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

APRIL 23, 2025

Solution: Through a comprehensive analysis of all things WFM, data validation and engagement with various stakeholders, it was found that a majority of staff from the back-office group were coded in the WFM platform as being available for resource support. Thanks to Matt Armbruster and the Northridge Group for sharing these insights.

Management 195

Management Construction Customer retention Healthcare 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

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

FEBRUARY 22, 2021

David Reed is a regular contributing CCNG member who started his practice Customer Centered Consulting Group over 20 years ago to help organizations improve their customer service and process efficiency. Then the piece that I think probably most people don't do a very good job on is really testing your plan.

CCNG 195

CCNG Contact Center CRM Call Center 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

CCNG

APRIL 3, 2025

Staying competitive means focusing on: Seamless AI and human integration Workforce optimization and strategic outsourcing Data-driven insights for proactive engagement Christa Heibel is an industry insider, thought leader, change maker, and the Founder and CEO at CH Consulting Group.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 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

SEPTEMBER 22, 2022

Colin Taylor is CEO of The Taylor Reach Group and long time CCNG member and advocate. A CX Contact Center expert, Consultant, Author, Speaker and Investor- 40+ yrs-Bringing Order to Chaos in Customer Service, Customer Experience, and Inside Sales. But there is no better time to start your re-think than today.

CCNG 195

CCNG Contact Center Consulting Consulting 195

CCNG

APRIL 19, 2023

The supervisor has space to engage with the team as a group and individually. Gwen has a passion for customer service and helping contact center leaders in her consulting practice, is a new CCNG member and is the author of the book - Call Center: A Focus on Customer Service.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

CCNG

JANUARY 18, 2023

And while hugely important, culture alone cannot solve this problem because it is a group or community driven set of emotions that do not enable agents to tangibly understand their individual value within the whole. Robert Bradshaw is Founder / President at WiserOwl LLC and a CCNG colleague and advocate.

Agent Empowerment 195

Agent Empowerment CCNG Contact Center Morale 195

CCNG

SEPTEMBER 29, 2022

Many businesses are using self-serve customer service options that make their customers more happy and feel empowered enough to keep returning to those businesses. The self-serve option helps customers personalize their wants and makes it easier for them by simply doing it themselves. Jessica Gopalakrishnan, Cognigy 3.

Self service 195

Self service CCNG Chatbots B2B 195

CCNG

JUNE 5, 2024

The NPS concept attempts to separate your customers into two groups: those who are your critics and those who are your fans. One of my challenges with a Net Promoter Score survey is that there are too many options for a customer to select. If you are not listening to your customers, I can guarantee someone else is!

Surveys 195

Surveys Construction CCNG Feedback 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. Are you new to the customer service space and currently seeking a) some fundamental orientation information; and b) membership in some pivotal circles where important CS knowledge is shared?

CCNG 102

CCNG Customer Service Education Contact Center 102

CCNG

FEBRUARY 24, 2022

Ask your Employee Resource Groups (ERGs) to brainstorm ideas. Groups focused on ethnicity, religion, immigrants, disability, women, the LGBTQ community, mental health, veterans, working parents, and even sustainability may have great ideas on how to reach hidden talent. If you don’t have ERGs, start some!

Chatbots 369

Chatbots Contact Center Technology Personalization 369

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. A UnitedHealth Group study found that U.S.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

FEBRUARY 1, 2023

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. offer the advantage of being able to supply workers for the middle of the night shifts, making 24/7 customer service availability possible.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

CX Global Media

JULY 11, 2019

As Lisa Oswald, Senior Vice President, Global Customer Service with TravelZoo said, “The Contact Center Virtual Summit combines the best of two worlds – this one-of-a-kind program delivers high-caliber content and ultimate convenience. David Hadobas CEO, CCNG. Nate Brown Director Of Customer Experience, UL EHS Sustainability.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Aria Solutions

OCTOBER 9, 2019

Has your organization prepared your agents for the new normal of customer service work, when bots and AI have siphoned off the easiest interactions and left agents handling only the most complex? Enabling Your Agents in the Age of the Customer. Perhaps the more important, broader question this: . Thanks for reading!

CCNG 9

CCNG Customer Service Contact Center Interactive Voice Response 9

CCNG

MAY 11, 2022

We often participate in call center agent focus groups in the U.S. Many others spend a lot of time interacting with internal or outsourced call center agents and leadership, so they have firsthand knowledge of the vital part these individuals play within the customer service organization. ? Not enough, I assure you.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

CCNG

OCTOBER 19, 2022

Gartner, 2022) Customer experience is a ‘significant’ or ‘critical’ priority for 69% of organizations. 77% have a centralized customer experience group, and 68% have a senior executive in charge of customer experience across products and channels. (Gartner, 2022) CX programs that exceed management expectations are 2.3

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Avaya

OCTOBER 25, 2018

Dale is an active member and conference speaker at SOCAP, ICSA, and CCNG. Are you reaping the rewards of your “always on” customer service investments? Which was higher than the youngest group that we surveyed (18-24-year-olds). Once we dissect the data per age groups, we observe a slightly different picture.

CCNG 47

CCNG Advertising Self service Surveys 47

CCNG

MAY 31, 2023

The client was a Fortune 200 international company that had contracted us to answer technical support calls from customers. The hiring profile for these employees requested a high level of customer service, but strong technical support experience was not required. This impacted customer service scores in a big way.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

CCNG

NOVEMBER 6, 2024

Delegate someone from each team meeting to bring those ideas to a larger focus group. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. Employees know what they need and want to be successful—so ask them. Have team meetings to discuss ideas.

Employee engagement 195

Employee engagement CCNG First call resolution Engineering 195

CCNG

AUGUST 24, 2022

My background has always been in customer service in one way or another. I also started a retail customer service job at a local garden center where I put my service attitude to work in an environment I enjoy. Subtle perhaps but service nonetheless. Serving and assisting are integral to my work identity.

Construction 195

Construction Technical Support Healthcare Consulting 195