Empowering Your Contact Center: The Inside Scoop

View our discussion with Greg Alcorn, President of GCS, about his new book focused on applying “soft skills”. It’s loaded with mostly personal examples, helpful hints, and common-sense principles. The subjects and principles apply to ALL types of relationships – friends, family, and business.

How can you progress CX and what are the first steps you should take to do so? Watch this brief interview between CCNG and NICE inContact where we share some highlights for our upcoming webinar on May 16, 2019.

Join us for this interactive discussion where we will break into bite size pieces what steps you should be taking to build your CX of the future.

Key Takeaways include:
- What do your customers think?
- Maturity Model - Where do you stack up?
- What is the framework for your personalized road map to building your CX of the future?

To register for this webinar, click the "Attachments" tab, and then click the webinar registration link. We'll see you there!

The world of customer experience is continuously evolving. It is common knowledge that you must offer your customers one-on-one interactions that stand out among the rest, but do your agents have what they need to be successful?

Join us as Noel Roberts, CTO for Aria Solutions, along with CCNG, discuss how to enable your agents to be successful by:

-Matching the customer to the right agent
-Centralizing data and reducing the ovewrwhelming number of screens
-Automating mundane, repeatable tasks

Ring in 2019 … Join us for a discussion on how machine learning analytics drives quality assurance.

Here are a few interesting statistics from a study by Siegel and Gale entitled “Simplified CX is Worth $86B. Are You Getting Your Share?”

*64% of consumers will pay more for simpler experiences
*61% of consumers are more likely to recommend a brand because it’s simpler to use

Imagine having machine learning to process and interpret large volumes of data, especially all of your calls -- which drive action through decisions and predictions … on a scale and speed of data consumption that we as humans can’t match. Machine learning is dynamic. It learns and becomes “smarter” the more data it processes.

Forget the debate on statistically significant sample size, and begin to analyze the total population of calls with machine learning. This will better drive targeted action for coaching, developing staff, and identifying broken processes. Machine learning helps us understand “what was said” as well as considering “tone” and “sentiment” (or emotions), all while helping with compliance, security, regulations, etc., and allowing you to focus on the customer experience.

During this webcast, Roger Lee, Director Customer Success for Gridspace, will share his thoughts on how we as contact center leaders, process improvement experts, and quality monitoring gurus can use machine learning speech analytics to improve both the customer and employee experience.

He will provide action-oriented tips to streamline your quality monitoring program:

1. Why now?
2. Why automate and how?
3. How to utilize the analyses from analytics-driven QA for both contact center and enterprise.

Intraday management is one of the highest priorities and most demanding tasks for contact center managers. Mobile self-service provides supervisors with the tools needed to quickly adapt to unexpected changes, manage all aspects of schedules, and better communicate with their agents.

During this webinar we will discuss how to use the mobile app from a managerial and agent point of view, and show how agents can view/change schedules, manage preferences, receive push notifications, shift trade, and more.

Attracting and retaining agents can be a cumbersome task for contact centers. In many ways, they (agents) expect a blending of their work and personal lives. A WFM mobile app keeps agents engaged, provides a better work-life balance, and ensures time management and collaboration, while giving supervisors and analysts the ability to quickly identify problems and take action to ensure proper staffing and service levels are met.

Join us as we discuss how intraday management with a mobile app is helping contact centers to connect and empower their agents.

Perspectives On Leadership is an executive interview series from the CCNG Magnet Program. These one-on-one conversations with Contact Center Leaders explore their perspectives, insights, and experiences on effective leadership. Part of the CCNG Executive Perspectives webcast series.

Contact centers are evolving, allowing customers to self-serve more complex tasks without agent involvement. But when agents must step in, customer experience suffers due to limited access to critical information.

Join us for this live webinar as we discuss how best-in-class organizations are building a unified customer engagement center through the use of softphones and omnichannel widgets - where agents are empowered to focus on the business processes to better serve their customers.

CCNG spoke with member Metro by T-Mobile, a 7-time J.D. Power award winner, to discuss how they achieved this most recent award. Watch this brief interview to learn about the Metro by T-Mobile contact center structure, culture, and leadership that enabled them to be recognized as a leader in the wireless industry.

