Name: Celebrating Contact Center Excellence at Citi Retail Services
Start: 2010-11-19T16:00:00Z
End: 2010-11-19T16:04:10.000Z
Location: BrightTALK

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.

The office as we know it has been changed forever. As companies navigate what remote or hybrid means, they are quickly realizing that workspace is where people will go to collaborate, educate or celebrate, not to write emails or reports.

How will this radical re-envisioning of the workplace impact the selection and use of offices moving forward? Find out in this discussion between Tracy Hawkins, VP Real Estate & Workplace and Remote Experience @Twitter, Nellie Hayat, Head of Workplace Transformation @ Verge Sense, and Paul McKinlay, VP Communications & Remote Working @ Cimpress & Vistaprint, moderated by Tara Carcillo, President & CEO @ The Clearing.

The Impact of Remote and Hybrid on Workplace Transformation

The Covid-19 pandemic instantly sent millions of employed Americans home to work. This new era of remote work has forever changed the mindset of the talent pool and has ushered in a new set of challenges. But for those companies who understand that putting people first will set them up for success in the war for talent, there is a silver lining.

This people first corporate mentality sounds great, but how do you ensure it is implemented? How do you not only hire great employees remotely, but engage and retain them so they give back with passion?

For HR professionals, figuring out how to keep employees engaged while working independently in a remote setting might seem daunting at first. Through storytelling, Kim will share a clever combination of tried-and-true culture-building strategies that can take employee engagement to the next level. Coupling this with technology, such as onboarding tools to boost productivity and engagement, and structuring your company information for easy collaboration, you'll be able to leverage your O365 investment to win the war for talent in a remote world.

In this webinar, you will learn:

• How to build a strong, people first remote culture
• How to engage employees who aren’t physically together
• How to retain top talent in an increasingly competitive environment

Remote Rule #1: People First!

Understanding the work involved before and after you deploy a virtual agent makes all the difference between a poor customer experience and one that’s on par with your best live agent. What’s surprising to many is that, firstly, getting alignment from internal stakeholders may be the biggest challenge in the conversational AI journey, and, secondly, most of the work to improve virtual agent performance actually happens after going live.

Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center.

After deploying conversational AI for more than 100 leading brands, we’ve learned a few lessons on what can make — or break –– the automated customer experience.

During this webinar you’ll learn:

- The internal stakeholders you need to involve and engage to make your conversational AI project a successful one
- How automating a customer service call isn’t as simple as using a script from a human interaction
- What happens after go-live, and how to monitor, fine-tune, and train your virtual agent
- The potential ROI when conversational automation is done right

The Conversational AI Journey: What to Expect from Start to Finish

The way we conduct work has completely changed. Before the pandemic, remote working or a few work from home days were allowed for certain employees. Now, remote working is our new normal. We have had to align our business to make sure that our employees are productive and have the necessary resources to succeed. But, did we make sure that they still feel connected with the rest of their team?

Join Elena Valentine, CEO of Skill Scout, to learn how to make employee engagement a top priority even when everyone is working remotely.

In this webinar, you will learn:

- Best practices for adapting the feel of in-person meetings to virtual meetings;
- How to mimic a traditional office environment;
- Why engagement should be a top priority;

And more!

How to Keep Employees Engaged and Connected in the New Normal of Remote Working

Leading a digital transformation inevitably means considering the Cloud for your products. Cloud offers great flexibility, increased security, and more innovation opportunities. However, moving your product to the Cloud is not a simple lift-and-shift exercise. It involves re-envisioning your product and your platform to identify an effective technique. As the product manager, you need to know the best way to lead the team in this transformation while avoiding common pitfalls.

In this discussion, we will focus on what you need to know to ensure a successful digital transformation to the cloud.

Go to the Cloud: How Product Managers Can Lead a Cloud Transformation

The verdict is in: You made it through the worst and are looking at returning to the call center. But wait...

According to Frost & Sullivan, 20% of call center employees will continue to work from home when the pandemic ends. It is expected many of these employees will be working in a blend of home and office or "hybrid working".

So, how can you ensure a healthy, happy, and productive Call Center workforce?

In this round table discussion, Poly and Call Center experts, Mike Ringman and David Hadobas, share their insights into how the modern call center is transforming and the impact it will have on your business and employees. In this 45-minute session you will:

    *Learn how customer service representatives can be successful while business is unusual 
    *Learn about the technologies that will help your workforce when hybrid working
    *Help improve your attrition rate and keep your employees happy

Hybrid Workforce: The Transformation of the Call Center

CCNG partner Aggregage talks with Kristina Evey, Customer Experience Strategy Lead at Spectrum Health about how self-service as a customer preference 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?

How to Manage Customer Support in an Era of Self-Help

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. It is part of the CCNG Executive Perspectives webcast series.

Perspectives on Leadership with Tony Keesee, VPay

Richard Kenny from Poly and Kate Brouse from NTI discuss how organizations can scale up call center home working from the current BandAid approach into something that meets employee, business, and customer needs.

