CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. We will continue to update this contact-center-centric resource as new information becomes available.

Contact Center 221

Contact Center CCNG Best practices Government 221

CCNG

AUGUST 5, 2021

I am an old school contact center person. I would love to say that "back in the day,” I had meetings with every other department in my contact center to discuss strategies, upcoming events, and issues that needed to be ironed out, but the fact is, I didn't. I would like to take a moment to explore why that is.

Contact Center 195

Contact Center Enterprise CCNG Call Center 195

CCNG

FEBRUARY 8, 2023

Jason Mercer-Pottinger was given a seemingly impossible task; take over a Tier 1 contact center from a 3rd-party BPO with no trainers, no supervisors, and no experienced agents while at the same time decreasing costs and improving quality. And do it all in 120 days. Service levels were at 90% and quality scores were at 98%.

Service level 195

Service level CCNG Contact Center Healthcare 195

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. This is what they do. This is what they do.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

APRIL 19, 2023

Does your contact center jokingly reference certain teams as “Bad News Bears”? Contact centers are typically composed of individual teams tasked to meet common goals determined by the organization. The best practice is to spread the wealth of top performers and the challenge of lacking performers.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

CCNG

JULY 3, 2024

As companies worldwide strive to deliver exceptional CX while balancing other business-critical areas, they are embracing contact center outsourcing. By 2028, the market for contact center outsourcing is expected to grow at a CAGR of 5.66% (2023-2028), reaching USD 132.92

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CCNG

JUNE 1, 2015

We invite CCNG members to share their experiences, stories, and expertise in Contact Center Operations, Customer Engagement, and Customer Service. Everyone you meet knows something you don’t.

CCNG 170

CCNG Best practices Contact Center Customer Service 170

CCNG

JULY 11, 2020

However, for many contact centers it’s now time to focus on the new path forward. Industry benchmarks, trend analysis, and accepted best practices all help shape your strategic decisions. Tapping into these shared experiences and professional relationships is how good contact centers get better!

CCNG 195

CCNG Benchmark Contact Center Customer Care 195

CCNG

AUGUST 2, 2023

My primary aim is to guide you through the pitfalls and offer best practices, so get ready to uncover valuable insights that can shape your contact centre's success. Comment below with your thoughts, experiences, or even challenges you've faced in contact centre transformations.

Contact Center 195

Contact Center CCNG Best practices Technology 195

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. Michelle Randall is a long time CCNG advocate and past member, currently the CMO with Playvox.

Customer Service 195

Customer Service CCNG Education Self service 195

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Fonolo

MARCH 6, 2019

The Contact Center Network Group supports a vital part of the customer service industry: Call centers. CCNG does just that. Follow along as they provide webinars, events, and resources that will up your contact center game this year. Read on to learn about (and bookmark!) Learn more about it here.

CCNG 102

CCNG Customer Service Education Contact Center 102

CCNG

AUGUST 7, 2024

As new technology emerges for contact centers, business process outsourcing (BPO) is rapidly shifting. Numerous BPO trends have emerged that offer a way to reduce expenses and improve CX. 59% of organizations cite cost savings as the number one reason they outsource. Working with a BPO provider can bring cost savings in many ways.

outsourcing 195

outsourcing Business Process Outsourcing Chatbots Technology 195

Altitude

OCTOBER 29, 2018

Designed for customer experience and contact center decision makers, the Altitude Xchange is the place to share best practices, evaluate real-world solutions, get insights and discuss new ideas.

Best practices 68

Best practices Contact Center Customer Experience Management 68

CCNG

FEBRUARY 26, 2025

Improving the performance of a contact center doesn’t have to break the bank. Drawing on years of research and insights, here are six practical, proven strategies”Can Dos”that will enhance your contact centers impact on the business, customers, and employees.

Best practices 195

Best practices Contact Center CCNG Telecommunications 195

CCNG

JANUARY 22, 2025

Opportunities to Grow : Whether through cross-functional projects, learning modules, or personalized growth plans, best-practice companies empower agents to take charge of their development. Coaching sessions tied to clear goals foster growth and confidence. Action Tip: Introduce monthly action plans for every agent.

CCNG 195

CCNG Call Center Contact Center Construction 195