Thank you to everyone who attended and participated in the CCNG 2012 Phoenix Optimize event that was held on March 27th.
If you would like to view the information that was presented at this event click here.
COMING SOON ... Watch for information on Phoenix Optimize in March 2013!
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Optimizing Customer Contact
You're invited to uncover the secrets of the best contact centers and find out how to apply them in your organization! We'll reveal new contact center optimization solutions that are now accessible and affordable to organizations of all sizes. You'll learn breakthrough strategies and techniques you can use to exceed customer expectations, raise performance standards, and achieve your career goals. You'll discover powerful new ways to set and measure the right performance objectives, improve quality of service, and win the support of top executives.
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Who Should Attend?
The "Optimize" Series is designed for executives, managers, and IT decision-makers of businesses who need to stay informed about the latest industry trends, best practices, and rapidly evolving customer contact solutions.
Interact with Contact Center Industry Experts and Colleagues
Attendees will have the unique opportunity to learn about industry best practices from CCNG member experts in customer contact. The agenda is designed for high interaction with all attendees and all presenters.
Agenda
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8:00 - 8:30am |
Registration and Networking Breakfast |
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8:30 - 9:00am |
Welcome and Introductions |
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9:00 - 9:30am |
Member Keynote: Optimizing Your Center by Implementing Work At Home
Presented by Matt Johnson, Operations Manager, APAC Customer Services |
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9:40 - 10:10am |
Member Keynote: Five Ways to Improve Workforce Efficiency and Quality
Presented by Penny Reynolds, The Call Center School |
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10:10 - 10:30am |
Networking Break |
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10:30 - 11:45am |
Open Town Hall |
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11:45 - 12:30pm |
Networking Lunch |
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12:30 - 1:30pm |
Case Study Presentations
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The New Definition of an Office
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Cutting the Cord - Wireless in the Contact Center
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The Ripple Effect of Continuous Process Improvement
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Contact Center Quality and Performance Management Best Practices
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Get More Out of Your Contact Center
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1:30 - 2:45pm |
Interactive Work Group Discussions
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Remote Workforce
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Think Outside the Cubicle
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Contact Center Metrics That Matter
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Improving Customer Experience Through Cloud Computing
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2:45 - 3:00pm |
Meeting Wrap Up |
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3:00pm |
Sponsor Showcase |
Meeting Location Information:
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Meeting Location: |
Cox Communications |
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Meeting Address: |
17602 N. Black Canyon Highway |
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Phoenix, AZ 85053 |
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CCNG Contact: |
Michelle Porterfield |
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CCNG Email: |
mporterfield@ccng.com |
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CCNG Phone/Fax: |
971.267.CCNG (2264) / 972.539.9661 |
We would like to thank VPI, Cox Communications, Five 9, Plantronics, OpenSpan, and Injixo for sponsoring this Optimizing Customer Contact Series Event!
