CCNG

APRIL 3, 2025

Workforce Optimization & Outsourcing Labor remains the biggest cost for businesses. Companies are streamlining operations through better workforce management, automation, and strategic outsourcing, reducing costs while maintaining high-quality service. Proactive Engagement The days of passive issue resolution are fading.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 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

FEBRUARY 15, 2023

USE CAUTION WHEN OUTSOURCING YOUR CORE COMPETENCY. If the core of your business is exceptional customer service, then outsourcing to a third party can be financially beneficial but detrimental to your customer relationships. Bob can be reached via the CCNG website member directory or on LinkedIn.

Personalization 150

Personalization CCNG Customer Service B2C 150

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!”

CCNG 195

CCNG outsourcing Surveys Coaching 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

APRIL 27, 2022

was my first day of work as the Director of Operations for a contact center outsourcing company. I had been working about three hours when the CEO walked into my office and made a request that sent my head swirling. Vicki, I am not going to be able to make payroll this week. Your company is waiting for a hero. They are waiting for you.

CCNG 195

CCNG Contact Center Scripts Feedback 195

CCNG

OCTOBER 19, 2022

Watermark Consulting, 2018) Only 14% of companies measure the ROI of Customer Experience. CCMC, 2017) Commonly used practices in customer service, that consumers hate: misuse of automated phone technology e.g. no live person option, outsourcing service abroad, upselling, having to repeat information already given and talking too fast.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195