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The Uber-Simple Customer Journey for Contact Centers
The Metrics Evolution: Strategic Changes Impacting Customer Service
Two Experts Tackle 2014's Top 3 Contact Center Issues
4 Innovative Agent Strategies to Empower Customer Service
Rethink Contact Center Metrics to Empower Agents and Profits
Reinventing and Modernizing Contact Center Productivity
How to Reshape the Agent Elements of Customer Experience
Measuring Customer Experience: 5 Frequent Issues and 5 Actions
Three Hidden Causes of Poor Service and Customer Experience
Leverage Key Metrics to Power Decisions on Customer Experience
Key Metrics That Matter in a Customer Experience World
Empower Your Agents to Achieve Customer Experience Nirvana
Measuring Customer Experience, Then Using Those Results
Customer Experience: The Benefits vs. Costs and How To Improve
Customer Experience is the New Marketing: Servicing Customers and Building Brand
Measuring Customer Experience vs. Knowing How to Achieve It
Merging Customer Experience, Output, and ROI



Webinars


The Uber-Simple Customer Journey for Contact Centers

Wednesday, January 21st, 2015

Guest Speaker and Industry Expert
Jay Minnucci
President & Founder
Service Agility

  • Produce More With Less Via Simplicity

  • How Other Companies Made It Happen

  • Achieve Customer Experience Nirvana

Industry speaker and author Jay Minucci talks frankly about how the customer journey is changing in leading contact centers. Simplicity and speed are critical, and leaders are leveraging those changes to boost retention and empower repeat sales.

Loyalty and net promoters sound great, but with limited budgets, how are they doing it? Minucci cites examples of what's worked for other companies and the results they achieved by first identifying and then focusing on what the customer really wants.

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The Metrics Evolution: Strategic Changes Impacting Customer Service

Thursday, November 13th, 2014

Guest Speaker and Industry Expert
Scott Sachs
President, SJS Solutions
SJS Solutions

  • Why These 4 Will Measurably Impact 2015

  • How Best To Leverage The Financial Effect

  • The Wish List: 5 New Analytics Needed Now

  • Which Metrics Are Hot Or Fading And Why

Today's goal is to thrill customers, not just satisfy. Yet agent productivity is crucial in this rapidly changing multi-channel world. Hear which analytics are rising in popularity, why, and how executives are leveraging those to increase budgets and adjust their contact center priorities.

Industry expert and author Scott Sachs shares insights on 4 analytics trends that leaders already use to boost performance, customer experience, and budgets. Other measures are falling. Scott shares why that is and adds 5 new analytics he thinks should evolve from concept to reality in 2015. Join us to hear real insights and best practices.

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Two Experts Tackle 2014's Top 3 Contact Center Issues

Tuesday, September 30th, 2014

Guest Speaker and Industry Expert
John A. Goodman
Vice Chairman
Customer Care Measurement & Consulting

Guest Speaker and Industry Expert
Dee Kohler
Director of Client Operations
Ensocare

  • Proactive Customer Experience Priorities

  • Multi-Channel: How And When To Expand

  • Boosting Agent Performance & Motivation

The 3 big industry issues of agents, customer experience, and multi-channel share surprising similarities. They're debated hot topics, and the solutions are difficult to both choose and implement. The resulting resistance to change generates opportunities that market innovators use to widen the gap between the haves and have not's.

Industry veterans John Goodman and Dee Kohler break down the problems and simplify your decisions on all 3 issues. Actionable next steps are presented on each that will empower you with a low-risk action plan to boost your results. Break out of paralysis and the usual daily issues to acquire the insights John and Dee use to accelerate meaningful customer service change.

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4 Innovative Agent Strategies to Empower Customer Service

Thursday, August 8th, 2014

Guest Speaker and Industry Expert
Ike Ahmed
VP Client Care & Strategy
Talk2Rep

  • 5 Common Myths About At-Home Agents

  • Align Your Resources With Your Customers

  • Metrics To Boost Customer Experience

  • Tips On Agent Hiring, Usage, & Motivation

Let's face it. Maximizing customer experience and generating 'net promoters' are challenging enough. Now add in budget constraints, new channels, increasing volume, agent productivity and management expectations. These strategic challenges are daunting when your team is busy fighting fires on the contact center floor.

Agents average 70% of operating expenses, so best practices there generate the greatest ROI. Industry veterans and event speakers Jim Ryan and Ike Ahmed share insights and new approaches to better align your personnel resources with company and customer needs. Join us to hear real examples of how to better empower your agents.

