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Perspectives on Leadership with Jason Mercer-Pottinger

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.
Recorded Jan 28 2020 20 mins
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Presented by
Lon Hendrickson, CCNG Magnet Program and Jason Mercer-Pottinger, Baxter / RTS Americas Inc.
Presentation preview: Perspectives on Leadership with Jason Mercer-Pottinger

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  • Super Charge Your VOC Program with Speech Analytics Jun 17 2020 6:00 pm UTC 60 mins
    Roger Lee, Vice President - Customer Success, Gridspace
    Emotional connection to the brand is a focus for many CX professionals in 2020. There is an easy way to consume, analyze and drive action with these insights.

    Using speech analytics to listen to all voice interactions, both live and recorded, will quickly provide what is working and not working between your customer service advocates and your consumers.

    During this interactive discussion you will learn why the behaviors listed below should be focused on within your quality monitoring and coaching program:

    **Filler words
  • How to Stay Ahead of the Curve and Improve Agent Engagement May 5 2020 6:00 pm UTC 60 mins
    Noel Roberts, CTO / VP of Marketing, Aria
    Across the board, agent behavior and tasks are becoming more complex. New tools and methods haven't been leveraged. The results are that agent engagement has been dropping, churn has been rising, and customer experience has been suffering.

    During this webinar we'll explore new and emerging methods of automation, agent assistance, and how you can shift your organization to include agent experience, reduce attrition, and improve customer experience.
  • Transforming Customer Care with AI -- An Interview with Laura Bassett Recorded: Jan 30 2020 5 mins
    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!
  • Improving the Agent Experience: Member Interview with Murph Krajewski, Sharpen Recorded: Jan 30 2020 8 mins
    Murph Krajewski, VP of Marketing, Sharpen
    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.
  • How to Hire to Reduce Attrition: Member Interview with Phil Hagen, SalesMatch Recorded: Jan 30 2020 8 mins
    Phil Hagen, Founder and CEO, SalesMatch
    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.
  • Agent Productivity: Member Interview with Greg DeVore, ScreenSteps Recorded: Jan 30 2020 9 mins
    Greg DeVore, CEO, ScreenSteps
    What if your agents didn't have to "know" all of the answers for the questions your customers are asking? What if they could be productive in resolving customer issues from day one?

    In this interview we talk to Greg DeVore from ScreenSteps about how you can better utilize knowledge base resources to:

    *Decrease agent onboarding time
    *Decrease time to productivity
    *Decrease hold time
    *Decrease handle time
  • Why the “Death of Voice” Predictions are Wrong - An Interview with Shai Berger Recorded: Jan 30 2020 10 mins
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    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.
  • SaaS Marketing Strategy -- Interview with Peter Cohen Recorded: Jan 29 2020 10 mins
    Peter Cohen, Founder, SaaS Marketing Strategy Advisors
    Common challenges, mistakes and issues with marketing programs focused on delivering content around Cloud contact center and other Software as a Service solutions.
  • Knowledge Management: Member Interview with Tim Passios, MindTouch Recorded: Jan 29 2020 10 mins
    Tim Passios, VP of Marketing, MindTouch
    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!
  • Process Improvement/Automation: Member Interview with Chris Wadley, Esker Recorded: Jan 29 2020 6 mins
    Chris 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.
  • Enabling Great Customer Conversations - An Interview With Matt Lawlor, Spearline Recorded: Jan 29 2020 7 mins
    Matt Lawlor, CTO, Spearline
    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.
  • Chat Before You Bot: Align Requirements for Digital Transformation Success Recorded: Jan 28 2020 9 mins
    Joe Bigio, Co-Founder and EVP, Quovim C3
    Chatbots… AI... Omnichannel… Contact centers can sometimes get caught up with the newest or trendiest tools, without having a clear strategy or understanding of customer needs. Before jumping to a chatbot, have they mastered chat?

    Listen in as Joe Bigio from Quovim C3, a leading contact center solution and service provider, outlines best practices when considering the adoption of new channels or technologies. Joe proposes taking a step back to define customer needs and business requirements, and then selecting the digital transformation tools that best align with the objectives.
  • Perspectives on Leadership with Jason Mercer-Pottinger Recorded: Jan 28 2020 20 mins
    Lon Hendrickson, CCNG Magnet Program and Jason Mercer-Pottinger, Baxter / RTS Americas Inc.
    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.
  • Is a good economy bad for USA call centers? Recorded: Jan 27 2020 10 mins
    Michael Replogle, VP Operations, CustomerServ
    Low unemployment rates and positive economic conditions usually lead to increased customer contact volume at call centers. However, many USA based call centers that are in-house or outsourced are challenged with staffing as a result of higher turnover rates, increased costs and more competition for call center workers.

    Listen in as Michael Replogle from CustomerServ, an outsourcing advisor and vendor matchmaker, breaks down some of the big challenges faced by contact centers in the USA. How can USA based call centers staff the right talent and what are the key considerations for in-house and outsourced call center leaders when it comes to retaining and nurturing talent? Are the trend lines moving toward alternative customer contact channels and is nearshore/offshore the answer to higher onshore turnover rates and rising costs?
  • Perspectives on Leadership with Nicole Cummings Recorded: Dec 16 2019 26 mins
    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.
  • 2020 Outlook – Making AI Conversational Analytics Work for You Recorded: Dec 5 2019 55 mins
    Brett Paulson, Head of Sales & Marketing; and Roger Lee, Director Customer Success, Gridspace
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  • Speech Analytics 101: Hours of Research in 30 Minutes Recorded: Oct 10 2019 61 mins
    Roger Lee, Director Customer Success, Gridspace
    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.

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  • Transforming Customer Care with AI Recorded: Sep 10 2019 62 mins
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    *AI: The basics
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    *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
  • The Evolution of Airbnb -- CCNG Interview with Author Joseph Michelli Recorded: Aug 21 2019 8 mins
    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.
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.

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  • Title: Perspectives on Leadership with Jason Mercer-Pottinger
  • Live at: Jan 28 2020 3:45 pm
  • Presented by: Lon Hendrickson, CCNG Magnet Program and Jason Mercer-Pottinger, Baxter / RTS Americas Inc.
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