“Quality” – A Reality Revolution

Jennifer Richard, Director Contact Center Operations, McKesson
Join Jennifer Richard, Director Contact Center Operations at McKesson as she shares her organizations Quality Revolution journey and how it has led to an elevation of the customer (and agent) experience. An ICMI Certified Contact Center Strategic Leader, Jen has been leading contact centers for over 15 years. Her concept of evaluating and evolving the QA process, then equipping agents with the tools and understanding to be successful, is changing the status quo for her organization.
Sep 11 2013
21 mins
“Quality” – A Reality Revolution
More from this community:

Customer Success

  • Live and recorded (169)
  • Upcoming (1)
  • Date
  • Rating
  • Views
  • Channel
  • Channel profile
  • Intraday Automation - The Next Big Thing in Workforce Management Recorded: Mar 3 2015 25 mins
    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
    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
    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
    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
    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
    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
    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
    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
    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
    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
    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
    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
    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
    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
    A brief overview of the people and process that make InnoSource stand out against traditional staffing firms.
  • Perspectives on Leadership with Jim Vitali Recorded: Mar 13 2014 26 mins
    Perspectives is an executive interview series. These one-on-one conversations with Contact Center Leaders let us explore their insights and personal experience on effective leadership.
  • Trend Spotting: 7 Big Contact Center Changes to Look Out for in 2014 Recorded: Mar 10 2014 24 mins
    Join this podcast to review key findings of the 2013 Contact Center Benchmark Assessment. Compiled from the insights of over 300 contact center professionals, it unearths the trends and objectives at the heart of contact center strategy in 2013. Join Mariann McDonagh, Chief Marketing Officer at inContact, as she shares the results and the 7 big changes set to impact the contact center industry this year.
  • Perspectives on Leadership with Linda Souva Recorded: Feb 5 2014 27 mins
    Perspectives is an executive interview series. These one-on-one conversations with Contact Center Leaders let us explore their insights and personal experience on effective leadership.
  • Perspectives on Leadership with Yolanda France, Salt River Project Recorded: Feb 4 2014 27 mins
    Perspectives is an executive interview series. These one-on-one conversations with Contact Center Leaders let us explore their insights and personal experience on effective leadership.
  • Perspectives on Leadership with Steve Riddell, COO, Blinds.com Recorded: Nov 20 2013 33 mins
    An interview series with Contact Center Leaders to explore their perspectives, insights, and experiences on effective leadership in the contact center environment.
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.

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: “Quality” – A Reality Revolution
  • Live at: Sep 11 2013 9:15 pm
  • Presented by: Jennifer Richard, Director Contact Center Operations, McKesson
  • From:
Your email has been sent.
or close
You must be logged in to email this