The CCNG Magnet Program connects top contact centers and the people who run them throughout the industry. It’s a unique extension of CCNG’s mission and helps members share best practice information, insight, and experience.
RecordedJul 1 20108 mins
Your place is confirmed, we'll send you email reminders
Noel Roberts, CTO and VP Marketing, Aria Solutions
On average agents are handling 3-4 channels and Gartner predicts that by 2020 organizations will need to address 12 emerging customer channels. In this webinar, Noel Roberts, CTO from Aria Solutions, will discuss how you can arm your agents with the right tools and processes to provide great customer engagements.
Dan Hale, Managing Director Customer Care, Best Western
Join this re-released conversation as we discuss how Best Western Hotels and Resorts' contact center used a continuous cycle of improvement to drive employee engagement 20% higher. You’ll hear Best Western’s step by step process and be given specific examples of how it worked in their center.
Alton Harewood, Solutions Consultant and Kara Allen, Global Workforce Management/Optimization, 8x8
Join this re-released conversation with Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization for 8x8, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.
As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation. And far from being the domain of only large corporations – organizations of all sizes must now seek to gain insight into how customer experience is executed and ways to improve.
Gamification is still a hot topic within the contact center world. Most 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 utilizes games tied to key performance metrics and has found the program to be very successful. During this webinar, Casey Kostecka will share Convergent's gamification experience, actual metric improvement results, and ROI data.
Providing an effortless employee experience is critical in delivering memorable customer service. How do you ensure that your customer service professionals are communicating accurate and complete information when they interact with your customers/clients? How do you know your customer service professionals are providing appropriate products/solutions to better serve your customers/clients?
Join us for this discussion in which Roger Lee, Director - Customer Success for Gridspace, will share his thoughts on how to utilize machine learning speech analytics to provide agent assistance to improve both the employee and customer experience.
It takes an average of 11.5 weeks to onboard just one agent - and one in three agents will leave your organization within the year. The time to reimagine your approach to onboarding has never been more critical.
With a new way of thinking about onboarding agents, you can speed up time-to-competency, mitigate early turnover, and continuously build capability on-the-job, which will ultimately drive better business performance. We’ll give you 3 key principles that call center leaders, including BT Consumer, the UK’s largest provider of broadband services, are applying to their business to improve results.
Is your training making your agents feel confident or stupid? Nobody wants to feel stupid. Nobody wants to be asked a question that they don't have the answer to. By changing how you train and support your agents you can remove any feelings of inadequacy and instead help your agents be confident and successful, even when they don't know all the answers.
CCNG conducted a survey of its members to see how they measure the cost of attrition. The findings surprised us!
Join us for this webinar as we 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 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
We hear a lot about ensuring our customers have an "effortless" experience. But what about our agents? How do we ensure our agents have the tools and information they need to maximize their time while engaging with a customer?
Watch this brief 7-minute video where CCNG's David Hadobas and Roger Lee, Director Customer Success for Gridspace, discuss some key points for an upcoming live webinar on June 6th. Reserve your seat now and bring your questions so you can be be part of the discussion!
Chris Bauserman, VP Segment and Product Marketing, NICE inContact
Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Your customers, and your c-suite, are pressuring you to innovate and improve. But how do you take the first step and keep on pace on your transformation -- while executing on the daily operational pressures?
Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future.
We will discuss:
- New consumer research: How are your customers' expectations changing?
- CX Maturity Model diagnostic: Where do your CX operations stack up vs. your peers?
- Personalized next steps: What 2019 hot topics are right for you to adopt?
Joseph Michelli, Chief Experience Officer, The Michelli Experience
Join CCNG and best selling author Joseph Michelli as we discuss how to drive loyalty and engagement to achieve an outstanding customer experience.
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.
During this interview, Joseph will explain the essential competencies needed to deliver outstanding experiences to every customer, every time – no excuses. He will share context and tools to elevate the experience of your internal and external customers by focusing on and integrating people, process, and technology.
CCNG's Executive Director - Magnet Program, Lon Hendrickson, interviewed Lark Will of eBay regarding her "Perspectives On Leadership." Watch this interview as Lark shares her insights and experiences relating to omnichannel and how to ensure brand consistency across all channels.
We invite you to view our discussion with Greg Alcorn, President of GCS, about his new book entitled "7 Dumb Things We All Say: Smart Ways to Improve Every Relationship" which focuses on applying “soft skills”. It’s loaded with personal examples, helpful hints, and common-sense principles. The subjects and principles apply to ALL types of relationships – friends, family, and business.
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.
Chris Bauserman, VP Segment and Product Marketing, NICE inContact
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!
Noel Roberts, CTO and VP of Marketing, Aria Solutions
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.
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.