CCNG

APRIL 3, 2025

Businesses are actively shaping customer journeys, delivering tailored recommendations and proactive support that strengthen relationships. She began her contact center career as an agent in 1992 and has focused on creating solutions that bridge the gap between people and technology.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 195

CCNG

JULY 10, 2020

Within the contact center industry it is so important because most of us don't plan to start out as contact center leaders. Giving back the knowledge I've gained over nearly 30 years in this industry is really rewarding. Let’s bring a little visibility to great customer care organizations and customer service excellence in all forms.

CCNG 195

CCNG Contact Center Customer Care Customer Service 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

JANUARY 15, 2025

For now, here are some areas business leaders can start considering: How well do we understand the evolving needs and expectations of our customers? Are we challenging outdated assumptions about whats possible in our industry? What opportunities are we missing by sticking to whats always worked?

Best practices 195

Best practices Engineering Technology Personalization 195

CCNG

MAY 27, 2021

Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. Bring in Expertise – Wealth of knowledge Although you are the expert on everything about your company, center and customer, an outside consultant can bring in expertise on industry best practices for a variety of workstreams.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

MARCH 26, 2025

Justin Robbins is a keynote speaker, researcher, and business advisor whos passionate about transforming customer interactions to drive measurable business outcomes. With over two decades of experience, Justin has helped organizations across industries turn their CX strategies into powerful engines for growth.

Metrics 195

Metrics Finance Upselling Engineering 195

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. Bad customer service is our new normal?

Customer Service 195

Customer Service CCNG Journey mapping Consulting 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

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.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 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

Over 35 industry experts deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. At the Contact Center Virtual Summit, you’ll get the opportunity to learn from industry experts that will help to guide your thinking and idea creation on optimizing agent performance.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CCNG

OCTOBER 19, 2022

(Oracle, 2018) 53% of organizations don’t believe they make it easy for customers to handle their issues/requests. Gartner, 2022) 87% of organizations agree that traditional experiences no longer satisfy customers. Oracle, 2018) Industry leaders reported that they improved their customer satisfaction KPI metric target by 47.1%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

OCTOBER 4, 2023

Of late, I see many CX practitioners worrying that this song will become the anthem of an industry lost to artificial intelligence (AI). Now, let's dive into this fascinating fusion of tech and customer care. He is the author of “The AI Empowered Customer Experience” and hosts a trio of podcasts on CX and innovation.

CCNG 195

CCNG Engineering Education Chatbots 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.

Best practices 195

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.

CCNG 195

CCNG Call Center Contact Center Construction 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

JANUARY 8, 2025

The shift from traditional, human-centric models to an AI-first approach will not only shape the future of customer service but will also distinguish market leaders from those left behind. Thank you to CCNG member Cognigy for sharing these insights.

Contact Center 195

Contact Center CCNG Enterprise Technology 195

CCNG

FEBRUARY 12, 2025

Justin Robbins is a keynote speaker, researcher, and business advisor whos passionate about transforming customer interactions to drive measurable business outcomes. With over two decades of experience, Justin has helped organizations across industries turn their CX strategies into powerful engines for growth.

Agent Empowerment 195

Agent Empowerment Metrics Contact Center Wait times 195