Leveraging the Contact Center to Help Customers Embrace Change

Presented by

Brad Snedeker, Calabrio; Jim Lavery, VP, Desert Schools Federal Credit Union; Paul Stockford, Saddletree Research

About this talk

Change can be confusing and scary for even your most loyal customers. Stay ahead of negative sentiment by tapping into the data generated within your contact center. CCNG CEO David Hadobas is joined by Brad Snedeker from Calabrio, Paul Stockford from Saddletree Research, and Jim Lavery from Desert Schools Credit Union as they discuss the contact center’s role in helping your customers embrace change. Discover how financial institutions are leveraging the contact center to navigate an evolving banking landscape—especially the recent transition to EMV payment cards. You’ll also learn how new technologies like analytics can support customer-facing business changes by allowing you to pinpoint your customers’ reaction to those changes.

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.