CCNG

MARCH 12, 2021

Today's consumers are shopping online more now than ever but find the overall service experience inadequate. According to The Northridge Group's State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic.

Customer Service 370

Customer Service CCNG Self service Contact Center 370

CCNG

NOVEMBER 20, 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.

CCNG 195

CCNG Consulting Consulting Customer Service 195

CCNG

NOVEMBER 13, 2024

A convergence of technology, labor, business, and consumer trends is fundamentally reshaping customer service, demanding a new strategy for success. Today’s customer service remains largely stuck in its historical focus on phone calls, human agents and deflection. AI plays a crucial role in this CX transformation.

Contact Center 195

Contact Center CCNG Technology SaaS 195

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.

CCNG 195

CCNG Construction Consulting Consulting 195

CCNG

DECEMBER 18, 2024

Great customer service is not delivered by a company, but by individual team members who understand what it means to be Difference Makers. Yes, it is important to create a culture within a company where customer service is valued and modeled by leadership. Start a service revolution where you work.

CCNG 195

CCNG Consulting Consulting Customer Service 195

CCNG

JANUARY 1, 2025

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.

Omni-channel support 195

Omni-channel support CCNG Upselling outsourcing 195

CCNG

JULY 2, 2021

I recently spoke with David Hadobas of CCNG to discuss this important topic. When qualified and confident agents fill the seats of the contact center, customers and clients will receive the customer service they expect – and deserve.

CCNG 322

CCNG Contact Center Engineering Enterprise 322

CCNG

JUNE 28, 2023

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". Call it what it is, Customer Service. You'll look smarter and find a better suited candidate.

CCNG 195

CCNG Customer Experience Customer Service B2C 195

CCNG

SEPTEMBER 18, 2024

Quality Assurance: Your Strategic Weapon Against Customer Service Disasters In the fast-paced world of customer service, the quality of interactions between agents and customers is paramount. Without these measures, service quality will continue to deteriorate, further eroding consumer trust and loyalty.

CCNG 195

CCNG Customer Service Contact Center Feedback 195

CCNG

NOVEMBER 9, 2021

The way humans describe their customer service needs vary widely from business to business, and they vary massively from person to person. If you still have questions, feel free to find me in the CCNG Slack group or at owen@iv.ai Owen McGrath is an active CCNG member based in Boulder Colorado and the Head of Sales for IV.AI.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

CCNG

MARCH 1, 2023

An agent drained and taxed is thoroughly challenged to deliver empathetic customer service even when it’s needed most. A customer in need of a good, empathetic experience is an opportunity that matters; when that moment is missed, customer loyalty suffers. Customer service is too often overlooked and underappreciated.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195

CCNG

JANUARY 11, 2023

With some of the frustration I’m hearing, you might assume that customer service is taking a hit – particularly when there are daily reports of inflation, an oncoming recession, and the need to cut costs constantly. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

CCNG

MAY 10, 2023

Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. Jump on a customer service call.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

MAY 17, 2023

ChatGPT is a possible future communication channel with customers. ChatGPT does not think, and this makes it unreliable for Customer Service Environment. Set the foundation for success with a system that delivers answers to customers through any channel.

Customer Service 195

Customer Service CCNG Government Chatbots 195

CCNG

SEPTEMBER 29, 2020

So how are customer support operations adjusting to the new virtual work environment over inhouse work environment? CCNG members have shared ideas on how they engage and work with remote agents keeping things fun and engaging. Jaedeanne Shaver is Customer Service Training and Quality Manager at Alcon in Fort Worth Texas.

CCNG 195

CCNG Quality management Customer Support Management 195

CCNG

FEBRUARY 15, 2023

What role can your customer service organization play in helping to support the construction of strong customer relationships? Here are some ideas: YOUR CUSTOMER SERVICE REPRESENTATIVES ARE OFTEN THE PERSONIFICATION OF YOUR BRAND. Bob can be reached via the CCNG website member directory or on LinkedIn.

Personalization 150

Personalization CCNG Customer Service B2C 150

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. Below are key points from this discussion.