Poly (Plantronics, Inc. – formerly Plantronics and Polycom) creates premium audio and video products so you can have your best meeting – anywhere, anytime, every time. Our headsets, video and audio-conferencing products, desk phones, analytics software and services are beautifully designed and engineered to connect people with incredible clarity.

How to Scale Up Home Working for Your Call Center

Learn how Apple Federal Credit Union has discovered the root cause of why their members contact their center and how they’re using this data to transform the way they think about and manage the member experience.

During our discussion we will address the following:

*Why is understanding the reasons members contact the contact center so important?
*What challenges did Apple Federal Credit Union face in discovering this information?
*How did Apple Federal Credit Union use the contact center data to discover these insights?
*Now that Apple Federal Credit Union has this information, what does it allow them to do differently?

Discovering the Real Reasons Why Members Call the Contact Center

Research firm Metrigy reports a 15.8% growth in 2021 in the use of video as a component of customer interactions, with significant increases in revenue, customer ratings and agent productivity among adopters.

Join Richard Kenny, Poly's Contact Center Marketing lead, and CCNG's CEO David Hadobas, as they discuss their observations and predictions concerning video in the Contact Center in a refreshingly open, interactive (and slide-free!) conversation.

Video in the Call Center - Is the Picture Clear?

David Hadobas of CCNG talks with Vince Lynch and Owen McGrath of IV.AI about the current state of AI in the contact center ... specifically if the technology lends itself to working effectively on a SaaS model.

We will discuss topics including:

*The training of AI models in client on-boarding
*The human component to effective implementation
*The common causes of ineffective AI in the contact center

Cloud Based Solutions, the Contact Center and Future of AI

Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. But what about other digital channels? Customers of 2022 are more likely to expect brands to communicate with them on their channel of choice.

Join this discussion as we:

    *Dive into the channels customers are using to connect with your brand and service;
    *Discuss how organizations are revisiting their channel mix to meet growing customer demand; and
    *Share how to enable your agents to work across all channels so you deliver a professional multi-experience across all touch points

How to Take Your Contact Center Omnichannel in 2022

The Northridge Group’s Tina Suthers, Brandie Gatlin and Andrea Christian host an informative discussion on current contact center trends, considerations and best practices. The pandemic presented a host of hiring and retention challenges for contact centers and many are facing a new normal. Learn what’s important to employees now and what employers can do to retain good employees, recruit high potential candidates and increase employee engagement.

Hiring and Retention Trends & Strategies for the Contact Center Industry

You have probably heard the quote "Culture eats strategy for breakfast."  As you embark on your CX transformation journey, the first step is to focus on your culture.  You can introduce all the state-of-the-art technology, but if you don't address culture first, your transformation is going to fall short.  Including your front-line early in the strategy, getting buy-in, and focusing on creating a customer-centric culture can accelerate the results of your CX transformation.

Join us for an interactive conversation as we discuss:

*Why is culture so important to a successful CX transformation?
*How do you get started with assessing your current culture?
*How do you identify what changes need to be made?
*What has been the impact of your culture changes to overall CX?
 
Our panelists for this discussion include:

- Scott Schoenherr, SVP Operations/Technology, Healthcare Claims Management
- Mary Hall, Founder and CEO, CultureWise Consulting
- Max Ball, Director of Product Marketing, RingCentral

Panel Discussion - CX Transformation Begins with Culture

Contact Centers are relied upon to deliver the customer promise.  While the challenge to ensure a superior customer experience through training and retention has always been a seemingly never-ending battle, 2020 thrust increased demands on trainers and trainees alike.  It upended organizational objectives, expectations, and resources.

In this panel discussion you'll learn not only why work simulations have propelled performance-based training, but also how the latest technology gives organizations the opportunity to create, manage, and deploy real world simulations that reduce training time, improve agent performance, and increase retention.

You'll learn about peer company results along with a CCNG sponsored survey that resulted in a white paper:  5 Reasons Performance-Based Training in Contact Centers Requires Automation.

Why Performance-Based Training Requires Automation

The real value of communication comes from being understood and understanding others via verbal or written communication.  Bad CSAT scores are most often tied back to bad/poor communication.  If an organization can eliminate variability in someone's speaking proficiency, it directly impacts the type of attrition and bad hires that are happening.  Having a resource to accurately screen and filter, with 3rd party objectivity, gives organizations the confidence they need to deliver better customer experiences.

The Real Value of Great Communication

In the age of big data, it’s never been easier to access customer data. But activating your call center data to extract actionable insights, that’s another story.

CCNG member and contact center leader Peter Iansek, CEO of Operative Intelligence, talks with Nayan Mehta, Head of Customer Success at Replicant about:

- Modern and effective ways to unpack your contact center data
- A framework for understanding call flows ripe for automation
- Real-world examples of how data insights unlocked 40% call center savings through operational efficiency

How to Unpack Contact Center Data to Improve CX

CITI RETAIL SERVICES, with contact centers located in Phoenix and Tempe, Arizona; and Mississauga, Ontario continues to outperform and has once again earned World Class honors. Congratulations! At the CCNG Magnet Program we are happy to shine a light on their teams and this terrific accomplishment.

Celebrating Contact Center Excellence at Citi Retail Services

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