CCNG

OCTOBER 16, 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 Service has always been David’s passion.

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CCNG Construction Consulting Consulting 195

CCNG

DECEMBER 18, 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. Your attitude may even be contagious and lead others to catch your passion for service. Be a difference maker!

CCNG 195

CCNG Consulting Consulting Customer Service 195

CCNG

MARCH 16, 2022

Almost 20 years ago, while speaking at a contact center conference, I had the opportunity to meet Amas Tenumah. We were both much younger (him more than me), but we quickly learned we were both leading contact centers for large companies. Together we have more than 56 years of experience.

Contact Center 195

Contact Center CCNG Best practices Consulting 195

CCNG

OCTOBER 14, 2021

Every contact center or customer experience leader comes to that fork in the road where you have to conduct a self-assessment with that perennial question “How good are we?” The whole discipline of customer experience and contact centers have evolved dramatically over the past 10 years. Where do you start?

Contact Center 195

Contact Center CCNG Employee engagement Consulting 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. 1 As a key part of an organization, contact centers are often greatly affected by change. Summary In summary, change is increasingly becoming a more predominant factor affecting contact centers.

Cloud contact 195

Cloud contact Contact Center CCNG Finance 195

CCNG

APRIL 19, 2023

Does your contact center jokingly reference certain teams as “Bad News Bears”? Contact centers are typically composed of individual teams tasked to meet common goals determined by the organization. Soon, the Bad News Bears stigma will come to an end in your contact center.

Contact Center 195

Contact Center CCNG Coaching Call Center 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.

CCNG 195

CCNG Coaching Contact Center Employee engagement 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

SEPTEMBER 8, 2020

The video clip of Trey’s comments comes from a recent Town Hall meeting with members of CCNG. Many of the differences between on-site training and virtual training are identified as well as solutions to help your contact center overcome them.

CCNG 195

CCNG Contact Center Consulting 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

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.

CCNG 195

CCNG Employee engagement Consulting Consulting 195

CCNG

DECEMBER 6, 2020

We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). Veteran consultants with experience to guide clients through complex projects and transition to cloud.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 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.

CCNG 195

CCNG outsourcing Employee engagement Consulting 195

CCNG

SEPTEMBER 22, 2022

For many contact center operators, it is a time to prepare for Q4 and the fast-approaching holiday season. What does it say about the roles and the work these folks have done in our call and contact centers that leaving seems like a good idea? Summer is typically a slower time of year for many organizations.

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. WFM isn’t just for the contact center anymore.

Workload forecasts 195

Workload forecasts CCNG Consulting Consulting 195

CCNG

AUGUST 21, 2024

The last few years have seen an explosion CCaaS “Contact Center as a Service” in the customer experience technology stack. CCaaS is a cloud-based customer service solution that allows companies to leverage a contact center without the need to maintain physical infrastructure or extensive on-premises equipment.

Customer Experience 195

Customer Experience CCNG B2B Contact Center 195

CCNG

APRIL 27, 2022

was my first day of work as the Director of Operations for a contact center outsourcing company. Their operations consisted of a large fulfillment center, the contact center, and a large client services organization serving almost 100 clients in the business-to-consumer and business-to-business industry verticals.

CCNG 195

CCNG Contact Center Scripts Feedback 195

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!). What's a leader to do then?

Morale 195

Morale Contact Center CCNG Agent burnout 195

CCNG

JULY 20, 2022

Throw a pandemic on top of this tectonic shift in expectations and you have a tidal wave of change impacting how we recruit and retain employees in our contact centers. Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member. The time for choosing is now. What say you?

CCNG 195

CCNG Consulting Consulting Contact Center 195

CCNG

MARCH 30, 2022

Because the contact center manager, director, and VP could see the green dots, it was easy to see that “all the work was being completed.” Human behavior When they first told me about this, I knew from studying human behavior in contact centers for years that it would not work. It drives leaders to just manage tasks.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 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!”

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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

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. Read on to learn about (and bookmark!) Learn more about it here.

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CCNG Customer Service Education Contact Center 102

CCNG

OCTOBER 19, 2022

Watermark Consulting, 2018) Only 14% of companies measure the ROI of Customer Experience. 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% Deloitte, 2021) 80.1%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner.

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Contact Center CCNG Morale Coaching 120

CCNG

FEBRUARY 26, 2025

Improving the performance of a contact center doesn’t have to break the bank. Drawing on years of research and insights, here are six practical, proven strategies”Can Dos”that will enhance your contact centers impact on the business, customers, and employees.

Best practices 195

Best practices Contact Center CCNG Telecommunications 195

CCNG

JANUARY 22, 2025

Kathryn Jackson is a contact center industry veteran, a long time CCNG member, regular contributor in CCNG member programs and events, and the Co-Founder of ResponseLearning Corporation, a consulting company devoted to making the complex simple for contact center professionals.

CCNG 195

CCNG Call Center Contact Center Construction 195