CCNG

AUGUST 10, 2022

Recently, I had the opportunity to sit down with Mindy Lentz, Director of Customer Care at Hilton, to discuss the crazy world of travel today. In this episode, Mindy shared stories of the travel chaos.but more importantly, how it affects the Hilton agents.

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CCNG Contact Center Customer Care Surveys 195

CCNG

NOVEMBER 22, 2023

This surge of enthusiasm cascades into the realm of the overall customer experience, and provides a treasure trove of benefits for both customers and the company's long-term stability.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

CCNG

NOVEMBER 6, 2024

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

CCNG

JULY 11, 2020

In less than 90 days the world changed and customer care changed with it. Organizations, customers and staff are unsettled. Once again, your ability to navigate a constantly changing environment and overcome new challenges will determine your ability to deliver great customer service and continued success.

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CCNG Benchmark Contact Center Customer Care 195

CCNG

APRIL 2, 2021

CCNG recently spoke with Bob Azman about his contributions in the latest collection of insights from CX leaders included in the book Customer Experience 3. Customer Experience 3 is the third in a series of books that are a collection of the best and most innovative ideas of customer experience professionals from around the globe.

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CCNG Customer Experience Journey mapping Consulting 195

CCNG

NOVEMBER 13, 2024

And in the meantime, here are a few measures of success in the future: Customers can safely call the service hotline in front of young children Customers never have to repeat themselves Customers don’t immediately yell “AGENT” and begin pressing zero like a cocaine addicted lab rat AHT and FCR apply to AI Agents, not humans.

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Contact Center CCNG Technology SaaS 195

CCNG

OCTOBER 4, 2023

Now, let's dive into this fascinating fusion of tech and customer care. I do not discount that a world where AI-driven chatbots handle routine inquiries and human agents tackle complex customer issues will result in some downsizing of that frontline workforce. Are you prepared enough to help yourself and others?

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CCNG Engineering Chatbots Education 195

CCNG

OCTOBER 14, 2021

Last, but very much not least, ask CCNG. Ryan Bradley, recently former VP Selective Insurance, head of customer care, has held a variety of contact center leadership roles primarily in the insurance industry (Farmers, Erie, Selective). They have 10K+ contacts across the industry. They know someone who can help you!

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Contact Center CCNG Employee engagement Consulting 195

CCNG

JUNE 3, 2021

The outsourcer would not share its process and technology solutions to better the entire customer care network. So as you either begin considering outsourcing your customer care or work with a partner, understand that you have options and alternatives.

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outsourcing CCNG Government Customer Care 195

CCNG

DECEMBER 8, 2022

She said Hyatt is a company that is focused on empathy both for its employees and guests, and that standard of care has to carry through all interactions. She said she takes pride in having a customer care team that lives up to its name. "I I think [calls are now about] people that want an extra level of care," she said.

Call Center 195

Call Center CCNG Customer Care Engineering 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.

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Customer Care Gamification Contact Center Management 369

CCNG

NOVEMBER 16, 2022

Customer centricity and transformational cost reduction can be realized through a passionate focus on the end-to-end experience and breaking through all of the barriers that stand in your way!

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Customer Experience CCNG Customer centricity Big data 195

CCNG

JULY 10, 2020

You can listen to the full interview with Jason online as part of the Perspectives on Leadership webcast series on the CCNG Webcast Channel. Let’s bring a little visibility to great customer care organizations and customer service excellence in all forms. And mentoring for me is really key.”.

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CCNG

MAY 30, 2024

Dan is regular CCNG contributor, an experienced contact center industry speaker and thought leader with a high level of expertise in workforce management, contact center operations, strategic thinking, project planning and data analytics.

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Abandon rate CCNG Average Handle Time Contact Center 195

CCNG

MAY 10, 2023

Bad customer service is our new normal? In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. Nope, not on my watch.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

JUNE 14, 2023

By understanding the building blocks of emotional connection, implementing strategies to enhance customer experience, and measuring the impact of your efforts, you'll be well on your way to harnessing the power of emotional connection for your business.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CX Global Media

SEPTEMBER 10, 2018

I was introduced to the system when Joachim “Joe” Rogers , the senior director of customer care for Coca-Cola Consolidated, shared it at a CCNG regional meeting. Who just hosted a fantastic event with CCNG. The employee has to own part of their engagement as well at Coca-Cola – Click to Tweet .

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

SEPTEMBER 27, 2023

When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. ADDING MORE COSTS TO CUSTOMER CARE But the added cost doesn’t end there. Once the customer states the reason for calling, the agent needs to find the answer.

Management 195

Management Average Handle Time Self service First call resolution 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. These articles and resources offer specific starting points we hope you’ll find helpful.

Contact Center 221

Contact Center CCNG Best practices Government 221

CCNG

MAY 27, 2021

Migration from cost center to revenue center In the continual drive to do more with less, more contact centers are moving from being a cost center to a profit center by moving from pure customer support, to a sales focused center. Eric Berg is a CCNG Academy member with a consultant focus on Contact Center Technology and Work at Home.

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Consulting Consulting Contact Center Gamification 195

CCNG

MARCH 8, 2023

Ultimately, it's up to us as contact center leaders to create a culture where our agents feel energized and engaged: because when we take care of our team, our team takes care of our customers. Justin Robbins is a CCNG advocate and long time industry colleague, and President of Metric Sherpa.

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Morale Contact Center CCNG Agent burnout 195

CCNG

OCTOBER 6, 2020

As a consultant Kerry Meyer is a CCNG Academy member helping members by sharing experience and knowledge in contact center and customer care. I knew then that the investment I made towards becoming a good virtual leader had paid off.

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CCNG outsourcing Surveys Coaching 195

CCNG

OCTOBER 19, 2022

56% of CEOs and 66% of top managers are involved in Customer Experience activities according to the employees. Lumoa , 2018) Only 13% of companies believe that HR has an impact on Customer Experience activities in the company.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CX Global Media

JULY 11, 2019

David Hadobas CEO, CCNG. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. Through three decades of CCNG’s evolution, David has guided CCNG and its members through different modalities of facilitation and communication.

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Contact Center CCNG Morale Coaching 120