CCNG

AUGUST 21, 2021

Assemble representatives for all relevant stakeholder groups to evaluate the feedback and create and implement a plan that corrects the deficiencies and capitalizes on strengths. Greg Salvato is CEO of CCNG member TouchPoint One, a leading provider of employee engagement and performance management solutions for contact centers.

CCNG 195

CCNG Contact Center Surveys Employee engagement 195

CCNG

AUGUST 14, 2024

Feedback was provided to the candidate about their “phone voice” (usually slow down, speak up, over-pronounce, sound upbeat, etc.). It was essential to identify candidates who could adapt and enhance their delivery based on feedback. The candidate was asked to read the script aloud as they would to a customer.

Scripts 195

Scripts Call Center CCNG Outbound sales 195

CCNG

SEPTEMBER 8, 2020

The video clip of Trey’s comments comes from a recent Town Hall meeting with members of CCNG. The six components include: Recruiting Onboarding New Hire Training Ongoing Training Feedback Quality Assurance Trey has led remote teams over the last fifteen years; including leading a recent contact center operation with over 900 remote agents.

CCNG 195

CCNG Contact Center Consulting Consulting 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. ChatGPT has captured the attention of everyone by smashing record adoption rates globally.

Contact Center 195

Contact Center CCNG APIs Scripts 195

CCNG

SEPTEMBER 18, 2024

Emphasizing continuous feedback and improvement through regular audits, consistent standards, and transparent reporting is essential. This post was submitted by Lorne Wood , a CCNG member who helps fellow members and leaders revolutionize their contact center operations with expert recommendations and transformative solutions.

CCNG 195

CCNG Customer Service Contact Center Feedback 195

CCNG

SEPTEMBER 17, 2020

Recently David led a CCNG Town Hall discussion how creating a culture of exceptional service comes from excelling in the four cornerstone areas: People, Leadership, Processes, & Systems. Excellence in these two areas, along with creating a positive work culture, is required to be world class at delivering your product or service.

CCNG 195

CCNG Coaching CRM Accountability 195

CCNG

JULY 12, 2023

It may not surprise you that the next day I got a survey, they wanted my feedback! They already know my feedback, they already know I missed my connection. Most of the feedback companies are requesting is unnecessary, because they already have the bulk of the feedback. Most consumers say No.

CCNG 195

CCNG Airlines Surveys Feedback 195

CCNG

JANUARY 19, 2021

In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres. Connect with me on LinkedIn [link] to let me know your feedback on these trends and on the webinar. This acceleration of trends will continue through 2021 What’s happening at the agent level?

Call Center 195

Call Center CCNG Contact Center Feedback 195

CCNG

OCTOBER 11, 2023

There's little worse than asking people for their feedback and then doing nothing about it. Michelle Martinez is a CCNG Academy member, experienced leader with a strategic and logical approach, emphasizing servant-led leadership and fostering collaboration.

CCNG 195

CCNG Customer Experience B2C Finance 195

CCNG

JUNE 5, 2024

I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized.

Surveys 195

Surveys Construction CCNG Feedback 195

CCNG

JULY 10, 2024

These tools offer post-call perks too, with personalized training modules and real-time feedback mechanisms that drive continuous improvement and accountability. These tools facilitate progress tracking and continuous feedback, fostering a culture of excellence within the contact center. But the benefits don’t stop there.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

CCNG

SEPTEMBER 11, 2024

Performance Monitoring and Feedback: Monitor agent performance to identify improvement areas and provide clear, actionable feedback promptly. CCNG would like to thank our colleagues at Venturesathi for sharing these insights. Discover the crucial importance of optimizing the remote workforce for contact centers post-COVID.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

CCNG

AUGUST 16, 2023

Is there an option to provide feedback after several months of use? There are pitfalls to this strategy. Has the product arrived yet? Has the customer used it enough to know if it’s satisfactory and meets their requirements? Surveying customers doesn’t need to be an expensive, resource-consuming adventure.

Surveys 195

Surveys CCNG Airlines Consulting 195

CCNG

JULY 20, 2022

Use the feedback to create an employee-centric culture. 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. How much effort is it for them to be employed by you? Listen to employee needs and act on them.

CCNG 195

CCNG Consulting Consulting Contact Center 195

CCNG

JUNE 14, 2023

Actively listening to customer feedback and observing their behavior can provide valuable insights into their emotional needs and help you tailor your products, services, and communication strategies accordingly. Analyze feedback to identify areas where you excel and those that may need improvement.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

APRIL 20, 2022

More complex processes like performance reviews, quality and compliance audits, and even gamification provide similar opportunities to gather, analyze, and act on named or anonymous employee feedback in a structured, systematic way.? Contact centers should gather and mine employee feedback at every logical opportunity.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

MARCH 8, 2023

This means considering employee feedback, even when this feedback may not always be easy to hear. 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.

Morale 195

Morale Contact Center CCNG Agent burnout 195

CCNG

APRIL 27, 2022

I would harness their ideas and run the game plan by them; then they would give me feedback. NOTHING was done without constant feedback. Everyone was giving feedback and engaged. I did the same thing with the account managers and clients. I restructured the teams and trained supervisors and senior leadership.

