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Optimizing Customer Experience using Analytics & Virtual Call Agents

Patrick Botz, VP Workforce Optimization, VPI
Hear from Patrick Botz, VP of Workforce Optimization at VPI as he reviews highlights from his keynote presentation at the CCNG Optimize Event on Contact Center Quality and Performance Optimization Best Practices...including questions from the CCNG membership.
Jun 22 2012
20 mins
Optimizing Customer Experience using Analytics & Virtual Call Agents
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Customer Success

  • Live and recorded (195)
  • Upcoming (3)
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  • IS CUSTOMER LOYALTY DEAD?
    The retail industry has been operating under a flawed assumption: customer spend and loyalty are connected. They’re not. New studies demonstrate that high-spending customers aren’t necessarily loyal—they’re as likely to shop at a competitor.

    With piles of transactional data clogging databases, retailers assume they have what they need to understand their customers. However, transactional data only offers insight into what, when and where customers buy. It doesn’t provide any understanding of why.

    Register for this webinar featuring Forrester Research to learn about:

    - The reality of lost sales
    - How customer emotions impact buying decisions
    - How you can measure customer loyalty more accurately
  • Did you miss Customer Success Summit 2015? Check out this short highlight video to see the amazing event held March 23-24 at the Westin St. Francis in downtown San Francisco. We had 1000+ attendees, 60+ speakers, and 50+ sessions.
  • Customers contact businesses through multiple channels: phone, chat, text, and social media. This poses a challenge to businesses that don’t have the technology to manage those channels affectively. Wendell Black, General Manager of Vocalcom, will discuss these challenges and how technology can be a solution for operations managers and their contact center.
  • Please join best selling author, Shep Hyken as he discusses how customer service expectations have been drastically altered by the rise of social media. He will share his tips to successfully win the hearts of customers through social engagement. We will review how to successfully balance a reactive and proactive social media approach to address customer’s needs in real-time and help foster revenue growth year-over-year. Join to discuss:

    •Customer Service expectations in an expanding social world
    •Reactive vs Proactive social customer service strategies
    •How to build a company and team that excels through social media

    Plus we will have Q/A running throughout the event, so please come with your questions and social engagement tips!
  • FOCUS On What Matters! The first quarter of 2015 is coming to a close. This is a great time to remind and reinforce to our current and future customers HP Workforce Optimization 5 areas of FOCUS.
  • You've just learned that your CMS vendor has been acquired. Don't panic. Be prepared. Create an action plan that will guide you and your team through the uncertainty and to an informed decision that's best for your company.

    You’re probably asking a few questions:
    - What about the product roadmap they just showed me? Is it still valid?
    - What does this mean for our website update?
    - Who do we turn to for technical support?
    - What's the impact on our relationship with our service provider?

    Your CMS is the foundation for your website, so we know that this can be a time of stress, uncertainty, and misinformation. That’s why we've brought Cathy McKnight to the rescue. Cathy is a co-founder and the Vice President of Consulting at Digital Clarity Group, and has advised numerous clients who faced precisely this scenario. In this DNN webinar, Cathy covers:

    - Immediate next steps
    - How to weigh your options
    - Strategic advice on migrating your CMS to a new vendor (if necessary)

    Join Cathy to learn how to address your current (or future) situation.
  • ShoreGroup is a managed services company with a focus on successful implementation and ongoing monitoring and support of contact center and other technologies.

    Our service approach enables you to leverage ShoreGroup’s expert knowledge and comprehensive patented management technology to create and ensure the optimal success of your vital Cisco unified communications, collaboration, contact center, virtualized data center and network assets.

