Celebrating Contact Center Excellence at Citi Retail Services

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.

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.

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.

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.

View this on demand webinar with industry leaders from Northwestern Mutual, Cadena, Ally Financial, and Communisis as they discuss Crisis Communication.

Listen as CCNG partner Aggregage talks with Jeb Dasteel, Former CCO of Oracle and Owner of Dasteel Consulting, as he shares his story and experience as Chief Customer Officer for Oracle.

CCNG partner Aggregage talks with customer experience and care leader Lynn Hunsaker on the topic of Redefining Customer Experience Metrics for Better Performance.

CCNG partner Aggregage talks with CCNG member and industry expert Vicki Brackett on Workforce Engagement Management Masterclass -- 5 Ways to Engage Employees for Immediate Impact.

CCNG partner Aggregage interviews Aarde Cosseboom and Brian Morin on implementing virtual agents.

How many hours do you think your call center agents spend answering repetitive, transactional calls that don’t require human assistance? The answer may surprise you -- 75% of customers think that calling is the most effective way to get a response from you, which means your agents are spending potentially 30 hours/week on repetitive calls instead of more complex issues that require human judgment and critical thinking.

Unsurprised? Then you're probably well aware of the potential for using conversational AI to manage the calls that can be answered easily and quickly. If you're not already using conversational AI, then you may be on the fence regarding its usefulness in the field, or perhaps you're unsure about how to implement it at your company.

If this is a situation you can relate to, then listen to this in-depth conversation with TechStyle Fashion Group as they openly discuss their decision to go virtual, and the challenges they faced along the way as they dabbled with both building the omnichannel self-service platform themselves, and outsourcing the design to a partner. You will learn:

*What factors went into TechStyle's first decision between tackling internally or outsourcing to a partner
*How TechStyle saved $1.1M in their first year afterwards
* Why the performance of TechStyle's virtual agents rivals that of live agents
*And more!

Today, TechStyle Fashion Group automates millions of calls and chats each year with conversational AI. If you're ready to learn more about how you can do the same, then don't miss this webinar!

Listen as the J.D. Power CX team and three industry thought leaders provide best practices and actionable information you can apply to your business in the new work-at-home environment.

The topics they will discuss include:

*People Strategies -- How to hire and who to retain in the WAH environment

*WAH CX Strategies: To drive CX you need a meaningful work environment for agents

*Technology Strategies: Principles for ensuring your tech investments are maximized and flexible for whatever the future may hold

*WAH CX Strategies: Support, communication, and coaching best practices

*Strategic Outlook: What is likely to happen as the new normal sets in after the severity of the COVID-19 pandemic has lessened

The impact of COVID-19 has been felt across the customer service industry and led to unprecedented operational shifts. However, this is not the first time that businesses have been pushed to their limits, and it will not be the last.

In this webinar, we will look at what it takes to manage a customer service team, brand, and business through these uncertain times, and the unexpected tweaks you should be making.

Speakers include:
• Martin Lampman, Director, Customer Support Operations, BCLC
• Rami Sarabi, Executive Director, Global Customer Service, Tarte Cosmetics
• Natalie Dowle, Head of Americas, Customer Care, Financial Times
• Nicholas Zeisler, Principal, Zeisler Consulting

Learn how to maximize your team remotely with Workforce management (WFM). Watch this interview with our guest Justin Hurdle, Director of WFM & Operational Performance at Bill Gosling Outsourcing, for tips on how you can apply Workforce Management in your business to maximize productivity.

In this interview you will learn about:

*What Workforce Management is and what it can do for you
*How to keep a remote team and call queue running effectively
*The key factors in maintaining performance and meeting service levels

The COVID-19 crisis is reminding us of a business fundamental – communicating with consistency, clarity, and empathy is essential for a positive customer experience. While the unknown is making many customers understandably anxious, we are finding that fear and a shortage of facts are leading some company representatives to communicate inconsistent or inappropriate messaging.

Watch this brief audio blog as we discuss how to get our messaging right in these unprecedented times.

Traditional contact center quality programs typically include a team of experts who evaluate agent and business performance through calls, email, chat, and social media to ensure customer service excellence. These services provide the contact center management team with specific, targeted, and practical insights to drive improvements in agent performance and business processes.

Quality teams are commonly structured in a shared services function that serves as the right hand to contact center leaders. This allows them to maintain their objectivity and dedicate the resources required to consistently evaluate a statistically valid sample of interactions and continuously identify new call center monitoring standards, share best practices, evaluate trends, and prioritize action plans.

Join us as we discuss how to take quality programs to the next level.