CCNG

FEBRUARY 28, 2024

What are some of the hybrid workforce best practices you should consider adopting for 2024? Four Hybrid Work Best Practices for 2024 Like any other organizational policy or procedure, your hybrid workforce’s best practices should constantly evolve. So, how do you make hybrid work a practical option for your employees in the long term?

Best practices 195

Best practices CCNG Surveys Technology 195

CCNG

SEPTEMBER 18, 2024

Emphasizing continuous feedback and improvement through regular audits, consistent standards, and transparent reporting is essential. A recent report by Forrester presents a stark reality: in 2024, US consumer experience ratings in service industries have hit a nine-year low, largely due to declining service quality.

CCNG 195

CCNG Customer Service Contact Center Feedback 195

CCNG

JULY 10, 2024

In this article, we’ll explore five pivotal technical trends poised to revolutionize contact centers in 2024: the GenAI self-service revolution, the emergence of the contact center agent as a talent, the game-changing Agent Copilot, the empowering Supervisor Copilot, and the engaging power of gamification.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

CCNG

AUGUST 28, 2024

Embrace Feedback and Continuous Improvement: Gather feedback from customers and agents to identify areas of success and areas for improvement. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

MARCH 13, 2024

Just like that 2024 is upon us and while looking back at 2023 can help us understand what to expect with CX in the new year, it can also hinder our thinking. Continuous Improvement: Adopt an iterative approach to enhancement, constantly seeking feedback and making incremental improvements.

Customer Experience 195

Customer Experience outsourcing Contact Center Analytics 195

CCNG

SEPTEMBER 25, 2024

The Future of AI in Customer Experience: Current Trends Many trends for 2024 aren’t new, but they’re picking up momentum as more and more companies adopt AI. #1. They also receive instant feedback on what parts of their call were successful (or maybe not so successful) and how to make the next one that much better. #3.

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Chatbots Technical Support Scripts Interactive Voice Response 195