CCNG

MARCH 12, 2021

New data from The Northridge Group provides a clear message to businesses. According to The Northridge Group's State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic. Focus on leadership.

Customer Service 370

Customer Service CCNG Self service Contact Center 370

CCNG

DECEMBER 18, 2024

Check your motive: When you are the only one in your group who is providing great service, remember that your objective is to care for your customer, not use the situation to make yourself look better than your co-workers. David Reed is a CCNG member and Customer Service and Process Training Expert. Be a difference maker!

CCNG 195

CCNG Consulting Consulting Customer Service 195

CCNG

AUGUST 21, 2021

But despite the evidence and the voices of determined team leaders around the globe, contact centers have been slow to acknowledge this connection and that the outdated approaches, processes, and technologies currently in use won’t deliver success in today’s highly competitive, rapidly evolving, labor-constrained digital age.

CCNG 195

CCNG Contact Center Surveys Employee engagement 195

CCNG

APRIL 19, 2023

Does your contact center jokingly reference certain teams as “Bad News Bears”? Contact centers are typically composed of individual teams tasked to meet common goals determined by the organization. The supervisor has space to engage with the team as a group and individually.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

CX Global Media

AUGUST 28, 2018

Contact centers around the world face similar challenges, yet so many continue to work in silos. Many contact center leaders have an opportunity to accelerate their success by collaborating with others. Jim Rembach : Hey this is Jim with Fast Leader Show and Call Center Coach and I’m here with David Hadabos of CCNG.

CCNG 136

CCNG Contact Center Chief Customer Officer Coaching 136

CCNG

FEBRUARY 22, 2023

Written by Ami Zumkhawala - Cook, shared by CCNG member Jeremy Ahto. Both Ami and Jeremy work with The Northridge Group, a multi year CCNG corporate member and partner.

CCNG 195

CCNG Contact Center Healthcare Technology 195

CCNG

AUGUST 21, 2020

During a recent member town hall Pam Plyler of The Northridge Group led a discussion around the changes and successes contact center leaders have shared with her as they decide how to return to customer support operations. Listen below to Pam’s 7 minute kickoff talk during a recent CCNG town hall event.

Customer Care 195

Customer Care CCNG outsourcing Contact Center 195

CCNG

FEBRUARY 22, 2021

David Reed is a regular contributing CCNG member who started his practice Customer Centered Consulting Group over 20 years ago to help organizations improve their customer service and process efficiency. Then the piece that I think probably most people don't do a very good job on is really testing your plan.

CCNG 195

CCNG Contact Center CRM Call Center 195

CCNG

MAY 20, 2021

VP of Technology at Cognigy , Derek Roberti, recently hosted a live chatbot critique with CCNG members during a virtual Town Hall. Some of the questions that came from members focused on getting started with chatbots , how to create a voicebot , and how to calculate ROI of contact center automation.

Chatbots 195

Chatbots CCNG Contact Center Technology 195

CCNG

OCTOBER 14, 2020

What will contact center work environments look like in the coming months? Listen to the brief introduction from Darrius as he addresses these issues and drives our conversation on the new world of Hybrid Working for contact center operations. Remote workers, in-office workers, a combination?

Contact Center 195

Contact Center Marketing Technology 195

CCNG

DECEMBER 6, 2020

We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). When it comes to technology, vendors are always pushing the next big thing.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CCNG

APRIL 23, 2025

Solution: Through a comprehensive analysis of all things WFM, data validation and engagement with various stakeholders, it was found that a majority of staff from the back-office group were coded in the WFM platform as being available for resource support. Thanks to Matt Armbruster and the Northridge Group for sharing these insights.

Management 195

Management Construction Customer retention Healthcare 195

CCNG

SEPTEMBER 22, 2022

For many contact center operators, it is a time to prepare for Q4 and the fast-approaching holiday season. What does it say about the roles and the work these folks have done in our call and contact centers that leaving seems like a good idea? Summer is typically a slower time of year for many organizations.

CCNG 195

CCNG Contact Center Consulting Consulting 195

CCNG

FEBRUARY 14, 2024

In response, contact centers have been forced to evolve operationally. The question is, have our contact centers kept up with this knowledge evolution? As leaders in the contact center industry, we tend to “throw bodies” (a.k.a. As leaders in the contact center industry, we tend to “throw bodies” (a.k.a.

Contact Center 195

Contact Center At home agents Coaching Management 195

CCNG

JANUARY 18, 2023

One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. That is because empowerment is made up of two equally important components, and right now, almost every Contact Center in the world has only one. The concept is simple.

Agent Empowerment 195

Agent Empowerment CCNG Contact Center Morale 195

CCNG

SEPTEMBER 14, 2022

As an avid reader, listener and consumer of contact center and CX industry news and insights, I have been actively trying to figure out how to provide value to the industry through multiple mediums. Since I also consume a lot of content I have built up a list of things I was willing to give my time to freely to try and help others.

