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

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.

CCNG 195

CCNG Customer Experience B2C Finance 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.

CCNG 195

CCNG Average Handle Time Finance Employee engagement 195

CCNG

MARCH 26, 2025

As a customer experience leader, you pour your energy into creating better interactions, improving satisfaction scores, and generally making life easier for customersonly to feel undervalued, underappreciated, and, frankly, under-resourced. Improving customer experience for the sake of customers alone?

Metrics 195

Metrics Finance Upselling Engineering 195

Fonolo

MARCH 6, 2019

When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. eight customer-focused organizations, acronyms and all, that you should be following this year and beyond.*. CCNG does just that. Read on to learn about (and bookmark!) Don’t believe us?

CCNG 102

CCNG Customer Service Education Contact Center 102

Verint

DECEMBER 9, 2015

There are no industry associations for back-office professionals such as the CCNG, a member network for Contact Center, Customer Service, and Customer Experience Management Professionals; the SHRM: Society for Human Resource Management for HR professionals; the AFP: Association for Financial Professionals for finance executives; and so forth.

CCNG 21

CCNG Banking Finance Contact Center 21