Celebrating Contact Center Excellence at Citi Retail Services
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.
Recorded
Nov 19 2010
5 mins
Your place is confirmed,
we'll send you email reminders
we'll send you email reminders
Presented by
Lon Hendrickson, Executive Director, CCNG Magnet Program
Lon Hendrickson, Executive Director, CCNG Magnet Program
Presentation preview:
Network with like-minded attendees
-
![[[ session.user.profile.displayName ]]](data:image/gif;base64,R0lGODlhAQABAIAAAP7//wAAACH5BAAAAAAALAAAAAABAAEAAAICRAEAOw==)
- [[ session.user.profile.displayName ]]
- [[ session.user.profile.jobTitle ]]
- [[ session.user.profile.companyName ]]
- [[ userProfileTemplateHelper.getLocation(session.user.profile) ]]
-
- [[ card.displayName ]]
- [[ card.jobTitle ]]
- [[ card.companyName ]]
- [[ userProfileTemplateHelper.getLocation(card) ]]
- Channel
- Channel profile
-
Speech Analytics 101 - Let the Buyer Be Aware Aug 8 2019 6:00 pm UTC 60 mins
Roger Lee, Director Customer Success, GridspaceThere are numerous speech analytics solutions to utilize in your contact center. As you evaluate a speech analytics solution, keep in mind there are similarities, but also distinct differences. During this discussion you will gain a better understanding of:
1. What you need to know as you research your options, including critical questions to ask to avoid speech analytics failure
2. How to establish a high-level business case
3. Proof of value (POV) before you buy
Join Roger Lee, aka Professor CXi, Customer Success Leader with Gridspace, as he shares valuable insights that will help make you an informed buyer. -
Helping Your Agents Manage the Expansion of Customer Channels Jul 18 2019 6:00 pm UTC 60 mins
Noel Roberts, CTO and VP Marketing, Aria SolutionsOn 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. -
CSR Recruiting, Hiring and Retention Recorded: Jul 9 2019 37 mins
Andrew Decker, Customer Care Manager, VSPWatch this re-released conversation between Andrew Decker, Customer Care Manager for VSP, and David Hadobas, President and CEO of CCNG, as Andrew shares VSP's success story for improving the recruiting, hiring, and retention process of their front line CSRs. -
Using a Continuous Cycle of Improvement to Drive Engagement Recorded: Jul 2 2019 55 mins
Dan Hale, Managing Director Customer Care, Best WesternJoin 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. -
3 Must-Haves on the Path to a Better Customer Journey Recorded: Jun 25 2019 60 mins
Alton Harewood, Solutions Consultant and Kara Allen, Global Workforce Management/Optimization, 8x8Join 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. -
Knowledge Management: Member Interview with Tim Passios, MindTouch Recorded: Jun 20 2019 10 mins
Tim Passios, VP of Marketing, MindTouchKnowledge Management has traditionally been viewed as un-inspiring technology, essentially doing little more than providing agents answers to frequently asked questions. However, with the help of the right Knowledge Management platform, you can actually make your knowledge content searchable by Google and immediately start serving the “invisible masses” of customers you never even knew existed! -
Game On! Using Gamification to Increase Performance and Employee Retention Recorded: Jun 12 2019 55 mins
Casey Kostecka, ConvergentGamification 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. -
Reducing Agent Effort and Lowering AHT for a Better CX Recorded: Jun 6 2019 62 mins
Roger Lee, Director - Customer Success, GridspaceProviding 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. -
3 Key Strategies to Re-Imagine Agent Onboarding Recorded: May 30 2019 57 mins
JD Dillon, Principal Learning Strategist, AxonifyIt 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. -
No Call Center Agent LIkes to Feel Stupid Recorded: May 29 2019 5 mins
Greg DeVore, CEO, ScreenStepsIs 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. -
The Role of AI in the Contact Center Recorded: May 24 2019 35 mins
Tom Lewis, CEO, SmartActionTom Lewis, CEO of SmartAction discusses the recent buzz around AI and the impact it can have on the contact center. -
The Hidden Costs of Employee Attrition Recorded: May 22 2019 58 mins
Ron Davis, TenacityCCNG 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 -
Creating an Effortless Employee / Agent Experience - An Interview with Roger Lee Recorded: May 20 2019 7 mins
Roger Lee, Director Customer Success, GridspaceWe 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! -
Building Your CX of the Future -- Take the First Steps Today Recorded: May 16 2019 61 mins
Chris Bauserman, VP Segment and Product Marketing, NICE inContactBuilding 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? -
Drive Loyalty and Engagement with Core Customer Experience Competencies Recorded: May 1 2019 47 mins
Joseph Michelli, Chief Experience Officer, The Michelli ExperienceJoin 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. -
Perspectives on Leadership - An Interview with Lark Will, eBay Recorded: Apr 25 2019 39 mins
Lark Will, eBayCCNG'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. -
7 Dumb Things We All Say (especially in customer care) - BPO veteran Greg Alcorn Recorded: Apr 16 2019 13 mins
Greg Alcorn, President, GCSWe 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. -
Understanding Digital Transformation Recorded: Apr 3 2019 59 mins
Tim Gogal, Director US East Digital Engagement, AvayaAs 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. -
Difference Between CX and CS Recorded: Mar 14 2019 2 mins
Amas TenumahAmas talks about key differences between customer service and customer experience. -
Building Your CX of the Future -- Interview with Chris Bauserman, NICE inContact Recorded: Mar 13 2019 7 mins
Chris Bauserman, VP Segment and Product Marketing, NICE inContactHow 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!
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.
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.
![[[ webcast.title ]]](/resources/images/diamond-100x75.jpg?v=052c2adf76a90d4d1843fdb32e04d1d3af8f6714)
Successfully added emails: 0
Remove all
- Title: Celebrating Contact Center Excellence at Citi Retail Services
- Live at: Nov 19 2010 4:00 pm
- Presented by: Lon Hendrickson, Executive Director, CCNG Magnet Program
- From:
