2013 Contact Center Executive Summit Highlights

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CCNG International Inc. shares highlights from their 2013 Contact Center Executive Summit in Arlington, Texas on September 23rd and 24th with 50 contact center and customer care executives.

Opening - David Hadobas, President and CEO, CCNG

The 2013 CCNG Executive Summit definitely exceeded my expectations...

“Wow, what a strong group of senior level people we had at the event this year” said David Hadobas, President and CEO of CCNG. “The dialogue and exchange of ideas was fantastic!”

“The 2013 CCNG Executive Summit definitely exceeded my expectations”, says Jennifer Richard, Director of Contact Center Operations, McKesson (a presenter this year). “All content was relevant and timely and the conversation with the group was truly engaging. Absolutely a great experience and well worth the investment and I would recommend to anyone who needs to recharge their batteries with some of the smartest people in the industry”.

Some of the presentation highlights –

6 Disruptive Forces That Can Derail Your Customer Experience – Flavio Martins, VP Support. Listen to the webcast interview with Flavio about this presentation.

Turning the Customer Value Proposition on Its Head – Eileen May, Sr VP, TouchPoint Solutions. Listen to a past webcast interview with Eileen.

The Impact of Analytics on the Customer Experience – Amas Tenumah, VP Contact Center Operations, Teleflora. Listen to the webcast interview with Amas about this presentation.

Measuring Quality - A Reality Revolution – Jennifer Richard, Director of Contact Center Operations, McKesson. Listen to the webcast interview with Jennifer about this presentation.

Customer-Centric Best Practices – Kathyrn Jackson, ResponseLearning Corporation.
Listen to the webcast interview with Kathryn about this presentation.

Customer Experience: It's Not Just the CSAT Score - It's a Journey – Anna Convery, VP Strategy, OpenSpan.

Improving the Customer Experience with an After-Call Survey – Lynn O’Neill, Corporate VP, New York Life Insurance Company.

Delivering Tomorrow's Customer Experience Today – Laura Bassett, Director of Marketing, Customer Experience and Emerging Technologies, Avaya.

Improving Customer Experience Through Complaint Management – Craig Keaney, Sr. VP, Chase Mortgage Banking.

Quality and Workforce Optimization Best Practices – Patrick Botz, VP Marketing, Voice Print International.
The Contact Center of the Future – Tim Houlne, President, Working Solutions.

How to Hire for Customer Satisfaction – Tracey Ellison, Director Business Development, FurstPerson.

Six Ways to Help Customers Like You – Greg Alcorn, President, Global Contact Solutions.

Are You Ready for the Omni-Channel Consumer? – Michael Kropidlowski, Senior Manager Product Marketing, Aspect Software.

Doing more - and better - with less! Innovative Peer Quality Monitoring – Lisa Rotherham, Customer Care Director, Augsburg Fortress.

Best Practices for Scheduling an At-Home Agent Workforce – Steve Johnson, Regional Sales Director, Pipkins.

CCNG International Inc.
Founded in 1992, CCNG is a member Professional Peer Network (PPN) for contact center and customer care executives, management and leaders. Our mission is to connect colleagues throughout the industry and spread success. The CCNG Network members share best practice insights and experience with peers from top contact center organizations throughout the industry.

Benefits of Joining the CCNG Network:

  •     Build and expand your network of valuable professional relationships with contact center leaders and award-winning organizations throughout the industry.
  •     Leverage the knowledge of an industry-wide network of experts and peers.
  •     Showcase top performing people and programs to build industry recognition and support operational excellence within your organization.
  •     Explore new ideas. Build more effective programs, raise performance, and reduce risk throughout your organization.

CCNG offers events, programs and resources to all levels of contact center, customer care and customer experience professionals. This is how good contact center organizations continue to get better. “Like” us on Facebook and Google+, follow us on Twitter.

More information is available at these CCNG web sites:

CCNG.com, OptimizingCustomerContact.com, ExecSummit.com, OptimizeYourCallCenter.com

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Michelle Porterfield
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