Empowering Your Contact Center: The Inside Scoop

Increasing customer expectations, more channels to serve and fewer resources to do it have combined to make the job of providing quality customer service more stressful than ever. And frequently contact center leaders to have few (if any), professional peers within their organization who truly understand their day-to-day challenges. As a result, it’s all too common to feel isolated and lacking perspective. Industry conferences can offer a refreshing antidote, providing strong doses of camaraderie, peer-to-peer sharing, inspiration and education – all in one tidy package.

Join CCNG as we talk with industry pioneer and ICMI founding Partner Brad Cleveland about the state of the contact center industry and the goals of ICMI’s face-to-face events. Hear from Dee Kohler, VP Member Services, Blue Cross/Blue Shield of Nebraska about the value she’s seen from both attending and sending team members to ICMI conferences. And get a preview of the upcoming ACCE Conference & Expo (June 14-16 in New Orleans, LA) from Joy Sobhani, Conference Director for ICMI.

Whether you’re looking to expand your professional network, gain insights on overcoming challenges and improving your customer experience, or just a good excuse for your company to pay for a trip to New Orleans, you’ll want to listen in on this engaging webinar.

Recorded May 17 2010 19 mins

Your place is confirmed,
we'll send you email reminders

Watch for free

Presented by
Brad Cleveland, founding Partner, ICMI, Dee Kohler, VP Member Services, BCBS Nebraska, Joy Sobhani, Conference Director, ICMI

Presentation preview: Empowering Your Contact Center: The Inside Scoop

Network with like-minded attendees

Add a photo
- [[ session.user.profile.displayName ]]
- [[ session.user.profile.jobTitle ]]
- [[ session.user.profile.companyName ]]
- [[ userProfileTemplateHelper.getLocation(session.user.profile) ]]
- [[ card.displayName ]]
- [[ card.jobTitle ]]
- [[ card.companyName ]]
- [[ userProfileTemplateHelper.getLocation(card) ]]

Channel
Channel profile

Contact Center & Customer Care Best Practices

Understanding Digital Transformation Nov 29 2017 6:00 pm UTC 60 mins

Tim Gogal, Director US East Digital Engagement, Avaya

As customer service professionals, we sit in the midst of the most important paradigm shift within the industry today – the Digital Transformation. This shift has brought more focus on and relevance of the business potential of contact centers than ever before. In this session, we’ll take a look at why Digital Transformation matters, what it means, and how organizations are successfully redefining their contact centers for extended reach and impact. No longer can we hide behind old technological limitations that may have prevented responsive, personal interactions. Today customers are demanding great experiences and are driving change. Either we give them the TLC they are looking for…. or our competitors do it for us.

Save your seat
Exploring the CX Dichotomy: Improve the Customer Experience While Reducing Costs Nov 8 2017 6:00 pm UTC 60 mins

Chris du Toit, Chief Marketing Officer, Jacada

Delivering an outstanding Customer Experience while maintaining or reducing costs is a dichotomy – On the one hand you’re under pressure to improve both self-service and contact center efficiency, and on the other hand you have a mandate to improve the customer experience across a number of metrics such as NPS and more. These goals are seemingly at odds and makes your role as a CX practitioner all the more difficult.

Join this webinar to explore the CX challenges organizations are facing today and how to most effectively accelerate your CX initiatives. The discussion will cover three primary topic areas that are hot in the industry: (1) How to improve self-service utilizing Visual IVR, Natural Language and chatbots, (2) Techniques for improving contact center efficiency while removing the digital to voice disconnect, and (3) How to optimize your back office processes with Robotic Process Automation.

This is an interactive session and participants are encouraged to submit questions.

Save your seat
Greater Phoenix Rising from the Desert Recorded: Aug 1 2017 60 mins

Brad Smidt, Senior Vice President, Greater Phoenix Economic Council

Over the past two decades, the Greater Phoenix region has become a dynamic hub for contact center operations. Industry titans such as USAA, American Express, State Farm, and Charles Schwab all call the region home and have significant business here. Not only are these operations still growing, others are following and ultimately finding success. From the business-friendly tax and regulatory environment, to a unique and vibrant quality of life for employees, find out how the history of Greater Phoenix has created the perfect environment for customer care operations to thrive.

