CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. We will continue to update this contact-center-centric resource as new information becomes available.

Contact Center 221

Contact Center CCNG Best practices Government 221

CCNG

JULY 2, 2021

In a fast-paced industry like contact centers, it is important to hire quickly without sacrificing accuracy. I recently spoke with David Hadobas of CCNG to discuss this important topic. Emmersion proves speaking and writing ability for contact centers and BPOs around the world.

CCNG 322

CCNG Contact Center Engineering Enterprise 322

CCNG

JULY 7, 2021

With the pandemic finally starting to ease off, it is a good time to re-evaluate the industry best practice metrics for Contact Centers. CCNG Academy member Elliott Winit is a Contact Center management consultant with over twenty-one years of consulting experience.

Best practices 195

Best practices Contact Center Metrics CCNG 195

CCNG

OCTOBER 14, 2021

Every contact center or customer experience leader comes to that fork in the road where you have to conduct a self-assessment with that perennial question “How good are we?” The whole discipline of customer experience and contact centers have evolved dramatically over the past 10 years. Where do you start?

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

CCNG

MARCH 16, 2022

Almost 20 years ago, while speaking at a contact center conference, I had the opportunity to meet Amas Tenumah. We were both much younger (him more than me), but we quickly learned we were both leading contact centers for large companies. We would love for you to join us as we talk about the industry that we both love!

Contact Center 195

Contact Center CCNG Best practices Consulting 195

CCNG

OCTOBER 2, 2024

Discover how poorly managed contact center QA programs can lead to significant fines and legal actions. This article is the second in a series exploring the risks of substandard contact center QA practices. Fortunately, we had great QA practices in place to ensure compliance.

Contact Center 195

Contact Center CCNG Healthcare Banking 195

CCNG

AUGUST 5, 2021

I am an old school contact center person. I would love to say that "back in the day,” I had meetings with every other department in my contact center to discuss strategies, upcoming events, and issues that needed to be ironed out, but the fact is, I didn't. I would like to take a moment to explore why that is.

Contact Center 195

Contact Center Enterprise CCNG Call Center 195

CX Global Media

SEPTEMBER 5, 2018

I’ve been very fortunate to have gained different perspectives in the contact center industry. I’m so grateful for my frontline experience, but I also realize that since those days, I’ve been able to experience a significantly broader perspective on the entire industry. Daniel Weiss : Thanks Jim. Thanks Daniel.

Best practices 174

Best practices Contact Center CCNG Coaching 174

CCNG

JULY 17, 2024

If you received a penny for every time you heard “automation” or “AI” in the contact center, you could pay off the national debt in about a month. However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center.

Contact Center 195

Contact Center CCNG Interactive Voice Response Virtual Agent 195

CCNG

SEPTEMBER 1, 2021

By Casey Kostecka Contact center leaders widely agree the most important position in their organizations are frontline supervisors. Yet as important as supervisors are in contact centers, they often receive the least amount of training for their job. The seven Ts are critical to all organizations of all sizes.

Contact Center 195

Contact Center CCNG 195

CCNG

OCTOBER 18, 2023

In a recent virtual member town hall discussion led by Dan, the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength.

Contact Center 195

Contact Center CCNG Metrics Customer Experience 195

CCNG

SEPTEMBER 20, 2023

In a recent virtual member town hall discussion led by Dan Smitley (the Strategy and Optimization Czar at Call Design), the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength.

Contact Center 195

Contact Center CCNG Metrics Employee engagement 195

CCNG

DECEMBER 16, 2020

In a recent panel discussion with CCNG members on the topic of 2021 Contact Center Predictions, Ron shares a few perspectives learned from this year. First, companies found self service options inadequate – When COVID hit in March, many industries found their automated systems were inadequate to help handle call volumes.

Contact Center 195

Contact Center CCNG Self service Interactive Voice Response 195

CCNG

SEPTEMBER 11, 2024

The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. In this article, we will explore five important technical changes happening in contact centers.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. This is what they do.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

AUGUST 28, 2024

While almost all industries are going digital, there’s one industry that is leading the charge in the digital revolution, i.e., Contact Centers. By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

JULY 3, 2024

As companies worldwide strive to deliver exceptional CX while balancing other business-critical areas, they are embracing contact center outsourcing. By 2028, the market for contact center outsourcing is expected to grow at a CAGR of 5.66% (2023-2028), reaching USD 132.92

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outsourcing Contact Center Airlines CCNG 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. About 4-5 months ago I was speaking with an industry colleague and telling my origin story. Again, Until recently.

