CCNG

APRIL 23, 2025

Over my 20+ year career, I’ve gained extensive insights into the critical role of Workforce Management (WFM) in enhancing organizational efficiency and driving customer retention and loyalty. Transitioning from the corporate sphere to consulting in recent years has further reinforced my beliefs.

Management 195

Management Construction Customer retention Healthcare 195

CCNG

MARCH 21, 2025

Being a call center agent sucks and it is managements fault. And not just because a handful of customers are absolute nightmares or because customer service pay is consistently lower than pretty much every other department. He has spent over 20 years in the customer service and now advises executives on service modernization.

Call Center 195

Call Center CCNG Contact Center Consulting 195

CCNG

SEPTEMBER 3, 2020

In 2001, after managing her first virtual contact center, Vicki realized that different leadership strategies and tools were needed for the at-home environment. Vicki Brackett has been leading both virtual/work-at-home and brick-and-mortar contact centers for over twenty years.

Customer Care 369

Customer Care Gamification Contact Center Management 369

CCNG

JUNE 26, 2020

CCNG hosts regular virtual town hall meetings each month to bring to surface topics, challenges and recommendations from the members. In these discussions, members share and support each other with perspectives about their current approach to customer care.

CCNG 195

CCNG Employee engagement Best practices Customer Care 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.

CCNG 195

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.

CCNG 195

CCNG Customer Experience 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

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. Pat has a background in both executive search and contact center management going back to 1986.

CCNG 195

CCNG Marketing Contact Center Customer Care 195

CCNG

JUNE 3, 2021

If you decide to outsource, you have to understand that you lose some of the management control you had as an in-house center, and you must be willing to work with your outsource partner at a distance, all while maintaining the level of CX your company is expecting you to provide. The “ugly” comes once you decide to outsource.

outsourcing 195

outsourcing CCNG Government Customer Care 195

CCNG

OCTOBER 14, 2021

Contact Center technology conferences -- Your contact center management software firm usually has an annual user conference. Last, but very much not least, ask CCNG. Ryan has been a senior leader contributor to the CCNG member network for over 7 years including presentations at CCNG’s Executive Summit and various regional events.

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

CX Global Media

SEPTEMBER 10, 2018

Contact centers are built on processes and systems that need to be managed and led. 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. Additional Resources.

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

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. How to manage COVID19 in the contact centre , by Justin Tippett. March 15, 2020. March 18, 2020.

Contact Center 221

Contact Center CCNG Best practices Government 221

CCNG

APRIL 3, 2025

The key is integrating AI and human expertise to drive better customer and agent experiences while managing costs effectively. Why the Shift from Contact Centers to Customer Experience Centers? Leading companies are leveraging AI to assist, not replace, human agentscreating a more efficient and personalized customer experience.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 195

CCNG

NOVEMBER 16, 2022

Consider all the new products and services that didn’t exist 3, 5, or 10 years ago, that now answer a previously unmet customer need. Leverage Data – Big data can be powerful if managed effectively.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

CCNG

MAY 27, 2021

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. Mergers/Acquisitions Merging two organizations with different cultures and visions is a significant task.

Consulting 195

Consulting Consulting Contact Center Gamification 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. Maintain the accelerated pace of digital transformation.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

OCTOBER 6, 2020

At the time, as Director of the global learning group, I was only holding large group meetings monthly and relying on the managers of the teams to hold weekly meetings to keep groups connected. As a consultant Kerry Meyer is a CCNG Academy member helping members by sharing experience and knowledge in contact center and customer care.

CCNG 195

CCNG outsourcing Surveys Coaching 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. Thomas in St.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

MAY 30, 2024

Workforce management (WFM) can feel like a whirlwind of constant change. 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

JUNE 14, 2023

Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

MARCH 8, 2023

Managers need to dive in deep and understand what could have resulted in such a disengaged workforce. By asking a combination of these types of probing questions, managers can develop a more comprehensive understanding of how best to resolve their employee's issues. So, what if the issue is apathy?

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

OCTOBER 19, 2022

(Temkin, 2018) Just 34% of respondents report they have three or more years of experience developing end-to-end journey maps, and 83% report their organization struggles to use customer journey maps to identify and prioritize CX efforts. Gartner, 2022) CX programs that exceed management expectations are 2.3 PwC, 2017).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

APRIL 9, 2025

To view the full podcast with Rick Denton and CCNG member Candy Kothmann: Listen to the Podcast on CX Passport Watch the Podcast on YouTube Rick Denton is a CCNG member and conversation catalyst who provides management consulting, public speaking, business consulting, customer service, customer support, and program management services.

CCNG 195

CCNG Average Handle Time Contact Center Consulting 195

CCNG

APRIL 16, 2025

In a trend that is only increasing, call center managers are embracing artificial intelligence (AI) and machine learning to solve simple customer issues. She is on the forefront of simulation learning and knowledge-base management. Full-spectrum coaching is the key.

CCNG 195

CCNG Coaching Education Feedback 195

CCNG

FEBRUARY 26, 2025

Engage Senior Management in Contact Center Activities Inviting senior executives to witness the contact center in action can be transformative. The executive gains firsthand insight into customer frustrations and agent challenges, often leading to swift and impactful changes. Imagine your CEO shadowing an agent during a call.

Best practices 195

Best practices Contact Center CCNG Telecommunications 195

CCNG

JANUARY 22, 2025

Commit to Visible Values: Managers and agents alike should live by the organizations core values. One leading company aligned every meeting agenda to its mantra: associates first, customers second, and business issues third. Though invisible, it shapes every decision and action. The bridge to your agents success is waiting to be built.

CCNG 195

CCNG Call Center Contact Center Construction 195

CCNG

NOVEMBER 6, 2024

An employee’s view of employee engagement is based on their last interaction with their manager, hearing the CEO’s company address, or their interaction with HR or the benefits department. Employees know how they “feel” about work, a manager, or a situation. Employees don’t think of “engagement” like leaders do.

Employee engagement 195

Employee engagement CCNG First call resolution Engineering 195

CCNG

JANUARY 8, 2025

Youll take advantage of different AI models that work together to optimize various tasks, such as understanding customer intent, managing sentiment analysis, and suggesting next-best actions. And yet, CCaaS just like the systems that came before was designed for routing calls and managing people, and eventually live chat too.

Contact Center 195

Contact Center CCNG Enterprise Technology 195

CCNG

FEBRUARY 12, 2025

Frontline Managers Validate problems and implement fixes. Assembling a cross-functional team ensures action and accountability. Core Team Members: CX Lead Owns the strategy and keeps the process moving. Data Analyst Translates data into actionable insights. Operations Leader Aligns CX efforts with overall business goals.

Agent Empowerment 195

Agent Empowerment Metrics Contact Center Wait times 195