Optimizing Back Office Resources & Processes in Customer Support
Jane Hendricks, Product Marketing Manager with Aspect Software shares content recently presented at the CCNG's OptimizingCustomerContact.com event in Philadelphia. Learn how organizations adopt a call center technology approach to optimizing traditional back office functions and answer key issues including -
Where is the intersection between the back office and the customer experience given that back office is typically not a customer-facing part of the business?
Are there particular industries or business processes for whom this kind of solution would be particularly valuable? Are there back office processes where this isn’t a fit all?
What are some of the challenges associated with applying technology meant for the contact center to the back office?
Are there cultural implications for organizations looking to adopt this technology?
Aspect is a big part of this year’s Optimize series discussing valuable topics such as Optimizing Back Office Resources and Processes in Customer Support, Social Care, WFO Strategies and more!
We hope following your viewing of this webcast you will consider joining us and attending an upcoming OptimizingCustomerContact.com event.
RecordedJun 11 201332 mins
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Roger Lee, Founder and Principal Evangelist, Contact Center Advocates
What do Uber, Starbucks, United Airlines, Wells Fargo, and Southwest Airlines have in common? They are all working on repairing their brand and customer experience reputations.
We are halfway through 2018 and it's time to reflect and adjust course. There have been so many daily events that impact our corporate and personal brand that it is important to pause, reflect, and determine what we want to do and be as human beings.
Roger Lee, aka Dr. WFO, Founder and Principal Evangelist for Contact Center Advocates, will share how some of these world events have and will impact people, process, technology, and strategy as we continue to provide customer service and customer experience moving forward.
Dan Hale, Managing Director Customer Care, Best Western
Don’t miss this CCNG member webinar as we discover how Best Western Hotels and Resorts’ Contact Center used a continuous cycle of improvement to drive employee engagement 20% higher. You’ll hear Best Western’s step by step process and be provided with specific examples of how it worked in their contact center.
Chris Lawson, Managing Partner, Lawson Concepts and Scott Bakken, CEO, MainTrax
Join this live discussion with our speech analytics experts Chris Lawson and Scott Bakken as they discuss the trends of companies leveraging speech as well as those who have struggled and why. Regardless of the speech platform used, users often face common challenges. This is your chance to ask the experts. No matter where you are on the speech analytics spectrum, don't miss this opportunity to get answers from the insiders.
Chris Lawson, founder and president of Lawson Concepts, puts his more than 25 years of Fortune 500 IT contact center experience to work helping organizations harness information to reduce customer effort. His firm specializes in aiding companies with speech analytics blueprinting and high-performance knowledge management, thus enabling contact centers to better leverage their technology investment with solutions that redefine both the agent and the customer’s experience. Chris has served as both president and director of various customer technology/solution advisory councils for speech analytics vendors and is a regular speaker on the agent versus the customer experience, speech analytics, and service excellence.
MainTrax has been in a leader helping organizations with their speech analytics needs for more than 12 years and building more than 300 project with 10 different speech platforms. As co-founder and CEO of MainTrax, Scott Bakken helps organizations harness speech and text analytics technology to optimize contact center performance, regardless of technology platform. His firm specializes in developing projects with complex business rules and building language patterns present in text data to ensure clients are generating high value business insights. Free of allegiance to any one analytics company, Scott is recognized as an independent voice in the speech analytics industry and was named an Ernst & Young Entrepreneur of the Year finalist. He facilitates numerous workshops, and has been published in a number of industry trade journals.
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.
As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation. And far from being the domain of only large corporations – organizations of all sizes must now seek to gain insight into how customer experience is executed and ways to improve.
Join contact center veterans Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.
Zack Jalbert, Senior Manager - Customer Care, Total Wine
Are you building a contact center culture that the right people want to be a part of? We are under constant pressure, as leaders, to engage our employees, drive productivity, and meet business goals. If you have the right people, you can easily achieve it all.
Join us for “Onboarding, Cross-Training, Hiring and More!.” During this webinar, we will discuss how you can think differently about your people programs, how to increase retention, and how to drive better engagement. Hear the challenges your peers are facing and how they address with key solutions.
Join us to discuss:
• Making better use of your current resources without depleting them
• New techniques to ensure your people are happy and committed
• How your peers are dealing with this same issue and how it's making an impact on their business
Join us for a deep dive into 3 top trends in the contact center. Each trend will be explored on its own and then brought together at the end in a picture of what is actually happening in contact centers today.
Chatbots seem synonymous with artificial intelligence and are certainly sparking the imagination. We will explore the reach of AI in the contact center, both obvious and subtle.
OmniChannel success is in the eye of the beholder. From a customer experience perspective, it requires more than channel choices. Learn about the implications for your center.
Cloud is the favorite child today, but does it make sense for your organization? Learn some of the questions you need to ask to determine your best deployment strategy (cloud, premise, hybrid).
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.
Delivering an outstanding Customer Experience while maintaining or reducing costs is a dichotomy – On the one hand you’re under pressure to improve both self-service and contact center efficiency, and on the other hand you have a mandate to improve the customer experience across a number of metrics such as NPS and more. These goals are seemingly at odds and makes your role as a CX practitioner all the more difficult.
