CCNG

JUNE 3, 2021

The outsourcer would not share its process and technology solutions to better the entire customer care network. So as you either begin considering outsourcing your customer care or work with a partner, understand that you have options and alternatives.

outsourcing 195

outsourcing CCNG Government Customer Care 195

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. 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

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.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

MAY 30, 2024

We all need to normalize our arrival patterns to make sure we’re not inaccurately including power outages and random sales campaigns in our future forecasting. Nice-to-Haves Capturing Oddities for Future Use Does your platform have a way to capture oddities in your arrival patterns and store them for use in the future?

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

CCNG

JUNE 14, 2023

Align your emotional connection initiatives with your broader business goals and ensure that they complement other strategic efforts, such as product development, marketing, and sales. It's also important to cultivate a company culture that values emotional connections, both with customers and within the team.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 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