Work Smarter, Not Harder – Improving your contact center operations
Looking to streamline your overall contact center operations while simplifying your life…well look no further! Listen to the interview between David Hadobas, President of CCNG, and Mariann McDonagh, Chief Marketing Officer at inContact, as they discuss why attending a Problem Solved Tour event is the key to transforming your contact center and transition to a smarter way of working.
RecordedFeb 9 201212 mins
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Providing an effortless employee experience is critical in delivering memorable customer service. How do you ensure that your customer service professionals are communicating accurate and complete information when they interact with your customers/clients? How do you know your customer service professionals are providing appropriate products/solutions to better serve your customers/clients?
Join us for this discussion in which Roger Lee, Director - Customer Success for Gridspace, will share his thoughts on how to utilize machine learning speech analytics to provide agent assistance to improve both the employee and customer experience.
It takes an average of 11.5 weeks to onboard just one agent - and one in three agents will leave your organization within the year. The time to reimagine your approach to onboarding has never been more critical.
With a new way of thinking about onboarding agents, you can speed up time-to-competency, mitigate early turnover, and continuously build capability on-the-job, which will ultimately drive better business performance. We’ll give you 3 key principles that call center leaders, including BT Consumer, the UK’s largest provider of broadband services, are applying to their business to improve results.
CCNG conducted a survey of its members to see how they measure the cost of attrition. The findings surprised us!
Join us for this webinar as we learn from your peers how to properly measure attrition costs, and discover what steps you should take to prepare your organization to address this chronic problem.
During this webinar with Ron Davis of Tenacity, we will discuss:
*What your peers are doing to measure the costs of attrition
*Key errors to watch out for when you calculate your costs
*A framework that any executive can use in order to comprehensively measure the costs of attrition
Chris Bauserman, VP Segment and Product Marketing, NICE inContact
Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Your customers, and your c-suite, are pressuring you to innovate and improve. But how do you take the first step and keep on pace on your transformation -- while executing on the daily operational pressures?
Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future.
We will discuss:
- New consumer research: How are your customers' expectations changing?
- CX Maturity Model diagnostic: Where do your CX operations stack up vs. your peers?
- Personalized next steps: What 2019 hot topics are right for you to adopt?
Joseph Michelli, Chief Experience Officer, The Michelli Experience
Join CCNG and best selling author Joseph Michelli as we discuss how to drive loyalty and engagement to achieve an outstanding customer experience.
Outstanding customer experiences don’t happen by default. They are the result of well-designed products and processes that consistently meet needs, reduce effort, and deliver memorable moments.
During this interview, Joseph will explain the essential competencies needed to deliver outstanding experiences to every customer, every time – no excuses. He will share context and tools to elevate the experience of your internal and external customers by focusing on and integrating people, process, and technology.
CCNG's Executive Director - Magnet Program, Lon Hendrickson, interviewed Lark Will of eBay regarding her "Perspectives On Leadership." Watch this interview as Lark shares her insights and experiences relating to omnichannel and how to ensure brand consistency across all channels.
We invite you to view our discussion with Greg Alcorn, President of GCS, about his new book entitled "7 Dumb Things We All Say: Smart Ways to Improve Every Relationship" which focuses on applying “soft skills”. It’s loaded with personal examples, helpful hints, and common-sense principles. The subjects and principles apply to ALL types of relationships – friends, family, and business.
Tim Gogal, Director US East Digital Engagement, Avaya
As customer service professionals, we sit in the midst of the most important paradigm shift within the industry today – the Digital Transformation. This shift has brought more focus on and relevance of the business potential of contact centers than ever before. In this session, we’ll take a look at why Digital Transformation matters, what it means, and how organizations are successfully redefining their contact centers for extended reach and impact. No longer can we hide behind old technological limitations that may have prevented responsive, personal interactions. Today customers are demanding great experiences and are driving change. Either we give them the TLC they are looking for…. or our competitors do it for us.
Chris Bauserman, VP Segment and Product Marketing, NICE inContact
How can you progress CX and what are the first steps you should take to do so? Watch this brief interview between CCNG and NICE inContact where we share some highlights for our upcoming webinar on May 16, 2019.
Join us for this interactive discussion where we will break into bite size pieces what steps you should be taking to build your CX of the future.
Key Takeaways include:
- What do your customers think?
- Maturity Model - Where do you stack up?
- What is the framework for your personalized road map to building your CX of the future?
To register for this webinar, click the "Attachments" tab, and then click the webinar registration link. We'll see you there!
Noel Roberts, CTO and VP of Marketing, Aria Solutions
The world of customer experience is continuously evolving. It is common knowledge that you must offer your customers one-on-one interactions that stand out among the rest, but do your agents have what they need to be successful?