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Rethink Contact Center Metrics to Empower Agents and Profits

Thursday, June 26th, 2014

Guest Speaker and Industry Expert
Kent Coviello
VP Operations
Convey Health Solutions

  • Top 10 Metrics and Their Impact on Agents

  • The Big Problems with First Call Resolution

  • CX vs. NPS vs. Customer Effort - A New View

  • How to Better Leverage Metrics for Profit

Too many numbers in your reports? Measuring agent and contact center performance are crucial as today's goal is to thrill customers, not just satisfy. The challenge is analyzing those endless data reports to uncover real opportunities to boost agent productivity and customer experience. A Temkin study says only 25% of F500 companies measure and then take decisive actions. So what now?New approaches are a must. From seamless cross-channel to reducing customer effort to better visualization tools, industry expert and popular speaker Brian Flagg shares his insights on 6 ways to make it happen. Empowering agents to boost their motivation, performance, and retention is critical. Add in 3 existing practices that Brian recommends discarding, insights on sector trends from Andrew Neff, and this is not your traditional approach to productivity.

Industry veteran Kent Coviello shares his insights on the top 10 metrics to focus on and reasons why. He outlines the problems and myths of FCR, then offers a new answer to the debate on customer experience vs. effort. Coviello highlights actions that will empower executives to better leverage their metrics, simplify decisions and increase profitability. Join us to hear real insights and best practices.

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Reinventing and Modernizing Contact Center Productivity

Thursday, May 9th, 2014

Guest Speaker and Industry Expert
Brian Flagg
President
Flagg and Associates, LLC

  • 6 Modern Ways to Increase Agent Efficiency

  • 3 Practices to Eliminate (Just blow 'em up!)

  • Empower a Multi-Channel Agent Experience

  • The Visual Heat Map: New Real-Time Reports

Simultaneous challenges are the new norm. Today you must boost customer experience, better engage your agents, build a superior multi-channel and literally thrill customers into net promoters. Easy, right? Winners rise in the rankings and expand budgets. Losers fall further behind. Somehow leaders are 'adapting to the disruption' to generate the stronger CX, FCR and NPS that executives demand, but how? New approaches are a must. From seamless cross-channel to reducing customer effort to better visualization tools, industry expert and popular speaker Brian Flagg shares his insights on 6 ways to make it happen. Empowering agents to boost their motivation, performance, and retention is critical. Add in 3 existing practices that Brian recommends discarding, insights on sector trends from Andrew Neff, and this is not your traditional approach to productivity.

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How to Reshape the Agent Elements of Customer Experience

Thursday, March 20th, 2014

Guest Speaker and Industry Expert
Randi Busse
President and Founder
Workforce Development Group

Guest Speaker and Industry Expert
Shawn Smith
Director of Operations
Western&Southern Insurance

  • Key Myths About Agent Motivation and CX

  • How Engagement Drives Net Promoter Score

  • Improve CX, Productivity and Revenue

  • First Hand Stories from a F500 Company

Customer experience (CX) is the focus of contact center leaders, yet the agents need to make it happen. Today's agents must thrill customers in this multi-channel world, not just satisfy. Yet agent skills, motivation, and retention remain nagging issues. How can you empower your agents to produce the strong FCR, CX and NPS that executives demand in order to justify budget increases?

New goals demand a new approach. Industry expert and popular speaker Randi Busse shares her insights on boosting agent performance, motivation, and retention. Her 'turn rants into raves' approach benefits both contact centers and their customers. Shawn Smith provides insights on how to best evaluate new technologies for agents, then highlights 2 real examples from his Fortune 500 company.

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Measuring Customer Experience: 5 Frequent Issues and 5 Actions

Thursday, January 23rd, 2014

Guest Speaker and Industry Expert
Jim Rembach
Senior Vice President
Customer Relationship Metrics

  • Leading Customer Experience (CX) Measures

  • 5 Untold CX Issues That Need Fixing

  • How It Impacts Agent Turnover and Hiring

  • 5 Actions To Take to Boost Your Results

Customer experience (CX) is a focus of contact center leaders. Today's goal is to thrill customers, not just satisfy. Yet agent productivity is crucial in a multi-channel world. Measuring CX accurately is difficult, and acting on those measures is tougher yet. A Temkin study says only 25% of F500 companies measure and take decisive actions. So now what?

Industry expert and popular speaker Jim Rembach shares insights on 4 different CX measures with industry examples. Rembach explains 5 common misconceptions and 5 specific actions to take to improve results. Andrew Neff highlights 2 relevant corporate examples of what worked ... and what didn't. Join us to hear real insights and best practices.

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Three Hidden Causes of Poor Service and Customer Experience

Thursday, November 14th, 2013

Guest Speaker and Industry Expert
Jeff Toister
President
Toister Performance Solutions

  • How to Fix 3 Common Service Failures

  • Which Metrics Matter More Now

  • Reduce Waste and Retain Customers

  • Address Agent Turnover and Hiring

The goal today is to thrill the customer, not just satisfy. Increasing volume, channels, and agent turnover are escalating the pressure to produce results faster and faster. Service failures still occur constantly even when the employees are passionate and well-trained. How can that be? More importantly, how can we fix it?

