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.

Analytics 195

Analytics CCNG Quality management Call Center 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. What metrics should call centers and BPOs focus on?

Call Center 195

Call Center Metrics At home agents Average Handle Time 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

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.

CCNG 195

CCNG Contact Center CRM Call Center 195

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

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

Fonolo

MARCH 6, 2019

When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. Are you new to the customer service space and currently seeking a) some fundamental orientation information; and b) membership in some pivotal circles where important CS knowledge is shared?

CCNG 102

CCNG Customer Service Education Contact Center 102

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

CX Global Media

JULY 11, 2019

This is one of the reasons I developed the Contact Center Virtual Summit , to advance the traditional approach to educational conferences and event-type learning. The Speaker Lineup for the Leadership that Engages sessions are: OPENING SESSION – Leadership that Engages in Contact Centers. David Hadobas CEO, CCNG.

Contact Center 120

Contact Center CCNG Morale Coaching 120

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 serves as a value-added proposition for businesses.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

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

MARCH 23, 2021

Over the last 20 years, the Internet has allowed companies to outsource or offshore their contact centers overseas. Contact centers are becoming more responsive and efficient, and they're providing elastic customer service for the first time. As a result, customer satisfaction increases, and agents are more productive.

Contact Center 195

Contact Center Average Handle Time Interactive Voice Response outsourcing 195

CCNG

JUNE 1, 2015

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. There was a period I answered phones in a call center.

Call Center 150

Call Center Customer Service Employee engagement 150

CCNG

OCTOBER 19, 2022

(Temkin, 2017) 48% of consumers expect specialized treatment for being good customers. Accenture, 2017) Consumer demand better service from companies More than 60% of customers say they now have higher customer service standards. Customer Service and Support Customer experience can’t go without customer service.

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