Watch now
“Game On!”: Using Gamification to Increase Performance and Employee Retention Recorded: Jul 13 2017 56 mins

Casey Kostecka, Chief Business Development Officer, Convergent

Gamification has been the hot new topic within the contact center world for the past year or two. Most all contact center leaders understand the appeal of incorporating game mechanics into their operations, and can visualize the excitement and subsequent employee engagement the games will promote. Yet most contact centers still haven't implemented gamification, due to the limited, real world ROI information available. Convergent Outsourcing has been utilizing games tied to key performance metrics for the past two years. During this webinar, Casey Kostecka, Convergent Outsourcing's CBDO, will share Convergent's gamification experience, actual metric improvement results, and ROI data.

Watch now
Contact Center Deployment Models - Is Cloud the Right Choice for Everybody? Recorded: Jul 10 2017 36 mins

Michael Wiesblatt, VP Sales, Altivon

In today’s market, in almost every buying process, companies are struggling to choose which way to deploy new technologies to support their customer service strategy. Moving applications to the cloud is no longer just a fad or buzzword. Large enterprises are building their entire IT strategy around the cloud. The problem is that there are some significant factors that cannot be ignored when considering deploying a customer facing, mission critical solution like the contact center technology in the cloud. In today’s discussion, we will explore some of the market trends, recommended steps to take to assess what is the right path forward, and key things to consider when deciding on a deployment strategy.

Watch now
Stop Sending Bad Surveys Recorded: Jun 20 2017 51 mins

Roger Lee, Solutions Marketing Director, OpenText

When your mother told you to “listen twice as much as you speak” she was right! With survey fatigue at an all-time record high, common sense will prevail to stop asking for feedback in bad surveys and start to listen more to what our customers are saying with the right survey techniques. Join Roger “Dr. WFO” Lee from OpenText Qfiniti and CCNG President David Hadobas as they discuss the alarming upsurge in bad surveys and best practices for collecting feedback that requires more “listening” than “asking”.

Watch now
The Hidden Costs of Employee Attrition Recorded: Jun 1 2017 59 mins

Ron Davis, CEO, Tenacity

CCNG, in partnership with Tenacity, conducted a survey of CCNG members to see how they measure the cost of attrition. The findings surprised us! Participate in this webinar to learn from your peers how to properly measure attrition costs, and discover what steps you should take to prepare your organization to address this chronic problem.

During this webinar with Ron Davis, CEO of Tenacity, we will discuss:
*What your peers are doing to measure the costs of attrition
*Key errors to watch out for when you calculate your costs
*A framework that any executive can use in order to comprehensively measure the costs of attrition

Watch now
Five Tips to Maximize Your Online Customer Community Recorded: Mar 1 2017 52 mins

Roger Woolley, CCNG Member and Independent Consultant

In the fast pace world we live in today, customers are looking for quick, easy and effortless experiences to solve their problems. Companies, on the other hand, are striving to engage with their customers more often and build stronger relationships.

Online communities are well suited for these ongoing conversations where companies can strengthen their brand, lower support costs, and provide an easy way for customers to learn from each other.

Online communities are one of the fastest growing destinations for asking product questions, requesting product enhancements, and obtaining technical support. Learn how these five tips will maximize your online customer community and elevate your customer’s experiences.

Watch now
Core Customer Experience Competencies That Drive Loyalty and Engagement Recorded: Feb 9 2017 48 mins

Joseph Michelli, Chief Experience Officer, The Michelli Experience

As you know, outstanding customer experiences don’t happen by default. They are the result of well-designed products and processes that consistently meet needs, reduce effort, and deliver memorable moments.

Dr. Joseph Michelli, a Certified Customer Experience Professional, has helped and written about companies recognized for their customer experience excellence (e.g. The Ritz-Carlton Hotel Company, Zappos, Starbucks, Mercedes-Benz). In this webinar, Joseph will outline the “essential competencies” needed to "deliver outstanding experiences to every customer, every time – no excuses.” Join us for context and tools to elevate the experience of your internal and external customers by focusing on and integrating people, process, and technology.

Watch now
Six Ways to Modernize the Contact Center in 2017 Recorded: Dec 15 2016 58 mins

Brad Snedeker, Director of Innovation, Calabrio & Nancy Jamison, Principal Analyst - Digital Transformation, Frost & Sullivan

Millennials have been flooding the workplace for a number of years, and with them they have brought change. In particular, this emerging workforce has had a big impact on customer contact with different requirements, attitudes, and technology. Is your contact center ready to handle the changing needs of the new workforce?

