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How to Overcome Omnichannel Challenges to Quality Management

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:
• How omnichannel communication changes the scope of QM data
• 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
Recorded Mar 18 2020 59 mins
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Presented by
Neal Topf (Callzilla); Nelson Giron (Clarabridge); Roy Atkinson (Moderator)
Presentation preview: How to Overcome Omnichannel Challenges to Quality Management

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  • Delivering Digital Customer Experiences for the New Normal Recorded: Feb 24 2021 61 mins
    Josh Streets, Scoreboard Group; Sam Hahn, eGain; Megan Selva, ICMI
    “In the coming years, it is possible that no one will speak of ‘digital transformation’ because the term will have become irrelevant: non-digital businesses will simply not exist. To avoid becoming one of those dying businesses, business leaders must take the opportunity – and a pressing need – to invest in bold and purposeful digital transformations now.” -- Manju George and Nokuthula Lukhele, World Economic Forum

    Per Forrester, digital customer interactions will increase by 40% in 2021. Further, Gartner predicts that, by 2022, 70% of customer interactions will involve some form of emerging technology (an astonishing increase from 15% in 2018). Artificial intelligence technologies and AI-enabled technologies – including natural language processing, machine learning, virtual customer assistants, chatbots, and more – are expected to have the biggest impact on customer experience (CX) over the next three years.

    In this webinar, learn how your organization can lean into AI-powered digital CX transformation to optimize operations, reduce costs, break down silos, and reduce friction in customer journeys. Hear from an ICMI’s Josh Streets and eGain’s Sam Hahn on:

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    • The impact on the traditional approach to customer journeys
    • The new requirements for the new digital age and lay of the technology landscape when it comes to AI for contact centers
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    These technologies can be practically and successfully implemented, regardless of which industry you’re in. Digital transformation is within your reach!
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    Last year, contact centers overcame a seemingly endless array of hurdles challenging nearly every aspect of their operations. While many are normalizing their affairs, they remain wary of further change on the horizon. ICMI research suggests that preparing for any emergency results in better outcomes from any crisis, but many are left wondering how to prepare for such unpredictable circumstances.

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    • How customer needs and preferences are evolving.
    • Why knowledge management is essential to agility.
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    • Technologies that promote flexibility and identify emerging issues before they become disasters.
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    It doesn't have to be this way! Flexible technology can enable nearly unlimited customization, providing agents with the tools they need right when they need them. Best of all, managers can act on agent feedback to continuously improve usability and productivity. In the end, customers are served faster and more accurately by better-informed, happier agents.

    In this webinar, you'll learn why:
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    • Consolidating distributed resources improves customer service.
    • Intuitive tools can speed up time to proficiency.
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    Roy Atkinson, Clifton Butterfield; Nicole Lawler, Bold360; Andrew Gilliam, ICMI
    It has been an exciting year for customer experience. Consumers dramatically changed how they buy and how they reach us for help, and companies innovated quickly to meet new operational requirements and launch new services to meet demand. Only time will tell when shuttered services return to operation, but we can be confident that the world has irreversibly changed. We've all learned new and better ways of getting things done, and consumers have, too!

    Customers are increasingly reaching out on their channel of convenience, expecting empathetic and personalized, when and where they need help, without delay. Organizations must carefully balance responding to increased demand while controlling costs and optimizing scarcer resources. Contact centers also face renewed challenges to train, retain, and engage agents in disconnected environments. We have one choice: innovate or perish. This webinar will help your team thrive regardless of what the future holds. You'll walk away understanding:

    • Why self-service is imperative to modern customer care, and how to take on or transform your self-service program.

    • How knowledge management lays the foundation for effective customer service and enables future self-service offerings.

    • Changing customer channel preferences and the factors that drive customers to new avenues of engagement.

