CCNG

MARCH 4, 2021

We’ve heard that from contact center trainers and trainees a lot over the past year. With the increased demands, Covid thrust upon contact center organizations, SymTrain, in conjunction with CCNG, sponsored a survey on the impact of converting to remote work.

CCNG 195

CCNG Contact Center Surveys Coaching 195

CCNG

AUGUST 13, 2020

The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model. The findings provide unexpected insight into the point of view of the work at home employee. 5thtalent.com.

CCNG 195

CCNG Contact Center Surveys Technology 195

CCNG

OCTOBER 29, 2021

In a recent CCNG Town Hall, Rick Denton helped walk the community through key elements of customer experience that were fundamental pre-pandemic as well as during the pandemic, and will remain fundamental post-pandemic. We’ve all heard how 2020 is the year everything changed. Three key themes did not change: 1.

CCNG 195

CCNG Employee engagement Consulting Consulting 195

CCNG

AUGUST 10, 2022

Contact center agents, especially those in hospitality, are on the front lines of the Mad Max world of travel we live in today. She also explains how hiring the right agent, one who is truly passionate about the brand, creates "built-in empathy" for the traveler. How can we help those agents?

CCNG 195

CCNG Contact Center Customer Care Surveys 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

CCNG

OCTOBER 11, 2023

If your company is small enough, this can be a survey asking: Do you feel you can be your authentic self at work? Just make sure you have the infrastructure and resources to absorb and action the information you gather from this surveying. Do you feel you're empowered to make decisions? Do you feel that someone at work cares about you?

CCNG 195

CCNG Customer Experience B2C Finance 195

CCNG

NOVEMBER 16, 2022

Look upstream – Too often, contact center leaders are focused on navigating through their daily operational challenges that they neglect to look upstream to identify and resolve the process failures that initially caused the calls, complaints, or issues to occur in the first place.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 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. A 2021 Gallup survey found that a mere 23% of 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

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

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

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. Dump the personnel surveys and really take time to listen through roundtables, open forums, discussion boards and social media. The time for choosing is now.

CCNG 195

CCNG Consulting Consulting Contact Center 195

CCNG

OCTOBER 6, 2020

I hesitantly agreed to hold large group meetings twice monthly, and we surveyed the broader group before we launched the new meeting cadence and again after some time to see if the increased frequency was having the desired effect. Those monthly meetings took a long time for me to plan, as well-executed virtual meetings usually do.

CCNG 195

CCNG outsourcing Surveys Coaching 195

CCNG

SEPTEMBER 4, 2024

Connecting the Dots A March 2024 burnout survey by MyPerfectResume provides data that demonstrates a vivid connect-the-dots illustration. CCNG would like to thank our contact center colleagues for sharing these insights. Note the italics which highlight the thoughts/emotions/behavior/physical connections.

CCNG 195

CCNG Surveys Contact Center Management 195

CCNG

JUNE 14, 2023

Customer Feedback as a Tool for Improvement Customer feedback, whether it's through surveys, reviews, or social media, can provide valuable insights into how well your emotional connection strategies are resonating with your audience. These metrics are also important to drive internal support for your customer engagement and loyalty programs.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 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

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Forrester, 2016) The average email survey response rate is 24%. Fluid Survey, 2014) 75% of people complete surveys on their mobile.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Beyond Morale

SEPTEMBER 30, 2013

I spend a lot of my life working with customer experience and contact center leaders. Two of my most active associations are the Customer Experience Professionals Association ( CXPA ) and the Call Center Network group ( CCNG ). Everybody is looking for it. I participate in various events with different associations.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

Avaya

OCTOBER 25, 2018

Dale is an active member and conference speaker at SOCAP, ICSA, and CCNG. In which channels do consumers prefer to contact brands? With over 300 responses to the survey, this is what we learned: Only 1 in 10 Consumers are Contacting Your Brand. Which was higher than the youngest group that we surveyed (18-24-year-olds).

CCNG 47

CCNG Advertising Self service Surveys 47

CCNG

NOVEMBER 6, 2024

Surveying employees twice a year isn’t a dynamic way of measuring true employee engagement. Include a once-a-week survey, or utilize a discussion board for comments on each pilot program. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events.

Employee engagement 195

Employee engagement CCNG First call resolution Engineering 195