CCNG

NOVEMBER 22, 2023

Host a communication game where everyone tells a story and the last person tells the story out loud to the group. Leverage employee strengths to spread best practices and show employees that you value their knowledge. Leaders can host open Forums for employees to share their thoughts and help decide on actionable steps.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

CCNG

AUGUST 5, 2021

I am an old school contact center person. Dave Hoekstra is a Product Marketing professional with Calabrio (CCNG corporate member) and recently led a CCNG member Town Hall discussion on the modern approach to the enterprise contact center. I would like to take a moment to explore why that is.

Contact Center 195

Contact Center Enterprise CCNG Call Center 195

CCNG

JULY 11, 2020

Industry benchmarks, trend analysis, and accepted best practices all help shape your strategic decisions. But understanding how these data are effectively applied in your unique business context is a complex issue--one that is best achieved through candid dialogue among peers. Make the commitment to reach out to yours.

CCNG 195

CCNG Benchmark Contact Center Customer Care 195

CCNG

AUGUST 2, 2023

Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved.

Contact Center 195

Contact Center CCNG Best practices Technology 195

CCNG

JANUARY 11, 2023

When they do need to speak, text, or email with someone, they want that person to have the skills and know-how to resolve their issue. When it comes to customer service and customer experience today, what is the best approach for organizations to prepare for success?

Customer Service 195

Customer Service CCNG Education Self service 195

CCNG

APRIL 19, 2023

Taking time to talk with team members about their personal lives, goals, and accomplishments is key to creating engaged and motivated teams. The best practice is to spread the wealth of top performers and the challenge of lacking performers. It gives the supervisor space to improve their own work/life balance.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

CCNG

JULY 3, 2024

Having a skilled and knowledgeable team of experts who can create genuine connections with customers and deliver personalized support is crucial for delivering a memorable CX. Round-the-clock, personalized customer service operations improve CX, increasing lead generation and customer conversion.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CCNG

MAY 27, 2021

Bring in Expertise – Wealth of knowledge Although you are the expert on everything about your company, center and customer, an outside consultant can bring in expertise on industry best practices for a variety of workstreams. Identify Gaps or problems – Find the Problem Consultants conduct full 360 reviews of your contact center.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

JUNE 5, 2024

Survey Best Practices Now, let’s discuss how you can build a feedback program that truly drives improvements in your organization. Are they empowered to listen to your customers and then relay the gathered feedback to the appropriate person in your organization? This question should only be one part of a well-designed survey.

Surveys 195

Surveys Construction CCNG Feedback 195

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. These articles and resources offer specific starting points we hope you’ll find helpful.

Contact Center 221

Contact Center CCNG Best practices Government 221

CCNG

OCTOBER 12, 2022

Who’s determining a new best practice? And lastly, could the new best practice be a dynamic organizational structure? So if someone likes that crispy part of the cookie and someone else likes the soft center, doesn’t it make sense to give each person the part they want and enjoy?

Coaching 195

Coaching CCNG Employee engagement Best practices 195

CCNG

AUGUST 7, 2024

By effectively leveraging the AI and machine learning BPO trends, you can expect improved decision-making, better resource optimization, and the ability to deliver more efficient, personalized, and value-added services to your clients. #3. However, when you work with one or more BPO providers, you diversify your support base.

outsourcing 195

outsourcing Business Process Outsourcing Chatbots Technology 195

CCNG

JANUARY 4, 2023

However, we know that many customer needs (and customer types) still require the personal atten­tion of live agents. However, the proper knowledge management technology, implemented with best practices, can bring very high return on investment, boost AX, and improve service quality and compliance.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Fonolo

MARCH 6, 2019

Since brands acknowledge that customers still make significant use of the voice channel and have responded by keeping call centers in place, they require professional support and information exchange to keep them in the know on best practices and latest trends. CCNG does just that. Tuning your Antenna for Personalization.

CCNG 102

CCNG Customer Service Education Contact Center 102

CCNG

OCTOBER 26, 2022

Benchmarks, research and industry best-practices all help shape strategic decisions. Understanding how information applies in your environment is often best achieved through candid conversation with peers. Understanding how information applies in your environment is often best achieved through candid conversation with peers.

Best practices 195

Best practices CCNG Benchmark Personalization 195