CCNG

NOVEMBER 9, 2021

So for those looking to embrace AI, you don’t need to go buy servers, but you should consult some experts in the space, and take some time to tailor your strategy and integration before setting it live in the wild. If you still have questions, feel free to find me in the CCNG Slack group or at owen@iv.ai

Contact Center 259

Contact Center CCNG Contact center software Finance 259

CCNG

JULY 7, 2021

In a recent conversation with CCNG members, I discussed the key metrics that you need to be monitoring, what the industry best practices are for each, and one in particular that can cause you issues if not developed properly. You will need to understand your customer tolerances and the financial impact these metrics may have on your business.

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Best practices Contact Center Metrics CCNG 195

CCNG

MARCH 16, 2022

For many of those years we’ve both followed the CCNG organization – joining Town Hall events, speaking at meetings (back when travel happened), and engaging in the communication channels that have become the lifeblood of CCNG members. Together we have more than 56 years of experience.

Contact Center 195

Contact Center CCNG Best practices Consulting 195

CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. For the full one hour Town Hall recording, visit the CCNG website, Programs, Town Hall Spotlights once released for non-members. Below are key points from this discussion.

CCNG 195

CCNG Technology Employee engagement Government 195

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

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CCNG Coaching Contact Center Employee engagement 195

CCNG

JUNE 26, 2020

With so much being shared around work-from-home over the past 45 days, we wanted to bring you some insights from our member The Northridge Group, Tina Suthers, senior consultant CX. CCNG hosts regular virtual town hall meetings each month to bring to surface topics, challenges and recommendations from the members.

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CCNG Employee engagement Best practices Customer Care 195

CCNG

OCTOBER 29, 2021

In a recent CCNG Town Hall, Rick Denton helped walk the community through key elements of customer experience that were fundamental pre-pandemic as well as during the pandemic, and will remain fundamental post-pandemic. We’ve all heard how 2020 is the year everything changed. Use this time to double down on CX and emerge stronger tomorrow.

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CCNG Employee engagement Consulting Consulting 195

CCNG

APRIL 2, 2021

CCNG recently spoke with Bob Azman about his contributions in the latest collection of insights from CX leaders included in the book Customer Experience 3. Bob Azman works with CCNG members sharing experience and perspectives in Customer Experience and Customer Care.

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CCNG Customer Experience Journey mapping Consulting 195

CCNG

SEPTEMBER 8, 2020

The video clip of Trey’s comments comes from a recent Town Hall meeting with members of CCNG. He is Owner and Chief Consultant with Kat Lan Tat Services where he works with businesses to help them improve their remote agent programs.

CCNG 195

CCNG Contact Center Consulting Consulting 195

CCNG

SEPTEMBER 23, 2020

Listen below to the recent CCNG Town Hall where Bob started things off and the subsequent member discussions included some great perspectives on technology, contact center staffing, outsourcing, customer experience and investing for the future. Now is not the time to stop investing in CX – it is in fact to ensure yours is the best ever.

CCNG 195

CCNG outsourcing Employee engagement Consulting 195

CCNG

JUNE 26, 2024

Joseph is also a long time supporter and friend to CCNG. Celebrate and Learn from Breakdowns : Use every setback as a learning opportunity. Encourage a culture where mistakes are openly discussed, and lessons are shared across the organization.

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CCNG Employee engagement Feedback Consulting 195

CCNG

OCTOBER 14, 2021

They not only know their product or services, but they also possess a rolodex of other industry contacts for you to consult. Last, but very much not least, ask CCNG. Ryan has been a senior leader contributor to the CCNG member network for over 7 years including presentations at CCNG’s Executive Summit and various regional events.

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

CCNG

MARCH 23, 2022

David is a regular contributing CCNG member who started his practice Customer Centered Consulting Group over 20 years ago to improve customer service and process efficiency. It is a challenging time to be supporting the customer, but we also have the technology and capability to succeed as never before.

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CCNG Call Center Education Self service 195

CCNG

JUNE 15, 2022

To get the full picture you should include a full spectrum of resources and insights embracing colleagues, consultants, thought leaders, service providers, analysts, associations, friends and peer groups. Lon Hendrickson is the Executive Director of the CCNG Magnet Program.

Best practices 195

Best practices CCNG Consulting Consulting 195

CCNG

APRIL 3, 2025

Staying competitive means focusing on: Seamless AI and human integration Workforce optimization and strategic outsourcing Data-driven insights for proactive engagement Christa Heibel is an industry insider, thought leader, change maker, and the Founder and CEO at CH Consulting Group.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 195

CCNG

JULY 6, 2022

Which colleagues and consultants offer the best advice? Lon Hendrickson is the Executive Director of the CCNG Magnet Program. Your network can help assess/ascertain the merit of technologies, solutions, partners, resources, and affiliations. What journals, blogs and forums are helpful? What professional groups are valuable?

Best practices 195

Best practices CCNG Benchmark Consulting 195

CCNG

FEBRUARY 22, 2021

David Reed is a regular contributing CCNG member who started his practice Customer Centered Consulting Group over 20 years ago to help organizations improve their customer service and process efficiency. Then the piece that I think probably most people don't do a very good job on is really testing your plan.

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CCNG Contact Center CRM Call Center 195

CCNG

JULY 26, 2023

Here is information that my fellow CCNG members may want to consider when choosing a new cloud contact center product. Jamie Coutts is a CCNG member who has been working in management, sales and solution consulting roles with contact center technology vendors for over 30 years.