Join us as Noel Roberts, CTO for Aria Solutions, along with CCNG, discuss how to enable your agents to be successful by:
-Matching the customer to the right agent
-Centralizing data and reducing the ovewrwhelming number of screens
-Automating mundane, repeatable tasks
Ring in 2019 … Join us for a discussion on how machine learning analytics drives quality assurance.
Here are a few interesting statistics from a study by Siegel and Gale entitled “Simplified CX is Worth $86B. Are You Getting Your Share?”
*64% of consumers will pay more for simpler experiences
*61% of consumers are more likely to recommend a brand because it’s simpler to use
Imagine having machine learning to process and interpret large volumes of data, especially all of your calls -- which drive action through decisions and predictions … on a scale and speed of data consumption that we as humans can’t match. Machine learning is dynamic. It learns and becomes “smarter” the more data it processes.
Forget the debate on statistically significant sample size, and begin to analyze the total population of calls with machine learning. This will better drive targeted action for coaching, developing staff, and identifying broken processes. Machine learning helps us understand “what was said” as well as considering “tone” and “sentiment” (or emotions), all while helping with compliance, security, regulations, etc., and allowing you to focus on the customer experience.
During this webcast, Roger Lee, Director Customer Success for Gridspace, will share his thoughts on how we as contact center leaders, process improvement experts, and quality monitoring gurus can use machine learning speech analytics to improve both the customer and employee experience.
He will provide action-oriented tips to streamline your quality monitoring program:
1. Why now?
2. Why automate and how?
3. How to utilize the analyses from analytics-driven QA for both contact center and enterprise.
Brandon Rowe, Sr Manager - Product Marketing - WFO; and Daryl Gonos, Principal - WFM Sales and Marketing
Intraday management is one of the highest priorities and most demanding tasks for contact center managers. Mobile self-service provides supervisors with the tools needed to quickly adapt to unexpected changes, manage all aspects of schedules, and better communicate with their agents.
During this webinar we will discuss how to use the mobile app from a managerial and agent point of view, and show how agents can view/change schedules, manage preferences, receive push notifications, shift trade, and more.
Brandon Rowe, Sr Manager - Product Marketing, OpenText
Attracting and retaining agents can be a cumbersome task for contact centers. In many ways, they (agents) expect a blending of their work and personal lives. A WFM mobile app keeps agents engaged, provides a better work-life balance, and ensures time management and collaboration, while giving supervisors and analysts the ability to quickly identify problems and take action to ensure proper staffing and service levels are met.
Join us as we discuss how intraday management with a mobile app is helping contact centers to connect and empower their agents.
Lon Hendrickson, CCNG Magnet Program and Billie Jo Timm, MasterBrand Cabinets
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.
Contact centers are evolving, allowing customers to self-serve more complex tasks without agent involvement. But when agents must step in, customer experience suffers due to limited access to critical information.
Join us for this live webinar as we discuss how best-in-class organizations are building a unified customer engagement center through the use of softphones and omnichannel widgets - where agents are empowered to focus on the business processes to better serve their customers.
Greg Pressly, VP Customer Operations, and Hope Norris, Staff VP of Customer Operations, Metro by T-Mobile
CCNG spoke with member Metro by T-Mobile, a 7-time J.D. Power award winner, to discuss how they achieved this most recent award. Watch this brief interview to learn about the Metro by T-Mobile contact center structure, culture, and leadership that enabled them to be recognized as a leader in the wireless industry.
Let’s face it … we can no longer abide by the working rules of yesteryear. The new generation of contact center agents have grown up using mobile devices, and that means companies need the ability to quickly communicate with their agents and provide a real-time, two-way communication stream. To be successful, organizations need to engage their employees with a WFM mobile app. Empowering your agents with a mobile app leads to a better work-life balance, enhanced communications, and a streamlined scheduling process.
This webinar will explore the impact a mobile app can have on your contact center agents, business, and customer experience.
When your customers communicate with you via chat, phone call, etc., do they have to repeat information already provided when being routed to an agent? Do your call center agents have the tools they need to provide an effective customer service? Watch this 3-minute video and then register to join us for a webinar as we discuss how the tools your agents have access to plays a key role in delivering the right data so you are able to provide the best possible customer experience.
To register for this webinar, click on the "Attachments" box above, then click the link to register.
What are companies with superior customer experiences doing differently? Join industry leaders John Irey and Greg Cummings as they share the strategy behind an effective omnichannel customer care success model. Participate in a discussion on how self-service, AI, and digital tools are shaping the customer journey and how to leverage that knowledge to build a better digital plan. Benefit from shared examples of the best and worst attempts at omnichannel and get equipped with the tools necessary to build your own strategy.
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.
John Irey - John, a contact center Principal Consultant at Mindsight, is an 18 year veteran assisting in the full life cycle of contact center engagements. His experience in both solutions and deployment engineering roles gives him deep insight into the strategy behind developing an omnichannel contact center solution for every business need.
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.