CX Global Media

SEPTEMBER 5, 2018

I’ve been very fortunate to have gained different perspectives in the contact center industry. It’s important to realize that if you’re in the market for a solution, your vendor’s experience and perspective can greatly amplify the value they provide. Here is an edited transcript of my interview. Daniel Weiss : Thanks Jim.

Best practices 174

Best practices Contact Center CCNG Coaching 174

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

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

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CCNG

SEPTEMBER 6, 2023

You may have heard about a “hidden job market”. We all know that many jobs are filled by networking, especially true in contact center, customer care and customer experience leadership positions. Pat has a background in both executive search and contact center management going back to 1986.

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CCNG Marketing Contact Center Customer Care 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

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

JUNE 16, 2021

The immediate takeaway from all of this is that new laws governing AI are likely coming, and that it’s now a perfect moment to examine how we build, market, and implement AI such that we ensure it’s ethical and compliant. I spoke in detail with CCNG President David Hadobas and IV.AI Owen McGrath is Head of US Sales with IV.AI

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CCNG Government Healthcare Enterprise 221

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.

Customer Experience 195

Customer Experience CCNG B2B Contact Center 195

CCNG

JANUARY 19, 2021

In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres. Richard Kenny is an 18 year veteran of the contact center industry, working as the Senior Product Marketing Manager, Contact Centre & Unified Communications for Poly (formerly Plantronics).

Call Center 195

Call Center CCNG Contact Center Feedback 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

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. In the end, I found that thing that both fired me up and also provided value to the market and I hope you take some time to check it out.

Contact Center 195

Contact Center Feedback Marketing Technology 195

CCNG

OCTOBER 11, 2023

Creating happy work environments But what may not be as obvious is that the product team responsible for the digital experience, the finance team responsible for the 30-day return policy and the marketing team that didn't make the policy clear also impacted the customer's experience.

CCNG 195

CCNG Customer Experience B2C Finance 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

MAY 30, 2024

Then, when marketing says they’re doing the Buy-One-Get-One deal again you can have a data point captured that properly increases the volume forecast based on the previous campaigns. We all need to normalize our arrival patterns to make sure we’re not inaccurately including power outages and random sales campaigns in our future forecasting.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

CCNG

JULY 20, 2022

Throw a pandemic on top of this tectonic shift in expectations and you have a tidal wave of change impacting how we recruit and retain employees in our contact centers. Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member. Imagine what your employees must be thinking. What say you?

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CCNG Consulting Consulting Contact Center 195

CCNG

JUNE 14, 2023

In today's competitive market, providing an outstanding customer experience is more important than ever. Share your company's vision, values, and mission in a way that your customers can relate to, and make sure your brand story is consistently reflected across all touchpoints, from marketing materials to customer service.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

FEBRUARY 24, 2022

That has worked very well historically, but in the current job market companies should instead emphasize human asset maximization. She is a frequent contributor/speaker/guest on podcasts and at many customer service and contact center organizations and events where she loves discussing CX, EX, and remote work.

Chatbots 369

Chatbots Contact Center Technology Personalization 369

CCNG

MARCH 26, 2025

Partner with Product and Marketing. Work with Finance to understand budget constraints and metrics that the C-suite monitors daily. If youre tying your initiatives back to cost reduction or revenue lift, youre speaking their language. CX insights are often the missing link between what customers want and what the business provides.

Metrics 195

Metrics Finance Upselling Engineering 195

CCNG

JULY 31, 2024

And even in fields like customer experience and marketing, which are not considered high-stakes, AI use is exploding and if not designed and monitored, can have unintended negative results. AI systems are being deployed to make increasingly high-stakes decisions that impact human lives in fields like healthcare, criminal justice, and hiring.

Advertising 195

Advertising Healthcare Contact Center Feedback 195

CCNG

FEBRUARY 11, 2021

Yes we've always had work from home agents, they've been anywhere from 10%, 15%, maybe as high as 20% in most contact centers in terms of the overall work staff.but with the (pandemic) work environment, most agree we have never seen anything on this scale! Roger Woolley is Chief Marketing Officer at CommunityWFM based in Dallas, TX.

Airlines 195

Airlines Contact Center Service level Marketing 195

CCNG

SEPTEMBER 25, 2024

Conversational Chatbots The global chatbot market continues to grow , thanks partly to continual AI and machine learning innovations. AI-Based Customer Service Training In the contact center space, turnover is high, and job satisfaction is low , which can negatively impact customer interactions.

Chatbots 195

Chatbots Technical Support Scripts Interactive Voice Response 195

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. Bain, 2005) 87% of marketers say they are delivering engaging customer experiences. Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

JULY 27, 2022

Call centers measured customer satisfaction based on the speed at which an agent answered the phone and responded, regardless of whether the request was resolved. With the shift to multi-or omnichannel contact centers, today's emphasis is on customer experience. Consistency is just as important with remote agents as in-center.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Altitude

NOVEMBER 29, 2017

Every day, start-ups and other innovative businesses are coming up with new business models that highlight how digital transformation is changing sales, marketing and customer service in all industries.

contact center solutions 49

contact center solutions Contact Center Sales Marketing 49

Avaya

OCTOBER 25, 2018

Throughout his career, he has held various corporate marketing, brand management, advertising, promotions, and advertising agency executive posts. Dale is an active member and conference speaker at SOCAP, ICSA, and CCNG. This blog was first published July 12, 2018 on the C3i Solutions blog.

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CCNG Advertising Self service Surveys 47

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

FEBRUARY 26, 2025

Improving the performance of a contact center doesn’t have to break the bank. 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.

Best practices 195

Best practices Contact Center CCNG Telecommunications 195

CCNG

JANUARY 8, 2025

If doing the same thing led to a different outcome, the current contact center concept and setup would still be wildly successful. But while weve reached the edge of the current customer service strategy and architecture, weve arrived at the frontier of something entirely new: the AI-first contact center.

Contact Center 195

Contact Center CCNG Enterprise Technology 195