Let’s face it … we can no longer abide by the working rules of yesteryear. The new generation of contact center agents have grown up using mobile devices, and that means companies need the ability to quickly communicate with their agents and provide a real-time, two-way communication stream. To be successful, organizations need to engage their employees with a WFM mobile app. Empowering your agents with a mobile app leads to a better work-life balance, enhanced communications, and a streamlined scheduling process.

This webinar will explore the impact a mobile app can have on your contact center agents, business, and customer experience.

When your customers communicate with you via chat, phone call, etc., do they have to repeat information already provided when being routed to an agent? Do your call center agents have the tools they need to provide an effective customer service? Watch this 3-minute video and then register to join us for a webinar as we discuss how the tools your agents have access to plays a key role in delivering the right data so you are able to provide the best possible customer experience.

To register for this webinar, click on the "Attachments" box above, then click the link to register.

What are companies with superior customer experiences doing differently? Join industry leaders John Irey and Greg Cummings as they share the strategy behind an effective omnichannel customer care success model. Participate in a discussion on how self-service, AI, and digital tools are shaping the customer journey and how to leverage that knowledge to build a better digital plan. Benefit from shared examples of the best and worst attempts at omnichannel and get equipped with the tools necessary to build your own strategy.

Greg Cummings - Greg has 20 years of industry experience in consulting, operations, and contact centers -- helping to drive process improvement through an outcomes based methodology. He is currently Manager Global Channels with NICE inContact.

John Irey - John, a contact center Principal Consultant at Mindsight, is an 18 year veteran assisting in the full life cycle of contact center engagements. His experience in both solutions and deployment engineering roles gives him deep insight into the strategy behind developing an omnichannel contact center solution for every business need.

The digital customer experience is moving at a rapid pace. Many of us have engaged in the digital conversations taking place, but how are you addressing CX in this digital age? Are you looking ahead and planning for the future? We need to begin now to develop a strategy so we are prepared to address customer concerns via social, mobile, and more. Watch this brief 5-minute interview with Greg Cummings as he shares some highlights of our upcoming webinar on October 16th.

To register for the live webinar, click on the "Attachments" box below, then click the link to register.

Join us for an interactive discussion where you can ask key questions and take away practical recommendations for calming the chaos in your contact center.

Every modern contact center seems to struggle with common challenges including:

*Applying interaction data to improve customer experience and retention
*The quarterly "wrangling" of operational costs
*Maintaining quality performance standards across decentralized teams

Keeping all these "balls" in the air makes it hard to think strategically about how to generate greater efficiency and value. Don't miss this conversation as we work to minimize the chaos so you can see the overall picture more clearly.

Greg Cummings - Greg has 20 years of industry experience in consulting, operations, and contact centers -- helping to drive process improvement through an outcomes based methodology. He is currently Manager Global Channels with NICE inContact.

Wade Myers - Wade has 10 years of experience in voice and data recording solutions for a wide variety of industries focused on solutions high in quality, ease of use, and customer satisfaction.

Take a look at this brief video interview with CCNG member Daniel Weiss as he shares his thoughts about participating in a recent CCNG networking event at the Coca-Cola customer operations center in Charlotte, NC. Listen as Daniel discusses the high level of interaction and engagement that took place, and how willing everyone is to share with the group.

Consumers are not as likely to fill out surveys as they once were. Survey programs across all industries are struggling to obtain both the quantity and quality of data required to make intelligent decisions. Does this mean that customers are providing less feedback to organizations? Hardly! Feedback is happening all around in new and exciting ways. It’s time that we evolve our ability to listen. Learn the best ways to capture unstructured feedback and take your Voice of the Customer program to the next level!

Do you survey your customers? Are you getting the quality or quantity of data that you did in the past? How do we evolve to break the survey mentality and tap into the "treasure trove" of data? Watch this 4-minute interview with Nate Brown as he shares some highlights for an upcoming live webinar on August 14th.

Gartner says that by 2022 contact centers will be handling 12 customer channels on average. Some are emerging and some are shrinking…Which channels you adopt will depend on your specific situation. Join Noel Roberts, CTO at Aria Solutions, to learn about industry trends and understand what your peers are doing to support omnichannel.