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

CEM-DNA Playbook Strategy

Bob Hayes, Anthony & Alexander Group, LLC, Vice President, CEM Strategies, Competitive Analytics Practice.

In this presentation you will learn about CEM best practices in customer experience management, with an emphasis on analytics. Analytics helps companies uncover deep customer insights in their customer feedback. You will understand how your program compares to some of the best-in-class practices in customer experience management.
Recorded Jan 26 2011 30 mins
Your place is confirmed,
we'll send you email reminders
Presented by
Bob E. Hayes, Ph.D.,Vice President, CEM Strategies - Anthony & Alexander Group, LLC
Presentation preview: CEM-DNA Playbook Strategy

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
  • Tips for Managing a Remote Team Jul 9 2020 6:00 pm UTC 25 mins
    Gary Magenta and Rashel Rogers
    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.
  • 60-Day Plan: Practical Upgrades for Your Remote Contact Center Recorded: Jul 1 2020 52 mins
    Roger Lee, VP Customer Success, Gridspace
    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.
  • Set Employees Up for Success Using Onboarding to Increase Engagement & Retention Recorded: Jun 11 2020 54 mins
    Jennifer Currence, President, The Currence Group
    CCNG partner Aggregage speaks with HR leader and consultant Jennifer Currence, President of The Currence Group LLC, to discuss keys to onboarding success.
  • How to Succeed in Engaging Your Remote Workforce Recorded: Jun 11 2020 30 mins
    Melissa Cairns, Ascender; and Vanessa Porter, All of You Consulting
    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.
  • Conquering CX Through Workforce Engagement Recorded: Jun 10 2020 47 mins
    Rosetta Carrington Lue
    CCNG partner Aggregage talks with Government Customer Experience Professionals (GovCXP) Management Consultant, Rosetta Carrington Lue, about the intersection of workforce engagement and customer experience.
  • 3 Best Practices to Engage Employees During Onboarding Recorded: Jun 10 2020 48 mins
    Lilith Christiansen, Chief Strategy & Product Officer, SilkRoad
    CCNG partner Aggregage talks with HR leader Lilith Christiansen, Chief Strategy & Product Officer at SilkRoad Technology, about keys to successful onboarding of employees.
  • Work from Home Case Study - Amplity Health Contact Center Operations Recorded: Jun 5 2020 20 mins
    Rob Selvaggi Sr Director Contact Center, Amplity Health; Mark Miller, JD Power
    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.
  • How to Transition to Remote Work in a Hurry Recorded: Jun 5 2020 60 mins
    Wade Foster, Michael Pryor, Natalie Nagele, Kiernan Flanagan, Sarah Park
    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.
  • How Contact Centers Can Win in a Post-COVID World Recorded: May 21 2020 59 mins
    Donna Fluss, Brian Gilman, Tom Furr
    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.
  • Digital Transformation: A Fundamental Shift in People, Process and Technology Recorded: May 21 2020 8 mins
    Marriann Cole, Operational Excellence Officer, The Northridge Group
    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.
  • Crisis Communication - Lessons from Industry Leaders Recorded: May 20 2020 56 mins
    Northwestern Mutual, Cadena, Ally Financial, and Communisis
    View this on demand webinar with industry leaders from Northwestern Mutual, Cadena, Ally Financial, and Communisis as they discuss Crisis Communication.
  • A CCO's Journey of Trials, Celebrations, and Everything In Between Recorded: May 11 2020 56 mins
    Jeb Dasteel
    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.
  • Workforce Engagement Mgmt: Redefining CX Metrics for Better Performance Recorded: May 6 2020 46 mins
    Lynn Hunsaker, Chief Customer Officer, ClearAction Continuum
    CCNG partner Aggregage talks with customer experience and care leader Lynn Hunsaker on the topic of Redefining Customer Experience Metrics for Better Performance.
  • Workforce Engagement Mgmt: 5 Ways to Engage Employees for Immediate Impact Recorded: May 6 2020 47 mins
    Vicki Brackett, Author and COO of Sinousia
    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.
  • Implementing Virtual Agents: Where to Start and How to Finish Recorded: May 5 2020 42 mins
    Aarde Cosseboom, TechStyle Fashion Group, and Brian Morin, SmartAction
    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!
  • 10 Key Strategies to Succeed in the New Work-at-Home Service Environment Recorded: May 4 2020 63 mins
    Ted Nardin, Jeff Furst, Brandon Knight, Mark Miller, Scott Killingsworth
    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
  • Adapt Your Customer Service Department to Home Working Recorded: May 1 2020 58 mins
    Rami Sarabi, Martin Lampman, Natalie Dowle, Nicholas Zeisler
    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
  • How to Keep a Remote Team Running Effectively Recorded: Apr 24 2020 26 mins
    Justin Hurdle, Director of WFM & Operational Performance, Bill Gosling Outsourcing
    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
  • Delivering Customer Experience in Times of Crisis Recorded: Apr 23 2020 9 mins
    Deb Robbins, Customer Experience Executive Consultant, The Northridge Group
    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.
  • How Speech Analytics & Human-Assisted Quality Monitoring Programs Work Together Recorded: Apr 23 2020 9 mins
    Pam Plyler, Executive Practice Lead, The Northridge Group
    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.
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: CEM-DNA Playbook Strategy
  • Live at: Jan 26 2011 10:15 pm
  • Presented by: Bob E. Hayes, Ph.D.,Vice President, CEM Strategies - Anthony & Alexander Group, LLC
  • From:
Your email has been sent.
or close