CCNG 195

CCNG Technology Employee engagement Government 195

CCNG

JUNE 21, 2023

Limitations and roadblocks Without tools to track customer interactions, you’re left with random, winding customer journeys. This creates a seamless customer journey. Customer service that’s built on a voice-centric call center infrastructure can’t meet current demands. You have to anticipate customer needs.

Customer Service 195

Customer Service CCNG Self service Automotive 195

CCNG

MAY 3, 2023

In a recent CCNG Town Hall event, members Amas Tenumah and Amayea Maat reviewed the evolution of training in the customer contact and experience delivery arena. The world we live in has changed and our success and ability in supporting our people who in turn support our customers must in turn evolve without losing that focus.

Contact Center 195

Contact Center CCNG Technology Personalization 195

CCNG

JUNE 1, 2015

We invite CCNG members to share their experiences, stories, and expertise in Contact Center Operations, Customer Engagement, and Customer Service. Everyone has a story to tell. Everyone you meet knows something you don’t.

CCNG 170

CCNG Best practices Contact Center Customer Service 170

CCNG

APRIL 13, 2022

Kevin is VP of Operations with Guardian Protection Services in Hickory NC. He recently spoke with CCNG about these perspectives in light of managing and working-from-home for the past year or more. He has also developed teams sustaining success within high-volume sales and customer service companies. Take a listen….

CCNG 195

CCNG Sales Personalization Management 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

JULY 11, 2020

Once again, your ability to navigate a constantly changing environment and overcome new challenges will determine your ability to deliver great customer service and continued success. We at CCNG have always believed the most powerful--and underutilized--tool in the contact center is your personal professional network.

CCNG 195

CCNG Benchmark Contact Center Customer Care 195

CX Global Media

SEPTEMBER 5, 2018

Because I know how valuable it can be to you, I was thrilled to meet up with Daniel Weiss of 8×8 at a CCNG networking event Coca-Cola Consolidated’s contact center in Charlotte, North Carolina and ask him some questions about his participation and what he learned. Here is an edited transcript of my interview. Thanks Daniel. Please Share.

Best practices 174

Best practices Contact Center CCNG Coaching 174

CCNG

MARCH 9, 2022

I had the opportunity to sit down with customer service keynote speaker and fount of customer service wisdom, Gavin Scott, on an episode of CX Passport. Using storytelling and wisdom, Gavin shares his gold dust for customer experience and customer service throughout the episode.

CCNG 195

CCNG Surveys Customer Service Customer Experience 195

CCNG

SEPTEMBER 17, 2020

David Reed is a customer service process and training expert focusing on helping organizations of all types improve their customer service and process efficiency. Excellence in these two areas, along with creating a positive work culture, is required to be world class at delivering your product or service.

CCNG 195

CCNG Coaching CRM Accountability 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.

CCNG 195

CCNG Contact Center Healthcare Technology 195

CCNG

JUNE 29, 2021

an FDA audit) as a strange tool to use within the contact center space, but Jaedeanne Shaver and her team did exactly that in Alcon’s US Customer Service department and have been reaping the rewards ever since. One might view the rigor and structure of a health authority inspection (i.e.

CCNG 195

CCNG Contact Center Customer Service Management 195

CCNG

MARCH 23, 2022

It is a challenging time to be supporting the customer, but we also have the technology and capability to succeed as never before. David is a regular contributing CCNG member who started his practice Customer Centered Consulting Group over 20 years ago to improve customer service and process efficiency.

CCNG 195

CCNG Call Center Education Self service 195

CCNG

JULY 12, 2023

When I was a customer service executive, a big part of my bonus was tied to something called a Net promoter Score. It is a survey that asks how likely you are to recommend a product or service. Some think this is a good thing for customer service, but they’re wrong. This is shaky math.

CCNG 195

CCNG Airlines Surveys Feedback 195

CX Global Media

AUGUST 28, 2018

I witnessed first-hand the power of community when I attended a CCNG networking event at Coca-Cola Consolidated’s contact center in Charlotte, North Carolina. Supporting the programming activities for the event came from the CCNG team, led by long-time contact center industry veteran, and president of CCNG, David Hadobas.

CCNG 136

CCNG Contact Center Chief Customer Officer Coaching 136