CCNG

JANUARY 1, 2025

This post was submitted by Lorne Wood , a CCNG member who helps fellow members and leaders revolutionize their contact center operations with expert recommendations and transformative solutions.

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CCNG

MAY 10, 2023

Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. Jump on a customer service call.

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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

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

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.

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Customer Experience CCNG Customer centricity Big data 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.

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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.

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Gamification Customer Experience CCNG Employee engagement 195

CCNG

JUNE 14, 2023

Share your company's vision, values, and mission in a way that your customers can relate to, and make sure your brand story is consistently reflected across all touchpoints, from marketing materials to customer service. Building Trust Through Transparency and Consistency Trust is a crucial component of emotional connection.

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CCNG

MARCH 8, 2023

Moreover, striving for efficiency without compromising customer service is even more important; good customer service should never come at the cost of agent burnout. 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

APRIL 3, 2025

As we navigate 2025, the customer experience (CX) landscape is undergoing a significant transformation. Todays customers are expecting more than just fast servicethey demand personalized, proactive, and seamless interactions across every touchpoint.

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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.

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CCNG

OCTOBER 19, 2022

(Temkin, 2017) 48% of consumers expect specialized treatment for being good customers. Accenture, 2017) Consumer demand better service from companies More than 60% of customers say they now have higher customer service standards. Customer Service and Support Customer experience can’t go without customer service.

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Customer Experience Journey mapping Metrics Surveys 195

CX Global Media

JULY 11, 2019

As Lisa Oswald, Senior Vice President, Global Customer Service with TravelZoo said, “The Contact Center Virtual Summit combines the best of two worlds – this one-of-a-kind program delivers high-caliber content and ultimate convenience. David Hadobas CEO, CCNG. Nate Brown Director Of Customer Experience, UL EHS Sustainability.

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Contact Center CCNG Morale Coaching 120

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.

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Best practices Contact Center CCNG Telecommunications 195

CCNG

JANUARY 22, 2025

Kathryn Jackson is a contact center industry veteran, a long time CCNG member, regular contributor in CCNG member programs and events, and the Co-Founder of ResponseLearning Corporation, a consulting company devoted to making the complex simple for contact center professionals. The bridge to your agents success is waiting to be built.

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CCNG

JANUARY 8, 2025

Instead, CX leaders are beset with challenges on all fronts, from labor to customer expectations and legacy tech. But while weve reached the edge of the current customer service strategy and architecture, weve arrived at the frontier of something entirely new: the AI-first contact center. phone, chat, email) operates in silos.

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Contact Center CCNG Enterprise Technology 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

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.

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Agent Empowerment Metrics Contact Center Wait times 195