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. But I do have my own experiences.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 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

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

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

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 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. This helps enhance the customer's shopping experience and can lead to increased sales and customer satisfaction.

Contact Center 195

Contact Center CCNG APIs Scripts 195

CCNG

APRIL 13, 2022

Questioning the Process – How often do you really look at your personal and business processes and ask, “Does this still make sense?” 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.

CCNG 195

CCNG Sales Personalization Management 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

CCNG

MARCH 23, 2022

Customers must feel confident that they are interacting with an official representative of the company, and they expect their data to be protected. This is especially true when dealing with personal health information and credit card numbers or other financial data.

CCNG 195

CCNG Call Center Education Self service 195

CCNG

MARCH 20, 2024

This allows customer service representatives to handle more complex inquiries, such as troubleshooting technical problems or resolving billing disputes. Increased personalization: Data mining tools can help businesses understand their customers’ needs and preferences, enabling them to deliver more personalized experiences.

Technology 195

Technology CCNG Chatbots Consulting 195

CCNG

DECEMBER 1, 2022

The more you work in isolation the greater your risk for personal burnout and professional stagnation. These best-practices have come from decades working alongside top people in customer service and support. We’ll leave you with one final thought and recap a full spectrum of strategies. fresh energy and new enthusiasm.

Best practices 195

Best practices CCNG Personalization Customer Service 195

CCNG

JULY 22, 2021

Augment - A successful bot is designed to support human interactions, not just replace them Guide - Bots should be able to guide both the customer and the employee, via predictive and machine learning models, to present the next best action to the customer.

CCNG 195

CCNG Chatbots Contact Center Self service 195

CCNG

AUGUST 23, 2023

Personalized Customer Experiences: With data analytics, contact centers can segment customers based on their preferences and behaviors. This segmentation allows agents to offer personalized solutions, recommendations, and targeted promotions, creating a more tailored and engaging customer experience.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

CCNG

SEPTEMBER 11, 2024

The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. AI-driven personalization uses data analytics and machine learning to tailor customer interactions to their individual needs and preferences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

CCNG

JULY 10, 2024

Introducing Generative AI (GenAI), the innovative force reshaping self-service in today’s contact centers. Unlike conventional automation tools, GenAI adds a human touch, crafting personalized responses that cater to each customer’s unique needs. Valuing agents as invaluable talent is paramount.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

CCNG

AUGUST 2, 2023

With over two decades of hands-on experience, I've witnessed both triumphs and challenges faced in the pursuit of exceptional customer and agent experiences. My primary aim is to guide you through the pitfalls and offer best practices, so get ready to uncover valuable insights that can shape your contact centre's success.

Contact Center 195

Contact Center CCNG Best practices Technology 195

CCNG

AUGUST 16, 2023

Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization. Their after-call survey asks, “If you owned a customer service company, would you hire the agent you just spoke to?”

Surveys 195

Surveys CCNG Airlines Consulting 195

CCNG

APRIL 19, 2023

Taking time to talk with team members about their personal lives, goals, and accomplishments is key to creating engaged and motivated teams. 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

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. Jami Sharp, Champion 2.

Self service 195

Self service CCNG Chatbots B2B 195

CCNG

DECEMBER 8, 2022

She said customer service and guest experience, especially in an era of exceptionally high rates, is often about being as transparent as possible through every communication channel. What was left to be handled by a person in the center was the more complex, so they need complex problem-solving skills.

Call Center 195

Call Center CCNG Customer Care 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. 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

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. Gather in person.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

AUGUST 28, 2024

So, let’s dive into the realm of contact center automation, exploring how contact centers are leveraging advanced technologies to revolutionize operations and deliver great customer experience and the significant benefits they stand to gain from this digital-first approach.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

JULY 3, 2024

Having a skilled and knowledgeable team of experts who can create genuine connections with customers and deliver personalized support is crucial for delivering a memorable CX. Round-the-clock, personalized customer service operations improve CX, increasing lead generation and customer conversion.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CCNG

JUNE 14, 2023

Share your company's vision, values, and mission in a way that your customers can relate to, and make sure your brand story is consistently reflected across all touchpoints, from marketing materials to customer service. Personalizing Customer Interactions One-size-fits-all approaches seldom create strong emotional connections.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

JUNE 5, 2024

The feedback should be summarized using a simple tool or added to an area in your Customer Relationship Management (CRM) system. Are they empowered to listen to your customers and then relay the gathered feedback to the appropriate person in your organization? Customer Service has always been David’s passion.

Surveys 195

Surveys Construction CCNG Feedback 195

CCNG

JANUARY 15, 2025

and created entirely new standards for convenience and personalization. Think of Amazon. They didnt become a juggernaut by tweaking the best practices of retail. They asked, Whats next? Thats the power of next practices. They force us to stop looking sideways and start looking forward.

Best practices 195

Best practices Engineering Technology Personalization 195

CCNG

APRIL 27, 2022

I was hired by this CEO to change the culture from customer service to sales because 95% of this company’s clients were in the consumer products and services industry. Their personal lives were evolving because of how they were engaged at work. I led my first outside sales team of 40 people right out of college.

CCNG 195

CCNG Contact Center Scripts Feedback 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

CCNG

MARCH 8, 2023

Leaders should approach mistakes and customer issues with an open mind and a willingness to learn from them, rather than approaching unpleasant feedback as personal criticism or embarrassment. Justin Robbins is a CCNG advocate and long time industry colleague, and President of Metric Sherpa.

Morale 195

Morale Contact Center CCNG Agent burnout 195

CCNG

OCTOBER 12, 2022

So if someone likes that crispy part of the cookie and someone else likes the soft center, doesn’t it make sense to give each person the part they want and enjoy? When this happens, customer service scores increase. The company can get rave reviews and attract more customers.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

CCNG

FEBRUARY 24, 2022

Consider places to post jobs you haven’t used in the past such as local or regional job centers where people go in person to get help with the job search. Keep in touch with applicants through automated tools or in person if the decision may take time. Automated tools are great but have other options as well.

Chatbots 369

Chatbots Contact Center Technology Personalization 369

CCNG

JANUARY 4, 2023

Scaling the Experience Wall If all the information that customers needed could be easily accessed by them through automated means, then everyone would be happy. However, we know that many customer needs (and customer types) still require the personal atten­tion of live agents. CSRs Providing Different Answers.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

SEPTEMBER 25, 2024

A positive customer experience (CX) is deemed essential by approximately 80% of American consumers , who value speed, convenience, knowledgeable assistance, and friendly service. It’s about offering your customers an enhanced experience, not replacing your workforce.

Chatbots 195

Chatbots Technical Support Scripts Interactive Voice Response 195

CCNG

OCTOBER 19, 2022

(Temkin, 2017) 48% of consumers expect specialized treatment for being good customers. Accenture, 2017) Consumer demand better service from companies More than 60% of customers say they now have higher customer service standards. Customer Service and Support Customer experience can’t go without customer service.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

JULY 31, 2024

In the CX space, it means customers should be able to choose what personal data they are comfortable sharing and allowing companies to store. She is a frequent contributor/speaker/guest on podcasts and at many customer service and contact center organizations and events where she loves discussing CX, EX, AI, and remote work.

Advertising 195

Advertising Healthcare Contact Center Feedback 195

CCNG

AUGUST 9, 2023

For example, we asked ChatGPT to act as a customer support agent for Netflix and tell us about the options for contacting customer service. This can lead to more engaging and satisfying customer interactions, ultimately improving the overall customer experience. The more specific you are the better the result.

Contact Center 195

Contact Center Chatbots Education Technology 195