CCNG
SEPTEMBER 13, 2023
Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.
CCNG
MAY 27, 2021
In this article, we will provide a summary of many situations where a Contact Center Consultant could provide immense value. A consultant can be a sounding board for ideas. Identify Gaps or problems – Find the Problem Consultants conduct full 360 reviews of your contact center. This is what they do.
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CCNG
NOVEMBER 20, 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. Companies who go out of business dig in and refuse to consider changes to how they work.
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.
Speaker: Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 8x8
Join this re-released conversation with Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization for 8x8, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer (..)
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.
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.
Speaker: Gary Magenta and Rashel Rogers
Listen to this live replay of a recently recorded webinar as Root consultants Gary Magenta and Rashel Rogers guide a discussion around your crisis communication plan, now in full effect. You hit “send” on your company-wide email outlining new restrictions and protocols, but a question remains. Who will bring this new reality to life?
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