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.

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outsourcing CCNG Government Customer Care 195

CCNG

APRIL 3, 2025

This shift is a direct response to changing customer expectations, technological advancements, and the need for businesses to remain competitive (TechTarget). Customers today expect more than just efficient servicethey want effortless, human-centered experiences across every touchpoint.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 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

MAY 27, 2021

Consultants bring in a neutral perspective on processes, technology, and people to ensure your organization is stronger post-merger. Understand technology Contact center technology seems to change every day. More importantly, they can help determine what technology would benefit you the most.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

JANUARY 15, 2025

Technologies are no longer just tools; they are deeply woven into how we deliver service. Together, well explore topics like rethinking workforce development, integrating technology into service delivery, redefining processes, and crafting strategies built for the future. But lets be real. Transformation isnt on the horizon anymore.

Best practices 195

Best practices Engineering Technology Personalization 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.

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Gamification Customer Experience CCNG Employee engagement 195

CCNG

OCTOBER 6, 2020

Strategy #1: Ensure technology supports your intentions There is no doubt that working remotely requires a specific set of technology assets and unique skills. Spend a quick moment to identify what your intention is, then find a technology or app that supports that. Yep, I’m guilty of all these virtual leadership sins!

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CCNG outsourcing Surveys Coaching 195

CCNG

SEPTEMBER 27, 2023

Employees and gig workers are harder to retain, and the job of the customer-facing agent is getting more complicated and stressful. Customers are less patient, and robust technology that meets both employee and customer needs isn’t being implemented fast enough and efficiently enough to reduce the anxiety.

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Management Average Handle Time Self service CCNG 195

CCNG

MARCH 26, 2025

Dont just tell them what customers sayinterpret that feedback in terms of the next product feature or campaign. CX insights are often the missing link between what customers want and what the business provides. Many CX initiatives are tied to technology, but CX leaders often have only a peripheral relationship with IT.

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Metrics Finance Upselling Engineering 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. Genesys, 2017) 51% of consumers felt like they received nothing after a customer service interaction.

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Customer Experience Journey mapping Metrics Surveys 195

CCNG

OCTOBER 4, 2023

Now, let's dive into this fascinating fusion of tech and customer care. I do not discount that a world where AI-driven chatbots handle routine inquiries and human agents tackle complex customer issues will result in some downsizing of that frontline workforce. Remember when e-commerce sounded the death knell for retail shops?

CCNG 195

CCNG Engineering Education Chatbots 195

CCNG

APRIL 16, 2025

Picture agents honing their skills through role-plays or computer simulations without the pressure of live customers. Computer simulation technology has come a long way in recent years. For instance, they might simulate handling irate callers until they can effortlessly turn a negative interaction into a positive one.

CCNG 195

CCNG Coaching Education Feedback 195

CCNG

JANUARY 22, 2025

Leading companies have moved beyond traditional metrics, focusing instead on agents innate qualities like a desire to help customers, tolerance for stress, critical thinking, and eagerness to learn. Train for Success: Balance soft skills, like empathy and communication, with hard skills, like technology proficiency.

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CCNG Call Center Contact Center Construction 195

CCNG

JANUARY 8, 2025

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. For instance, a customer can start an interaction on social media and continue it on the phone without repeating information.

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Contact Center CCNG Enterprise Technology 195