CCNG

JANUARY 1, 2025

Chat is often expected to deliver quick access to common support questions via a Chat Bot and a cheaper cost to serve as any live Chat agent interactions are handled by lower skilled agents who copy/paste responses and handle multiple customers simultaneously. 2) CUSTOMER MOTIVATION The Hope : Faster answers without long hold times.

Omni-channel support 195

Omni-channel support CCNG Upselling outsourcing 195

CCNG

AUGUST 21, 2020

What as learned in the first half of the year that will drive how companies structure contact center and customer care going forward? Listen below to Pam’s 7 minute kickoff talk during a recent CCNG town hall event.

Customer Care 195

Customer Care CCNG outsourcing Contact Center 195

CCNG

JUNE 3, 2021

As outsourcing is not new to anyone, information organizations should have before embarking on outsourcing or dealing with their current outsourcing partner. However, outsourcing is not going away, and according to many trusted advisory organizations, it will continue to grow significantly.

outsourcing 195

outsourcing CCNG Government Customer Care 195

CCNG

APRIL 3, 2025

Leading companies are leveraging AI to assist, not replace, human agentscreating a more efficient and personalized customer experience. Workforce Optimization & Outsourcing Labor remains the biggest cost for businesses. Proactive Engagement The days of passive issue resolution are fading.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 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.

CCNG 195

CCNG outsourcing Surveys Coaching 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

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. CCMC, 2017) 56% of customers with a problem experienced rage.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195