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. Twenty-eight authors provide insights and techniques that readers can immediately use to improve not only their customer experience but their employee experience as well.

CCNG 195

CCNG Customer Experience Journey mapping Consulting 195

CCNG

NOVEMBER 16, 2022

When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. Now, I will share with you one of my best experiences… Once when I was preparing for a vacation, I spent many evenings searching the web for the best pricing for our airplane flights. Simply put, they created an emotional connection with me.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

OCTOBER 14, 2021

Every contact center or customer experience leader comes to that fork in the road where you have to conduct a self-assessment with that perennial question “How good are we?” The whole discipline of customer experience and contact centers have evolved dramatically over the past 10 years. They know someone who can help you!

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

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.

CCNG 195

CCNG Contact Center Customer Care Surveys 195

CCNG

SEPTEMBER 6, 2023

We all know that many jobs are filled by networking, especially true in contact center, customer care and customer experience leadership positions. Next even if the job is posted you may not be seeing all the postings , thus many jobs may be “hidden” from you.

CCNG 195

CCNG Marketing Contact Center Customer Care 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.

outsourcing 195

outsourcing CCNG Government Customer Care 195

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

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?

CCNG 195

CCNG Engineering Education Chatbots 195

CCNG

MARCH 26, 2025

As a customer experience leader, you pour your energy into creating better interactions, improving satisfaction scores, and generally making life easier for customersonly to feel undervalued, underappreciated, and, frankly, under-resourced. Improving customer experience for the sake of customers alone?

Metrics 195

Metrics Finance Upselling Engineering 195

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 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

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.

Consulting 195

Consulting Consulting Contact Center Gamification 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 CCNG 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.

Morale 195

Morale Contact Center CCNG Agent burnout 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.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CCNG

JANUARY 15, 2025

As we enter the final month of 2024, its time to face a tough truth: the playbook that got us here wont get us where were going. For decades, organizations have clung to the comfort of best practices, those tried-and-true methods that promise safe results. But lets be real.

Best practices 195

Best practices Engineering Technology Personalization 195

CCNG

APRIL 9, 2025

Have you had a contact experience where you knew business purpose was the focus and AHT wasnt a factor? Put those tray tables up and buckle those seat belts.

CCNG 195

CCNG Average Handle Time Contact Center Consulting 195

CCNG

FEBRUARY 26, 2025

Kathryn (“Kay”) Jackson is an expert in the contact center industry, a long time CCNG member and regular contributor in CCNG member programs and events, and the Co-Founder of ResponseLearning Corporation. Start small, stay persistent, and remember: every improvement you make has a ripple effect throughout the organization.

Best practices 195

Best practices Contact Center CCNG Telecommunications 195

CCNG

JANUARY 22, 2025

Picture this: A call center bustling with energy, where employees feel valued, supported, and driven to deliver outstanding customer experiences. This isnt just a lofty visionits the reality in many leading call centers. Lay the foundation, strengthen the supports, build the connections, and add the safety railings.

CCNG 195

CCNG Call Center Contact Center Construction 195

CCNG

JANUARY 8, 2025

AI-first contact centers, on the other hand, eliminate the limitations of legacy systems by: Being Channel-Agnostic: Traditional setups treat channels independently, often leading to fragmented customer experiences. This ensures a consistent customer experience regardless of the communication medium.

Contact Center 195

Contact Center CCNG Enterprise Technology 195

CCNG

FEBRUARY 12, 2025

The Problem: Why Most CX Efforts Fall Short Many CX leaders struggle with the same challenge: We know customer experience is critical, but we cant seem to prove its value. Despite significant investments in customer experience programs, many organizations still cant convert data into meaningful action.

Agent Empowerment 195

Agent Empowerment Metrics Contact Center Wait times 195