Calm Operational Chaos and See Cloud More Clearly in Your Contact Center

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Presented by

Greg Cummings and Wade Myers

About this talk

Join us for an interactive discussion where you can ask key questions and take away practical recommendations for calming the chaos in your contact center. Every modern contact center seems to struggle with common challenges including: *Applying interaction data to improve customer experience and retention *The quarterly "wrangling" of operational costs *Maintaining quality performance standards across decentralized teams Keeping all these "balls" in the air makes it hard to think strategically about how to generate greater efficiency and value. Don't miss this conversation as we work to minimize the chaos so you can see the overall picture more clearly. Greg Cummings - Greg has 20 years of industry experience in consulting, operations, and contact centers -- helping to drive process improvement through an outcomes based methodology. He is currently Manager Global Channels with NICE inContact. Wade Myers - Wade has 10 years of experience in voice and data recording solutions for a wide variety of industries focused on solutions high in quality, ease of use, and customer satisfaction.
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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.