Empowering Your Contact Center: The Inside Scoop

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Presented by

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

About this talk

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.

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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.