CCNG

MARCH 12, 2025

Yet, many contact center agents face a huge challenge that slows them down – knowledge overload. In an age where customer expectations are high, a fast, efficient, and streamlined knowledge management system (not to be confused with a knowledge base) is more important than ever. What Is Knowledge Overload?

Customer Service 195

Customer Service CCNG First call resolution Morale 195

CCNG

MARCH 21, 2025

Being a call center agent sucks and it is managements fault. No, the real kicker is that the very structure of contact center work is engineeredalmost comicallyto induce maximum misery. No, the real kicker is that the very structure of contact center work is engineeredalmost comicallyto induce maximum misery.

Call Center 195

Call Center CCNG Contact Center Consulting 195

CCNG

JUNE 29, 2022

On a recent episode of CX Passport, Elaine Lee, Managing Director of ReynoldsBusbyLee and I discussed how it takes a real understanding of a real customer to know how to deliver the right customer experience. Agents matter and businesses that understand that will reap the financial rewards.

CCNG 369

CCNG Contact Center Surveys Customer Experience 369

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

MAY 3, 2023

In a recent CCNG Town Hall event, members Amas Tenumah and Amayea Maat reviewed the evolution of training in the customer contact and experience delivery arena. CCNG long time member, Amas is the author of 4 books, keynote speaker and Founder of BXG Academy focused on “Digital Training for the modern Human”.

Contact Center 195

Contact Center CCNG Technology Personalization 195

CCNG

MARCH 12, 2021

The past year has been difficult for contact centers. Prepare your contact center leaders, managers, frontline supervisors, and directors to manage in a virtual environment. She is a long-time CCNG member and contributor. Low customer effort drives brand loyalty and reduces cost. Focus on leadership.

Customer Service 370

Customer Service CCNG Self service Contact Center 370

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

NOVEMBER 27, 2024

I’ve seen remote management work extremely well with previous clients who are operating 100% remotely and maintaining thriving cultures with strong employee engagement. Groups that were assumed to be primarily comprised of CX managers and leaders agreed up to 23% less than the groups that were assumed to be mostly employees or HR managers.

CCNG 195

CCNG Employee engagement Call Center Management 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

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

APRIL 23, 2025

Over my 20+ year career, I’ve gained extensive insights into the critical role of Workforce Management (WFM) in enhancing organizational efficiency and driving customer retention and loyalty. Transitioning from the corporate sphere to consulting in recent years has further reinforced my beliefs.

Management 195

Management Construction Customer retention Healthcare 195

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

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. Your solution provider can be a key source for discovering the contact center best practices , so make sure their activity in contact center learning opportunities like networking events and education are part of your decision criteria.

Best practices 174

Best practices Contact Center CCNG Coaching 174

CCNG

JUNE 8, 2022

If this is the case for your contact center, the Hire Dynamics’ Contact Center Advisory Council has created a short list of the newest tools – and trends – it has determined will be of best use for contact center operations in 2022 and beyond. Customized modern performance management systems ? ? ?These

Contact Center 195

Contact Center CCNG Gamification Coaching 195

CCNG

JULY 10, 2024

Introduction Contact Centers are transforming rapidly to meet the demands of a digital age. Contact centers have stepped up with self-service options, but they don’t always hit the mark. Introducing Generative AI (GenAI), the innovative force reshaping self-service in today’s contact centers.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 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. I believe companies will need to look at mentorship programs that allow employees to have someone to turn to that is outside their management structure.

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

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

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 26, 2023

Here is information that my fellow CCNG members may want to consider when choosing a new cloud contact center product. 1 As a key part of an organization, contact centers are often greatly affected by change. Ability to Say Yes to Management The last factor is political.

Cloud contact 195

Cloud contact Contact Center CCNG Finance 195

CCNG

NOVEMBER 17, 2020

Here we've compiled benchmark data, valuable customer insight, and a list of new strategies and innovative solutions to help you prepare for the future, develop your own adaptive contact center strategy, and get your business back on track. Emma English is Marketing & Communications Manager at Humach, a CCNG corporate member.

Contact Center 195

Contact Center CCNG Benchmark Wait times 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. culture, motivation, incentives, and employee engagement.

Consulting 195

Consulting Consulting Contact Center Gamification 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. This approach will allow supervisors to effectively and efficiently manage their teams.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

CCNG

JULY 3, 2024

While modern businesses leverage advanced technologies and tools to create an impactful CX, the most meaningful aspect of customer experience management is in the ‘human touch.’ As companies worldwide strive to deliver exceptional CX while balancing other business-critical areas, they are embracing contact center outsourcing.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CCNG

JUNE 21, 2021

For too long, contact center leaders have been trying to operate their business with one arm tied behind their backs. That’s because unlike other lines of business, contact centers have been unable to continuously value the cost and financial efficiency of performance in a way that is actionable, trusted by everyone, and manageable.

CCNG 195

CCNG outsourcing Contact Center Management 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. Contact volumes are up (or down) in a particular queue?

Management 195

Management Average Handle Time CCNG Contact Center 195

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. The already frustrated customer is now stuck in a queue with a long wait; that’s because staffing levels are down because contact centers don’t have enough customer-facing workers. It’s a vicious cycle.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

FEBRUARY 22, 2023

They want immediate answers and expect frontline personnel to help them on the first contact. Investing in knowledge management technologies that arm associates with accurate information offers a means of indirectly improving Medicare star rating numbers. Written by Ami Zumkhawala - Cook, shared by CCNG member Jeremy Ahto.

CCNG 195

CCNG Contact Center Healthcare Technology 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

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

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. The true test of a leader is to manage during difficult times.

CCNG 195

CCNG Average Handle Time Finance Employee engagement 195

CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. For the full one hour Town Hall recording, visit the CCNG website, Programs, Town Hall Spotlights once released for non-members.

CCNG 195

CCNG Technology Employee engagement Government 195

CCNG

JULY 5, 2023

Throughout my career I’ve had the opportunity to lead and network with some amazing individuals and from time to time they have asked what it takes to move from Manager to Director. I’ve seen plenty of individual contributors get promoted to managers, not because they are solid leaders but because they are great contributors.

Management 195

Management CCNG Contact Center Accountability 195