Michele Rowan on Remote Agents: The Big Game Changer!
CCNG talks with Michele Rowan, President of At Home Customer Contacts and Linda Walsh, President of Virtual Training Systems on trends, facts and best practices surround remote agent deployments.
As former VP of Performance Management for Hilton Hotels, Michele moved over 1000 positions home in just 18 months. She is the industry subject matter expert on development and deployment of remote agents. Linda and VTS specialize in training and staffing for remote agent positions, with an eye exclusively on individuals with disabilities and returning US military.
RecordedApr 5 201143 mins
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Lon Hendrickson, CCNG Magnet Program and Nicole Cummings, 1A Auto
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.
Brett Paulson, Head of Sales & Marketing; and Roger Lee, Director Customer Success, Gridspace
Digital transformation and all its glory – the continued quest to improve customer service, customer experience and employee experience remains a priority. Since AI/machine learning continues to be a strategic investment and remains a hot discussion topic, you will learn how specifically AI conversational analytics will impact your organization in the areas of people, process, and technology.
Join Brett Paulson and Roger Lee, aka Professor CXi, for an engaging, informative, and action-oriented session.
Noel Roberts, CTO and VP Marketing, Aria Solutions
Join CCNG member Noel Roberts of Aria as he discusses how to leverage chatbots to deliver excellent customer service that improves the customer experience and drives ROI. We’ll look at some of the challenges facing organizations, including common pitfalls, and will recommend ways to avoid them.
We’re ready to help you evaluate the right speech analytics solution for YOUR organization. Join us on October 10 to learn all you need to know about Speech Analytics from the bottom up.
In this 30 minute education series webinar we’ll help you get a better understanding of:
*What you need to know as you research your options, including critical questions to ask to avoid speech analytics failure
*How to establish a high-level business case
*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.
Hiring challenges have grown over the years based upon a high demand for agents, sickness, turnover, attrition, the need to produce better results ... and on and on the list goes.
During this interview with Phil we will discuss the need to be smarter in our hiring process and how, if we take the time to explore a person's natural behavior (character traits), we are better able to fit the right person in the right position. This in turn has an impact on the back end and you will see reduced stress, employees who stay longer, improved customer satisfaction, and a reduction in overall costs.
Laura Bassett, Senior Director Product Marketing, NICE inContact
We have all heard statistics such as that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about:
*AI: The basics
*Why does my contact center need to adopt AI now?
*Introducing AI in your contact center: where and when
*The effect on the Customer Experience
*Successful implementation of AI support in your center
*Recommendations for your AI superpower pack
Joseph Michelli, Author and Chief Experience Officer of The Michelli Experience
Joseph Michelli offers an overview on the evolution of Airbnb and how the company has integrated technology and human service to disrupt its industry.
Leveraging insights from his forthcoming book “The Airbnb Way”, Joseph shares elements needed to create memorable customer experiences rich with hospitality (described by Airbnb as “service with heart”). Highlighting service elements involving listening and trust building, Joseph suggests that every leader must communicate his/her desired customer experience and identify what it means to be “on brand” in the experiences their teams deliver.
Chriis Wadley, Business Development Manager, Esker
Do you have processes in your center – repetitive, redundant, and/or manual tasks – that if you could automate would improve both the agent and customer experience?
We invite you to watch this brief interview as David and Chris take a few minutes to discuss some of the core principles of process automation and how it relates to the customer service environment. Chris will explore key process traits that, if automated, would enhance the service level in your organization as well as aid with hiring and retention.
Laura Bassett, Senior Director Product Marketing, NICE inContact
Consumer expectations are changing. How do your customers perceive CX vs the perception of CX in your center? What are consumers willing to do today and how does this impact your agents?
Watch this 4 minute video interview between Laura Bassett of NICE inContact and David Hadobas of CCNG as they discuss some key points for an upcoming live webinar on September 10th. If you are looking for a different perspective on AI and how advances in AI can contribute to an improved customer experience, this is a webinar you won't want to miss!
We are hearing more and more about digital transformation – how do I support this channel vs. that channel, how do I add new channels … and the list goes on.
During this interview between Gireesh Subramanian of Freshworks and David Hadobas of CCNG, Gireesh will discuss 3 trends Freshworks is seeing in the area of digital transformation. Gireesh will also share some lessons learned and best practices Freshworks is seeing from within its global client base that might help you in making this same digital transformation.
Utilizing AI speech analytics is a must have tool to improve the customer experience. Without a solid internal infrastructure that includes strategy, people, and process, the investment of the tool will not be realized, leading to a lack of user adoption, and ultimately the technology will be put on the shelf.
Roger Lee, Customer Success Leader for Gridspace, will share the following during this webinar:
*A blueprint for success
*How to take speech analytics to the next level
*How the Gridspace solution has provided insights and delivered results in the following areas:
o Voice of the Agent
o Voice of the Customer
o Voice of the Business
Noel Roberts, CTO and VP Marketing, Aria Solutions
On 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.
Watch 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.
Dan Hale, Managing Director Customer Care, Best Western
Join 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.
Alton Harewood, Solutions Consultant and Kara Allen, Global Workforce Management/Optimization, 8x8
Join 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.
We hear a lot about the dwindling importance of the voice channel. Yet, more often than not, we are actually seeing call volumes increase. So, how is the voice channel evolving? How are chatbots impacting the voice channel? Why are federal employment stats for call center agents growing?
Watch this brief 9-minute video where CCNG's David Hadobas and Shai Berger, CEO of Fonolo, offer expert insights into the voice channel, chatbots, and the changing nature of voice interactions.
Knowledge 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!
Gamification 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.
It’s pretty simple logic. A person in distress is in no position to help another person in distress. That’s why Sharpen has created a brand new type of contact center platform focused on improving the agent experience.
Spend 7 minutes with CCNG’s David Hadobas and Sharpen’s VP of Marketing, Murph Krajewski. They take a fresh look at what’s right and wrong with customer service, how things like agent attrition, omnichannel and remote working could be better, and how we can get there together. SPOILER ALERT: it’s not as hard as you might think.
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.
Michele Rowan on Remote Agents: The Big Game Changer!Miichele Rowan, Presdient - At Home Customer Contacts; Linda Walsh, President - Virtual Training Systems[[ webcastStartDate * 1000 | amDateFormat: 'MMM D YYYY h:mm a' ]]42 mins