Name: Omni-Channel Challenges in the Contact Center
Start: 2019-02-22T20:40:00Z
End: 2019-02-22T20:40:40.000Z
Location: BrightTALK
Rating: 0

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.

Leading a digital transformation inevitably means considering the Cloud for your products. Cloud offers great flexibility, increased security, and more innovation opportunities. However, moving your product to the Cloud is not a simple lift-and-shift exercise. It involves re-envisioning your product and your platform to identify an effective technique. As the product manager, you need to know the best way to lead the team in this transformation while avoiding common pitfalls. In this discussion, we will focus on what you need to know to ensure a successful digital transformation to the cloud.

Go to the Cloud: How Product Managers Can Lead a Cloud Transformation

CCNG member Jesse Jackson, Director of Dispatch Team for Coach-Net, kicks off this Town Hall and facilitates a discussion on Measuring Agent Productivity.

Baseball changed when Billy Beane's team went all in with what came to be known as "Moneyball".  By using analytics, he changed the way a player is evaluated.

As contact center leaders, we are always looking for ways to make our team more productive.  There are many tools out there that help provide productivity, but at the root of our industry is people -- people communicating with other people via phone, chat, text, email, sms, twitter, smoke signals ...

How do you judge what is a good agent?

Member Town Hall - Measuring Agent Productivity

There’s a tendency to see mental health issues through a different lens than physical health issues.  Whether it’s depression, anxiety, PTSD, or neurodevelopmental disorders like ADHD, mental health challenges are often hidden from even close friends and family members.  Because of the stigma around them and the fact that they often manifest with no outwardly visible signs, they are often not addressed until a breaking point with severe and potentially dangerous consequences.   
  
This week with Erika-Taylor-Beck, the VP of Client Support at Relias discusses her own personal journey dealing with mental illness inspired her to advocate for others and lead with authenticity and vulnerability.  

This discussion:   
• The fear and stigma around discussing mental health issues
• Why she decided to discuss this publicly
• The specific challenges in Contact Centers
• Tips for identifying vulnerable employees
• Ways to foster connection in a remote work environment

Mental Health and Contact Centers with Erika Taylor-Smith

CCNG member Ed Ariel, Vice President Customer Service, kicks off this Town Hall and facilitates a discussion on Motivating and Engaging Employees in a Remote Environment.
 
Our conversation centers around:

- Developing a lasting, effective post-pandemic work-from-home (WFH) strategy with employee experience in mind;

- Exploring fundamental success factors in WFH policies for service and support; and

- Key metrics to monitor for lasting WFH strategy success.

Motivating and Engaging Employees in a Remote Environment

A CCNG Member Town Hall - The Trust Factor: What Contact Center Leaders Must Do to Re-Ignite Employee Engagement, Performance, and Retention. Contact center industry leaders Greg Salvato and Kirstyn Sansom drive a conversation with CCNG members on this timely topic of employee wellness....and the responsibilities and opportunity in front of contact center leaders.

Survey research from Edelman, Gallup, Work Institute, and others underscores the extent of societal distrust that has developed during the past several years and its negative impact on critical business success measures such as morale, engagement, and turnover.  During this CCNG Town Hall, we'll discuss the current trust landscape within the contact center context and explore solutions CCNG members are using now, or should consider, to create high-trust cultures.

Member Town Hall: Re-Ignite Employee Engagement, Performance, & Retention

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.

How to Hire to Reduce Attrition: Member Interview with Phil Hagen, SalesMatch

CCNG member Michelle Crotty, VP of RemX Contact Center Solutions talks with fellow member Casey Kostecka, President of DialAmerica and Founder of TouchPoint One. With over 35 years in the contact center, Casey has seen many changes in how companies utilize technology to ensure an exceptional customer experience. He is a visionary in the realm of artificial intelligence and customer engagement, and during this session, Casey will will share an introduction to the benefits, challenges, and future trends of #AI in the Contact Center.

AI 101 for Contact Center Leaders

In a recent CCNG Member Town Hall, Kathleen Gramzay lead a discussion on how resilience can be the linchpin of workplace sustainability and the impact on contact center and customer support Operations.

Leaders are facing a myriad of challenges today. Burned-out employees, retention and
recruitment challenges, higher benefit, DE&I, and social responsibility expectations, in addition to market and supply chain concerns. How can a resilience strategy help leaders anchor their organizations for sustainable success?