Contact Center 195

Contact Center Feedback Marketing Technology 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

AUGUST 13, 2020

The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model. The findings provide unexpected insight into the point of view of the work at home employee. 5thtalent.com.

CCNG 221

CCNG Contact Center Surveys Technology 221

CCNG

MAY 24, 2023

CCNG member Dan Smitley shares his thoughts on what we’re going to do once the bots take over the world. Dan talks about how contact centers are changing and how technology is playing a major role in this transformation. A bit of a hyperbole but it’s a great starting point for a very timely conversation.

CCNG 195

CCNG Contact Center Technology Customer Experience 195

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

CCNG

JANUARY 13, 2021

At the recent CCNG Fireside Live Chat held in December I had the opportunity to provide my reflection on 2020 and what I predict will happen in 2021 alongside two other industry colleagues, Poly and Avtex. Roger Lee is VP Customer Success for Gridspace and long time CCNG member and advocate.

CCNG 195

CCNG Average Handle Time Finance Employee engagement 195

CCNG

SEPTEMBER 18, 2024

Poorly managed contact center quality controls can greatly impact your business, and the consequences are staggering. This article is the first in a series exploring the risks of substandard contact center QA practices. QA is not a luxury; it is a necessary investment for success.

CCNG 195

CCNG Customer Service Contact Center Feedback 195

CCNG

JULY 11, 2020

However, for many contact centers it’s now time to focus on the new path forward. Conversation, candid discussion and knowledge sharing with a trusted network of experienced peers is an effective way for us to navigate this constantly changing industry. At CCNG, we know strong brands are built on exceptional customer care.

CCNG 195

CCNG Benchmark Contact Center Customer Care 195

CCNG

AUGUST 13, 2020

The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model. The findings provide unexpected insight into the point of view of the work at home employee. 5thtalent.com.

CCNG 195

CCNG Contact Center Surveys Technology 195

CCNG

APRIL 12, 2023

Demand and customer expectations are on the rise across all industries and those in the contact center industry can feel it. For an industry already facing labor challenges and the need to evolve the pandemic accelerated the need to overcome those challenges. So, what makes for a healthy contact center?

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

CCNG

AUGUST 9, 2023

It has the potential to revolutionize the way contact centers operate and deliver customer experiences if done correctly. While the possibilities are still being explored, there is so much opportunity presently for contact centers to take advantage of this technology. Because you are.

Contact Center 195

Contact Center Chatbots Education Technology 195

CCNG

MAY 20, 2021

For certain, no two chatbots are the same – they serve different customer types, industries, needs and services. VP of Technology at Cognigy , Derek Roberti, recently hosted a live chatbot critique with CCNG members during a virtual Town Hall.

Chatbots 195

Chatbots CCNG Contact Center Technology 195

CCNG

JULY 12, 2020

The contact center industry has never experienced anything like the COVID-19 pandemic. However, we are now faced with new questions: Are you trying to decide if you should keep contact center agents at home after the COVID-19 global pandemic? We are currently inviting companies to participate in our WAH study.

CCNG 195

CCNG Benchmark Contact Center Employee engagement 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. Over 35 industry experts deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CCNG

SEPTEMBER 23, 2020

While all of us are navigating the pandemic in ways specific to our industries and customers, one thing remains consistent. Creating a seamless experience for our customers increases loyalty, decreases our costs and creates better employee engagement.

CCNG 195

CCNG outsourcing Employee engagement Consulting 195

CCNG

JULY 10, 2020

I've interviewed numerous executives on the topic of leadership in the contact center. Within the contact center industry it is so important because most of us don't plan to start out as contact center leaders. This typically develops over a period of time. And mentoring for me is really key.”.

CCNG 195

CCNG Contact Center Customer Care Customer Service 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. In a contact center world, everything is in constant flux.

Contact Center 195

Contact Center At home agents Coaching Management 195

CCNG

JULY 22, 2021

My organization works with company’s contact centers to help them design and build effective digital engagements using the most acclaimed customer engagement application on the planet - Salesforce. But customers today expect more than just a new interactive FAQ. Adjust your conversation flows accordingly.

CCNG 195

CCNG Chatbots Contact Center Self service 195

CCNG

AUGUST 21, 2024

The customer experience technology market has ballooned in the last ten years, but given the current economic climate sales are cooling for this once unstoppable industry. The last few years have seen an explosion CCaaS “Contact Center as a Service” in the customer experience technology stack. Is it critical?

Customer Experience 195

Customer Experience CCNG B2B Contact Center 195