CCNG

OCTOBER 16, 2024

David Reed is a CCNG member and Customer Service and Process Training Expert. Customer Service has always been David’s passion. He began Customer Centered Consulting Group over 20 years ago to help organizations of all types improve their effectiveness.

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CCNG Construction Consulting Consulting 195

CCNG

JUNE 29, 2022

On a recent episode of CX Passport, Elaine Lee, Managing Director of ReynoldsBusbyLee and I discussed how it takes a real understanding of a real customer to know how to deliver the right customer experience.

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CCNG Contact Center Surveys Customer Experience 369

CCNG

DECEMBER 11, 2024

” Thank you to CCNG member Cognigy for sharing these insights. Cognigy is revolutionizing the customer service industry by providing a cutting-edge AI Agent platform for voice and chat. It’s a mistake to be relying on it for anything important right now.

Customer Service 195

Customer Service CCNG APIs Entertainment 195

CCNG

JUNE 28, 2023

Customer Experience. Customer Experience does not equal customer service. Someone much smarter than me, but I don't know who, said "Customer service is what happens when your customer experience fails".

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CCNG Customer Experience Customer Service B2C 195

CCNG

APRIL 2, 2021

CCNG recently spoke with Bob Azman about his contributions in the latest collection of insights from CX leaders included in the book Customer Experience 3. Twenty-eight authors provide insights and techniques that readers can immediately use to improve not only their customer experience but their employee experience as well.

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CCNG Customer Experience Journey mapping Consulting 195

CCNG

MARCH 12, 2021

The COVID-19 pandemic intensified the need for companies to make the customer experience as effortless as possible. As The Northridge Group's report indicates, there's no downside to prioritizing the customer experience. She is a long-time CCNG member and contributor.

Customer Service 370

Customer Service CCNG Self service Contact Center 370

CCNG

OCTOBER 11, 2023

Do you think that employee has influenced your customer's experience on the phone? And the ramifications are that they are significantly less likely (58 percent) to purchase again and, if they were soured enough by their experience (62 percent) more likely to tell others to avoid buying from you, too. The answer is yes.

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CCNG Customer Experience B2C Finance 195

CCNG

NOVEMBER 9, 2021

In other words, AI needs to be trained to understand the nuances of an individual business’ customer experience and journey. By first training AI to understand the customer experience in detail, contact center leaders will have the insights on the conversations that can be automated well and those that are best left to human agents.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

CCNG

AUGUST 21, 2024

The customer experience technology market has ballooned in the last ten years, but given the current economic climate sales are cooling for this once unstoppable industry. What does that tell us about how decision makers are buying customer experience software today? Is it critical?

Customer Experience 195

Customer Experience CCNG B2B Contact Center 195

CCNG

AUGUST 28, 2024

By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. By automating certain actions, contact centers can reduce resolution time and ensure consistency and accuracy in handling customer inquiries and data entry.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

NOVEMBER 16, 2022

When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years.

CCNG 195

CCNG Technology Employee engagement Government 195

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. Now, I will share with you one of my best experiences… Once when I was preparing for a vacation, I spent many evenings searching the web for the best pricing for our airplane flights. Simply put, they created an emotional connection with me.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

OCTOBER 29, 2021

In a recent CCNG Town Hall, Rick Denton helped walk the community through key elements of customer experience that were fundamental pre-pandemic as well as during the pandemic, and will remain fundamental post-pandemic. We’ve all heard how 2020 is the year everything changed. Three key themes did not change: 1.

CCNG 195

CCNG Employee engagement Consulting Consulting 195

CCNG

APRIL 20, 2022

Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

JANUARY 13, 2021

At the recent CCNG Fireside Live Chat held in December I had the opportunity to provide my reflection on 2020 and what I predict will happen in 2021 alongside two other industry colleagues, Poly and Avtex. Roger Lee is VP Customer Success for Gridspace and long time CCNG member and advocate.

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CCNG Average Handle Time Finance Employee engagement 195

CCNG

MAY 24, 2023

CCNG member Dan Smitley shares his thoughts on what we’re going to do once the bots take over the world. While there may be some apprehension about the use of new technologies, it's important to remember that they can bring many benefits and improve the overall customer experience.

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CCNG Contact Center Technology Customer Experience 195

CCNG

MARCH 16, 2022

Together we have more than 56 years of experience. For many of those years we’ve both followed the CCNG organization – joining Town Hall events, speaking at meetings (back when travel happened), and engaging in the communication channels that have become the lifeblood of CCNG members.

Contact Center 195

Contact Center CCNG Best practices Consulting 195

CCNG

OCTOBER 28, 2020

More and more customer communication is depending on digital channels. In a recent CCNG webinar Heather Pena Director, Webchat & Operations at NRG Energy shares how communication with their customers is changing and evolving. million recurring customers across the country.

CCNG 195

CCNG Call Center Customer Experience 195

CCNG

SEPTEMBER 18, 2024

A recent report by Forrester presents a stark reality: in 2024, US consumer experience ratings in service industries have hit a nine-year low, largely due to declining service quality. This drop persists despite the widespread adoption of technologies aimed at enhancing customer experiences.

CCNG 195

CCNG Customer Service Contact Center Feedback 195

CCNG

JUNE 26, 2024

Leverage Technology for Feedback Analysis : Use advanced tools to collect and analyze customer feedback. This data is invaluable for making informed decisions that refine and enhance the customer experience. Foster a Culture of Transparency and Proactivity : Communicate openly with your customers, especially when issues arise.

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CCNG Employee engagement Feedback Consulting 195

CCNG

SEPTEMBER 23, 2020

Do your customers view you as an organization that is easy to do business with? This is at the essence of what customer experience is all about. Our ability to deliver on our brand promise and customer expectations. The question is simple but the answer may be complex.

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CCNG outsourcing Employee engagement Consulting 195

CCNG

OCTOBER 14, 2021

Every contact center or customer experience leader comes to that fork in the road where you have to conduct a self-assessment with that perennial question “How good are we?” The whole discipline of customer experience and contact centers have evolved dramatically over the past 10 years. They know someone who can help you!

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

CCNG

JUNE 7, 2023

CCNG members and veteran contact center leaders Fred Stacey and Adam Boelke recently discussed with fellow members the potential impact, current challenges, misconceptions and future of ChatGPT in contact centers. ChatGPT has captured the attention of everyone by smashing record adoption rates globally.

Contact Center 195

Contact Center CCNG APIs Scripts 195

CCNG

MARCH 9, 2022

Using storytelling and wisdom, Gavin shares his gold dust for customer experience and customer service throughout the episode. Along with delivering speeches and training around this Customer Service Gold Dust, Gavin also wrote a book on the topic, “Finding Gold Dust: How to Create Exceptional Customer Experiences”.

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CCNG Surveys Customer Service Customer Experience 195

CCNG

NOVEMBER 9, 2022

Make your workplace an oasis of trust, potential and authentic connection in which your people can freely pursue happiness and prosper—and amplify your ability to deliver exceptional outcomes for customers, business and community. Greg Salvato is a CCNG member and regular contributor, CEO of TouchPoint One LLC based in New Albany, OH.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

JULY 17, 2024

However, what the goal should be is determining how you can elevate the customer experience in your contact center utilizing automation, AI, and all resources available to you. This level of sophistication enables personalized customer interactions and predictive insights, enhancing the overall customer experience.

Contact Center 195

Contact Center CCNG Interactive Voice Response Virtual Agent 195

CCNG

SEPTEMBER 6, 2023

We all know that many jobs are filled by networking, especially true in contact center, customer care and customer experience leadership positions. Next even if the job is posted you may not be seeing all the postings , thus many jobs may be “hidden” from you.

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CCNG Marketing Contact Center Customer Care 195

CCNG

AUGUST 10, 2022

You can view the full podcast below, or choose one of these other channels to view this podcast and more: Apple Podcasts: [link] Spotify: [link] Web: [link] YouTube: [link] Rick is a CCNG member, a CX Advisor, and Keynote Speaker who enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen (..)

CCNG 195

CCNG Contact Center Customer Care Surveys 195

CCNG

SEPTEMBER 20, 2023

In a recent virtual member town hall discussion led by Dan Smitley (the Strategy and Optimization Czar at Call Design), the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength.

Contact Center 195

Contact Center CCNG Metrics Employee engagement 195

CCNG

OCTOBER 18, 2023

In a recent virtual member town hall discussion led by Dan, the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength. However, a lack of focus on any of these areas can lead to problems down the line.

Contact Center 195

Contact Center CCNG Metrics Customer Experience 195

CCNG

FEBRUARY 22, 2023

While many variables contribute to the drop in star ratings, the recent revisions focus on customer experience scores as a driving factor. Since the Medicare star rating system now gives more weight to customer service scores, insurers must explore ways to enhance this facet of the care experience.

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CCNG Contact Center Healthcare Technology 195

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

OCTOBER 2, 2024

This post was submitted by Lorne Wood , a CCNG member who helps fellow members and leaders revolutionize their contact center operations with expert recommendations and transformative solutions. In a world where regulatory scrutiny is increasing, investing in robust quality controls is not just a wise decision—it’s a necessary one.

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Contact Center CCNG Healthcare Banking 195