CCNG

NOVEMBER 27, 2024

If You Do Have to Mandate an RTO Policy, Personal Autonomy Matters: Unispace’s study shows that people are more open to RTO if it’s by choice and for the right reasons. Our Cs of Success culture framework can help you address these underlying cultural issues, regardless of work location, and improve company results.

CCNG 195

CCNG Employee engagement Call Center Management 195

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. These articles and resources offer specific starting points we hope you’ll find helpful.

Contact Center 221

Contact Center CCNG Best practices Government 221

CCNG

JANUARY 8, 2025

Leveraging AI for Orchestration: Instead of using AI as a support tool, AI-first centers place it at the core, orchestrating all aspects of customer interactions and back end processes. By placing AI at the core, companies can deliver more proactive, efficient, and personalized experiences while achieving significant cost savings.

Contact Center 195

Contact Center CCNG Enterprise Technology 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. Gather in person.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

OCTOBER 6, 2020

Identifying communication and energy preferences does not have to be an arduous task; I simply asked each person their primary and secondary communication preferences, and when they typically felt the most energy to complete work (or when their ideal time to work was), and then noted it in an Excel sheet.

CCNG 195

CCNG outsourcing Surveys Coaching 195

CCNG

MAY 10, 2023

You encountered a chatbot that was clueless about what you were inquiring about, one that couldn’t refer you to a “live person” because they weren’t available. It’s then, and only then, that we can deliver better experiences to our customers each day. You waited longer than a few minutes for an answer to a simple question.

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

JUNE 14, 2023

Enhancing Customer Experience Through Emotional Connection With a solid understanding of the building blocks of emotional connection, you can start implementing strategies to enhance your customer experience. Personalizing Customer Interactions One-size-fits-all approaches seldom create strong emotional connections.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

SEPTEMBER 27, 2023

The frustrated customer hangs up and may even try a different channel, but when there is no resolution or they get a wrong answer from the chat agent, they pick up the phone and try calling in again. 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.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

MARCH 8, 2023

Leaders should approach mistakes and customer issues with an open mind and a willingness to learn from them, rather than approaching unpleasant feedback as personal criticism or embarrassment. 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

CCNG

JANUARY 15, 2025

and created entirely new standards for convenience and personalization. Think of Amazon. They didnt become a juggernaut by tweaking the best practices of retail. They asked, Whats next? Thats the power of next practices. They force us to stop looking sideways and start looking forward.

Best practices 195

Best practices Engineering Technology Personalization 195

CCNG

OCTOBER 19, 2022

(Acquia, 2019) 78% of people believe brands can do more to deliver happiness to their customers and 91% said they preferred brands to be funny; this number increased among Gen Z (94%) and Millennials (94%). Forbes Insights, 2020) Two-thirds of customers could not recall when a brand exceeded expectations.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 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 22, 2025

Opportunities to Grow : Whether through cross-functional projects, learning modules, or personalized growth plans, best-practice companies empower agents to take charge of their development. Consistent Feedback : Monthly performance reviews with both qualitative and quantitative feedback help agents stay on track.

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CCNG Call Center Contact Center Construction 195