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. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years. Below are key points from this discussion.

CCNG 195

CCNG Technology Employee engagement Government 195

CCNG

FEBRUARY 15, 2023

What role can your customer service organization play in helping to support the construction of strong customer relationships? Here are some ideas: YOUR CUSTOMER SERVICE REPRESENTATIVES ARE OFTEN THE PERSONIFICATION OF YOUR BRAND. Bob can be reached via the CCNG website member directory or on LinkedIn.

Personalization 150

Personalization CCNG Customer Service B2C 150

CCNG

MARCH 23, 2022

It is a challenging time to be supporting the customer, but we also have the technology and capability to succeed as never before. 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.

CCNG 195

CCNG Call Center Education Self service 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.

CCNG 195

CCNG Contact Center CRM Call Center 195

CCNG

MARCH 20, 2024

When it comes to customer experience enhancement, the strength of tools like AI essentially involves: Improved efficiency and productivity: AI and related technologies can automate repetitive tasks, freeing employees to focus on more complex and value-added activities. or “When will my order ship?” 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

AUGUST 16, 2023

Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization. Their after-call survey asks, “If you owned a customer service company, would you hire the agent you just spoke to?”

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

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 21, 2024

What does that tell us about how decision makers are buying customer experience software today? The last few years have seen an explosion CCaaS “Contact Center as a Service” in the customer experience technology stack. One thing is for sure, b2b buyers are not spending money as quickly and freely as they once did.

Customer Experience 195

Customer Experience CCNG B2B Contact Center 195

CCNG

JUNE 14, 2023

Share your company's vision, values, and mission in a way that your customers can relate to, and make sure your brand story is consistently reflected across all touchpoints, from marketing materials to customer service. Building Trust Through Transparency and Consistency Trust is a crucial component of emotional connection.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

JUNE 5, 2024

If you are not listening to your customers, I can guarantee someone else is! David Reed is a CCNG member and Customer Service and Process Training Expert. Customer Service has always been David’s passion. David works with organizations to improve their customer service and process efficiency.

Surveys 195

Surveys Construction CCNG Feedback 195

CCNG

APRIL 27, 2022

I was hired by this CEO to change the culture from customer service to sales because 95% of this company’s clients were in the consumer products and services industry. I led my first outside sales team of 40 people right out of college. I was an outside frontline rep for less than six months before I was promoted.

CCNG 195

CCNG Contact Center Scripts Feedback 195

CCNG

MARCH 30, 2022

If you could, all customer service, technical support, and sales organizations would be hitting their metrics. They cultivate new skills and strategies in real work situations so that leaders can utilize these new skills over and over so they become sustainable skills. You can’t manage organizations to achieve success with cadences.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

MARCH 8, 2023

Moreover, striving for efficiency without compromising customer service is even more important; good customer service should never come at the cost of agent burnout. Justin Robbins is a CCNG advocate and long time industry colleague, and President of Metric Sherpa.

Morale 195

Morale Contact Center CCNG Agent burnout 195

CCNG

JULY 7, 2015

A few years ago, I was doing consulting work for a well-known department store chain. Their customers only … Continue reading Who Really Delivers Your Brand? They were doing well and were also looking to cut costs. One of the ideas was to contract out their delivery drivers.

Consulting 150

Consulting Consulting Employee engagement Customer Service 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

CX Global Media

JULY 11, 2019

As Lisa Oswald, Senior Vice President, Global Customer Service with TravelZoo said, “The Contact Center Virtual Summit combines the best of two worlds – this one-of-a-kind program delivers high-caliber content and ultimate convenience. David Hadobas CEO, CCNG. Nate Brown Director Of Customer Experience, UL EHS Sustainability.

Contact Center 120

Contact Center CCNG Morale Coaching 120

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. She is on the forefront of simulation learning and knowledge-base management.

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

CCNG

AUGUST 24, 2022

My background has always been in customer service in one way or another. I also started a retail customer service job at a local garden center where I put my service attitude to work in an environment I enjoy. Subtle perhaps but service nonetheless. Serving and assisting are integral to my work identity.

Construction 195

Construction Technical Support Healthcare Consulting 195