Looking to align your metrics with the voice of the customer? Hoping to dramatically increase customer satisfaction and loyalty? Striving to make the “business case” for contact center investment? Aiming to empower your team to be more efficient without sacrificing customer centricity? Some or all of the above?
If you answered “yes” to any of those questions, you won’t want to miss CCW Online: Performance & Agents.
The complimentary virtual event will help your customer experience function deliver an experience that dazzles customers and amazes business stakeholders.
It features an agenda of accomplished speakers – who have faced (and conquered) the challenges you are facing. As it is a virtual event, it also offers you the opportunity to network with peers, visit virtual booths and download complimentary content in pursuit of a more customer-centric AND business-centric contact center.
Check out the agenda – and register now!
Customer experience strategy is not a game of either/or. It is about delivering the best possible engagement for customers while also achieving paramount business objectives. Our opening keynote will help ensure your strategy is tailored to this best-of-both-worlds approach.
Businesses are growing and customer demands are evolving. Your business needs to prepare for this change, but it cannot sacrifice the current experience while doing so. Learn how to create an agile, versatile organization that is not simply capable of adapting but actually improving in the face of that change.
The process for hiring, staffing and managing a productive social customer care team differs from that of a traditional call center team in a few key areas. If your company is committed to offering social care, then joining this webinar is vital for your organization. You’ll learn how to determine the ideal team setup and staffing structure for your social customer care program, what skills and characteristics to look for when hiring social care agents and tips for putting the right management and coaching process in place.
The customer experience plays a pivotal role in the success of the business, and there can accordingly be no half measures when it comes to CX strategy. All corners of the customer experience must feature the right mindset, the right practices and the right technology. Diagnose (and optimize) your customer experience program as our speaker walks through these 7 crucial tenets.
Agent engagement is not just about creating a happy culture. It is not just about recruiting and training the workforce. It is not just about spurring performance improvement. It is about achieving all three aims, ensuring your customer experience team is ready to do what is best for the customer and for the business. This session will explore the dynamics of a great contact center workforce program.
Is agent desktop complexity killing your customer service? With so many systems and applications, agents are hard pressed to deliver the great experience your customers expect. Training on all those systems is time-consuming, making it difficult to get new agents up-and-running quickly. Join this webinar to hear why bringing systems and applications together into an all-in-one engagement solution boosts agent performance and productivity. We’ll help you identify ways to streamline systems and applications to give your agents a more complete view of the customer.
It is easy to understand how a great conversation can win a customer’s undying loyalty. Can the same be true of a simple, low-touch, technical interaction in a digital or even self-service environment? Our speaker will provide the answer (spoiler alert: it can).
Difficult – let alone hostile – customers present your business with the ultimate moment of truth. Your success in not only addressing their issue but diffusing their heightened emotion will greatly determine your ability to maintain the customer’s satisfaction, loyalty and future business. Given these stakes, escalation strategy is a paramount component of performance management. Cheryl China, who leads the escalation team at Citizens Bank, will share her best practices in this exclusive Q&A.
Since customer service is only one small part of the customer experience, elevating performance will require more than simply optimizing service. This session look at improving the totality of customer engagement, paying specific attention to the sales, marketing and customer retention functions
In order for contact centers to increase service levels and reduce costs, agents need immediate support from experts during customer interactions, not after the fact. Through a live demo and presentation, you will learn how to improve key metrics like FCR, AHT and NPS by 10+% through a groundbreaking agent coaching solution that uses real-time data and events to trigger web collaboration sessions between experts and agents while interactions are in progress. This session is relevant for those seeking next-generation training, monitoring, escalation handling and analytics-driven intervention solutions.