Join this webinar to explore the CX challenges organizations are facing today and how to most effectively accelerate your CX initiatives. The discussion will cover three primary topic areas that are hot in the industry: (1) How to improve self-service utilizing Visual IVR, Natural Language and chatbots, (2) Techniques for improving contact center efficiency while removing the digital to voice disconnect, and (3) How to optimize your back office processes with Robotic Process Automation.
This is an interactive session and participants are encouraged to submit questions.
Forrester research shows that CX-driven organizations grow revenue much faster than direct competitors with lower quality CX. What this means is that fixing broken experiences and making some transactional improvements is not enough. Join Noel Roberts (CTO) and Jamie Coutts (VP, Client Relationships) from Aria Solutions as they lead this interactive webinar discussing the six essential competencies businesses must establish and optimize to deliver the right CX time after time.
Brad Smidt, Senior Vice President, Greater Phoenix Economic Council
Over the past two decades, the Greater Phoenix region has become a dynamic hub for contact center operations. Industry titans such as USAA, American Express, State Farm, and Charles Schwab all call the region home and have significant business here. Not only are these operations still growing, others are following and ultimately finding success. From the business-friendly tax and regulatory environment, to a unique and vibrant quality of life for employees, find out how the history of Greater Phoenix has created the perfect environment for customer care operations to thrive.
Casey Kostecka, Chief Business Development Officer, Convergent
Gamification has been the hot new topic within the contact center world for the past year or two. Most all contact center leaders understand the appeal of incorporating game mechanics into their operations, and can visualize the excitement and subsequent employee engagement the games will promote. Yet most contact centers still haven't implemented gamification, due to the limited, real world ROI information available. Convergent Outsourcing has been utilizing games tied to key performance metrics for the past two years. During this webinar, Casey Kostecka, Convergent Outsourcing's CBDO, will share Convergent's gamification experience, actual metric improvement results, and ROI data.
In today’s market, in almost every buying process, companies are struggling to choose which way to deploy new technologies to support their customer service strategy. Moving applications to the cloud is no longer just a fad or buzzword. Large enterprises are building their entire IT strategy around the cloud. The problem is that there are some significant factors that cannot be ignored when considering deploying a customer facing, mission critical solution like the contact center technology in the cloud. In today’s discussion, we will explore some of the market trends, recommended steps to take to assess what is the right path forward, and key things to consider when deciding on a deployment strategy.
When your mother told you to “listen twice as much as you speak” she was right! With survey fatigue at an all-time record high, common sense will prevail to stop asking for feedback in bad surveys and start to listen more to what our customers are saying with the right survey techniques. Join Roger “Dr. WFO” Lee from OpenText Qfiniti and CCNG President David Hadobas as they discuss the alarming upsurge in bad surveys and best practices for collecting feedback that requires more “listening” than “asking”.
CCNG, in partnership with Tenacity, conducted a survey of CCNG members to see how they measure the cost of attrition. The findings surprised us! Participate in this webinar to 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, CEO 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
Roger Woolley, CCNG Member and Independent Consultant
In the fast pace world we live in today, customers are looking for quick, easy and effortless experiences to solve their problems. Companies, on the other hand, are striving to engage with their customers more often and build stronger relationships.
Online communities are well suited for these ongoing conversations where companies can strengthen their brand, lower support costs, and provide an easy way for customers to learn from each other.
Online communities are one of the fastest growing destinations for asking product questions, requesting product enhancements, and obtaining technical support. Learn how these five tips will maximize your online customer community and elevate your customer’s experiences.
Joseph Michelli, Chief Experience Officer, The Michelli Experience
As you know, 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.
Dr. Joseph Michelli, a Certified Customer Experience Professional, has helped and written about companies recognized for their customer experience excellence (e.g. The Ritz-Carlton Hotel Company, Zappos, Starbucks, Mercedes-Benz). In this webinar, Joseph will outline the “essential competencies” needed to "deliver outstanding experiences to every customer, every time – no excuses.” Join us for context and tools to elevate the experience of your internal and external customers by focusing on and integrating people, process, and technology.
Brad Snedeker, Director of Innovation, Calabrio & Nancy Jamison, Principal Analyst - Digital Transformation, Frost & Sullivan
Millennials have been flooding the workplace for a number of years, and with them they have brought change. In particular, this emerging workforce has had a big impact on customer contact with different requirements, attitudes, and technology. Is your contact center ready to handle the changing needs of the new workforce?
Mike Berlin, Senior VP Global Sales & Business Development, TelStrat
This webinar introduces Engage WFO SaaS™ (Software-as-a-Service), a managed service from TelStrat providing advanced call recording, quality management, analytics, and workforce management. We will describe the benefits of moving to a cloud-based subscription model, explore deployment options and multiple use cases. Learn how you can lighten the workload for your IT department while always having access to the most current software features. If you need to do more with less, increase productivity and customer satisfaction, and provide a clear view of performance, don’t miss this webinar.
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.