    • The impact of cutting-edge technology on contact centers' ability to achieve desired service levels while controlling costs.
  • Fast Pivot to Long-Term Strategy: Positioning Your Contact Center For the Future Recorded: Sep 16 2020 61 mins
    Josh Streets, Scoreboard Group; Toby Cappello, IBM; Andrea Chin, The Estée Lauder Companies; Andrew Gilliam, ICMI
    With the pandemic impacting businesses everywhere, contact centers pivoted quickly to meet changing customer demands, sudden store closures, and supply chain interruptions. As companies head into the next phase of their customer experience journeys, it’s important to consider how to get the most out of your current contact center investments while understanding how these changes may have affected your longer term strategy.

    Join experts from The Estée Lauder Companies, ICMI, and IBM, to get direct insights on how to embrace flexibility and agility in your contact center. Whether your organization has already made permanent changes or is transitioning to more sustainable strategies, reassessing the Agent Experience (AX) for a flexible work environment is critical for success.

    In this webinar you will learn:
    • How to use technology (from hardware, mobile apps and services in the cloud) to support your employees and customers
    • How to iterate quickly when short-term solutions aren’t sustainable
    • How to address customer security and concerns when transitioning to remote work
    • How to think through tactics to strengthen parts of your contact center that may be struggling
  • Empowering Extraordinary Customer Service: What Leaders Must Do Now Recorded: Aug 19 2020 60 mins
    Chris Hanna, Evolving Management; Andrew Gilliam, ICMI (moderator)
    Micromanagement was easy before social distancing, but it's an impossible strategy when you cannot look over your agents' shoulders. Desperate times call for a different strategy, built on knowledge, understanding, and trust. The best contact center stories involve agents going beyond the call of duty to serve customers in extraordinary ways, but these brand-boosting actions are only possible in environments that equip, condone, and promote this behavior. Employee empowerment is more than a decision or delegation of authority, it's a discipline that requires practice, feedback, and iterative improvements.

    In this webinar, you'll learn:
    • Why the world's most respected brands empower front-line employees to create remarkable customer experiences.
    • Management challenges and leadership skills necessary to effectively empower contact center agents.
    • How technology supports team empowerment and service consistency.
  • The Present and Future of Contact Centers: Blended Intelligence Recorded: Jul 22 2020 61 mins
    Doug Tedder, Tedder Consulting; Martha Walchuk, Salesforce; Matt Kravitz, Hulu; Roy Atkinson, ICMI (moderator)
    This year created a “perfect storm” for contact centers. The onset of the current pandemic changed the way we work, interact, and do business. It also changed life dramatically for our customers, creating a surge in contacts. With agents ramping up to working from home and customers clamoring for assistance, emerging technologies such as AI and automation are helping to fill the gaps.

    By removing the repetitive work from agent’s queues, technologies help improve both the agent and customer experience, but there’s also a flip side: With many of the simpler “one-and-done” contacts being handled by self-service, chatbots, and customer-facing knowledge, agents are left with more complex cases. These cases often require tools to minimize time spent searching for information as well as the assistance of those with specialized knowledge.

    Using both technology and human creativity and problem solving skills is what we call Blended Intelligence.

    In this webinar you will:
    • Learn some of the ways technology is helping now, and will continue in the “new normal”
    • Learn how AI and case swarming can accelerate resolutions
    • Learn good practices for applying these techniques now

    By submitting this form, you agree to have your contact information, including email, passed on to the sponsors of this webinar for the purpose of following up on your interests.
  • Ask the Experts: Rerouting Customer Experience for Today, Tomorrow, and Beyond Recorded: Jun 17 2020 61 mins
    Becky Roemen, Avtex; Nate Brown, Officium Labs; Charles Godfrey, Genesys; Andrew Gilliam, ICMI
    To put it mildly, the customer journey has encountered a few speed bumps this year. If your CX initiatives have taken a detour, you’re not alone. Stop and ask for directions from our panel of industry-leading customer experience and digital transformation experts. This session will be an open forum, where you are encouraged to ask your pressing questions. Together, we’ll find our way and rebuild our roadmap for the future.

