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Alcon Hosts Contact Center Leaders at Recent CCNG Regional Networking Event!

CCNG

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.

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How To Engage & Ignite Your Organization For Exceptional CX Technology Execution

CCNG

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. For the full one hour Town Hall recording, visit the CCNG website, Programs, Town Hall Spotlights once released for non-members. Below are key points from this discussion.

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Employee Engagement, are we still tripping over the same rocks?

CCNG

In a recent CCNG member Town Hall event, members Vicki Brackett and Kevin Zyskowski led a discussion on improving employee engagement. Use this link to view and listen to this entire CCNG Member Town Hall event on the CCNG BrightTalk channel.

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The Recruitment Tsunami

CCNG

By Jason Mercer-Pottinger During a recent CCNG Town Hall I discussed with members the strategies and incentives contact centers are using to address a very challenging labor market. As I see it, the true value of CCNG Town Hall events is the peer led discussions around what other organizations have done to stop this Tsunami.

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2021 Industry Expert Contact Center Predictions (Replay)

Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex

In case you missed the original live recording of this CCNG Fireside Chat, we invite you to register and join us for the replay. Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021.

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Facing Today's Challenges With One Invincible Human Superpower

CCNG

Greg Salvato is a valued CCNG member sharing his insights and experience on a variety of topics including leadership in the customer care field. What's the most effective tool we have for this? Greg is CEO TouchPoint One, a leading provider of employee engagement and performance management solutions for contact centers.

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The Contact Center Training Evolution

CCNG

In a recent CCNG Town Hall event, members Amas Tenumah and Amayea Maat reviewed the evolution of training in the customer contact and experience delivery arena. CCNG long time member, Amas is the author of 4 books, keynote speaker and Founder of BXG Academy focused on “Digital Training for the modern Human”.

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CSR Recruiting, Hiring and Retention

Speaker: Andrew Decker, Customer Care Manager, VSP

Watch this re-released conversation between Andrew Decker, Customer Care Manager for VSP, and David Hadobas, President and CEO of CCNG, as Andrew shares VSP's success story for improving the recruiting, hiring, and retention process of their front line CSRs.

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Customer Engagement + Bots: Connect with your customers in a new way

Speaker: Noel Roberts, CTO and VP of Marketing, Aria Solutions

Join CCNG member Noel Roberts of Aria as he discusses how to leverage chatbots to deliver excellent customer service that improves the customer experience and drives ROI. We’ll look at some of the challenges facing organizations, including common pitfalls, and will recommend ways to avoid them.

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Reducing Agent Effort and Lowering AHT for a Better CX

Speaker: Roger Lee, Director - Customer Success, Gridspace

Join Customer Contact Central's site partner, CCNG, for this discussion in which Roger Lee, Director - Customer Success for Gridspace, will share his thoughts on how to utilize machine learning speech analytics to provide agent assistance to improve both the employee and customer experience.

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Building Your CX of the Future - Take the First Steps Today

Speaker: Chris Bauserman, VP Segment and Product Marketing, NICE inContact

Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future. Your customers, and your c-suite, are pressuring you to innovate and improve.

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How to Take Your Contact Center Omnichannel in 2022

Speaker: Cognigy and CCT

Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. But what about other digital channels? Customers of 2022 are more likely to expect brands to communicate with them on their channel of choice.

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The Cure for Contact Center Frustration

Speaker: Robert Bradshaw, President, Got/IT

For too long, contact centers have been unable to continuously and precisely value the true cost of decisions across each contact channel and team in a way that is actionable, understood by everyone from C-level to agent, and manageable.

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CX Transformation Begins with Culture

Speaker: Scott Schoenherr, SVP Operations/Technology, HealthCare Claims Management, Mary Hall, Founder/CEO, CultureWise Consulting and Max Ball, Director of Product Marketing, RingCentral

You have probably heard the quote "Culture eats strategy for breakfast." As you embark on your CX transformation journey, the first step is to focus on your culture. You can introduce all the state-of-the-art technology, but if you don't address culture first, your transformation is going to fall short.

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Why Your Contact Center's Success Depends on Conversational Automation in 2021 (Replay)

Speaker: Derek Roberti, VP Technology, Cognigy

Since the Global Financial Crisis of 2008, there has been pressure on all departments to reduce costs, streamline operations, slash headcounts, and become more efficient. The catch is that you also have to deliver improved results – and all in a business environment that is more complex, more interlinked, and more competitive than ever before.