March was a busy month for CHCG – we sponsored two live online events –

Diversity, Equity, and Inclusion in the Contact Center

On March 16, I moderated a discussion on Diversity, Equity, and Inclusion in the Contact Center. This is an important initiative and as a PACE board member, I was excited and proud to see the intentional effort to lead by example with this initiative. 

Join Jiquanda Nelson, Senior Director of Community & Culture, Fred Shadding of The Call Center Source, Founder and Chief Advisor, and Rob Marshall of  AnswerNet, Director of National Client Solutions Member, PACE Board of Directors for this important and timely discussion. 

In case you missed any part of it, you can view the replay here.

It was our great pleasure to be the sponsor of PACE’s discussion about this important topic. I have been in the contact center industry for over 25 years and during that time, I have watched the leadership in our industry change and evolve to welcome more diverse faces. As our world becomes more and more interconnected, it is foolish to ignore the diversity that it has to offer. I’m grateful for community chats like these where we get to have honest conversations that help to bring new perspectives, acceptance, and richer experiences to our industry. 

The Road to Better Customer Experience: A Look at Customer Journey Mapping for 2021

Customer journey mapping (CJM) has become quite popular over the past several years, especially in our consumer culture where customers interact on multiple channels such as phone, chat, and email. As a result, many companies have invested or are starting to invest in innovative technologies that support CJM, however, a proper CJM strategy cannot depend on technology alone. In fact, CJM is an extremely complex initiative that requires extensive planning, resources, and commitment.

In case you missed any part of it, you can view the replay here. 

Moderator:

Christa Heibel, CEO, CHCG Consulting

Christa has dominated the contact center industry for the past several years, known widely as an influencer and C-suite business growth and strategy expert. She has worked in the call center industry since 1992 serving in nearly every position from telemarketer to CEO. Christa’s breadth of knowledge and experience includes contact center services, customer experience, integrated sales, business development, technology, infrastructure and automation.

Panelists: 

Laureen Peltier, Business Operations Manager, Securian

Laureen Peltier has over 20 years managing call centers as both consultant and manager. With experience in the finance, insurance, and fundraising industries, she has implemented numerous contact center technology, including IVRs, chat, and CRMs. She has consolidated contact centers and leveraged technology, customer experience, and lean management techniques to gain the most efficiency while enhancing the customer experience. She specializes in improving productivity while lowering costs and enhancing the customer experience. She is currently managing  Securian’s enterprise contact center (a new model that consolidated contact centers across business lines).

Shane Jackson, Chief Experience Officer, Knowledge Rhino

Shane has 25+ years of executive leadership experience providing customer experience strategies and contact center solutions including technology, sales and marketing, and performance management to companies across various industries including financial services, utilities, telecommunications, entertainment, home services, and more.

Shane thrives on change management turnarounds and strategically solving problems that fuel growth. He believes businesses of all sizes can – and should – harness the power of technology to create success and improve the call center agents’ experience. He is passionate about big data and helping companies improve their customer experience through the use of speech analytics and data strategies.