    By using the Navigator Methodology our Professional and Managed Services teams combine certified technical expertise with in-depth industry knowledge to ensure your contact center project’s success on time and on budget.
  • As CEO and Co-Founder of Zendesk, Mikkel has seen how new technologies and customer experience are changing SaaS and subscription businesses. In this session you will hear his perspective on the seven key trends that are changing the way companies interact with their customers.
  • Windstream Communications is a trusted Service provider who has over 80 years’ experience in helping customers navigate in the ever changing Telephony, Unified Communications, Networking, Security, and Contact Center divisions for their businesses. Windstream & Avaya have been strategic partners for 25+ years. As an Avaya Platinum Partner - less than a dozen in the US - which requires Windstream to meet and maintain stringent requirements in Revenue, Certifications and Customer Satisfaction. Windstream has over 1 million desktops deployed with Avaya Business Phone Systems, Contact Centers, Unified Messaging, Data Networks and Complete Unified Communications Systems. Windstream can provide complete design, installation and operational support for all categories of products in the Avaya portfolio. We are also the first and only SP to have an Avaya UCaaS subscription license agreement in place. Windstream has over 1000 in-house certified Avaya Red/Blue technicians.
  • Customer success has become one of the hottest capabilities technology companies find themselves investing in today. For technology-as-a-service providers, customer success potentially holds the key to retaining customers and expanding customer relationships. However, TSIA has been inundated with inquiries from member companies that are struggling to deliver customer success at scale.

    In this closing keynote, TSIA executive director Thomas Lah will leverage recent benchmark data and industry observations to outline a seven-step approach to establishing and scaling a customer success capability. From the charter to the financial model to enabling technology, Thomas will provide practical frameworks customer success organizations can leverage as they grow.
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  • Channel profile
  • Transform the Contact Center Recorded: Apr 7 2015 27 mins
    Wendell Black, General Manager - Vocalcom
    Customers contact businesses through multiple channels: phone, chat, text, and social media. This poses a challenge to businesses that don’t have the technology to manage those channels affectively. Wendell Black, General Manager of Vocalcom, will discuss these challenges and how technology can be a solution for operations managers and their contact center.
  • The 5 P’s of HP Workforce Optimization Recorded: Mar 30 2015 27 mins
    Roger Lee - Sr.Director, Product Marketing at Hewlett-Packard
    FOCUS On What Matters! The first quarter of 2015 is coming to a close. This is a great time to remind and reinforce to our current and future customers HP Workforce Optimization 5 areas of FOCUS.
  • ShoreGroup Managed Services and Support: An Introduction Recorded: Mar 25 2015 30 mins
    Chris Klardie, Director of Contact Center Delivery - ShoreGroup
    ShoreGroup is a managed services company with a focus on successful implementation and ongoing monitoring and support of contact center and other technologies.

    Our service approach enables you to leverage ShoreGroup’s expert knowledge and comprehensive patented management technology to create and ensure the optimal success of your vital Cisco unified communications, collaboration, contact center, virtualized data center and network assets.

    By using the Navigator Methodology our Professional and Managed Services teams combine certified technical expertise with in-depth industry knowledge to ensure your contact center project’s success on time and on budget.
  • Why Windstream? Recorded: Mar 25 2015 24 mins
    Kevin Kopco, Sr.Solutions Architect-Contact Center - Windstream
    Windstream Communications is a trusted Service provider who has over 80 years’ experience in helping customers navigate in the ever changing Telephony, Unified Communications, Networking, Security, and Contact Center divisions for their businesses. Windstream & Avaya have been strategic partners for 25+ years. As an Avaya Platinum Partner - less than a dozen in the US - which requires Windstream to meet and maintain stringent requirements in Revenue, Certifications and Customer Satisfaction. Windstream has over 1 million desktops deployed with Avaya Business Phone Systems, Contact Centers, Unified Messaging, Data Networks and Complete Unified Communications Systems. Windstream can provide complete design, installation and operational support for all categories of products in the Avaya portfolio. We are also the first and only SP to have an Avaya UCaaS subscription license agreement in place. Windstream has over 1000 in-house certified Avaya Red/Blue technicians.
  • Customer Expectations in Today’s Hyper-Modern, Hyper-Connected World Recorded: Mar 16 2015 33 mins
    Mariann McDonagh, CMO of inContact
    Consumers want it all: infinite choice, immediate access, personalized service. And they expect you to be available and deliver at every step in an effortless multi-channel, multi-event customer journey. Mariann McDonagh, CMO of inContact, will share hot-off-the-presses research about consumer expectations during the peak shopping season. Nine in ten U.S. adults (89%) agree that companies need to work harder to provide a better customer experience. The inContact-sponsored research, conducted online by Harris Interactive, reveals consumer actions and preferences when making online or phone purchases. The findings confirm the critical role that contact center agents play when the customer relationship is on the line—and what happens when a consumer has a bad service experience.
  • Intraday Automation - The Next Big Thing in Workforce Management Recorded: Mar 3 2015 25 mins
    Kyle Antcliff - VP Marketing, Intradiem
    Contact centers are faced with constant pressure to carefully examine and reduce costs and the need to put forth a customer-centric strategy is now more important than ever. All of this against a backdrop of increasingly complex operating environments. Businesses must create a strategy and roadmap for creating a customer-centric, cost-conscious frontline workforce. Those businesses that make the leap strategically and operationally will reap significant revenue and cost benefits. Learn how leading contact centers are thinking and acting differently to produce dramatically better results.
  • Not All Contact Center Solutions are Created Equal Recorded: Dec 19 2014 25 mins
    Stuart Bailey, VP Enterprise Sales - CorvisaCloud
    In today’s business environment we talk about “the cloud” so loosely that cloud contact center systems begin to all seem the same - but the reality is not all solutions are created equal. This session will offer guidance to help ensure you’re getting the best for your company as we cover:

