Most contact center leaders view the touchpoint from agent to customer as the most important. The rise of chatbots and AI has changed that. Join Jim Rembach, Editor in Chief of CX Global Media, and learn how to seamlessly weave great technology with happy, empowered contact center agents.
Beyond the Codes_Repositioning towards sustainable development
The Future of Contact Centers: A New Paradigm for Superior Customer Experience
1. The Future of Contact Centers: A New
Paradigm for Superior Customer
Experience
Jim Rembach Julie Lawson
With: Moderated by:
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Webinar Series
2. 2The Future of Contact Centers
Creative Virtual, winner of the Queen’s Awards for Enterprise: Innovation 2017, is a global leader in
conversational self-service solutions that bring together humans and artificial intelligence to enable
anywhere, anytime customer and employee engagement. Leading global organizations rely on our award-
winning V-Person™ technology to improve their support experience, reduce costs, increase sales and build
brand loyalty. Backed by an experienced, expert team as well as an extensive partner network, our
innovative virtual agent, chatbot and live chat solutions, along with our knowledge management and
business intelligence platform, empower organizations to provide consistent, accurate, personalized and
seamless omnichannel engagement.
3. Smart solutions & expert guidance to
help you build better relationships
with your customers & employees
✓Contact Center Agent
Support
✓Customer Support
✓Employee Support
4. “The use of a single knowledge control center for
both customer-facing and contact center chatbots
bridges the gap between previously siloed
engagement channels. It aligns the contact center
directly with the digital function.”
Frost & Sullivan, 2019 Best Practice Awards
AI-Enhanced Customer Self-Service Product
Leadership Award
5. 5The Future of Contact Centers
Click on the Questions panel to
interact with the presenters
https://www.customercontactcentral.com/frs/14899944/the-future-of-contact-centers--a-new-
paradigm-for-superior-customer-experience
6. 6The Future of Contact Centers
About Jim Rembach
Jim Rembach is recognized as a Top 50 Thought Leader and CX Influencer. He's a certified Emotional
Intelligence practitioner and host of the Fast Leader Show podcast, Editor-in-Chief of CX Global Media,
and developer of the Contact Center Virtual Summit and Call Center Coach, the world's only virtual
blended learning academy for contact center supervisors and emerging supervisors.
About Julie Lawson
Julie Lawson majored in English at Boston University. She worked at the college radio station,
WTBU, where she developed a passion for producing shows with good music and good stories.
She started her career at a small publishing house in Los Angeles and went on to become Webinar
Coordinator at Aggregage, where she produces webinars and facilitates BTS webinar functions. In
her spare time, she enjoys going to the beach, camping and reading great books.
7. 7The Future of Contact Centers
Most contact center leaders view the touchpoint from agent to
customer as the most important. The rise of chatbots and AI has
changed that. The touchpoint from contact center leaders to their
employees has become essential in order to introduce these new
technologies as a form of empowerment rather than a total
replacement. With turnover increasing and employee engagement
plummeting, focusing on this touchpoint is vital for employees to
interact with customers in a more efficient and emotionally intelligent
way.
Webinar Description
8. 8The Future of Contact Centers
By the end of this webinar, you will learn:
1. The biggest contact center opportunity that most organizations
2. Why motivating people doesn’t work and what does
3. The 12 reasons why the leader-to-agent touchpoint fails
4. The critical-to-success behaviors and skills that lead to success
5. Your 3 New must-have skills in the new COVID era
6. 3 Jedi Wealth Builders
10. 10The Future of Contact Centers
“In a time of drastic change
it is the learners who inherit
the future.” Eric Hoffer
American moral and social philosopher and
Presidential Medal of Freedom recipient
11. 11The Future of Contact Centers
“Learning without doing is
wasted.” Derek Sivers
American writer, musician
and founder of CD Baby
12. 12The Future of Contact Centers
• Why are you here?