Hear actionable advice from ICMI speaker and recognized industry leader Jeff Toister on what 3 recurring mistakes he sees most often in contact centers. His interactive tests, insights and real-life examples will have you rethinking your approach to boosting agent productivity.

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Leverage Key Metrics to Power Decisions on Customer Experience

Thursday, September, 19th, 2013

Guest Speaker and Industry Expert
Pat Perdue
CEO & Chief Experience Architect
Socialicity Media

Guest Speaker and Industry Expert
Rosetta Carrington Lue
Chief Customer Service Office
City of Philadelphia

  • 4 Different Measures of Customer Experience

  • Which Metrics Rationalize Your Multi-Channel

  • Leverage Metrics with Mgt., Mktg., & Agents

  • How to Track Social and Show the ROI

  • Logical Steps When Critical Metrics Suffer

With new channels growing rapidly, new metrics being tracked and a spotlight on customer experience, the contact center landscape is evolving quickly. Has your approach? Are you truly utilizing the best data in your reports? Industry insiders and event speakers Pat Perdue and Rosetta C. Lue will share their insights live, talking market challenges, new metrics to track, and which measures simplify key decisions.

Hear which new metrics matter most for customer experience, and which one has progressed from ‘new’ to a standard. Learn which measures leading centers use to justify expanding their channels of support. Step out of ‘analysis paralysis’ with insights on how metrics are evolving. Real-life stories and case studies will resonate with contact center execs wanting to better leverage their data.

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Key Metrics That Matter in a Customer Experience World

Thursday, July 25th, 2013

Guest Speaker and Industry Expert
Brian Golden
Senior Partner
Contact Center 411

  • Mystery Metrics: 4 New #'s Leaders Use

  • 5 Key Measures Of Customer Experience

  • How To Track Social and Show the ROI

  • Leverage Metrics With Mgt, Mktg, & Agents

  • Actions To Take When Critical Metics Suffer

With new channels, social interaction, new data collection, and a customer experience focus, the contact center landscape is quickly evolving. The question is … have your metrics? How much have your reports changed in 5 years? Seasoned industry insider and event speaker Brian Golden shares his insights on the key metrics that matter in today’s leading contact centers.

Hear what new metrics industry first-movers are now tracking. Learn how to identify the critical measures that truly drive performance and how to use that data to maximize positive impact. Customer experience and social customer service remain hot topics, but measuring each is difficult. Hear different CX and social measures and when to use each. Take actionable learning as Brian shares insights on which metrics to share with different groups and how to fix key measures when they fall short.

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Empower Your Agents to Achieve Customer Experience Nirvana

Thursday, May 23th, 2013

Guest Speaker and Industry Expert
Jay Minnucci
President & Founder
Service Agility

Guest Speaker and Industry Insider
Renee Rupp
Vice President, Customer Care
Medical Mutual

  • Key Myths About Customer Experience

  • Why Efficiency Matters More Now

  • 2 Missing Elements to Agent Motivation

  • Medical Mutual VP Explains What Worked For Her...And What Didn't

Skill requirements for CSR's have jumped. More importantly, agents today must thrill the customer, not just satisfy. Traditional agent efficiency tips no longer solve these problems, and post-hire training still focuses on systems. How can you elevate your agents to produce the FCR, NPS scores, and Customer Experience that executives demand in order to justify budget increases?

New goals demand a new approach. Industry expert and 2013 CCA speaker Jay Minnucci knows that challenge well and will share his insights. Minnucci uses different methods that focus on the critical elements to agent engagement, efficiency and education that many centers are missing. Renee Rupp, VP at Medical Mutual, a Keynomics client, outlines her gameplan that increased CSAT and NPS scores while boosting agent motivation. As it wasn't easy, Renee shares her learning and her new approach to working with the contact center and senior management.

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Measuring Customer Experience, Then Using Those Results

Thursday, March 27th, 2013

Guest Speaker and Industry Expert
John Goodman
Vice Chairman
Customer Care Measurement and Consulting

  • 6 Myths on Customer Experience (CX)

  • 4 CX Measures Including Pros and Cons

  • Communicating & Monetizing the CX Impact

  • Insights from 3 Fortune 500 Examples

Metics have ruled the contact center for years, yet customer experience (CX) is becoming a game changer. The impact, positive or negative, can be immense. For all of the discussion, measuring CX accurately is difficult. Even more challenging is communicating to internal people the improvements needed to boost CX and monetizing the results of those changes. Management wants to hear the impact on CSR's and see the business quantified. So now what?