    > Why you should be thinking about moving to the cloud if you haven’t already
    > Common misconceptions about the cloud and how to prevent them from steering you wrong
    > Key factors to consider
  • Customer Experience Spectrum of NACR’s Contact Center Practice Recorded: Dec 16 2014 24 mins
    Bret Lathrop, NACR, Contact Center Practice Lead
    An overview of NACR and its associated companies and partners. Our Contact Center Practice Lead, Bret Lathrop will introduce the company and its system integrator capabilities, and areas of expertise.
  • Perspectives on Leadership with Kim Bachmeier Recorded: Nov 18 2014 31 mins
    Lon Hendrickson, CCNG Magnet Program and Kim Bachmeier, Medica
    Perspectives on Leadership is a one-on-one interview series with contact center executives.
  • Perspectives on Leadership with Lark Will, eBay Recorded: Oct 9 2014 40 mins
    Lon Hendrickson, CCNG Magnet Program and Lark Will, eBay
    Perspectives On Leadership is an executive interview series from the CCNG Magnet Program. These one-on-one conversations with Contact Center Leaders explores their perspectives, insights, and experiences on effective leadership.
  • Identifying Future Leaders For Your Contact Center Operations Recorded: Sep 23 2014 28 mins
    Warren Bobrow, Ph.D, President - All About Performance
    Leadership is critical to running an effective call / contact center. In this webcast I’ll discuss how the skills, abilities and personal characteristics of leaders can be evaluated and how that information can be used to select and develop them.
  • Delivering on the Promise of Work-Life Balance for Contact Center Agents Recorded: Sep 3 2014 23 mins
    Larry Schwartz, CEO, WorkFlex
    Contact center operators understand that agent satisfaction drives customer satisfaction and that agent scheduling flexibility drives agent satisfaction, yet many companies “institutionally restrict” their agent’s ability to easily change their schedules due to the time and effort it takes to manually analyze and administer change requests. See how WorkFlex has finally “cracked the code” on this paradox by empowering agents with the flexibility to instantly change their schedules anywhere, anytime while ensuring that each change actually helps optimize staffing levels.
  • Investing in The Agent Experience! Recorded: Sep 2 2014 43 mins
    Chris Lawson, Director Strategic Partnerships, Lawson Concepts
    The customer experience is what the agent delivers through their actions but we fail to consider what transpires during a conversation from the agent perspective. We train agents to deliver a great customer experience by arming them with soft skills and techniques to manage the conversation and steer it to a positive outcome. However, this is difficult to accomplish when agents must search an information landfill full of documents instead of answers. It’s a scenario playing out every day in contact centers, but the good news is it doesn’t have to be this way.
  • Intraday Automation Solutions Recorded: Aug 12 2014 27 mins
    Jennifer East, Director - Product Strategy, Intradiem
    Intradiem is the leader in intraday automation solutions, empowering organizations to create extraordinary customer experiences by optimizing the workday. With automated workforce adjustments, we make sure people on the floor, in the call center and behind the counter can effectively respond to any situation. Capturing these real-time opportunities throughout the day drives productivity and a new level of customer confidence. Featuring Intradiem’s Jennifer East, Director of Product Strategy, this webcast provides an overview of Intradiem’s intraday automation solutions and how Intradiem prompts extraordinary customer experiences.
  • Key Ingredients for Building a BI Hub in A Customer-Centric Organization Recorded: Jul 11 2014 31 mins
    Anna Convery, EVP Strategy for OpenSpan
    Picture it: You are dining at a five-star restaurant and about to order a four-course dinner. Sadly, your menu reads as follows:

