Hi [[ session.user.profile.firstName ]]

Value of Call Recording in the Cloud

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.
Recorded Nov 10 2016 24 mins
Your place is confirmed,
we'll send you email reminders
Presented by
Mike Berlin, Senior VP Global Sales & Business Development, TelStrat
Presentation preview: Value of Call Recording in the Cloud

Network with like-minded attendees

  • [[ session.user.profile.displayName ]]
    Add a photo
    • [[ session.user.profile.displayName ]]
    • [[ session.user.profile.jobTitle ]]
    • [[ session.user.profile.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(session.user.profile) ]]
  • [[ card.displayName ]]
    • [[ card.displayName ]]
    • [[ card.jobTitle ]]
    • [[ card.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(card) ]]
  • Channel
  • Channel profile
  • How a Mobile App Enhances Your Contact Center Strategy Jan 9 2019 7:00 pm UTC 60 mins
    Ben Couch, Solutions Architect, OpenText
    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 demonstrate 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.
  • In WFM Apps We Trust! Dec 5 2018 7:00 pm UTC 60 mins
    Brandon Rowe, Sr Manager - Product Marketing, OpenText
    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.
  • Empowering Your Agents with CTI and Omni-Channel Widgets Recorded: Nov 13 2018 56 mins
    Johannes Fischer
    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.
  • A CCNG Member Interview with Metro by T-Mobile Recorded: Oct 31 2018 7 mins
    Greg Pressly, VP Customer Operations, and Hope Norris, Staff VP of Customer Operations, Metro by T-Mobile
    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.
  • Mobilizing Your Workforce - How mobile apps are changing the way we connect Recorded: Oct 30 2018 61 mins
    Brandon Rowe and Roger Woolley
    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.
  • Empowering Your Agents -- An Interview with Johannes Fischer Recorded: Oct 17 2018 4 mins
    Johannes Fischer and David Hadobas
    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.
  • Best Practices for Developing a Digital Customer Experience Strategy Recorded: Oct 16 2018 62 mins
    Greg Cummings and John Irey
    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.
  • Developing a Digital CX Strategy - An Interview with Greg Cummings Recorded: Oct 3 2018 6 mins
    Greg Cummings and David Hadobas
    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.
  • Calm Operational Chaos and See Cloud More Clearly in Your Contact Center Recorded: Sep 25 2018 56 mins
    Greg Cummings and Wade Myers
    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.
  • A CCNG Member Interview with Daniel Weiss Recorded: Sep 10 2018 3 mins
    Daniel Weiss / David Hadobas
    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.
  • Voice of the Customer: Breaking Survey Mentality Recorded: Aug 14 2018 59 mins
    Nate Brown, Co-Founder, CX Accelerator
    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!
  • Customer Feedback Perspectives - An Interview with Nate Brown Recorded: Aug 10 2018 4 mins
    Nate Brown, Co-Founder, CX Accelerator and David Hadobas, President and CEO, CCNG
    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.
  • Omni-Channel Support: What Emerging Channels Should You Adopt? Recorded: Jul 25 2018 62 mins
    Noel Roberts, CTO and VP of Marketing, Aria Solutions
    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.
  • Member Insights and Feedback - Omnichannel Support Recorded: Jul 6 2018 3 mins
    David Hadobas, President and CEO, CCNG and Noel Roberts, CTO and VP of Marketing, Aria Solutions
    We invite you to participate in our member feedback regarding omnichannel support and emerging channels. Listen to this 2 minute video and take a moment to answer 3 questions. Then register and join us for the live discussion on July 25th.
  • Wake Up HUMAN EXPERIENCE Professionals! It's time for a REBOOT! Recorded: Jun 27 2018 62 mins
    Roger Lee, Founder and Principal Evangelist, Contact Center Advocates
    What do Uber, Starbucks, United Airlines, Wells Fargo, and Southwest Airlines have in common? They are all working on repairing their brand and customer experience reputations.

    We are halfway through 2018 and it's time to reflect and adjust course. There have been so many daily events that impact our corporate and personal brand that it is important to pause, reflect, and determine what we want to do and be as human beings.

    Roger Lee, aka Dr. WFO, Founder and Principal Evangelist for Contact Center Advocates, will share how some of these world events have and will impact people, process, technology, and strategy as we continue to provide customer service and customer experience moving forward.
  • Using a Continuous Cycle of Improvement to Drive Engagement Recorded: Jun 12 2018 56 mins
    Dan Hale, Managing Director Customer Care, Best Western
    Don’t miss this CCNG member webinar as we discover 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 provided with specific examples of how it worked in their contact center.
  • VSP Vision Care: 2017 Contact Center of the Year Recorded: Jun 7 2018 35 mins
    Kathy Rodine, Vice President Customer Care, VSP Vision Care. Host: Lon Hendrickson Executive Director, CCNG Magnet Program
    Kathy Rodine, Vice President Customer Care, VSP shares the philosophy and internal programs that enabled VSP Vision Care to be named 2017 Contact Center of the Year by SQM Group. Highlights: Service Philosophy, FCR, Employee Engagement, and Culture.
  • Is Speech Analytics Worth the Effort? Recorded: May 8 2018 63 mins
    Chris Lawson, Managing Partner, Lawson Concepts and Scott Bakken, CEO, MainTrax
    Join this live discussion with our speech analytics experts Chris Lawson and Scott Bakken as they discuss the trends of companies leveraging speech as well as those who have struggled and why. Regardless of the speech platform used, users often face common challenges. This is your chance to ask the experts. No matter where you are on the speech analytics spectrum, don't miss this opportunity to get answers from the insiders.

    Chris Lawson, founder and president of Lawson Concepts, puts his more than 25 years of Fortune 500 IT contact center experience to work helping organizations harness information to reduce customer effort. His firm specializes in aiding companies with speech analytics blueprinting and high-performance knowledge management, thus enabling contact centers to better leverage their technology investment with solutions that redefine both the agent and the customer’s experience. Chris has served as both president and director of various customer technology/solution advisory councils for speech analytics vendors and is a regular speaker on the agent versus the customer experience, speech analytics, and service excellence.

    MainTrax has been in a leader helping organizations with their speech analytics needs for more than 12 years and building more than 300 project with 10 different speech platforms. As co-founder and CEO of MainTrax, Scott Bakken helps organizations harness speech and text analytics technology to optimize contact center performance, regardless of technology platform. His firm specializes in developing projects with complex business rules and building language patterns present in text data to ensure clients are generating high value business insights. Free of allegiance to any one analytics company, Scott is recognized as an independent voice in the speech analytics industry and was named an Ernst & Young Entrepreneur of the Year finalist. He facilitates numerous workshops, and has been published in a number of industry trade journals.
  • 3 Key Strategies to Re-Imagine Agent Onboarding Recorded: Apr 17 2018 58 mins
    JD Dillon, Principal Learning Strategist, Axonify
    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.
  • The 3 Must-Haves on the Path to a Better Customer Journey Recorded: Jan 30 2018 61 mins
    Alton Harewood, Solutions Consultant, 8x8
    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.

    Join contact center veterans Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 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.
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.

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: Value of Call Recording in the Cloud
  • Live at: Nov 10 2016 4:30 pm
  • Presented by: Mike Berlin, Senior VP Global Sales & Business Development, TelStrat
  • From:
Your email has been sent.
or close