Watch now
CSR Recruiting, Hiring and Retention Recorded: Dec 9 2016 38 mins

Andrew Decker, Customer Care Manager, VSP

VSP shares their success story for improving the recruiting, hiring, and retention process of their front line CSRs

Watch now
Value of Call Recording in the Cloud Recorded: Nov 10 2016 24 mins

Mike Berlin, Senior VP Global Sales & Business Development, TelStrat

This webinar introduces Engage WFO SaaS™ (Software-as-a-Service), a managed service from TelStrat providing advanced call recording, quality management, analytics, and workforce management. We will describe the benefits of moving to a cloud-based subscription model, explore deployment options and multiple use cases. Learn how you can lighten the workload for your IT department while always having access to the most current software features. If you need to do more with less, increase productivity and customer satisfaction, and provide a clear view of performance, don’t miss this webinar.

Watch now
Top 10 Best Practices for WFO Recorded: Nov 9 2016 48 mins

Brad Snedeker, Director of Innovation, Calabrio

Best Practices means many different things to many different people, but there are some common themes across all contact centers where best practices can be applied. In this webinar we will discuss the Top 10 industry-proven Best Practices for Workforce Optimization and techniques for applying them to your contact center.

Watch now
Analytics and Automation Recorded: Jul 22 2016 17 mins

Richard Kenny, Head of Global Contact Centre Marketing, Plantronics

With the increasing pressure on organizations to both reduce costs and improve service quality, organizations are re-inventing their service & support to automate tasks and understand customer intentions to provide a more personalized experience.

Watch now
The Quality Conversation: Driving Desired Results in Contact Centers Recorded: Jul 12 2016 25 mins

Bob Davis, Founder and CEO, Robert C. Davis and Associates

Get an overview of Robert C. Davis and Associates’ exclusive methodology called The Quality Conversation. RCDA founder and CEO Bob Davis will talk about this winning approach, his book The Quality Conversation, and practical examples of how the approach drives desired results in contact centers. The results have included higher close rates, exceptional sales and retention numbers, dramatically improved customer experiences, millions of dollars in added revenue, and more. Bob will tell the success stories of clients DIRECTV/AT&T and Police and Fire Federal Credit Union after RCDA implemented customized programs in their contact centers.

Watch now
Chasing Service Excellence Recorded: Jun 9 2016 12 mins

Chris Lawson, Managing Partner, Lawson Concepts

Contact centers are plagued with three customer experience issues and how to address them – CX differentiators, delighting customers, and the digital experience. Customer experience programs provide remarkable opportunities to improve customer satisfaction and reduce costs, but many companies fall short and struggle with ways to solve these issues.

Watch now
The Customer is Not Always Right Recorded: May 25 2016 12 mins

Amas Tenumah, Founder and CEO, BetterXperience

In his new book, The Curated Experience, Amas argues that customer experience efforts often fail because leaders do not start with the why. Many leaders do not clearly articulate the business case of delivering on the Customer experience in a language that even the CFO can get behind. Amas then goes on to lay out the how ... he talks about the three pillars – Liberating Structures, Empowered People and Data Driven Technology. You may learn more about Amas from his blog at amastenumah.com.

Watch now
Building the first (and only) DIY Call Center Network - Together! Recorded: Apr 7 2016 33 mins

Kathryn Jackson, Associate, ResponseLearning

Collaboration is the name of the game these days. The contact center industry is too big for any one person or company to have all the answers. We all need to have a cadre of like-minded experts available at a moment’s notice (or at least at the swift click of a mouse). Join us to learn how the collaboration between iLearnCallCenter.com and CCNG members is going to build the first and only smarty pants “do it yourself” call center network. The launch pad is ready – are you?

Watch now
Market Leading Omni-Channel Customer Experience from Aria Solutions Recorded: Mar 21 2016 21 mins

Rob Church, President, Aria Solutions

This webcast with President of Aria Solutions, Rob Church, will give a brief overview of Omni-Channel products and services provided by Aria, including full project implementations, workforce optimization solutions, contact center analytics, and agent productivity.

Watch now
From Call Center to Customer Experience Recorded: Mar 18 2016 22 mins

Richard Kenny, Head of Global Contact Centre Marketing, Plantronics

End users say the industry runs customer service teams and contact centers, and analysts write about customer experience. What do we call our industry and where does it fit into the wider organization? Richard Kenny and David Hadobas discuss how organizations have evolved from a call center model into a wider organizational approach that helps brands deliver enhanced customer experience.

Watch now

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.

Upcoming webinars (2)
Recorded webinars (245)
Subscribers (5,640)

Channel RSS feed

Empowering Your Contact Center: The Inside Scoop

Network with like-minded attendees

Contact Center & Customer Care Best Practices

Embed in website or blog