Key Trends that Impact How Your Call Center Delivers in the Clutch

Presented by

Matt McConnell

About this talk

Hear best practices in key customer interaction disciplines for call center management from CCNG member Matt McConnell, CEO of Knowlagent, industry expert on call center intraday management technology to improve agent productivity and performance. Joining Matt is Art Schoeller, principal at Forrester Research, supports infrastructure and operations professionals who plan, build and run unified communications and contact center workloads for enterprises.

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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.