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

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of determined team leaders around the globe, contact centers have been slow to acknowledge this connection and that the outdated approaches, processes, and technologies currently in use won’t deliver success in today’s highly competitive, rapidly evolving, labor-constrained digital age.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

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.

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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

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

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. He stressed the importance of setting boundaries within which these exceptions can occur.

Contact Center 195

Contact Center CCNG Metrics Customer Experience 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.

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Contact Center Gamification Brand ambassadors CCNG 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

NOVEMBER 17, 2020

While the global health and economic crisis has radically altered businesses across the globe, it's also given us valuable insight into consumer habits and new adaptive customer experience strategies that are helping minimize the disruption. Emma English is Marketing & Communications Manager at Humach, a CCNG corporate member.

Contact Center 195

Contact Center CCNG Benchmark Wait times 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

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.

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Contact Center Analytics CCNG Average Handle Time 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.

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CCNG Customer Service Contact Center Feedback 195

CCNG

AUGUST 21, 2020

During a recent member town hall Pam Plyler of The Northridge Group led a discussion around the changes and successes contact center leaders have shared with her as they decide how to return to customer support operations. Listen below to Pam’s 7 minute kickoff talk during a recent CCNG town hall event.

Customer Care 195

Customer Care CCNG outsourcing Contact Center 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. Below are key points from this discussion.

CCNG 195

CCNG Technology Employee engagement Government 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.

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CCNG Benchmark Contact Center Customer Care 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.

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contact center associations Contact Center CCNG Business Process Outsourcing 195

CCNG

SEPTEMBER 7, 2022

In another posting, I’ll discuss strategies on how to use LinkedIn to maximize your network and assist with a job search. Pat Calvert is a CCNG member, Managing Director of Contact Center Talent.net partnering with CCNG to help members with executive search needs.

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CCNG Contact Center Management 39

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. Customers, with no other choice than to contact companies in any fashion other than face-to-face, found new ways to engage with businesses. So, what makes for a healthy contact center?

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 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

SEPTEMBER 3, 2020

Vicki Brackett has been leading both virtual/work-at-home and brick-and-mortar contact centers for over twenty years. In 2001, after managing her first virtual contact center, Vicki realized that different leadership strategies and tools were needed for the at-home environment.

Customer Care 369

Customer Care Gamification Contact Center Management 369

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.

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CCNG Chatbots Contact Center Self 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. As leaders in the contact center industry, we tend to “throw bodies” (a.k.a.

Contact Center 195

Contact Center At home agents Coaching Management 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. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner.

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Contact Center CCNG Morale Coaching 120

CCNG

AUGUST 17, 2022

You’ve heard me say the most powerful-- and overlooked-- tool in the contact center is your professional network. This week we focus on three inside strategies that will create more value for you, your team, the organization … and your network!

Best practices 195

Best practices CCNG Enterprise Contact Center 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. Unleash the full power of your systems and data.

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Gamification Customer Experience CCNG Employee engagement 195

CCNG

JULY 19, 2023

Now, let’s delve into some practical tips to help you conquer the forecasting challenge and elevate your WFM strategies to new heights. Back-office work is handled differently than contact center work, so be sure these differences are factored in. WFM isn’t just for the contact center anymore.

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Workload forecasts CCNG Consulting Consulting 195

CCNG

JANUARY 15, 2025

The strategies we need to tie it all together? Blindly adopting someone elses strategy leads to mediocrity, not mastery. Together, well explore topics like rethinking workforce development, integrating technology into service delivery, redefining processes, and crafting strategies built for the future. Spoiler alert: you wont.

Best practices 195

Best practices Engineering Technology Personalization 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

APRIL 20, 2022

Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

SEPTEMBER 27, 2023

Different ideas are constantly emerging as the new go-to strategy. Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. This experience adds more frustration for both the contact center agent and the customer. So what exactly is the agent doing?

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Management Average Handle Time Self service CCNG 195

CCNG

MARCH 30, 2022

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.” HR was involved with a new cadence of verbal and written warning documents that aligned with this new management strategy. If they saw red dots, that meant the work wasn’t completed.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

OCTOBER 6, 2020

Here are four simple strategies for you to keep in mind, to help you avoid some common pitfalls. Strategy #1: Ensure technology supports your intentions There is no doubt that working remotely requires a specific set of technology assets and unique skills. Yep, I’m guilty of all these virtual leadership sins!

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CCNG outsourcing Surveys Coaching 195

CCNG

JUNE 14, 2023

Today, I want to explore the power of emotional connection, its role in fostering customer loyalty, and how your business can benefit from implementing strategies that prioritize emotional connections. Identify the emotions that resonate with your target audience and develop strategies to evoke these feelings in your customers.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 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?

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Morale Contact Center CCNG Agent burnout 195