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. Laura is a coworker at Call Design with CCNG member Dan Smitley.

Workload forecasts 195

Workload forecasts CCNG Consulting Consulting 195

CCNG

AUGUST 16, 2023

The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy, improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace. There are pitfalls to this strategy. Has the product arrived yet?

Surveys 195

Surveys CCNG Airlines Consulting 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. In a few sentences, I’ve given you a FREE CX strategy for your organization and a roadmap to achieve it.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

OCTOBER 6, 2020

Here are four simple strategies for you to keep in mind, to help you avoid some common pitfalls. Strategy #1: Ensure technology supports your intentions There is no doubt that working remotely requires a specific set of technology assets and unique skills. Yep, I’m guilty of all these virtual leadership sins!

CCNG 195

CCNG outsourcing Surveys Coaching 195

CCNG

JUNE 14, 2023

Today, I want to explore the power of emotional connection, its role in fostering customer loyalty, and how your business can benefit from implementing strategies that prioritize emotional connections. Identify the emotions that resonate with your target audience and develop strategies to evoke these feelings in your customers.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

JULY 20, 2022

Like the many marketing strategies organizations employ to acquire new customers, we should be doing the same to acquire candidates (as opposed to applicants) to fill our open positions. Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member. Imagine what your employees must be thinking.

CCNG 195

CCNG Consulting Consulting Contact Center 195

CCNG

FEBRUARY 15, 2023

Isn’t this the foundation of a CRM strategy? 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.

Personalization 150

Personalization CCNG Customer Service B2C 150

CCNG

APRIL 27, 2022

Developing Leadership I also realized that if I took first- and second-level leaders in the contact center with me on the journey, I could infuse leadership skills and strategies into them—just by them being by my side. They felt empowered. Accelerated results—faster than CEOs ever thought possible—have been achieved. ?By

CCNG 195

CCNG Contact Center Scripts Feedback 195

CCNG

MARCH 30, 2022

HR was involved with a new cadence of verbal and written warning documents that aligned with this new management strategy. Great organizations understand that new strategies and skills are needed for the work-at-home and hybrid environments. If they saw red dots, that meant the work wasn’t completed. It can be a downward spiral.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

MAY 31, 2023

If you'd like to find out how resilience strategy and body/mind resilience training can give you tools to shift stress in the moment and get you and your organization back to focused, creative, and collaborative success, Contact us for a complimentary consult.

CCNG 150

CCNG Education Consulting Consulting 150

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

MARCH 8, 2023

Leaders need to empower their agents with the right resources and provide them with strategies to handle emotionally draining tasks. Justin Robbins is a CCNG advocate and long time industry colleague, and President of Metric Sherpa. Without such an atmosphere, there can be no identifying and solving of root causes related to apathy.

Morale 195

Morale Contact Center CCNG Agent burnout 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. Read on to learn about (and bookmark!) Comment below! Organizations appear in alphabetical order.

CCNG 102

CCNG Customer Service Education Contact Center 102

CCNG

OCTOBER 19, 2022

Gartner, 2018) According to customers, in 2022, only 3% of companies are customer-obsessed — putting customers at the center of their leadership, strategy, and operations — a decrease of 7 percentage points from the prior year. Watermark Consulting, 2018) Only 14% of companies measure the ROI of Customer Experience. PwC, 2017).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

APRIL 16, 2025

Regularly assess and adjust your coaching strategies based on agent performance. Kathryn (Kay) Jackson is an expert in the contact center industry, a long time CCNG member and regular contributor in CCNG member programs and events, and the Co-Founder of ResponseLearning Corporation. Create a feedback loop. Invest in training.

CCNG 195

CCNG Coaching Education Feedback 195

CCNG

FEBRUARY 26, 2025

Drawing on years of research and insights, here are six practical, proven strategies”Can Dos”that will enhance your contact centers impact on the business, customers, and employees. Kay launched ResponseLearning Corporation to provide organizations with consulting, training solutions, and knowledge-based products.

Best practices 195

Best practices Contact Center CCNG Telecommunications 195

CCNG

JANUARY 22, 2025

Here’s what we discovered and how you can bring these strategies to life in your own organization. Through extensive research and collaboration, we explored how top-performing call centers build systems that empower their agents to succeed. The bridge to your agents success is waiting to be built.

CCNG 195

CCNG Call Center Contact Center Construction 195