Celebrating Contact Center Excellence at Citi Retail Services

Codependency in the Customer Engagement Center -- the relationship between agent enablement and customer experience.

Contrary to the typically negative connotation of codependent relationships. the relationship between agent enablement and a positive customer experience is critical. While some organizations regard agent enablement initiatives as a way to meet internal goals -- such as improving retention, curbing turnover, or improving efficiency, the reality is that investments in agent enablement can have a dramatic impact on customer experience.

During this webinar we’ll discuss some tactics to improve agent enablement that can lead to a better customer experience. For example, organizations that employ successful CRM solutions and integrated business processes are better positioned to have empowered agents delivering personalized service. This not only delivers higher agent satisfaction, but also happier customers, due to faster and more personalized service!

CCNG partner Aggregage talks with Customer Experience Strategist Kristina Evey on Moving Customer Service to Customer Experience and How It Benefits Your Business.

CCNG partner Aggregage talks with Bob Azman on Developing and Executing Effective CX Metrics, Measurements and ROI.

CCNG member Charity Grzelecki of Selective Insurance shares insights and perspectives relating to Selective's best practices for employee engagement.

Listen as the J.D. Power CX team talks with Rob Selvaggi, Sr. Director Contact Center at Amplity Health, to discuss the success from Amplity Health's work-from-home program.

CCNG partner Aggregage talks with Kristina Evey, Customer Experience Strategy Lead at Spectrum Health, about how the preference for self-service as a customer continues to grow. It's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

Watch this 5 minute video to see an example of how to automate access and retrieval of information for an agent during a customer call.

The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged.

As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customer care.

The topics discussed during this webinar replay include:

*Do I need to score more calls when my agents are working from home? *How can I make conversations personal over video?
*How can I make coaching as effective when not in person?
*Are there tools that can help me keep track of things more efficiently?

Listen to this live replay of a recently recorded webinar as Root consultants Gary Magenta and Rashel Rogers guide a discussion around your crisis communication plan, now in full effect. You hit “send” on your company wide email outlining new restrictions and protocols, but a question remains ... Who will bring this new reality to life? Your managers.

As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands.

During this recently recorded conversation, Roger Lee, VP of Customer Success at Gridspace, shared practical tips for how software can solve these problems in less than 60 days, e.g.,

*Automating internet and audio quality checks for remote agents
*Streamlining agent evaluations with real-time dashboards
*Authenticating customers and agents with voice biometrics
*Monitoring calls for trends and KPIs in real time
*Providing data-driven coaching in live calls

For many businesses, the contact center is now the primary conversational touchpoint with customers, creating extra pressure for agents to deliver exceptional customer service. This webinar will help you draft a technology plan to alleviate these pressures and set up your contact center for success for years to come.

CCNG partner Aggregage speaks with HR leader and consultant Jennifer Currence, President of The Currence Group LLC, to discuss keys to onboarding success.

Join HR industry leaders Melissa Cairns, Sr. Human Capital Consultant at Ascender, and Vanessa Porter, Managing Director of All of You Consulting, as they share insights on employee engagement for your remote workforce.

CCNG partner Aggregage talks with Government Customer Experience Professionals (GovCXP) Management Consultant, Rosetta Carrington Lue, about the intersection of workforce engagement and customer experience.

CCNG partner Aggregage talks with HR leader Lilith Christiansen, Chief Strategy & Product Officer at SilkRoad Technology, about keys to successful onboarding of employees.

Working remotely becomes second nature when you do it all the time. But if you need to suddenly transition to remote work, you won't necessarily have effective systems in place.

If you have time to formulate a plan, there are books on how to make this transition, but what should you do if you're thrust into remote work abruptly?

Wade Foster, Co-Founder and CEO at Zapier, Michael Pryor, Co-Founder at Trello, Natalie Nagele, Co-Founder at Wildbit, Kiernan Flanagan, VP Marketing at Hubspot, and Sarah Park, President at MeetEdgar share their insights in this informative webinar.

Linda Crawford - CEO, Helpshift, and Kate Leggett - VP, Principal Analyst, Forrester Research, discuss Riding the AI Wave in Customer Service: a pragmatic approach to contact center transformation.

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 center and customer care industry leaders Donna Fluss - DMG Consulting, Brian Gillman, and Tom Furr from Vonage discuss perspectives on how contact centers deal with the challenges in a post-COVID world.

CCNG member The Northridge Group, Marriann Cole, Operational Excellence Officer, explains how to launch your business into the digitally transformed age by compiling tools and expertise that will allow you to look at data more comprehensively and commit to decision-making based on those analytics.

Digital Transformation: A Fundamental Shift for How a Business Thinks About Its People, Processes, and Technology.