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

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

According to a PWC study, 80% of US consumers regard “speed, convenience, knowledgeable help, and friendly service as the most important elements of a positive customer experience.” 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

FEBRUARY 22, 2023

A 2021 study revealed that employees who show and are shown kindness in the workplace are 44% more committed to their organization, have 26% more energy, and have 33% more satisfaction in their work. Written by Ami Zumkhawala - Cook, shared by CCNG member Jeremy Ahto.

CCNG 195

CCNG Contact Center Healthcare 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

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

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

APRIL 23, 2025

To offer some real-world insight, here is a case study that shows examples of issues Ive referenced above. The work we performed showcases the benefit of what WFM brings to the table and how it can drive value to your business, reduce costs and improve the experiences of both your internal employees and customers.

Management 195

Management Construction Customer retention Healthcare 195

CCNG

JUNE 12, 2024

Interaction analytics assesses interactions across channels, and conversational analytics studies entire conversations for context and flow. Contact Center Use Cases for Speech Analytics Speech analytics applications offer unique capabilities for handling key tasks in contact centers.

Analytics 195

Analytics CCNG Quality management Call Center 195

CCNG

NOVEMBER 9, 2022

Moreover, studies show they also have higher self-esteem, are more empathic to others, [and are] more trusting and cooperative"—all essential attributes of a stable and productive workforce. Maintaining connectedness within a contact center has always presented unique challenges. A UnitedHealth Group study found that U.S.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 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

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. It’s been a theme across business books, case studies, and articles.

Customer Service 195

Customer Service CCNG Education Self service 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.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 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.” Human behavior When they first told me about this, I knew from studying human behavior in contact centers for years that it would not work. What could be wrong?”

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Altivon

MARCH 20, 2018

Chatbots, Omnichannel and Cloud are three top trends for contact centers. Studies show that the majority of customers would rather have an effortless experience than a delightful one (CCIQ). The post Driving Contact Center Change: Chatbots, OmniChannel, Cloud appeared first on Altivon. Leading technologists (e.g.,

Chatbots 40

Chatbots Contact Center CCNG Multichannel 40

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

Avaya

OCTOBER 25, 2018

Dale is an active member and conference speaker at SOCAP, ICSA, and CCNG. Our recent channel surfing study suggests not. Throughout his career, he has held various corporate marketing, brand management, advertising, promotions, and advertising agency executive posts.

CCNG 47

CCNG Advertising Self service Surveys 47

Altitude

FEBRUARY 22, 2018

Altitude is committed to create value for its customers while executing on its own European General Data Protection Regulation (GDPR) compliance program. Companies can miss that there are benefits from a GDPR program.

CCNG 40

CCNG Contact Center 40

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

CCNG

APRIL 16, 2025

The Artificial Intelligence Revolution challenges call centers to employ only the best. According to a study by the Journal of Applied Psychology, the productivity gap between top performers and their colleagues is staggering. This leaves the most complex, difficult, and outside-of-the-norm problems for agents to handle.

CCNG 195

CCNG Coaching Education Feedback 195

CCNG

FEBRUARY 12, 2025

Agent Empowerment: A contact center equipped agents with better tools to handle recurring issues, reducing repeat calls by 30%. External: Publish results through blogs, case studies, and customer success stories. Facilitation Tip: Create a Results Snapshot Template : Quickly summarize wins and outcomes for executive briefings.

Agent Empowerment 195

Agent Empowerment Metrics Contact Center Wait times 195