CCNG Consulting Document 
CCNG
OCTOBER 16, 2024
When designing a process, use the following steps to build something that is scalable: Create a simple flow chart that documents each step in the process. David Reed is a CCNG member and Customer Service and Process Training Expert. For each step, identify the following items: Systems needed. What computer systems are required?
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
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
MARCH 23, 2022
This includes the documentation of customer interactions in a company-wide CRM tool and access to delivery schedules and product details. 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
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. Document conversations and monitor for inconsistencies.
CCNG
JULY 20, 2022
Recently my financial institution requested that I complete a document, sign it, and return it to them via Fax. 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. Who uses faxes anymore? What say you?
CCNG
OCTOBER 6, 2020
For example, it can be invaluable to remember each team members’ preferences for ways in which they prefer to communicate and share documents (email, phone, instant message, meetings, shared folders, and calendars, etc.). Equally important is understanding when employees bring the most energy to their tasks.
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