CCNG

MARCH 23, 2022

This includes the documentation of customer interactions in a company-wide CRM tool and access to delivery schedules and product details. 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 19, 2023

But you still have to account for work that is conducted and not captured in any system or documentation. Document conversations and monitor for inconsistencies. Laura is a coworker at Call Design with CCNG member Dan Smitley. Team Collaboration Involving the right staff is a critical step to getting the task list right.

Workload forecasts 195

Workload forecasts CCNG Consulting Consulting 195

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. These articles and resources offer specific starting points we hope you’ll find helpful. February 12, 2020.

Contact Center 221

Contact Center CCNG Best practices Government 221

CCNG

JULY 20, 2022

Recently my financial institution requested that I complete a document, sign it, and return it to them via Fax. Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member. Bob can be reached via the CCNG website member directory or on LinkedIn. I laughed out loud when I read their request.

CCNG 195

CCNG Consulting Consulting Contact Center 195

CCNG

APRIL 20, 2022

For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine. Digital workflows generate actionable insights that can help the organization improve almost every element of its operations.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

MAY 27, 2021

A consultant works with you to create requirements documents that assess priorities for both functional and non-functional requirements. Eric Berg is a CCNG Academy member with a consultant focus on Contact Center Technology and Work at Home. Many have experience building RFP’s that align with your goals.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

OCTOBER 6, 2020

For example, it can be invaluable to remember each team members’ preferences for ways in which they prefer to communicate and share documents (email, phone, instant message, meetings, shared folders, and calendars, etc.). Equally important is understanding when employees bring the most energy to their tasks.

CCNG 195

CCNG outsourcing Surveys Coaching 195

CCNG

SEPTEMBER 27, 2023

A knowledge base is a depository of articles with a search function that will bring up multiple documents based on key words or an electronic library with categories. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

MARCH 30, 2022

HR was involved with a new cadence of verbal and written warning documents that aligned with this new management strategy. Because the contact center manager, director, and VP could see the green dots, it was easy to see that “all the work was being completed.” If they saw red dots, that meant the work wasn’t completed.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

DECEMBER 6, 2020

The biggest problems that the group is facing are: Limitations of existing systems Increasing customer expectations Personalization is difficult/lack of real time data Too much time spent on documentation No predictive tools In the middle of the pack, fewer people were facing these issues: IT can’t stay current No omni-channel support No proactive (..)

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

CCNG

OCTOBER 19, 2022

Forrester, 2016) 39% of companies don’t keep a documented list of customer experience projects that are currently underway. (Support Driven, 2018) 72% of companies don’t review customer experience metrics or share them with all employees regularly.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

MAY 6, 2021

They learn to navigate complex applications with ease while asking the right questions with proper documentation. Next, document an RFP to see what the various vendors can offer and at what cost. Simulation training in a high-fidelity environment gives agents the ability to develop muscle memory.

Call Center 195

Call Center Banking Technology Surveys 195