    • How do the basic principles of CX apply to present-day challenges?
    • What have we learned about CX’s role in business continuity planning?
    • How can contact center leaders build unity and continue breaking down silos in a remote environment?
    • What role do technology, automation, and predictive analytics play in tomorrow’s CX?

    Led by ICMI’s Andrew Gilliam and packed with invaluable insights, this panel discussion will equip contact center leaders to serve their customers well, even in the strangest of times. Bring on your toughest questions – we’re here to find solutions!
  • From Scrambled to Strategic: Making the Most of Cloud Technology Recorded: Jun 17 2020 30 mins
    Andrew Gilliam, ICMI
    As safer-at-home orders forced us to abandon our offices, many contact centers franticly adopted cloud solutions that enable agents to work remotely. Although we've satisfied our immediate need, hasty implementations introduce risk to our companies and frustrate our workflows. But with crisis comes enormous opportunity. This session will inspire you to revitalize your strategy, eliminate risk, and maximize the return on your investments. Together, we'll squeeze life's lemons for all they're worth.
  • Transforming Data Into Information That Drives Decisions and Action Recorded: Jun 17 2020 32 mins
    Wendy Fowler, Quality Service Solutions and ICMI Certified Associate; Andrew Gilliam, ICMI (moderator)
    Contact centers are inundated with data through countless reports sent out daily or even intra-day, yet most of the time they are simply just data – not information that helps drive decision making and action. It’s often not the right data, isn't understood by the recipient, and/or hasn't been compiled and analyzed properly. To be more successful and make your reports more valuable, you must eliminate the clutter and cut through the noise. In this session, learn about the difference between data and information, how to present meaningful information, and how to make informed decisions using that information.
  • Creating a Sustainable Remote Work Model for Contact Centers Recorded: Jun 17 2020 31 mins
    Scott Sachs, SJS Solutions and ICMI Certified Associate; Roy Atkinson, ICMI (moderator)
    Once again, contact centers have stepped up and moved from an intensive “brick and mortar” environment to a work from home model to both continue to support their customers and protect their employees during these challenging times. The question now becomes how to transition a remote work environment, sometimes held together by “scotch tape and rubber bands” to a sustainable long-term model.

    ** NOTE: Our originally scheduled speaker, Karen Arnold ("Building Culture with Work-at-Home Agents"), was unavailable due to a personal emergency. Scott Sachs stepped in to present a session on a related topic. We hope you find it equally insightful and valuable. **
  • How Contact Centers Can Evolve Their Strategies After the COVID-19 Crisis Recorded: Jun 17 2020 31 mins
    Josh Streets, Scoreboard Group and ICMI Certified Associate; Andrew Gilliam, ICMI (moderator)
    Many contact centers, even those with carefully crafted disaster recovery plans, were left scrambling to devise rapid responses to the ongoing COVID-19 pandemic. Having personally led such efforts over the years, in response to natural disasters, global events, severe weather, and more, I can say that COVID-19 has required a much, much different strategy, one that we can learn from for the future. For managers and even more senior leaders of the contact centers, it’s important to pump the brakes when some semblance of normalcy returns, objectively analyze the actions taken, and draft an intentional plan to move forward strategically. In this session, learn about the key questions you should ask, what the process looks like, and how to roll out the go-forward strategy.
  • Ask the Experts: The Current State and Future of Agent Experience Recorded: Jun 17 2020 59 mins
    Neal Topf, Callzilla; Becky Roemen, Avtex; Todd Meeks, Neustar; Roy Atkinson, ICMI
    Leading contact centers profess that engaged agents make all the difference! Agent experience (AX) – how agents feel about their employer, processes, and technologies – affects both the customer experience and an organization’s business outcomes. The global economic impacts of COVID-19 make AX more important than ever. If you’re wondering what’s next, you’re in good company!