Industry expert and ACCE speaker John A. Goodman breaks down that issue with relevant insights and industry examples. He highlights the pros and cons for each measure, then provides real insights on communicating the CX dilemma to other departments as a call to action. Joey Fulcher shares relevant insights from a Fortune 500 bank including their dilemma and attempted solutions. Join us for an opportunity to hear real insights and best practices from industry veterans.

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Customer Experience: The Benefits vs. Costs and How To Improve

Thursday, January 24th, 2013

Guest Speaker and Industry Expert
Martin Prunty
Managing Partner
Contact Center Professionals

  • 6 Myths on Contact Center Productivity

  • New Methods for Analyzing Handle Time:
    Identify the Positive, Then Fix the Rest

  • Insights from 3 Fortune 500 Examples

Customer experience remains priority one in 2013. Market leaders are advancing here, but with the benefits come challenges and costs. Is the net effect positive? How can we make it so? Management does not want to hear about productivity issues or increased costs in the new age of customer experience. So now what?

Martin Prunty of Contact Center Professionals breaks down that issue with relevant insights, industry examples, and solutions to identify and then tackle possible problems. Joey Fulcher, Product Director from Keynomics shares 2 relevant Fortune 500 situations including attempted approaches and specific results achieved. Join us for an opportunity to hear real insights and best practices from industry veterans.

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Customer Experience is the New Marketing: Servicing Customers and Building Brand

Thursday, November 15th, 2012

Guest Speaker and Industry Expert
Colin Taylor
Founder and CEO
The Taylor Reach Group

  • CSR's Delivering Branding and Service

  • How Contact Centers Should Work with Marketing...and Vice Versa

  • New Techniques: Customer Mirrors

  • 6 Tools for Branded Customer Experience

  • Insights from 3 F500 Examples

A powerful element of the customer experience is the marketing message and selling. True contact center branding is longer lasting and less expensive than traditional marketing. Leading companies leverage this trend to literally build their business, but can established companies do the same? CSR’s just focus on metrics, handle time and contacts processed. Marketing lives in their own world and simply emails positioning updates.

Well-known industry expert Colin Taylor shares insights and tools to empower CSR’s into brand builders. Agents are the touch points for customer interaction, and new techniques like customer mirrors uncover discrepancies. Learn how contact center and marketing execs actually align their efforts (and budgets), then secure the productivity tools that CSR’s need to elevate their customer experience. Joey Fulcher from Keynomics shares the learning a Fortune 500 insurance company uncovered as it traveled this road.

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Measuring Customer Experience vs. Knowing How to Achieve It

Thursday, September 20th, 2012

Guest Speaker and Industry Expert
Robert Davis
Founder and President
RCDA

  • 4 Metrics that are Still Crucial, 1 that Isn't

  • 6 Proven Tools for Increasing FCR

  • Where to Invest Time and Resources

  • Insights from 2 Fortune 500 Examples

Metrics have ruled the contact center for years, yet overall customer experience is gaining prominence as a game changer. Measuring it accurately is time consuming and difficult. Industry insider Robert Davis, founder of RCDA and a customer experience expert, will discuss how CSR's dramatically overestimate customer satisfaction, review how the best companies address that, and share insights on which metrics remain crucial while others are not.

Measuring is one challenge, but the real goal is improving customer experience. Davis will present 6 proven techniques for boosting FCR and how and when those are best used. Joey Fulcher, Product Director from Keynomics, will share 2 Fortune 500 examples including issues tackled, solutions considered, and specific results achieved with Keynomics. Join us to hear real insights from industry veterans on what tools can improve your results.

Management from contact centers, back offices, operations, and customer service will hear real insights from industry insiders.

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Merging Customer Experience, Output, and ROI

Thursday, July 27th, 2012

Guest Speaker and Industry Expert
Kathleen Peterson
Chief Vision Officer
Powerhouse

  • Myths vs. Reality in the Market
  • Common Mistakes Contact Centers Make
  • What Worked at Amalgamated Life Insurance

Tight budgets force leading contact center and back office executives to get creative on improving both ROI and customer experience. Leaders able to demonstrate real improvements that are fast, easy, cost-effective and yield measureable results truly appreciate the benefits and then receive positive management recognition. Rey Lago of Amalgamated Life Insurance will share the actual results from a Keynomics implementation that yielded tremendous gains in both return on investment and customer experience. Rey will relate what worked, what didn’t, and valuable lessons learned. In addition, you'll hear real market insights and insider learning from well-known industry veteran Kathleen Peterson of PowerHouse Consulting. Join us for a rare opportunity to hear from industry pros and learn how to harvest your low hanging productivity fruit!

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