CCNG

JANUARY 19, 2021

In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres. Many of the trends that my co-presenters spoke about are convergent (many people are moving to the same approach), the main example of that being the acceleration of cloud and home working driven by reactions to Covid-19.

Call Center 195

Call Center CCNG Contact Center Feedback 195

CCNG

JULY 27, 2021

In a recent conversation with CCNG I explain the value as to why leaders take this strategic approach with their teams. See below for the interview with Mary and CCNG on this topic to learn more details about employee growth plans. Do you have an intentional growth plan for your employees that aligns with your company’s growth plan?

CCNG 195

CCNG Coaching Call Center 195

CCNG

AUGUST 5, 2021

Once the rest of the organization realizes the gold mine of data that the contact center can provide, it can only get better from there. Now you can start to include the next-level tech that is revolutionizing how our industry (the call center) is perceived. uttered by other departments. Let's make that a distant memory.

Contact Center 195

Contact Center Enterprise CCNG Call Center 195

CCNG

MAY 11, 2022

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place? Let's jump right in. ?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

CCNG

OCTOBER 28, 2020

In a recent CCNG webinar Heather Pena Director, Webchat & Operations at NRG Energy shares how communication with their customers is changing and evolving. She shares how they keep their focus on the customer experience using a unique mix of call center, online / digital, direct and alternative customer communications.

CCNG 195

CCNG Call Center Customer Experience 195

CX Global Media

SEPTEMBER 5, 2018

Because I know how valuable it can be to you, I was thrilled to meet up with Daniel Weiss of 8×8 at a CCNG networking event Coca-Cola Consolidated’s contact center in Charlotte, North Carolina and ask him some questions about his participation and what he learned. Here is an edited transcript of my interview. Thanks Daniel.

Best practices 174

Best practices Contact Center CCNG Coaching 174

CCNG

OCTOBER 2, 2024

In a regulated industry call center, particularly beneficial QA practices include reviewing interactions where violations are most likely to occur and routinely searching for calls where violations may have actually happened.

Contact Center 195

Contact Center CCNG Healthcare Banking 195

CCNG

MARCH 23, 2022

?Those working in the call center industry find themselves in an interesting situation. Most organizations support customers in multiple generations, each with their own preferred way of obtaining assistance - from traditional voice calls, to chat, and even self service options.

CCNG 195

CCNG Call Center Education Self service 195

CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Times have changed, and where necessary, call center and BPO metrics must change with them.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CCNG

FEBRUARY 22, 2021

David Reed talks with members about Business Continuity Planning sharing insights from his time running Orlando call centers with Walt Disney World r prior to Y2K. Business continuity is not just applicable for call centers, but for any organization / any type of business. And agent availability is the last big one.

CCNG 195

CCNG Contact Center CRM Call Center 195

CCNG

JUNE 12, 2024

Customer calls provide invaluable insights into customer experience, call center processes, service quality, and emerging trends within the industry. However, due to the high call volume, manual analysis of these calls becomes impractical, which prevents revealing such insights. What is Speech Analytics?

Analytics 195

Analytics CCNG Quality management Call Center 195

CCNG

JUNE 16, 2021

I spoke in detail with CCNG President David Hadobas and IV.AI CEO Vince Lynch about how senior executives and call center stakeholders should be thinking about this.

CCNG 221

CCNG Government Healthcare Enterprise 221

CX Global Media

AUGUST 28, 2018

I witnessed first-hand the power of community when I attended a CCNG networking event at Coca-Cola Consolidated’s contact center in Charlotte, North Carolina. Supporting the programming activities for the event came from the CCNG team, led by long-time contact center industry veteran, and president of CCNG, David Hadobas.

CCNG 136

CCNG Contact Center Chief Customer Officer Coaching 136

CX Global Media

SEPTEMBER 10, 2018

At the Coca-Cola Consolidated Contact Center in Charlotte, North Carolina their employee engagement system consists of five teams that make for a special formula. I was introduced to the system when Joachim “Joe” Rogers , the senior director of customer care for Coca-Cola Consolidated, shared it at a CCNG regional meeting.

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

CCNG

APRIL 19, 2023

Gwen Foster Oglesby has more than fifteen years of experience managing the call center teams of various companies including Aetna, HSBC and JCPenny.

Contact Center 195

Contact Center CCNG Coaching Call Center 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. 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 28, 2024

According to a study by Grand View Research, the global call center AI market is expected to reach USD 7.08 This forecast highlights the growing reliance on AI and automation to improve customer experiences and operational efficiency in call centers worldwide, making them essential drivers of business growth.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

JANUARY 25, 2023

Are you taking steps to tackle Quiet Quitting in your call centre? Do you even know where to start? What Is Quiet Quitting? Quiet Quitting has become a staple in the conversation when we talk about attrition, as well as remote and hybrid working – and it’s raising its head more and more. So, what is Quiet Quitting?