Click on the Questions panel to
interact with the presenters
13. 13The Future of Contact Centers
• Our Reality
2019
Top Employee Engagement
Drivers
*McKinsey
2020
Top Employee Engagement
Drivers
• A sense of
belonging
• Sense of pride in
the company’s
purpose
• Confidence in
Leadership
• Opportunities for
growth and
development
14. 14The Future of Contact Centers
Jim Harter
#1 - The biggest contact center opportunity that most organizations miss
Episode #231
Chief Scientist, Workplace - Gallup
15. 15The Future of Contact Centers
#1 - The biggest contact center opportunity that most organizations miss
“70% of the variance in
team engagement is
determined solely by the
manager.” Dr. Jim Harter
16. 16The Future of Contact Centers
#1 - The biggest contact center opportunity that most organizations miss
Competencies 2.0 (for all employees)
1.Build Relationships
2.Develop People
3.Lead Change
4.Inspire Others
5.Think Critically
6.Communicate Clearly
7.Create Accountability
17. 17The Future of Contact Centers
Susan Fowler
#1 - The biggest contact center opportunity that most organizations miss
Episodes #72 & 259
Consulting Partner, The Ken
Blanchard Companies
18. 18The Future of Contact Centers
#2 - Why motivating people doesn’t work and what does
Can you complete these?
1.It’s not personal; it’s just ________________.
2.The purpose of busines is to ________________.
3.Leaders are in a position of _______________.
4.The only thing that really matters is _____________.
5.If you can not measure it, it _____________.
19. 19The Future of Contact Centers
#2 - Why motivating people doesn’t work and what does
Junk Food Motivation
Healthy Food Motivation
20. 20The Future of Contact Centers
#2 - Why motivating people doesn’t work and what does
Motivation: 3 Scientific Truths
21. 21The Future of Contact Centers
#2 - Why motivating people doesn’t work and what does
Motivation: 3 Scientific Truths
1.You need to create choice.
2.You need to create connection.
3.You need to create competence.
22. 22The Future of Contact Centers
Q & A
1.Has this been valuable so far?
2.What has been most interesting?
3.Where does your contact center need help?
23. 23The Future of Contact Centers
#3- The 12 reasons why the leader-to-agent touchpoint fails
24. 24The Future of Contact Centers
#4- The critical-to-success behaviors and skills that lead to success
Supervisor
Success Path
With 30 years of experience and insights into successful Call
Center supervisors, this competency-based model contains
critical-to-success behaviors and skills.
25. 25The Future of Contact Centers
Did you send a LinkedIn connection yet?
Q & A
1. What would you like to build knowledge in?
2. What do you want your boss to build knowledge in?
3. Is knowledge enough to make change?
26. 26The Future of Contact Centers
1. Visibility before Transparency
#5 - 3 New must-have skills in the new COVID era
27. 27The Future of Contact Centers
#5 - 3 New must-have skills in the new COVID era
28. 28The Future of Contact Centers
#5 - 3 New must-have skills in the new COVID era
29. 29The Future of Contact Centers
2. Empathy Mapping
#5 - 3 New must-have skills in the new COVID era
Rapidly improve core EQ skills
30. 30The Future of Contact Centers
3. Teach People to Think versus Instructing
#5 - 3 New must-have skills in the new COVID era
https://tedxbrisbane.com.au/our-talks/peter-ellerton/
1. Don’t do the work for them.
2. Ask questions; don’t answer them. Instead, guide him by asking questions like:
What do you think the first step might be?
What have you tried already?
What would you suggest?
If I weren’t here, how might you find the answer on your own?
Walk me through your thought process…
3. Acknowledge the right behavior regardless of outcome.
For more: Peter Ellerton, Lecturer in Critical Thinking at The University of Queensland
31. 31The Future of Contact Centers
• Do all of this:
You will seamlessly
weave great technology
with happy, empowered
contact center agents.
Resilient | Resourceful | Respected | Revered | Retained
33. 33The Future of Contact Centers
1. Personal Branding Strategy
#6 - 3 Jedi Wealth Builders
34. 34The Future of Contact Centers
2. Know Your Core 4 “Once you figure out what you stand
for, you can take a stand.”
Episode #219
35. 35The Future of Contact Centers
3. Stop Trying to Get People to Like You
#6 - 3 Jedi Wealth Builders
36. 36The Future of Contact Centers
Instead tell people you like them!
#6 - 3 Jedi Wealth Builders
Dr. Robert Cialdini, Regents'
Professor Emeritus of
Psychology and Marketing at
Arizona State University