    First course: Data. Second Course: More data. Third course: Still more data. Final course: Oh wait! Here’s more data.

    You’re practically bombarded on a daily basis with metrics and reports that are intended to help you manage your customer-facing business units. While you have a plethora of information at your fingertips, do you have intelligence that can really help you change your business?

    Join OpenSpan EVP of Strategy, Anna Convery, as she shares the recipe for building a successful business intelligence hub for your customer-centric organization. During this presentation, you’ll get the key ingredients to help you develop a successful strategy when it comes to collecting, analyzing and initiating transformation projects that can positively impact your business.
  • Selecting Great Call Center Agents Recorded: Jul 4 2014 24 mins
    Warren Bobrow, President, All About Performance LLC
    Every company has a process for evaluating job candidates. The question is whether they are effective and are they delivering people who will be productive and stick with the job. In this webinar we'll discuss some of the characteristics of great call center agents and how you can measure them in your candidates.
  • Putting the Contact Center at the Center of Your VoC Program Recorded: Jul 2 2014 33 mins
    Henry Eakland, Director Product Marketing, HP Contact Center Management
    CCNG partner HP Qfiniti is an established leader in contact center management with a 30-year history of innovation and helping companies provide a superior customer experience. Now part of HP Software, Qfiniti is backed by the full portfolio and global reach of HP products and services to ensure customer success, especially in terms of omnichannel analytics and Big Data management. For the contact center, this means building your Voice of the Customer program on all of the critical customer understanding that is handled through this business-critical, frontline customer channel. After all, isn't that why we call it the contact center?
  • Why Migrate to a Cloud Call Center? Recorded: Apr 11 2014 30 mins
    Rich Fox, Director - Contact Center Practice, Evolve IP
    Why are so many companies moving to the cloud? What is motivating the shift from traditional premise-based phone systems to the cloud? Learn about the benefits of cloud based call centers from Evolve IP’s Contact Center Practice leader, Rich Fox. Rich spent many years leading call centers with thousands of agents. Find out why the cloud is a game-changer in the industry.
  • Simple is Better – Top 5 Reasons to Implement an Integrated WFO Strategy Recorded: Apr 2 2014 27 mins
    Kristen Jacobsen, Director of Marketing, Calabrio
    Industry analysts agree, an integrated WFO and analytics strategy drives key benefits in efficiency and cost. And yet less than 10% of the market has implemented a truly integrated approach to optimization. By not optimizing resources, business are hindered by limited insight to drive the informed decision making that is required to optimize their operations. They are leaving opportunity on the table. In this presentation, Calabrio will review the top reasons that customers are implementing WFO to drive better results in their contact center and through their organization.
  • InnoSource, Higher Standards for Hire Solutions Recorded: Apr 1 2014 14 mins
    Chad Delligatti, President, InnoSource
    A brief overview of the people and process that make InnoSource stand out against traditional staffing firms.
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: Optimizing Customer Experience using Analytics & Virtual Call Agents
  • Live at: Jun 22 2012 5:00 pm
  • Presented by: Patrick Botz, VP Workforce Optimization, VPI
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