Call Center 195

Call Center Coaching Employee engagement Benchmark 195

CCNG

NOVEMBER 1, 2023

Three – Early Adoption of Data-Driven Decision-Making: Long before the term “data-driven” became popular, WFM teams have relied on data and analytics to optimize call center operations. And that’s a strategic advantage! Let’s work together to elevate the role of WFM and drive positive change within our organizations.

CCNG 195

CCNG Analytics Employee engagement Contact Center 195

CCNG

JUNE 21, 2023

Customer service that’s built on a voice-centric call center infrastructure can’t meet current demands. Customers expect seamless service no matter how they connect with your call center. Evolution in the digital age requires integration across every channel and interaction point. This creates a seamless customer journey.

Customer Service 195

Customer Service CCNG Self service Automotive 195

CX Global Media

JULY 11, 2019

The Speaker Lineup for the Leadership that Engages sessions are: OPENING SESSION – Leadership that Engages in Contact Centers. David Hadobas CEO, CCNG. David Hadobas shares contact center industry opportunities on leadership and engaging employees in contact centers and common mistakes to avoid.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CCNG

OCTOBER 6, 2020

As a consultant Kerry Meyer is a CCNG Academy member helping members by sharing experience and knowledge in contact center and customer care.

CCNG 195

CCNG outsourcing Surveys Coaching 195

CCNG

JULY 3, 2024

CONTACT CENTER OUTSOURCING: The Key to Gaining Competitive Advantage Contact center outsourcing entails engaging third-party resources to manage customer interactions and communications instead of relying solely on internal staff.

outsourcing 195

outsourcing Contact Center Airlines CCNG 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.

CCNG 102

CCNG Customer Service Education Contact Center 102

CCNG

FEBRUARY 1, 2023

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

CCNG

OCTOBER 30, 2024

The world of customer experience conferences has changed dramatically over the past few years. Since the pandemic, there’s been an undeniable shift in how we gather, share, and learn from one another. But despite the growing demand for connection and deeper learning, the industry is missing the mark.

Engineering 195

Engineering Customer Experience Contact Center Call Center 195

CCNG

JUNE 1, 2015

There was a period I answered phones in a call center. Before I opened a training company, I worked on the frontlines of customer service. I have had positions with direct face-to-face customer service in hospitality, retail, and food and beverage positions.

Call Center 150

Call Center Customer Service Employee engagement 150

CCNG

MARCH 23, 2021

Over the last 20 years, the Internet has allowed companies to outsource or offshore their contact centers overseas.

Contact Center 195

Contact Center Average Handle Time Interactive Voice Response outsourcing 195

CCNG

MAY 4, 2022

. -- At roughly one year, the average customer support agent between the ages of 20 and 34 stays at a single job for a much shorter time than other employees. -- The turnover rate on average for a call center agent is somewhere between 30 and 45%, which is almost double the rate of other departments.

Agent burnout 195

Agent burnout Contact Center Call Center Personalization 195

Beyond Morale

SEPTEMBER 30, 2013

Two of my most active associations are the Customer Experience Professionals Association ( CXPA ) and the Call Center Network group ( CCNG ). I participate in various events with different associations.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

CCNG

OCTOBER 19, 2022

(NICE inContact, 2018) Contact center performance drives both loyalty and churn. 90% of consumers said they are likely to stay loyal after a positive call center experience; 73.7% said they are likely to switch after a negative call center experience. Another 28% are willing to give mobile messaging a chance.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

MAY 6, 2021

Today I’m going to show you why I’m so confident that simulation training is in your future and how you can approach the process to gain the most benefit for your call center. In today’s call center, agents must train on all products, protocols, compliance, customer service, processes, and application topics.

Call Center 195

Call Center Banking Technology Surveys 195

CCNG

APRIL 16, 2025

In a trend that is only increasing, call center managers are embracing artificial intelligence (AI) and machine learning to solve simple customer issues. The Artificial Intelligence Revolution challenges call centers to employ only the best. Full-spectrum coaching is the key. Now, every agent needs to be an expert.

CCNG 195

CCNG Coaching Education Feedback 195

CCNG

JANUARY 22, 2025

Picture this: A call center bustling with energy, where employees feel valued, supported, and driven to deliver outstanding customer experiences. This isnt just a lofty visionits the reality in many leading call centers. Successful call centers invest in cultivating a culture where agents feel empowered and valued.

CCNG 195

CCNG Call Center Contact Center Construction 195

CCNG

FEBRUARY 26, 2025

Kathryn (“Kay”) Jackson is an expert in the contact center industry, a long time CCNG member and regular contributor in CCNG member programs and events, and the Co-Founder of ResponseLearning Corporation.

Best practices 195

Best practices Contact Center CCNG Telecommunications 195