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Top 50 Call Center Optimization Best Practices

From Orlando, FL to Boston, MA to Portland, OR, hundreds of call center executives, managers and IT professionals from top organizations participated in the 2009 Call Center Optimization Forum in cities throughout the world. We have assembled 50 of the top best practices being used by leading contact centers today to share them with you in this dynamic 60-minute webcast. Please join CCNG as we talk with CCOF expert organizations VPI, MindShare, Cicero, Pipkins and FurstPerson about these best practices shared throughout 2009.
Recorded Nov 11 2009 75 mins
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CCNG, VPI, MindShare, Cicero, FurstPerson, Pipkins
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  • Panel Discussion - CX Transformation Begins with Culture Sep 9 2021 6:00 pm UTC 57 mins
    Scott Schoenherr, Mary Hall, Max Ball
    You have probably heard the quote "Culture eats strategy for breakfast." As you embark on your CX transformation journey, the first step is to focus on your culture. You can introduce all the state-of-the-art technology, but if you don't address culture first, your transformation is going to fall short. Including your front-line early in the strategy, getting buy-in, and focusing on creating a customer-centric culture can accelerate the results of your CX transformation.

    Join us for an interactive conversation as we discuss:

    *Why is culture so important to a successful CX transformation?
    *How do you get started with assessing your current culture?
    *How do you identify what changes need to be made?
    *What has been the impact of your culture changes to overall CX?

    Our panelists for this discussion include:

    - Scott Schoenherr, SVP Operations/Technology, Healthcare Claims Management
    - Mary Hall, Founder and CEO, CultureWise Consulting
    - Max Ball, Director of Product Marketing, RingCentral
  • Why Performance-Based Training Requires Automation Aug 5 2021 6:00 pm UTC 61 mins
    Mike Roberts, Citi; Trey Fischer, Kat Lan Tat Services; Dan McCann, SymTrain
    Contact Centers are relied upon to deliver the customer promise. While the challenge to ensure a superior customer experience through training and retention has always been a seemingly never-ending battle, 2020 thrust increased demands on trainers and trainees alike. It upended organizational objectives, expectations, and resources.

    In this panel discussion you'll learn not only why work simulations have propelled performance-based training, but also how the latest technology gives organizations the opportunity to create, manage, and deploy real world simulations that reduce training time, improve agent performance, and increase retention.

    You'll learn about peer company results along with a CCNG sponsored survey that resulted in a white paper: 5 Reasons Performance-Based Training in Contact Centers Requires Automation.
  • The Real Value of Great Communication Jul 8 2021 6:00 pm UTC 23 mins
    Deken Willmore, Director of Enterprise Sales, Emmersion
    The real value of communication comes from being understood and understanding others via verbal or written communication. Bad CSAT scores are most often tied back to bad/poor communication. If an organization can eliminate variability in someone's speaking proficiency, it directly impacts the type of attrition and bad hires that are happening. Having a resource to accurately screen and filter, with 3rd party objectivity, gives organizations the confidence they need to deliver better customer experiences.
  • The Cure for Contact Center Frustration Jun 24 2021 6:00 pm UTC 14 mins
    Robert Bradshaw, President, Got/IT
    For too long, contact centers have been unable to continuously and precisely value the true cost of decisions across each contact channel and team in a way that is actionable, understood by everyone from C-level to agent, and manageable. Financial efficiency measures the true cost of decisions before committing, enabling contact centers to improve existing resource engagement and productivity upwards of 70% in less than 12 months.

    Join us for this interactive conversation as we share:

    *How to improve productivity upwards of 70% in less than 12 months
    *How to learn the true cost of decisions before committing
    *How to continuously outperform any threat of outsourcing
  • Work Streams Affected by Work at Home - Moving From Emergent to Best-in-Class Recorded: Jun 17 2021 24 mins
    Eric Berg, CEO, ContactCenterPro Consulting
    In 2020 we all had to move fast in order to ensure our customers received the level of service they needed. Now that things have leveled off, many companies are looking at their long term plans and realizing they need to review all work streams affected by moving to a work from anywhere model and either modify or improve their technology and standard operating procedures.

