CCNG

MARCH 20, 2024

Increased personalization: Data mining tools can help businesses understand their customers’ needs and preferences, enabling them to deliver more personalized experiences. Or, a travel company can use AI to recommend personalized itineraries based on a customer’s travel preferences. Michelli, Ph.D.

Technology 195

Technology CCNG Chatbots Consulting 195

CCNG

MAY 10, 2023

You encountered a chatbot that was clueless about what you were inquiring about, one that couldn’t refer you to a “live person” because they weren’t available. No consultants. You waited longer than a few minutes for an answer to a simple question. You visited a service establishment that curtailed hours due to lack of staff.

Customer Service 195

Customer Service CCNG Journey mapping 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. One of the best transaction surveys I’ve encountered is from Delta Airlines.

Surveys 195

Surveys CCNG Airlines Consulting 195

CCNG

APRIL 19, 2023

Taking time to talk with team members about their personal lives, goals, and accomplishments is key to creating engaged and motivated teams. 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

JULY 20, 2022

Enhanced Bereavement leave provides up to 10 business days paid time off for employees to grieve, attend funeral services, and take care of any personal matters related to the loss of an immediate family member, and up to three business days paid time off for the loss of an extended family. But is that the way it should be? What say you?

CCNG 195

CCNG Consulting Consulting Contact 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. Plan ahead so this person understands what is going to happen. It doesn’t have to be a major announcement, just mentioning their name and what they did to contribute.

CCNG 195

CCNG Engineering Consulting Consulting 195

CCNG

OCTOBER 6, 2020

Identifying communication and energy preferences does not have to be an arduous task; I simply asked each person their primary and secondary communication preferences, and when they typically felt the most energy to complete work (or when their ideal time to work was), and then noted it in an Excel sheet.

CCNG 195

CCNG outsourcing Surveys Coaching 195

CCNG

JUNE 14, 2023

Personalizing Customer Interactions One-size-fits-all approaches seldom create strong emotional connections. Instead, strive to personalize your customers' experiences by tailoring your communication, offers, and services to their individual needs and preferences.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

JUNE 5, 2024

Are they empowered to listen to your customers and then relay the gathered feedback to the appropriate person in your organization? Yes, filters can be applied when broadly sharing data to ensure it is constructive and not a personal attack on any of your employees. Informal Feedback. Your employees are your eyes and ears.

Surveys 195

Surveys Construction CCNG Feedback 195

CCNG

APRIL 27, 2022

Their personal lives were evolving because of how they were engaged at work. A Happy Ending Everything turned around because of the employees, and they grew personally and professionally because of the success of the organization. They were dressing nicer, fixing their hair, and wearing make-up when they didn’t normally wear it.

CCNG 195

CCNG Contact Center Scripts Feedback 195

CCNG

MAY 31, 2023

What domino effect does that start in my direct reports, and personally, in family members? (To Kathleen Gramzay , LMT, Founder, Kinessage LLC, is a new CCNG contributor and has been a body/mind resilience innovator for over 20 years. What emotions and behaviors are my typical auto reactions to stressful circumstances?

CCNG 150

CCNG Education Consulting Consulting 150

CCNG

MARCH 8, 2023

Leaders should approach mistakes and customer issues with an open mind and a willingness to learn from them, rather than approaching unpleasant feedback as personal criticism or embarrassment. 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

DECEMBER 6, 2020

Veteran consultants with experience to guide clients through complex projects and transition to cloud. 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

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. Tuning your Antenna for Personalization. Read on to learn about (and bookmark!)

CCNG 102

CCNG Customer Service Education Contact Center 102

CCNG

OCTOBER 19, 2022

Oracle, 2022) The top three reasons a consumer would trust a brand are the quality of the product (66%), personal experience with the brand (53%), and consistency (32%). Watermark Consulting, 2018) Only 14% of companies measure the ROI of Customer Experience.

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

JANUARY 22, 2025

Opportunities to Grow : Whether through cross-functional projects, learning modules, or personalized growth plans, best-practice companies empower agents to take charge of their development. Consistent Feedback : Monthly performance reviews with both qualitative and quantitative feedback help agents stay on track.

CCNG 195

CCNG Call Center Contact Center Construction 195

CCNG

AUGUST 24, 2022

Moving shopping carts is customer service To the untrained eye, that person schlepping carts, or facing product shelves is just doing menial work. David Offutt is a retired senior leader in industries including non-profit healthcare, consulting, insurance, mail order and financial industry. Be nice to those that show up.

Construction 195

Construction Technical Support Healthcare Consulting 195