Cloud contact 195

Cloud contact Contact Center CCNG Finance 195

CCNG

MARCH 20, 2024

Asking for Help, Strong Leadership & Seamless Integration At the Michelli Experience (the CX consulting firm I lead), prospects and clients ask us when and how to deploy tools like AI. Joseph has been helping CCNG members for nearly 10 years with his CX experience and insights. Michelli, Ph.D.

Technology 195

Technology CCNG Chatbots Consulting 195

CCNG

SEPTEMBER 22, 2022

Colin Taylor is CEO of The Taylor Reach Group and long time CCNG member and advocate. A CX Contact Center expert, Consultant, Author, Speaker and Investor- 40+ yrs-Bringing Order to Chaos in Customer Service, Customer Experience, and Inside Sales. But there is no better time to start your re-think than today.

CCNG 195

CCNG Contact Center Consulting Consulting 195

CCNG

JULY 19, 2023

Drawing from my 15 years of experience in consulting and training Workforce Optimization (WFO) teams, I’ve discovered that crafting a forecast that yields effective outcomes is a fundamental challenge when implementing Workforce Management (WFM) into the back office. Laura is a coworker at Call Design with CCNG member Dan Smitley.

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Workload forecasts CCNG Consulting Consulting 195

CCNG

MAY 10, 2023

In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. No consultants. Bad customer service is our new normal? Nope, not on my watch. So, there it is.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

AUGUST 16, 2023

Bob Azman is a past CCNG Academy member and Founder and CXO of Innovative CX Solutions, LLC a Customer Experience Consulting firm specializing in CX Design and Execution, Sales and Service Experience Design, Customer Service, Supply Chain and Operations Management and Talent Development.

Surveys 195

Surveys CCNG Airlines Consulting 195

CCNG

APRIL 19, 2023

Gwen has a passion for customer service and helping contact center leaders in her consulting practice, is a new CCNG member and is the author of the book - Call Center: A Focus on Customer Service.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

CCNG

JULY 20, 2022

Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member. Bob can be reached via the CCNG website member directory or on LinkedIn. The answer to those questions depends on your answer to whether you are hiring applicants or candidates. The time for choosing is now. What say you?

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CCNG Consulting Consulting Contact Center 195

CCNG

FEBRUARY 15, 2023

Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member and regular contributor. Bob can be reached via the CCNG website member directory or on LinkedIn. It will differentiate your organization from others and create lasting value for both you and your customers.

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Personalization CCNG Customer Service B2C 150

CCNG

AUGUST 21, 2024

How Contact Centers Can Rethink Their Approach During An Uncertain Economy Michele Crocker is a contact center consultant that has worked in the industry for almost 30 years. She started off on the phones at British Airways and was sent to the U.S. to open contact centers here.

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Customer Experience CCNG B2B Contact Center 195

CCNG

MARCH 1, 2022

Vicki is a CCNG member and the architect of Virtual Live Labs™, a transformative methodology that combines interactive consulting and leadership development, simultaneously, to drive operational excellence and increased leadership skills for all levels of leadership, including front-line supervisors.

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CCNG Engineering Consulting Consulting 195

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. It seems like you guys are everywhere – on calls, meetings, in person from time to time, in trainings, writing on blogs…everywhere!”

CCNG 195

CCNG outsourcing Surveys Coaching 195

CCNG

JUNE 14, 2023

Kelly Sigmon is a new CCNG Academy member bringing her knowledge and experience in CX and Customer Support to share insights with our community of contact center, CX and customer care leaders.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

JUNE 5, 2024

David Reed is a CCNG member and Customer Service and Process Training Expert. He began Customer Centered Consulting Group over 20 years ago to help organizations of all types improve their effectiveness. Customer feedback is critical for any organization to thrive and grow. Customer Service has always been David’s passion.

Surveys 195

Surveys Construction CCNG Feedback 195

CCNG

MAY 31, 2023

If you'd like to find out how resilience strategy and body/mind resilience training can give you tools to shift stress in the moment and get you and your organization back to focused, creative, and collaborative success, Contact us for a complimentary consult.

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CCNG Education Consulting Consulting 150

CCNG

APRIL 27, 2022

Vicki is a CCNG member and the architect of Virtual Live Labs™, a transformative methodology that combines interactive consulting and leadership development, simultaneously, to drive operational excellence and increased leadership skills for all levels of leadership, including front-line supervisors. They are waiting for you.

CCNG 195

CCNG Contact Center Scripts Feedback 195

CCNG

MARCH 30, 2022

Vicki is a CCNG member and the architect of Virtual Live Labs™, a transformative methodology that combines interactive consulting and leadership development, simultaneously, to drive operational excellence and increased leadership skills for all levels of leadership, including front-line supervisors. Will you be that leader?

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Coaching CCNG Average Handle Time Contact Center 195

CX Global Media

JULY 11, 2019

David Hadobas CEO, CCNG. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. CCNG’s mission to provide a community for member-driven agendas, topics, events and conversations provides true peer learning for contact center management.

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Contact Center CCNG Morale Coaching 120

CCNG

MARCH 8, 2023

Justin Robbins is a CCNG advocate and long time industry colleague, and President of Metric Sherpa. As a contact center and customer care expert, Justin’s focus includes Customer Experience Consulting, Industry Analysis, Keynote Speaking, Contact Center Operations, and Training & Development.

Morale 195

Morale Contact Center CCNG Agent burnout 195