CCNG

JUNE 7, 2023

CCNG members and veteran contact center leaders Fred Stacey and Adam Boelke recently discussed with fellow members the potential impact, current challenges, misconceptions and future of ChatGPT in contact centers. ChatGPT has captured the attention of everyone by smashing record adoption rates globally.

Contact Center 195

Contact Center CCNG APIs Scripts 195

CCNG

APRIL 12, 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 221

Contact Center Interactive Voice Response CCNG Chatbots 221

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

JULY 3, 2024

Having a skilled and knowledgeable team of experts who can create genuine connections with customers and deliver personalized support is crucial for delivering a memorable CX. 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

NOVEMBER 9, 2021

Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly. The way humans describe their customer service needs vary widely from business to business, and they vary massively from person to person.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

CCNG

AUGUST 23, 2023

In today's fast-paced business landscape, contact centers play a pivotal role in shaping customer experiences and influencing brand perception. In this #JMPsBlog , we will explore the incredible potential of data analytics in contact centers, along with considerations and watchouts that organizations must keep in mind.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

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

MARCH 29, 2023

Simply put, working from home is more than just work, it’s personal. Working from home is amazing and has helped many of us create a more personalized work/life balance. We must remember that working from home is more than just work, it’s personal.

Personalization 195

Personalization CCNG Contact Center 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

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. Soon, the Bad News Bears stigma will come to an end in your contact center.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

CCNG

SEPTEMBER 24, 2021

By Jason Mercer-Pottinger During a recent CCNG Town Hall I discussed with members the strategies and incentives contact centers are using to address a very challenging labor market. Our discussion included topics such as (1) What strategies and incentives are contact centers using to address a very challenging labor market? (2)

CCNG 273

CCNG Healthcare Contact Center Marketing 273

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. Below are key points from this discussion.

CCNG 195

CCNG Technology Employee engagement Government 195

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

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. Performance improvement processes are a continual battle.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

SEPTEMBER 6, 2023

We all know that many jobs are filled by networking, especially true in contact center, customer care and customer experience leadership positions. I would prioritize having conversations with the hiring person first or someone close to the hiring person.

CCNG 195

CCNG Marketing Contact Center Customer Care 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

AUGUST 2, 2023

Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved. Be aware of the top five most common mistakes businesses make during the process that can lead to a derailment.

Contact Center 195

Contact Center CCNG Best practices Technology 195

CCNG

NOVEMBER 22, 2023

Host a communication game where everyone tells a story and the last person tells the story out loud to the group. CCNG member Simone Forman is a 25 year customer care veteran leading and fostering highly collaborative relationships across contact center organizations. This creates laughter and fun amongst the group.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 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 11, 2023

Give a crap It used to be that employees were advised to leave their personal lives at home, but if you want a team that's dedicated to making a difference, then they need to know that someone cares about them beyond their performance. Start by sharing more personal aspects of your life and being vulnerable.

CCNG 195

CCNG Customer Experience B2C Finance 195

CCNG

JULY 11, 2020

However, for many contact centers it’s now time to focus on the new path forward. Tapping into these shared experiences and professional relationships is how good contact centers get better! At CCNG, we know strong brands are built on exceptional customer care. Organizations, customers and staff are unsettled.

CCNG 195

CCNG Benchmark Contact Center Customer Care 195

CCNG

AUGUST 17, 2022

You’ve heard me say the most powerful-- and overlooked-- tool in the contact center is your professional network. The goal is not to amass a larger audience, but to build important personal and professional relationships that enhance your knowledge and expand your abilities. Ask your trusted connections for connections.

Best practices 195

Best practices CCNG Enterprise Contact Center 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

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

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 First call resolution 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. Gather in person.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

JUNE 21, 2023

Provide personalized, omnichannel experiences that are context-based and low effort. Modern contact centers support many digital channels, touchpoints and interaction modes. And that limits your ability to provide a personalized, contextual customer experience. Use contextual information to personalize journeys.

Customer Service 195

Customer Service CCNG Self service Automotive 195

CCNG

SEPTEMBER 4, 2024

A third person who has hit their breaking point avoids saying anything but gets online and fills out job applications. CCNG would like to thank our contact center colleagues for sharing these insights. Note the italics which highlight the thoughts/emotions/behavior/physical connections. One gets angry and resistant.

CCNG 195

CCNG Surveys Contact Center Management 195

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. Michelle Randall is a long time CCNG advocate and past member, currently the CMO with Playvox.

Customer Service 195

Customer Service CCNG Education Self service 195

CCNG

APRIL 20, 2022

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. Truth At The Core Contact centers depend on a wide range of technologies to operate effectively. Contact centers with advanced data management capabilities can easily leverage performance-based compensation strategies.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 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. What was left to be handled by a person in the center was the more complex, so they need complex problem-solving skills. The transactions have gone online," she said.

Call Center 195

Call Center CCNG Customer Care Engineering 195

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!). What's a leader to do then?

Morale 195

Morale Contact Center CCNG Agent burnout 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

APRIL 27, 2022

was my first day of work as the Director of Operations for a contact center outsourcing company. Their operations consisted of a large fulfillment center, the contact center, and a large client services organization serving almost 100 clients in the business-to-consumer and business-to-business industry verticals.

CCNG 195

CCNG Contact Center Scripts Feedback 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. Shouldn’t our approach be more personal, more directed, more experience oriented? Bob can be reached via the CCNG website member directory or on LinkedIn.

CCNG 195

CCNG Consulting Consulting Contact Center 195

CCNG

JUNE 14, 2023

Personalizing Customer Interactions One-size-fits-all approaches seldom create strong emotional connections. Instead, strive to personalize your customers' experiences by tailoring your communication, offers, and services to their individual needs and preferences.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195