This discussion addresses:

• The role of resilience as it relates to today’s leadership challenges
• Why resilience is a leadership mission more than an HR initiative
• Why executing a resilience strategy makes economic and cultural sense
• 3 Key components to implementing a resilience strategy

Resilience: Linchpin of Workplace Sustainability

CCNG August Town Hall: Embracing Humanity in the Contact Center Space

In an increasingly data-driven world, it's easy for organizations to lose sight of the human aspect in the contact center space. Join us for an engaging town hall session as we explore the importance of staying human-centered in customer experience (CX), employee experience (EX), and agent experience (AX). We'll delve into the value of seeing people as individuals, not just data points, and discuss how prioritizing their humanity can drive long-term success for your organization. Through interactive discussions and real-life examples, we'll uncover practical strategies for providing personalized and authentic support to both customers and employees while maintaining a healthy balance between their needs and financial sustainability.

Dan’s been in the contact center space for over 20 years, starting as a tech support analyst for a dial-up internet company. Most of his career has been in WFM where he’s excelled at leading culture driven teams and championing employee engagement for frontline agents.

Embracing Humanity in the Contact Center Space

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.

Perspectives on Leadership with Tony Keesee

Take a look as CCNG President and CEO David Hadobas interviews Matt Lawson, CTO with Spearline.

During this interview Matt looks at customer experience from the telecoms angle.  Contact Centers justifiably focus on metrics such as first contact resolution, average handling time, and more, but that customer interaction often happens in the "environment" of a phone line.  Whether the inbound phone services are supporting a positive customer experience or not is worth considering.   Matt and the team at Spearline have loads of experience helping businesses to connect with their customers, and connect well.

Enabling Great Customer Conversations - An Interview With Matt Lawlor, Spearline

CCNG member Jaedeanne Shaver, Associate Director of Internal Training & Compliance for Alcon, kicks off this Town Hall and facilitates a discussion on Encouraging a Culture of Quality Through an Internal Self-Assessment Program.

During this interactive discussion with members, Jaedeanne shares how Alcon's Internal Self-Assessment Program aligns with their culture, how it contributes to process improvements throughout the department, and how it's been recognized as a "gold standard" program and leveraged throughout the entire Alcon organization.

Member Town Hall-Encouraging Quality Through an Internal Self-Assessment Program

In today's highly competitive business landscape, delivering exceptional customer service is paramount to success. The key to achieving this lies in mastering customer connections, and contact centers play a crucial role in this endeavor. 

While metrics provide important quantitative data, they often fail to capture the nuances of customer experiences and the behaviors that drive customer satisfaction. This is where behavior-based coaching steps in as a game-changer. By shifting the focus from metrics to behaviors, contact center leaders can identify the specific skills, attitudes, and techniques that contribute to exceptional customer interactions.

Join The Northridge Group’s Director of Customer Experience, Vickie Schutze, and Sr. Director of Healthcare for the June CCNG Town Hall to learn more about how using behavior-based coaching in the contact center can elevate service quality and drive customer satisfaction to new heights.

Contact Center Behavior-Based Coaching for Exceptional Service

The Great Contact Challenge.

The challenge is making this an industry where people love their jobs, whether you are an agent, manager, or leader. We will continue to discuss how it is possible to improve the employee experience by leveraging the principles of meaningful work and grind. The result is a major win-win-win for employees, customers, and companies. What is The Great Contact Center Challenge?  The challenge is making this an industry where people love their jobs, whether you are an agent, manager, or leader.  
  
Join CCNG colleagues and industry veterans Ted Nardin and Brian Kearney of 5th Talent International sharing insights on how it is possible to improve the employee experience by leveraging the principles of meaningful work and grind.  The result is a major win-win-win for employees, customers, and companies.

The Great Contact Challenge

CCNG member Matt Woody, First Vice President, Client First Center Director, at First Financial Bank, talks about their journey in building a playbook to ensure continued exceptional service delivery from their distributed agent workforce. Matt reviews the challenges presented by the pandemic and how his teams addressed them, the changes made to achieve service level, and employee performance objectives.

A Playbook Ensuring Exceptional Service Delivery from a Hybrid Agent Workforce

The Northridge Group shares insights on the challenges of omni-channel support in the contact center and how to address / overcome them.

Omni-Channel Challenges in the Contact Center

Contact Center

Omnichannel

Call Center

Customer Care

Customer Experience

Customer Effort

Analytics

Digital Experience

Cloud

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Omni-Channel Challenges in the Contact Center

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