Contact Center 195

Contact Center Feedback Marketing Technology 195

CCNG

NOVEMBER 2, 2022

Many Contact Centers use metrics of averages to base decisions, i.e.: Average handle time (AHT) Average cost-per-contact (ACC) Customer Satisfaction (CSAT) Averages have their place in management decision-making, but they cannot be overly relied upon. What if you have just taken on a new contact channel or queue?

Management 195

Management Average Handle Time CCNG Contact Center 195

CCNG

NOVEMBER 16, 2022

Look upstream – Too often, contact center leaders are focused on navigating through their daily operational challenges that they neglect to look upstream to identify and resolve the process failures that initially caused the calls, complaints, or issues to occur in the first place.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

CCNG

JULY 19, 2023

Back-office work is handled differently than contact center work, so be sure these differences are factored in. Group similar work together when possible. WFM isn’t just for the contact center anymore. Laura is a coworker at Call Design with CCNG member Dan Smitley. Here are three key areas to focus on: 1.

Workload forecasts 195

Workload forecasts CCNG Consulting Consulting 195

CCNG

OCTOBER 6, 2020

Strategy #3: Foster community Kendra (not her real name) asked to speak one-on-one with me after a large virtual group meeting. 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.

CCNG 195

CCNG outsourcing Surveys Coaching 195

CCNG

NOVEMBER 9, 2022

Maintaining connectedness within a contact center has always presented unique challenges. High attrition rates, inherently diverse workforces, labor shortages and an extraordinarily dynamic technology backdrop thicken the plot for the customer contact narrative. A UnitedHealth Group study found that U.S. Gather in person.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

FEBRUARY 1, 2023

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels. Time is our scarcest resource.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

CCNG

FEBRUARY 24, 2022

Consider places to post jobs you haven’t used in the past such as local or regional job centers where people go in person to get help with the job search. Ask your Employee Resource Groups (ERGs) to brainstorm ideas. If you don’t have ERGs, start some!

Chatbots 369

Chatbots Contact Center Technology Personalization 369

CCNG

JUNE 21, 2023

Modern contact centers support many digital channels, touchpoints and interaction modes. In these cases, reaching your contact center should be easy. According the Northridge Group, 86% of consumers will tell at least one other person about a bad experience. Design and manage omnichannel experiences.

Customer Service 195

Customer Service CCNG Self service Automotive 195

Fonolo

MARCH 6, 2019

The Contact Center Network Group supports a vital part of the customer service industry: Call centers. CCNG does just that. Follow along as they provide webinars, events, and resources that will up your contact center game this year. Read on to learn about (and bookmark!) Learn more about it here.

CCNG 102

CCNG Customer Service Education Contact Center 102

Contact Center Geek

SEPTEMBER 10, 2021

It usually sounds like this, “I have a new person leading our contact center… where should they go to get help on how to run a contact center?” So, my first answer to that question is to get involved with a regional contact center association.

contact center associations 62

contact center associations Contact Center CCNG Government 62

CCNG

JUNE 19, 2024

Build Cross-Organizational Bonds Facilitate mentorship programs, affinity groups, team collaboration and social events spanning all levels. Greg Salvato is the CEO of TouchPoint One, a leading provider of contact center performance management solutions. Together, we can replace it with authenticity and true partnership.

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

Aria Solutions

OCTOBER 9, 2019

Change is the only constant in the contact center. Managing multiple channels is already a top contact center challenge — so how can organizations enable their agents to move easily from one channel to another when there are eight or twelve instead of two or three? . It’s a landscape in constant flux. Thanks for reading!

CCNG 9

CCNG Customer Service Contact Center Interactive Voice Response 9

CCNG

OCTOBER 19, 2022

77% have a centralized customer experience group, and 68% have a senior executive in charge of customer experience across products and channels. NICE inContact, 2018) Contact center performance drives both loyalty and churn. 90% of consumers said they are likely to stay loyal after a positive call center experience; 73.7%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Beyond Morale

SEPTEMBER 30, 2013

I spend a lot of my life working with customer experience and contact center leaders. Two of my most active associations are the Customer Experience Professionals Association ( CXPA ) and the Call Center Network group ( CCNG ). Everybody is looking for it.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

Avaya

OCTOBER 25, 2018

Dale is an active member and conference speaker at SOCAP, ICSA, and CCNG. For the most part, gender is not a very strong predictor of how consumers are likely to do research, however, when we looked at the responses by age group some interesting differences appeared.

CCNG 47

CCNG Advertising Self service Surveys 47

CCNG

NOVEMBER 6, 2024

Delegate someone from each team meeting to bring those ideas to a larger focus group. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. Employees know what they need and want to be successful—so ask them. Have team meetings to discuss ideas.

Employee engagement 195

Employee engagement CCNG First call resolution Engineering 195