CCNG

JANUARY 15, 2025

With over two decades of experience, Justin has helped organizations across industries turn their CX strategies into powerful engines for growth. Justin Robbins is a keynote speaker, researcher, and business advisor whos passionate about transforming customer interactions to drive measurable business outcomes.

Best practices 195

Best practices Engineering Technology Personalization 195

CCNG

DECEMBER 8, 2022

Company Shifts Call Center Operations With a Focus on Guest Experience Call center operations have seen a dramatic shift for Hyatt Hotels Corp. She said call center operations are now scattered across 23 states, which she sees as a positive "because it's given us access to all sorts of different talent."

Call Center 195

Call Center CCNG Customer Care Engineering 195

CCNG

JUNE 21, 2023

Modern contact centers support many digital channels, touchpoints and interaction modes. Tools like cognitive computing engines further analyze customer intent and context. In these cases, reaching your contact center should be easy. Here are seven ways to deliver leading, digital customer experiences.

Customer Service 195

Customer Service CCNG Self service Automotive 195

CCNG

MARCH 30, 2022

Because the contact center manager, director, and VP could see the green dots, it was easy to see that “all the work was being completed.” Human behavior When they first told me about this, I knew from studying human behavior in contact centers for years that it would not work. It drives leaders to just manage tasks.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

MARCH 26, 2025

With over two decades of experience, Justin has helped organizations across industries turn their CX strategies into powerful engines for growth. Justin Robbins is a keynote speaker, researcher, and business advisor whos passionate about transforming customer interactions to drive measurable business outcomes.

Metrics 195

Metrics Finance Upselling Engineering 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

Avaya

OCTOBER 25, 2018

Dale is an active member and conference speaker at SOCAP, ICSA, and CCNG. In which channels do consumers prefer to contact brands? With over 300 responses to the survey, this is what we learned: Only 1 in 10 Consumers are Contacting Your Brand. This blog was first published July 12, 2018 on the C3i Solutions blog.

CCNG 47

CCNG Advertising Self service Surveys 47

CCNG

MARCH 6, 2024

Do you sometimes feel like you are playing buzzword bingo when reading anything about AI in the contact center? A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. You are not alone.

Contact Center 195

Contact Center Calibration Interactive Voice Response Analytics 195

CCNG

DECEMBER 4, 2024

Read the fourth article in this series to discover how better QA can transform your contact center into a powerful revenue-generating engine. Contact centers, often viewed as cost centers, have significant untapped potential to drive revenue through effective sales techniques and upselling strategies.

Contact Center 195

Contact Center CCNG Upselling Revenue potential 195

CCNG

NOVEMBER 6, 2024

Deliberately re-engineering strategies for the virtual work environment is critical. How leaders talk with, coach, and engage with employees and how employees interact in their virtual environment all must be re-engineered.

Employee engagement 195

Employee engagement CCNG First call resolution Engineering 195

CCNG

FEBRUARY 12, 2025

Agent Empowerment: A contact center equipped agents with better tools to handle recurring issues, reducing repeat calls by 30%. With over two decades of experience, Justin has helped organizations across industries turn their CX strategies into powerful engines for growth.

Agent Empowerment 195

Agent Empowerment Metrics Contact Center Wait times 195