on getting the metrics right. Benchmarking helps organizations understand where they can improve and where they are excelling compared to the competition.

    In this webinar, benchmarking expert Jeff Rumburg will discuss current statistics and best practices for measuring progress towards your contact center's goals.
  • 4 Keys to Improving Agent Satisfaction Recorded: Aug 21 2019 60 mins
    Chris Hanna (Evolving Management); Gayathri "G3" Krishnamurthy (NICE inContact); Fancy Mills (moderator)
    Customer satisfaction has long been a top priority for the contact center, but in today’s competitive job market, agent satisfaction is a growing concern for leaders. In a traditionally high-stress, high-turnover industry, every leader wants to know the secret to agent happiness. There’s no magic bullet, but based on brand new ICMI research, we’ve identified four keys to improving the employee experience in the contact center. What do the most engaged employees have in common, what are the top drivers of dissatisfaction, and how might this new insight help your team improve morale and performance, all while boosting CSAT? Join us on August 21 for an eye-opening discussion!

    During this webinar, you will learn:

    - What the most satisfied contact center agents have in common

    - What new ICMI research reveals about top drivers of agent dissatisfaction

    - How you can better align your people, processes, strategy, and technology to improve both the employee and customer experience

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
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    John Goodman (Customer Care Measurement & Consulting); Abby Monaco (NICE); Erica Marois (Moderator)
    When it comes to delivering better customer experiences, ICMI research is finding that businesses have real gaps in their analytics and Voice of the Customer programs that inhibit their success with both customers and frontline staff. Most survey and monitoring samples are invalid, leading to poor morale, frustrated supervisors, and spurious conclusions.

    Only 15% of contact centers are using sentiment analytics, while 53% have no plans to implement them in the near future. Pair that with the fact that only 23% of quality monitoring programs are automated, and the result is that there is a distinct lack of qualified and quantified knowledge of customer pain points or how to solve them. It’s critical for businesses to better understand where customer experiences are negative and turn them around. It’s also just as critical to enable agents to avoid negative encounters and properly address them head on when unavoidable. Join us on July 17 to learn more about how you can utilize four best practices to turn your competitive woes into wins.

    During this webinar, you will learn:
    - Radical approaches to sampling, analysis and packaging feedback for greater impact
    - How AI sentiment analysis can drive your quality programs
    - Why and how you should apply analytics across all your service channels
    - Creating a compelling business case for CFOs and positive motivation for CSRs
    - What predictive analytics looks like in action, and how it can benefit the entire business
    - How analytics-driven quality management empowers contact centers to drive more strategic value

    Join us for an interactive and informative hour, filled with practical tips and audience Q&A.
  • How to Mitigate Fraud, Reduce Customer Friction, and Boost Productivity Recorded: Jun 19 2019 59 mins
    Andrew Gilliam (ICMI Featured Contributor); Craig Pentz (Neustar); Erica Marois (Moderator)
    According to 2019 research, almost half (46%) of contact centers are unhappy with their current authentication method. While implementing fraud mitigation measures can often feel like a burden, contact centers can benefit tremendously from better data intelligence & authentication practices. From more personalized service to greater operational efficiency and a more effortless experience, the opportunities are exponential.

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    During this webinar, you will learn:

    - The latest best practices in fraud mitigation, which will help you protect both your customers and your contact center
    - How to identify critical points along the customer journey that can improve the overall experience—for agents and customers
    - How and why data intelligence plays a crucial role in driving operational efficiency

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • Practical Ways to Boost Agent Morale Recorded: May 22 2019 62 mins
    Jeff Toister (Toister Performance Solutions, Inc.); Darryl Addington (Five9); Erica Marois (Moderator)
    Is agent morale a top challenge for your team? Pizza parties, contests, and ping pong tables are fun, but they’re not enough to move the needle. Even leaders with the best intentions tend to struggle to get agents to bring their best selves to work each day. The result? Disengaged agents, poor service, and frustrated customers. It doesn’t have to be that way! Join us on May 22 to find out how you can practically refine your people, process, and technology strategies to overcome some of the common obstacles to high morale and engaged employees.

    During this webinar, you will learn:

    - The counterintuitive reason why motivation is a top challenge for contact center agents.
    - A critical link between agent morale & empowerment that's vital to delivering extraordinary customer experiences
    - How Five9 Genius™ Intelligent Cloud Contact Center can empower your agents, helping you transform both the employee and customer experience

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • Survey Says: It’s Time to Reimagine Quality Management! Recorded: Apr 24 2019 62 mins
    Fancy Mills (ICMI); Lauren Maschio (NICE Nexidia); Erica Marois (Moderator)
    According to new ICMI research, only 16% of contact center leaders strongly agreed that their QA program was setting them up for success. Are you part of the 84% that aren’t completely sold on your QA program? If so, mark your calendar! Join us on April 24 to get an exclusive first look at the soon-to-be-released results from our recent quality management and analytics study. Whether you’re looking to benchmark your current practices against your peers, or seeking ways to refine your approach to analytics and quality management, you don’t want to miss this!

    During this webinar, you will learn:
    - What ICMI’s research reveals about the current state of quality management and analytics in the contact center
    - How contact center leaders feel about the impact and influence of quality management on their organizations
    - How you can leverage predictive analytics to take your quality to the next level

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • 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.
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