CCNG

MARCH 26, 2025

With over two decades of experience, Justin has helped organizations across industries turn their CX strategies into powerful engines for growth. Justin Robbins is a keynote speaker, researcher, and business advisor whos passionate about transforming customer interactions to drive measurable business outcomes.

Metrics 195

Metrics Finance Upselling Engineering 195

CCNG

DECEMBER 8, 2022

Remote work is the most popular search on a job engine these days, so it's given us an advantage in being able to hire and find awesome people," she said. Submitted by CCNG member Dan Stephenson, Director Hyatt Shared Service Center on behalf of the Hyatt Customer Care team. I think that will continue to evolve."

Call Center 195

Call Center CCNG Customer Care Engineering 195

CCNG

SEPTEMBER 11, 2024

Key components include predictive analytics, recommendation engines, and real-time customization. CCNG would like to thank our colleagues at Venturesathi for sharing these insights. Algorithms analyze behavior, preferences, and historical data to anticipate needs and deliver targeted solutions.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

CCNG

MARCH 1, 2022

Now that work-at-home is here to stay, leaders at all levels are going to have to re-engineer how they lead. Some companies are developing a plan on how to build and sustain a hybrid environment that works for both employees and the company. This also drives engagement, and employees within the organization can feel a sense of belonging.

CCNG 195

CCNG Engineering Consulting Consulting 195

CCNG

JUNE 21, 2023

Tools like cognitive computing engines further analyze customer intent and context. A successful digital engagement strategy makes it simple for customers to get answers. Power your self-service channels with a robust knowledge base so users can find the information they need.

Customer Service 195

Customer Service CCNG Self service Automotive 195

CCNG

JUNE 14, 2023

How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets". Kelly Sigmon is a new CCNG Academy member bringing her knowledge and experience in CX and Customer Support to share insights with our community of contact center, CX and customer care leaders.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

MARCH 30, 2022

Because the culture hasn’t been re-engineered for the remote environment, the agent doesn’t feel emotionally engaged and is lonely. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. The supervisor gets the agent on the video platform, and the agent wants to talk. Will you be that leader?

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

Avaya

OCTOBER 25, 2018

Dale is an active member and conference speaker at SOCAP, ICSA, and CCNG. It’s no surprise that using search engines like Google is the primary way consumers find answers for their product-related questions. This blog was first published July 12, 2018 on the C3i Solutions blog. In which channels do consumers prefer to contact brands?

CCNG 47

CCNG Advertising Self service Surveys 47

CCNG

OCTOBER 4, 2023

Remember when the steam engine meant farm owners no longer needed as many farmhands? In all of these cases, the technology removed some roles and then created new roles: mechanics for the steam engines, digital marketers, web designers and analysts for the web stores, and programmers for the word processors.

CCNG 195

CCNG Engineering Chatbots Education 195

CCNG

MARCH 6, 2024

Analytical AI is the fuel that drives the AI engine for contact centers. Analytical AI can take large amounts of data and identify trends, patterns, sales opportunities, and cycles in seconds versus days without any bias. The more information you feed it, the better your operations will become.

Contact Center 195

Contact Center Calibration Interactive Voice Response Analytics 195

CCNG

DECEMBER 4, 2024

Read the fourth article in this series to discover how better QA can transform your contact center into a powerful revenue-generating engine. Strong QA programs can help transform an ineffective cost center into a powerful revenue-generating engine.

Contact Center 195

Contact Center CCNG Upselling Revenue potential 195

CCNG

NOVEMBER 6, 2024

Deliberately re-engineering strategies for the virtual work environment is critical. How leaders talk with, coach, and engage with employees and how employees interact in their virtual environment all must be re-engineered.

Employee engagement 195

Employee engagement CCNG First call resolution Engineering 195

CCNG

FEBRUARY 12, 2025

With over two decades of experience, Justin has helped organizations across industries turn their CX strategies into powerful engines for growth. Justin Robbins is a keynote speaker, researcher, and business advisor whos passionate about transforming customer interactions to drive measurable business outcomes.

Agent Empowerment 195

Agent Empowerment Metrics Contact Center Wait times 195