CCNG
SEPTEMBER 13, 2023
Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.
CCNG
JANUARY 1, 2025
We find that Chat is often very good for predictable tasks and customer education, but also can result in frustration when the scope gets expanded beyond high-quality/low-emotion inquiries. (2) 2) CUSTOMER MOTIVATION The Hope : Faster answers without long hold times.
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CCNG
AUGUST 30, 2023
In a recent CCNG Town Hall, Kathleen Gramzay shared several key points that mental health is interconnected with physical and emotional health, and focusing on resilience can improve overall well-being and drive business progress. How can a resilience strategy help leaders anchor their organizations for sustainable success? In
CX Global Media
SEPTEMBER 5, 2018
Your solution provider can be a key source for discovering the contact center best practices , so make sure their activity in contact center learning opportunities like networking events and education are part of your decision criteria. We just participated in a CCNG networking event which was absolutely phenomenal. Thanks Daniel.
Speaker: Roger Lee, Director Customer Success, Gridspace
In this 30 minute education series webinar we’ll help you get a better understanding of: What you need to know as you research your options, including critical questions to ask to avoid speech analytics failure. We’re ready to help you evaluate the right speech analytics solution for YOUR organization.
CCNG
MARCH 23, 2022
Customers are more educated on your products and services than they have ever been, and they expect each contact at your company to contain a broad level of knowledge. 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.
CX Global Media
SEPTEMBER 10, 2018
I was introduced to the system when Joachim “Joe” Rogers , the senior director of customer care for Coca-Cola Consolidated, shared it at a CCNG regional meeting. Who just hosted a fantastic event with CCNG. It took us awhile to educate even Coca-Cola on the intricacies of the contact center because it is very different.
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Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact
Join our live education session, backed by new independent studies to learn more about: AI: The basics. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers.
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