Optimizing Customer Experience using Analytics & Virtual Call Agents
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.
RecordedJun 22 201220 mins
Your place is confirmed, we'll send you email reminders
CCNG member Dan McCann of SymTrain discusses a recent study of 100 contact center managers on the topic of performance based training and how/why automation is needed. This study was featured in a subsequent white paper which may be downloaded from the attachments tab.
Since the Global Financial Crisis of 2008 there has been pressure on all departments to reduce costs, streamline operations, slash headcounts, and become more efficient. The catch is that you also have had to deliver improved results – and all in a business environment that is more complex, more interlinked, and more competitive than ever before. This is where AI comes into play.
Is AI about to take over contact centers entirely? No. But it is going to power all their interactions, even the human agent ones, as we shall see.
Derek Roberti, VP Technology, North America at Cognigy, joins David Hadobas for this webinar replay to discuss the benefit and actions that can be taken with AI in 2021 to:
- Enable cost reduction, performance improvement and new possibilities for customer communication
- Address business challenges across departments, teams and functions
- Impact contact center metrics, KPIs and insights
Roger Lee, VP Customer Success, Gridspace; Richard Kenny, Sr Mktg Mgr-Contact Center, Poly; Ron Owens, SVP Operations, Avtex
In case you missed the original live recording of this CCNG Fireside Chat, we invite you to register and join us for the replay. The new year is here and it's time to plan for the ever changing needs within our industry.
Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment.
You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike. Learn how to address, manage and utilize:
*And Implementation Strategies for 2021 ...
Join us as CCNG President and CEO David Hadobas speaks with author Joseph Michelli regarding his new book "Stronger Through Adversity".
COVID-19 has disrupted business and life in ways we never imagined. Within days of the outbreak, Joseph Michelli―the world-renowned business expert who has cracked the leadership codes of Starbucks, Airbnb, Mercedes-Benz USA, and many other top companies―went to work. He contacted 140+ senior leaders at major companies about their specific challenges and how they were meeting them―getting raw yet thoughtful real-time insights into a crisis that will define an entire generation of leaders.
You’ll get invaluable insights into crisis management, keeping employees and customers safe, maintaining a culture of engagement, and rapidly innovating. Applying powerful leadership methods used by Microsoft, Starbucks, Google, DHL, Target, Verizon, Kohl’s, Marriott, and many others, you’ll seize and hold the competitive edge in your industry.
Magnet members and senior leader guests join Lon Hendrickson for Executive Dialogues, a forum for you to explore strategies and ideas in a facilitated, round-table format, featuring insight from industry thought leaders and personal experience from executive colleagues.
Topic: Artificial intelligence in the Contact Center -- Getting Started
Heather Pena, Director-Webchat & Operations, NRG and Sam Hahn, Technology Evangelist, eGain
COVID-19 has changed everything. Consumers are still very wary of exposure to the virus and want to get more things done digitally. While this has always been the case with millennials and Gen Z, COVID-19 has forced older demographics, who are even more concerned about virus exposure, to go digital when it comes to interacting with businesses. The same old limited digital service capabilities do not cut it in this new environment.
What are the new digital requirements for contact centers? How are leading companies leveraging digital to scale customer service cost-effectively?
Join us for this webinar replay featuring Heather Pena, Director - Webchat & Operations, NRG, and Sam Hahn, Technology Evangelist, eGain Corporation, as NRG shares its success with digital customer service.
Codependency in the Customer Engagement Center -- the relationship between agent enablement and customer experience.
Contrary to the typically negative connotation of codependent relationships. the relationship between agent enablement and a positive customer experience is critical. While some organizations regard agent enablement initiatives as a way to meet internal goals -- such as improving retention, curbing turnover, or improving efficiency, the reality is that investments in agent enablement can have a dramatic impact on customer experience.
During this webinar we’ll discuss some tactics to improve agent enablement that can lead to a better customer experience. For example, organizations that employ successful CRM solutions and integrated business processes are better positioned to have empowered agents delivering personalized service. This not only delivers higher agent satisfaction, but also happier customers, due to faster and more personalized service!
During this discussion with Jamie Lee, VP Contact Center Operations for U-Haul, Jamie shares the changes and adjustments U-Haul had to make to its contact center operations as a result of the pandemic.
CCNG partner Aggregage talks with Kristina Evey, Customer Experience Strategy Lead at Spectrum Health, about how the preference for self-service as a customer continues to grow. It's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?
Dave Hoekstra-WFM Evangelist, Calabrio; Doug Zimmerman-QM & Analytics Consultant; and Robin Butterfield-Analytics Consultant
The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged.
As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customer care.
The topics discussed during this webinar replay include:
*Do I need to score more calls when my agents are working from home? *How can I make conversations personal over video?
*How can I make coaching as effective when not in person?
*Are there tools that can help me keep track of things more efficiently?
Listen to this live replay of a recently recorded webinar as Root consultants Gary Magenta and Rashel Rogers guide a discussion around your crisis communication plan, now in full effect. You hit “send” on your company wide email outlining new restrictions and protocols, but a question remains ... Who will bring this new reality to life? Your managers.
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands.
During this recently recorded conversation, Roger Lee, VP of Customer Success at Gridspace, shared practical tips for how software can solve these problems in less than 60 days, e.g.,
*Automating internet and audio quality checks for remote agents
*Streamlining agent evaluations with real-time dashboards
*Authenticating customers and agents with voice biometrics
*Monitoring calls for trends and KPIs in real time
*Providing data-driven coaching in live calls
For many businesses, the contact center is now the primary conversational touchpoint with customers, creating extra pressure for agents to deliver exceptional customer service. This webinar will help you draft a technology plan to alleviate these pressures and set up your contact center for success for years to come.
Melissa Cairns, Ascender; and Vanessa Porter, All of You Consulting
Join HR industry leaders Melissa Cairns, Sr. Human Capital Consultant at Ascender, and Vanessa Porter, Managing Director of All of You Consulting, as they share insights on employee engagement for your remote workforce.
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.