CCNG
MARCH 12, 2021
According to The Northridge Group's State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic. To access the full 2020 State of Customer Service Experience report, please click here.
Callminer
FEBRUARY 23, 2021
Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. Technological Trends. ” – Julie Bai, Call Center Technology and Trends Every Business Leader Must Know in 2020 , Nextiva; Twitter: @Nextiva. AI is here to stay.
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Contact Center Pipeline
JANUARY 22, 2020
In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. I opened the session with a brief clip from […].
Beyond Philosophy
FEBRUARY 10, 2020
Traditional growth includes improvements in functionality in a rational way, e.g., faster processors in technology, new delivery times, or improved networks or network access for telecommunications, and other things along these lines. New Sales Growth: This area includes increases in sales, market share, or new customer acquisition.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Technology. Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Learn how to address, manage, and utilize: People.
ShepHyken
DECEMBER 21, 2020
(ZDNet) The COVID-19 pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and support organizations to reconsider the future of their people, process, and technology. My Comment: Vala Afshar is back with more information on the Salesforce 2020 State of Service report. Here’s Why.
ShepHyken
DECEMBER 11, 2019
With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. It was quite long, so I decided to split it into two parts. Stay in touch.
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Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?
Advertiser: ZoomInfo
Forward thinking sales leaders are starting to prioritize technology initiatives. Is your team focused on building a reliable tech stack for 2020?
Speaker: Lauren Feehrer, President and Founder of LoyaltyCraft Consulting
Genuine connections between brands and consumers happen when empathetic team members are enabled with effective conversational messaging technology. Join Lauren Feehrer, Founder and President of LoyaltyCraft Consulting, to learn how the merging of empathy and technology can transform your Customer Experience.
Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting
Technology has elevated every aspect of the customer journey. Too often, CSRs use technology as a crutch rather than a tool, and it's starting to show--57% of customer rage results are technology-based. Wednesday September 23, 2020 11AM PDT, 2PM EST, 6PM GMT All aspects that is, but one: customer complaints.
Speaker: Eric Berg, CEO, ContactCenterPro Consulting
In 2020 we all had to move fast in order to ensure our customers received the level of service they needed.
Advertiser: Symtrain
2020 has thrown a curveball at society, upending organizational objectives, expectations, and resources. The rush to deploy technology addresses only half the training equation. The rush to deploy technology addresses only half the training equation. Managers and executives are prioritizing better engagement and performance.
Speaker: Jim Rembach, Editor in Chief, CX Global Media
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. Join Jim Rembach, Editor in Chief of CX Global Media, and learn how to seamlessly weave great technology with happy, empowered contact center agents.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Thursday July 16, 2020 11AM PST, 2PM EST, 6PM GMT Discuss DIY platforms versus managed services – which is right for me? Sketch a back-of-the-napkin ROI in minutes.
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