CCNG 195

CCNG Contact Center Scripts Feedback 195

CCNG

MAY 27, 2021

They have experience across many centers and industries and can either present quick solutions or listen to your ideas and provide feedback on what you might expect. Eric Berg is a CCNG Academy member with a consultant focus on Contact Center Technology and Work at Home. A consultant can be a sounding board for ideas.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

AUGUST 28, 2024

Embrace Feedback and Continuous Improvement: Gather feedback from customers and agents to identify areas of success and areas for improvement. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

JULY 3, 2024

The right contact center vendor will ensure transparent communication and collaboration with clients, offering comprehensive reports on SLA performance and implementing client feedback to drive continuous improvement.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CCNG

FEBRUARY 28, 2024

Include Your Employees in Policy Creation Moving forward, your employees are easily the best source of feedback for creating additional hybrid work best practices. Written by Scott Kinka, Chief Strategy Officer, Bridgepointe Technologies and submitted by CCNG member Scott Samborn of Bridgepointe Technologies.

Best practices 195

Best practices CCNG Surveys Technology 195

CCNG

SEPTEMBER 27, 2023

The system should have an automated audit trail for any changes (compliance), robust reporting on how agents use the system to help with agent coaching, a feedback loop for the agent to report mistakes in the knowledge, and a way they can track the progress of the updates in the knowledge management system.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

MARCH 26, 2025

Dont just tell them what customers sayinterpret that feedback in terms of the next product feature or campaign. If youre tying your initiatives back to cost reduction or revenue lift, youre speaking their language. Partner with Product and Marketing. Collaborate with IT.

Metrics 195

Metrics Finance Upselling Engineering 195

CCNG

JULY 31, 2024

It also means subjecting models to rigorous testing for fairness and robustness, and building in human feedback loops. This means investing in machine learning models whose decision logic can be readily grasped by humans, approaches that open the “black box” of why AI gives its results.

Advertising 195

Advertising Healthcare Contact Center Feedback 195

CCNG

MARCH 13, 2024

Continuous Improvement: Adopt an iterative approach to enhancement, constantly seeking feedback and making incremental improvements. Many of the misconceptions about outsourcing remain, however, the almost universal feedback we hear from clients who have utilized outsourcing is “Why didn’t we do this sooner!”

Customer Experience 195

Customer Experience outsourcing Contact Center Analytics 195

CCNG

OCTOBER 19, 2022

Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. Forrester, 2016) 63% of CX professionals use customer feedback to prioritize investment in better products, services, and customer experiences. Forrester, 2016) The average email survey response rate is 24%.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

JUNE 1, 2022

Employee feedback to understand their pain points and then taking specific action is very important. Getting employee feedback helps in several ways, but primarily it allows employers to get out in front of issues before they fester, and it tells the employee that management is interested in them and their circumstances.

Healthcare 195

Healthcare Consulting Consulting Feedback 195

CCNG

AUGUST 7, 2024

More accurate business forecasting and demand planning, trend and pattern identification, and better resource allocation are all benefits companies can experience.

outsourcing 195

outsourcing Business Process Outsourcing Chatbots Technology 195

CCNG

SEPTEMBER 14, 2022

Episode 2 just came out and we are really excited to be receiving such positive feedback for our mission to highlight the real opportunities for growth in our space. Both Jason and Aarde are experts in our industry within their fields and brought unique voices to the series that I felt would make for a great group.

Contact Center 195

Contact Center Feedback Marketing Technology 195

CCNG

SEPTEMBER 25, 2024

They also receive instant feedback on what parts of their call were successful (or maybe not so successful) and how to make the next one that much better. #3. AI technologies such as Agent Assistance and AI-augmented Quality Analytics allow agents to get the help they need in real-time without having to call for help.

Chatbots 195

Chatbots Technical Support Scripts Interactive Voice Response 195

CCNG

AUGUST 9, 2023

By generating realistic customer interactions and evaluating agent responses, generative AI can help identify areas of improvement and provide actionable feedback for agents, ultimately leading to improved customer support and satisfaction.

Contact Center 195

Contact Center Chatbots Education Technology 195

Beyond Morale

SEPTEMBER 30, 2013

Two of my most active associations are the Customer Experience Professionals Association ( CXPA ) and the Call Center Network group ( CCNG ). I participate in various events with different associations. It doesn’t matter if you are in Bangladesh, Budapest, or Boston this approach works everywhere. Conflict Management. Motivation.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

CCNG

MAY 6, 2021

Studies have shown that learners who engage in focused, repeated practice with clear goals and feedback achieve expert-level skills 26 percent faster. For years, researchers have been exploring the question, “What creates an expert?” and the benefits of deliberate practice.

Call Center 195

Call Center Banking Technology Surveys 195

CCNG

APRIL 16, 2025

Of course, effective coaching and training includes setting clear expectations for the agents and providing consistent, timely, and accurate performance feedback. The agent works independently, with periodic reviews and feedback sessions. Let’s explore two common pitfalls: Feedback Only. Create a feedback loop.

CCNG 195

CCNG Coaching Education Feedback 195

CCNG

FEBRUARY 26, 2025

By providing clear customer feedback, the liaison helped marketing refine their messaging, boosting campaign success. The feedback was both eye-opening and actionableleading to simplified onboarding processes and faster resolutions. Cautionary Tale : Be ready to act on feedback.

Best practices 195

Best practices Contact Center CCNG Telecommunications 195

CCNG

JANUARY 22, 2025

Gather feedback and make improvements where necessary. Create Performance Transparency: Ensure agents know how theyre being measured and provide actionable feedback consistently. Consistent Feedback : Monthly performance reviews with both qualitative and quantitative feedback help agents stay on track.

CCNG 195

CCNG Call Center Contact Center Construction 195