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.

Consulting 195

Consulting Consulting Contact Center Gamification 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. Summary In summary, change is increasingly becoming a more predominant factor affecting contact centers.

Cloud contact 195

Cloud contact Contact Center CCNG Finance 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

AUGUST 14, 2024

My previous experience working with outbound sales agents proved invaluable: there were scripts to be followed, and the most successful agents were always those who could read a script and carry on a conversation without sounding like a robot.

Scripts 195

Scripts Call Center CCNG Outbound sales 195

CCNG

MARCH 6, 2024

Do you sometimes feel like you are playing buzzword bingo when reading anything about AI in the contact center? A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. You are not alone.

Contact Center 195

Contact Center Calibration Interactive Voice Response Analytics 195

CCNG

JUNE 16, 2021

I spoke in detail with CCNG President David Hadobas and IV.AI CEO Vince Lynch about how senior executives and call center stakeholders should be thinking about this. Owen McGrath is Head of US Sales with IV.AI This is the one biased data point we don’t see as problematic.

CCNG 221

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

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

JUNE 3, 2021

The “good” is headlined by cutting the total cost of ownership in a contact center, and outsourcing can make good sense, but the “bad” comes with a price. John Novak is a global Sales and Operations executive with over 40 years in the customer care and customer experience industry.

outsourcing 195

outsourcing CCNG Government Customer Care 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

MAY 30, 2024

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. Nice-to-Haves Capturing Oddities for Future Use Does your platform have a way to capture oddities in your arrival patterns and store them for use in the future?

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

CCNG

MARCH 30, 2022

Some sales organizations utilize email “cadences” to drive their business development efforts by utilizing a certain order of pre-programmed emails in the quest for increasing sales. Because the contact center manager, director, and VP could see the green dots, it was easy to see that “all the work was being completed.”

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

JUNE 14, 2023

Align your emotional connection initiatives with your broader business goals and ensure that they complement other strategic efforts, such as product development, marketing, and sales. It's also important to cultivate a company culture that values emotional connections, both with customers and within the team.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

AUGUST 7, 2024

As new technology emerges for contact centers, business process outsourcing (BPO) is rapidly shifting. Virtual Customer Experience E-commerce sales account for nearly 20% of all retail sales in the US, which continues to rise. Numerous BPO trends have emerged that offer a way to reduce expenses and improve CX.

outsourcing 195

outsourcing Business Process Outsourcing Chatbots Technology 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

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

DECEMBER 4, 2024

Read the fourth article in this series to discover how better QA can transform your contact center into a powerful revenue-generating engine. Unlocking Hidden Revenue: Transforming Contact Centers into Profit Powerhouses In the competitive landscape of modern business, every missed sales opportunity can translate into lost revenue.

Contact Center 195

Contact Center CCNG Upselling Revenue potential 195