    This panel discussion, featuring some of the industry's leading experience experts, will be an open forum where attendees are encouraged to ask their urgent questions about agent experience.

    • Do the fundamental principles of AX still apply?
    • How has the value of AX changed? How do you communicate that value?
    • Are there unique challenges to keeping employees engaged right now?
    • How do you manage AX with an increasingly distributed workforce?
    • What are some of the specific causes of frustration and disengagement? How can you address those causes before you feel the effects?

    Led by ICMI’s Roy Atkinson and packed with invaluable takeaways, this panel discussion will undoubtedly help leaders to serve their agents well and adapt to an ever-changing environment. Bring us your questions – we've got the answers!
  • Mitigating the Risks and Human Costs of Authentication Failure Recorded: May 20 2020 61 mins
    Andrew Gilliam (ICMI); Mark Collier, SecureLogix; Roy Atkinson (moderator)
    Authentication is frustrating for customers and agents alike. In addition to being time-consuming and ineffective, knowledge-based authentication relies on an alarming amount of agent discretion. These traditional methods are error-prone and uncomfortable for everyone involved. Protecting customers requires more than simply saying “no”; we must also say “yes” at the right time, every time. The costs of getting it wrong even once may be dire, degrading customer trust, creating stressful conflict between agents and customers, or resulting in costly data breaches.

    Service providers must get it right every single time, so it’s imperative that agents are equipped with the right tools and information to make authentication decisions. While most authentication solutions are cost-prohibitive to all but the riskiest industries, new technology can optimize cost efficiency by intelligently selecting the lowest-cost authentication method for each call.

    In this webinar, we will explore the human costs of authentication failure, including the costs to the customer experience and agent experience. You'll learn why it's more important than ever for agents to have access to real-time, data-driven intelligence to protect your customers and organization.

    Key takeaways:
    • Authentication is a significant source of friction for both agents and customers, and the costs of failure are high.
    • Agents must have the best tools at their disposal to empower good judgment in real-time.
    • Combining data-driven fraud detection with real-time authentication intelligence simplifies the customer journey, improves the agent experience, reduces the cost to serve, and mitigates risk.
  • Boosting Remote Agent Engagement: Collaboration, Gamification, and Reward Recorded: Apr 15 2020 60 mins
    Gina Montague (Infinite Campus); Tamsin Dollin (NICE inContact); Roy Atkinson (moderator)
    Providing consistent service for customers is key to building great customer experience (CX). Work from home agents who collaborate with their teammates and who are engaged in—and rewarded for—their work are likely to raise the level of service while retaining that consistency across the board. Appropriate rewards for the achievement of clear goals can help keep agents on track for continuous improvement while working from home.

    In this webinar, you will learn:
    •How consistency improves customer experience (CX)
    •How data-driven gamification and rewards keep remote 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 Recorded: Mar 18 2020 59 mins
    Neal Topf (Callzilla); Nelson Giron (Clarabridge); Roy Atkinson (Moderator)
    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:
    • How omnichannel communication changes the scope of QM data
    • 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:
    • The wrong technology (added on top of legacy systems)
    • 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:
    • Employee experience
    • 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)
    Recent research on the state of agent experience and engagement in today’s contact centers revealed how and why agent experience (AX) is foundational for good customer experience (CX), and how organizations are measuring AX. Based on this and earlier research on the topic, ICMI has developed a maturity model for AX.

    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:
    - How to approach the challenge of motivating agents over the long haul
    - How to establish a framework for AX maturity
    - The five stages of AX maturity
    - How to improve the agent experience, one step at a time
  • 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.
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  • Title: How to Overcome Omnichannel Challenges to Quality Management
  • Live at: Mar 18 2020 6:00 pm
  • Presented by: Neal Topf (Callzilla); Nelson Giron (Clarabridge); Roy Atkinson (Moderator)
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