    Join us for this interactive discussion in which we will share:
    *An overview of all work streams affected by a work from anywhere model
    *How you can move from emergent to best-in-class with your remote workforce
  • AI Regulation and the Contact Center Recorded: May 27 2021 19 mins
    Vince Lynch, CEO and Owen McGrath, Head of Sales, IV.AI
    What do Facebook, a COVID19 prediction model, and Bronx Honda all have in common? All three were specifically referenced in a recent FTC announcement aimed to encourage “truth, fairness and equity” in the use of AI. That same week, the European Union proposed comprehensive AI regulation as well. What this likely means is that regulation is coming to AI soon, and it's now a great opportunity to talk about the negative outcomes that can arise from poorly implemented AI. Specifically, how do we spot bad actors in AI overhyping what the technology can do? And how can we ensure the AI systems we implement are not flawed by human bias?

    Join CCNG President and CEO, David Hadobas, along with Vince Lynch and Owen McGrath of IV.AI as they dive into:

    What might upcoming AI regulation in the US look like?
    For those in the contact center that have or are considering implementing AI technologies, what do they need to know?
    What can industry stakeholders do to ensure they’re implementing best practices?
    How do we conduct due diligence on AI vendors?
  • How Real-Time AI will Transform the Call Center Recorded: May 20 2021 18 mins
    Scott Stephenson, Co-Founder, CEO Deepgram
    Real-time speech transcription, analysis, and enablement is now a reality. Post-call analysis and selective call auditing has brought you more information and insights on your customers, but what can you do with real-time transcriptions for all your calls? Learn how enterprises can unlock new opportunities with transcription, analysis, and enablement that’s available in milliseconds for every single call.

    In this session, you will:

    - Discover opportunities for agent enablement tools to increase first call resolution
    - Learn about advances in Conversational AI/Voicebots to reduce agent load
    - See how sales can use real-time transcription to identify upsell opportunities and increase revenue
    - Envision what the call center of the future would look like with real-time AI solutions
  • Taking a Chapter on Customer Experience from a CX Expert Recorded: Apr 6 2021 7 mins
    Bob Azman, Founder and CXO, Innovative CX Solutions
    Author, CX expert, and CCNG member Bob Azman talks about the latest collection of insights from CX leaders included in the newly updated and released book - Customer Experience 3, the third in a series of books that are a collection of the best and most innovative ideas of customer experience professionals from around the globe.
  • Executive Dialogues: 1A Auto AI Case Study Recorded: Mar 25 2021 20 mins
    Nicole Cummings, Director Contact Center, 1A Auto
    Nicole Cummings shares details and results of their successful initiative to apply Artificial Intelligence (AI) to the email channel at 1A Auto. This case study is part of the CCNG Executive Perspectives Series.
  • State of the Call 2021 Recorded: Mar 1 2021 59 mins
    Alex Algard, CEO, Hiya
    Did you know that 94% of unknown calls go unanswered? Or that customers prefer to be contacted by voice by their financial, insurance, and healthcare providers?

    Hiya analyzes more than 13 billion calls each month and recently conducted a market survey of consumers and businesses to give you the full picture of the state of the call in 2021.

    During this webinar Hiya CEO, Alex Algard, discusses Hiya's annual report results on the key voice call trends identified for 2021.
  • Member Talk - Why Performance Based Training Requires Automation Now Recorded: Feb 5 2021 13 mins
    Dan McCann, CEO, SymTrain
    CCNG member Dan McCann of SymTrain discusses a recent study of 100 contact center managers on the topic of performance based training and how/why automation is needed. This study was featured in a subsequent white paper which may be downloaded from the attachments tab.
  • Why Your Contact Center's Success Depends on Conversational Automation in 2021 Recorded: Jan 21 2021 55 mins
    Derek Roberti, VP Technology, Cognigy
    Since the Global Financial Crisis of 2008 there has been pressure on all departments to reduce costs, streamline operations, slash headcounts, and become more efficient. The catch is that you also have had to deliver improved results – and all in a business environment that is more complex, more interlinked, and more competitive than ever before. This is where AI comes into play.

    Is AI about to take over contact centers entirely? No. But it is going to power all their interactions, even the human agent ones, as we shall see.

    Derek Roberti, VP Technology, North America at Cognigy, joins David Hadobas for this webinar replay to discuss the benefit and actions that can be taken with AI in 2021 to:

    - Enable cost reduction, performance improvement and new possibilities for customer communication
    - Address business challenges across departments, teams and functions
    - Impact contact center metrics, KPIs and insights
  • 2021 Industry Expert Contact Center Predictions Recorded: Jan 7 2021 61 mins
    Roger Lee, VP Customer Success, Gridspace; Richard Kenny, Sr Mktg Mgr-Contact Center, Poly; Ron Owens, SVP Operations, Avtex
    In case you missed the original live recording of this CCNG Fireside Chat, we invite you to register and join us for the replay. The new year is here and it's time to plan for the ever changing needs within our industry.

    Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment.

    You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike. Learn how to address, manage and utilize:

    *People
    *Process
    *Technology
    *And Implementation Strategies for 2021 ...
  • CCNG Member Talk -- Stronger Through Adversity Recorded: Dec 18 2020 7 mins
    Joseph Michelli, Author
    Join us as CCNG President and CEO David Hadobas speaks with author Joseph Michelli regarding his new book "Stronger Through Adversity".

    COVID-19 has disrupted business and life in ways we never imagined. Within days of the outbreak, Joseph Michelli―the world-renowned business expert who has cracked the leadership codes of Starbucks, Airbnb, Mercedes-Benz USA, and many other top companies―went to work. He contacted 140+ senior leaders at major companies about their specific challenges and how they were meeting them―getting raw yet thoughtful real-time insights into a crisis that will define an entire generation of leaders.

    You’ll get invaluable insights into crisis management, keeping employees and customers safe, maintaining a culture of engagement, and rapidly innovating. Applying powerful leadership methods used by Microsoft, Starbucks, Google, DHL, Target, Verizon, Kohl’s, Marriott, and many others, you’ll seize and hold the competitive edge in your industry.
  • Executive Dialogues: Getting Started with AI in the Contact Center Recorded: Dec 17 2020 49 mins
    Vince Lynch, CEO, IV.AI
    Magnet members and senior leader guests join Lon Hendrickson for Executive Dialogues, a forum for you to explore strategies and ideas in a facilitated, round-table format, featuring insight from industry thought leaders and personal experience from executive colleagues.

    Topic: Artificial intelligence in the Contact Center -- Getting Started
  • Contact Center Digitalization In the Pandemic Era (and Beyond) Recorded: Nov 12 2020 55 mins
    Heather Pena, Director-Webchat & Operations, NRG and Sam Hahn, Technology Evangelist, eGain
    COVID-19 has changed everything. Consumers are still very wary of exposure to the virus and want to get more things done digitally. While this has always been the case with millennials and Gen Z, COVID-19 has forced older demographics, who are even more concerned about virus exposure, to go digital when it comes to interacting with businesses. The same old limited digital service capabilities do not cut it in this new environment.

    What are the new digital requirements for contact centers? How are leading companies leveraging digital to scale customer service cost-effectively?

    Join us for this webinar replay featuring Heather Pena, Director - Webchat & Operations, NRG, and Sam Hahn, Technology Evangelist, eGain Corporation, as NRG shares its success with digital customer service.
  • Codependency in the Customer Engagement Center Recorded: Oct 22 2020 60 mins
    Ron Owens, SVP Operations, Aria Solutions
    Codependency in the Customer Engagement Center -- the relationship between agent enablement and customer experience.

    Contrary to the typically negative connotation of codependent relationships. the relationship between agent enablement and a positive customer experience is critical. While some organizations regard agent enablement initiatives as a way to meet internal goals -- such as improving retention, curbing turnover, or improving efficiency, the reality is that investments in agent enablement can have a dramatic impact on customer experience.

    During this webinar we’ll discuss some tactics to improve agent enablement that can lead to a better customer experience. For example, organizations that employ successful CRM solutions and integrated business processes are better positioned to have empowered agents delivering personalized service. This not only delivers higher agent satisfaction, but also happier customers, due to faster and more personalized service!
  • CX: Moving Customer Service to Customer Experience and Benefits to your Business Recorded: Oct 1 2020 43 mins
    Kristina Evey, Customer Experience Expert and Consultant
    CCNG partner Aggregage talks with Customer Experience Strategist Kristina Evey on Moving Customer Service to Customer Experience and How It Benefits Your Business.
  • Developing and Executing Effective CX Metrics, Measurements, and ROI Recorded: Sep 24 2020 53 mins
    Bob Azman, Founder - Innovative CX Soultions LLC
    CCNG partner Aggregage talks with Bob Azman on Developing and Executing Effective CX Metrics, Measurements and ROI.
  • CCNG Member Talk - Employee Engagement Recorded: Sep 10 2020 22 mins
    Charity Grzelecki, FNOL Supervisor, Selective Insurance
    CCNG member Charity Grzelecki of Selective Insurance shares insights and perspectives relating to Selective's best practices for employee engagement.
CCNG member topics for contact center& customer care professionals
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.

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  • Title: Top 50 Call Center Optimization Best Practices
  • Live at: Nov 11 2009 6:00 pm
  • Presented by: CCNG, VPI, MindShare, Cicero, FurstPerson, Pipkins
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