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.

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CCNG Technology Employee engagement Government 195

CCNG

JUNE 26, 2020

With so much being shared around work-from-home over the past 45 days, we wanted to bring you some insights from our member The Northridge Group, Tina Suthers, senior consultant CX. CCNG hosts regular virtual town hall meetings each month to bring to surface topics, challenges and recommendations from the members.

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CCNG Employee engagement Best practices Customer Care 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.

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CCNG Coaching Contact Center Employee engagement 195

CCNG

APRIL 2, 2021

CCNG recently spoke with Bob Azman about his contributions in the latest collection of insights from CX leaders included in the book Customer Experience 3. The authors write about how important it is to understand and experience your order management cycle.

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CCNG Customer Experience Journey mapping Consulting 195

CCNG

OCTOBER 14, 2021

They not only know their product or services, but they also possess a rolodex of other industry contacts for you to consult. Contact Center technology conferences -- Your contact center management software firm usually has an annual user conference. Last, but very much not least, ask CCNG. They know someone who can help you!

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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. Ability to Say Yes to Management The last factor is political. Everyone knows that managers typically don’t like to hear the word “no” when they want action to be taken.

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Cloud contact Contact Center CCNG Finance 195

CCNG

JULY 19, 2023

Workforce Management (WFM) is the art and science of scheduling the right number of people with the right skills, at the right time, to handle work within service level and budget. Thanks to guest blogger Laura Horton, a senior back-office consultant based in Sydney AUS. WFM isn’t just for the contact center anymore.

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Workload forecasts CCNG Consulting Consulting 195

CCNG

APRIL 19, 2023

This approach will allow supervisors to effectively and efficiently manage their teams. The team will have confidence their supervisor is managing with integrity and fairness. Also, contact centers should ensure each supervisor/team manager has the skills, attitudes, zeal, and basic desire to manage people.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

CCNG

MAY 10, 2023

In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. No consultants. Bad customer service is our new normal? Nope, not on my watch. So, there it is.

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Customer Service CCNG Journey mapping Consulting 195

CCNG

AUGUST 16, 2023

Bob Azman is a past CCNG Academy member and Founder and CXO of Innovative CX Solutions, LLC a Customer Experience Consulting firm specializing in CX Design and Execution, Sales and Service Experience Design, Customer Service, Supply Chain and Operations Management and Talent Development.

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Surveys CCNG Airlines Consulting 195

CCNG

MARCH 1, 2022

According to a recent McKinsey poll , the top three factors employees cited as reasons for quitting were: 1) They didn’t feel valued by their organizations (54 percent), 2) they didn’t feel valued by their managers (52 percent), and 3) they didn’t feel a sense of belonging at work (51 percent). Promotion decisions are not made in a vacuum.

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CCNG Engineering Consulting Consulting 195

CCNG

AUGUST 21, 2024

How Contact Centers Can Rethink Their Approach During An Uncertain Economy Michele Crocker is a contact center consultant that has worked in the industry for almost 30 years. She started off on the phones at British Airways and was sent to the U.S. to open contact centers here. My view is that when everyone goes left you can go right.

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Customer Experience CCNG B2B Contact Center 195

CCNG

FEBRUARY 15, 2023

Start hiring representatives with the skills and abilities to manage contacts independently and resolve customer inquiries quickly. Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member and regular contributor. Bob can be reached via the CCNG website member directory or on LinkedIn.

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Personalization CCNG Customer Service B2C 150

CCNG

OCTOBER 6, 2020

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. As a consultant Kerry Meyer is a CCNG Academy member helping members by sharing experience and knowledge in contact center and customer care.

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CCNG outsourcing Surveys Coaching 195

CCNG

MARCH 30, 2022

Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part of how to manage front-line agents. However, using the word “cadence” as a management tool to lead people in the work-at-home space puts a manager’s skills and ability to achieve top performance into a box.

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Coaching CCNG Average Handle Time Contact Center 195

CCNG

JUNE 14, 2023

How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets". 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

CCNG

APRIL 27, 2022

My background is sales management. I thought about the warehouse full of employees that were waiting to ship out orders the contact center teams took, and I thought about the dozens of account managers that were depending on the contact center teams to sell products and make their clients happy. I had no idea about contact centers.

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CCNG Contact Center Scripts Feedback 195

CCNG

JUNE 5, 2024

The feedback should be summarized using a simple tool or added to an area in your Customer Relationship Management (CRM) system. 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.

Surveys 195

Surveys Construction CCNG Feedback 195

CCNG

MARCH 8, 2023

Managers need to dive in deep and understand what could have resulted in such a disengaged workforce. By asking a combination of these types of probing questions, managers can develop a more comprehensive understanding of how best to resolve their employee's issues. So, what if the issue is apathy?

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Morale Contact Center CCNG Agent burnout 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. Through three decades of CCNG’s evolution, David has guided CCNG and its members through different modalities of facilitation and communication.

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Contact Center CCNG Morale Coaching 120

Fonolo

MARCH 6, 2019

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

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CCNG Customer Service Education Contact Center 102

CCNG

JUNE 1, 2022

While COVID has now become much more manageable with vaccines and therapeutics, the move back to the office has not taken place on the scale in which it left. While current corporate vaccine compliance is very high, workers are reluctant to have their employers mandate how they manage their own health. As COVID hit the U.S.

Healthcare 195

Healthcare Consulting Consulting Feedback 195

CCNG

OCTOBER 19, 2022

Gartner, 2022) CX programs that exceed management expectations are 2.3 Watermark Consulting, 2018) Only 14% of companies measure the ROI of Customer Experience. times more revenue growth than those managing it as a cost center. Gartner, 2022) Customer experience is a ‘significant’ or ‘critical’ priority for 69% of organizations.

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Customer Experience Journey mapping Metrics Surveys 195

CCNG

APRIL 9, 2025

To view the full podcast with Rick Denton and CCNG member Candy Kothmann: Listen to the Podcast on CX Passport Watch the Podcast on YouTube Rick Denton is a CCNG member and conversation catalyst who provides management consulting, public speaking, business consulting, customer service, customer support, and program management services.

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CCNG Average Handle Time Contact Center Consulting 195

CCNG

APRIL 16, 2025

In a trend that is only increasing, call center managers are embracing artificial intelligence (AI) and machine learning to solve simple customer issues. Kay launched ResponseLearning Corporation to provide organizations with consulting, training solutions, and knowledge-based products. Full-spectrum coaching is the key.

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CCNG Coaching Education Feedback 195

CCNG

FEBRUARY 26, 2025

Engage Senior Management in Contact Center Activities Inviting senior executives to witness the contact center in action can be transformative. Takeaway: Involve senior management early and oftentheir presence motivates agents and ensures buy-in for contact center initiatives. Imagine your CEO shadowing an agent during a call.

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Best practices Contact Center CCNG Telecommunications 195

CCNG

JANUARY 22, 2025

Commit to Visible Values: Managers and agents alike should live by the organizations core values. Though invisible, it shapes every decision and action. Successful call centers invest in cultivating a culture where agents feel empowered and valued. The bridge to your agents success is waiting to be built.

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CCNG Call Center Contact Center Construction 195