CCNG

APRIL 3, 2025

Immersive Customer Experiences Technologies like IoT, augmented reality, and real-time data analytics will create smarter, more personalized interactions.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 195

CCNG

MARCH 26, 2025

A CX strategy without urgency is just another initiative. But a CX strategy thats seen as essential to the companys survival and growth? Justin Robbins is a keynote speaker, researcher, and business advisor whos passionate about transforming customer interactions to drive measurable business outcomes. Thats power.

Metrics 195

Metrics Finance Upselling Engineering 195

CCNG

OCTOBER 6, 2020

Here are four simple strategies for you to keep in mind, to help you avoid some common pitfalls. Strategy #1: Ensure technology supports your intentions There is no doubt that working remotely requires a specific set of technology assets and unique skills. Yep, I’m guilty of all these virtual leadership sins!

CCNG 195

CCNG outsourcing Surveys Coaching 195

CCNG

JUNE 14, 2023

Businesses that excel in creating strong connections with their customers often enjoy higher levels of customer loyalty and increased revenue. Understanding Emotional Connection Emotional connection refers to the bond that customers form with a brand based on their feelings and emotions.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 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. Unleash the full power of your systems and data.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 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. So, there it is.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

SEPTEMBER 27, 2023

Different ideas are constantly emerging as the new go-to strategy. Employees and gig workers are harder to retain, and the job of the customer-facing agent is getting more complicated and stressful. 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 need to empower their agents with the right resources and provide them with strategies to handle emotionally draining tasks. Moreover, striving for efficiency without compromising customer service is even more important; good customer service should never come at the cost of agent burnout.

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

Gartner, 2018) According to customers, in 2022, only 3% of companies are customer-obsessed — putting customers at the center of their leadership, strategy, and operations — a decrease of 7 percentage points from the prior year. Forrester, 2022) 80% of CEOs believe they deliver superior customer experience.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

APRIL 16, 2025

Regularly assess and adjust your coaching strategies based on agent performance. 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. Create a feedback loop. Invest in training.

CCNG 195

CCNG Coaching Education Feedback 195

CCNG

FEBRUARY 26, 2025

Drawing on years of research and insights, here are six practical, proven strategies”Can Dos”that will enhance your contact centers impact on the business, customers, and employees. Improving the performance of a contact center doesn’t have to break the bank.

Best practices 195

Best practices Contact Center CCNG Telecommunications 195

CCNG

NOVEMBER 6, 2024

Since engagement is a moving target, especially in the work-at-home environment, adoption of new leadership strategies and skills by leaders is a good approach. Deliberately re-engineering strategies for the virtual work environment is critical. This strategy demonstrates that leadership is listening.

Employee engagement 195

Employee engagement CCNG First call resolution Engineering 195

CCNG

JANUARY 22, 2025

Here’s what we discovered and how you can bring these strategies to life in your own organization. Through extensive research and collaboration, we explored how top-performing call centers build systems that empower their agents to succeed. Lay the foundation, strengthen the supports, build the connections, and add the safety railings.

CCNG 195

CCNG Call Center Contact Center Construction 195

CCNG

JANUARY 8, 2025

Instead, CX leaders are beset with challenges on all fronts, from labor to customer expectations and legacy tech. But while weve reached the edge of the current customer service strategy and architecture, weve arrived at the frontier of something entirely new: the AI-first contact center. phone, chat, email) operates in silos.

Contact Center 195

Contact Center CCNG Enterprise Technology 195

CCNG

FEBRUARY 12, 2025

Core Team Members: CX Lead Owns the strategy and keeps the process moving. Justin Robbins is a keynote speaker, researcher, and business advisor whos passionate about transforming customer interactions to drive measurable business outcomes. Assembling a cross-functional team ensures action and accountability.

Agent Empowerment 195

Agent Empowerment Metrics Contact Center Wait times 195