Turning the Contact Center into Gold

Presented by

Bill Moore, Director - Customer Relationship Management Institute

About this talk

Join Bill Moore, Director- Customer Relationship Management Institute in a discussion about keys to operating a successful contact center. With companies scrambling to find other revenue streams to boost their bottom lines, the contact center is increasingly becoming a P&L entity within organizations. But in order to maximize this golden opportunity, companies need a game plan. In this presentation, you will learn about the CEMDNA Playbook Strategy, which will give contact centers the road map to implement a successful strategy that leads to increased revenues and profits. We will focus on key areas including: survey methodology; benchmarking contact center performance €”measuring both agent performance and customer loyalty; aligning contact centers with key accounts; engaging employees by linking compensation to satisfaction; and building an ROI model. This interactive webcast will provide both presentation (estimated at 20 mins) and live questions from the audience. Webcast length estimated at 45 mins depending upon volume of questions we receive. If you wish to send in your question in advance, please submit - Email - dhadobas@ccng.com Twitter - @dhadobas

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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.