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

JULY 6, 2022

What professional groups are valuable? 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?

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.

CCNG 195

CCNG Contact Center CRM Call Center 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. Group similar work together when possible. But be aware!

Workload forecasts 195

Workload forecasts CCNG Consulting Consulting 195

CCNG

OCTOBER 6, 2020

Strategy #3: Foster community Kendra (not her real name) asked to speak one-on-one with me after a large virtual group meeting. At the time, as Director of the global learning group, I was only holding large group meetings monthly and relying on the managers of the teams to hold weekly meetings to keep groups connected.

CCNG 195

CCNG outsourcing Surveys Coaching 195

CCNG

APRIL 19, 2023

The supervisor has space to engage with the team as a group and individually. 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

MARCH 1, 2022

This is when you showcase that team member to a person up the corporate ladder from you, a colleague, a different department head, or a group of people. Whether in a focus group or a supervisor, middle management, or senior leadership meeting, you can help a colleague to feel valued by asking them to help with a project strategy.

CCNG 195

CCNG Engineering Consulting Consulting 195

CCNG

JUNE 5, 2024

The NPS concept attempts to separate your customers into two groups: those who are your critics and those who are your fans. The NPS tool attempts to get around this by grouping responses into categories, so it can still provide useful data. David Reed is a CCNG member and Customer Service and Process Training Expert.

Surveys 195

Surveys Construction CCNG Feedback 195

CCNG

DECEMBER 6, 2020

Veteran consultants with experience to guide clients through complex projects and transition to cloud. A great discussion for anyone who wants to know what others are actually doing, so you can answer the question, “Is my contact center behind?” We started with a poll about the problems people are facing with their current technology.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 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. Providing frequent and fruitful networking, training, and consulting opportunities throughout the year, CSPN also hosts an annual conference that brings together important voices in customer service leadership.

CCNG 102

CCNG Customer Service Education Contact Center 102

CCNG

OCTOBER 19, 2022

77% have a centralized customer experience group, and 68% have a senior executive in charge of customer experience across products and channels. Watermark Consulting, 2018) Only 14% of companies measure the ROI of Customer Experience. (Gartner, 2022) CX programs that exceed management expectations are 2.3 Qualtrics, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 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.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CCNG

AUGUST 24, 2022

David Offutt is a retired senior leader in industries including non-profit healthcare, consulting, insurance, mail order and financial industry. His last position at Deutsche Börse Group US was President. He joined DBS Inc. in June of 2000 as Head of Customer Technical Support - Chicago.

Construction 195

Construction Technical Support Healthcare Consulting 195