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. In the end, writing scripts, using it for marketing or content and other simple tasks appear to be the main use cases right now.”

Contact Center 195

Contact Center CCNG APIs Scripts 195

CCNG

AUGUST 30, 2023

Burned-out employees, retention and recruitment challenges, higher benefit, DE&I, and social responsibility expectations, in addition to market and supply chain concerns. How can a resilience strategy help leaders anchor their organizations for sustainable success? In

CCNG 195

CCNG Education Marketing 195

CX Global Media

SEPTEMBER 5, 2018

It’s important to realize that if you’re in the market for a solution, your vendor’s experience and perspective can greatly amplify the value they provide. We just participated in a CCNG networking event which was absolutely phenomenal. Some solution providers invest in their own knowledge gain, while others do not. Thanks Daniel.

Best practices 174

Best practices Contact Center CCNG Coaching 174

CCNG

SEPTEMBER 18, 2024

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. Forbes recently highlighted a staggering statistic: businesses worldwide could lose over $3.7

CCNG 195

CCNG Customer Service Contact Center Feedback 195

CCNG

NOVEMBER 17, 2020

Emma English is Marketing & Communications Manager at Humach, a CCNG corporate member. Emma for 10+ years, Emma has helped businesses understand customer behavior and accomplish their operational goals through marketing strategy, graphic and UX design.

Contact Center 195

Contact Center CCNG Benchmark Wait times 195

CCNG

JUNE 16, 2021

The immediate takeaway from all of this is that new laws governing AI are likely coming, and that it’s now a perfect moment to examine how we build, market, and implement AI such that we ensure it’s ethical and compliant. I spoke in detail with CCNG President David Hadobas and IV.AI

CCNG 221

CCNG Government Healthcare Enterprise 221

CCNG

AUGUST 3, 2022

Connect frequently with your professional network to stay abreast of new developments and best practice concepts beyond your core markets. Participation is a muscle that gets stronger the more you use it. ? Now more than ever, leaders benefit from understanding the potential presented by new ideas and emerging solutions.

Best practices 195

Best practices CCNG Marketing Personalization 195

CCNG

JUNE 15, 2022

Here are four ways to expand your view: Use your professional network to expand your vision beyond your immediate market and specific industry. Lon Hendrickson is the Executive Director of the CCNG Magnet Program. A wide network of informed, experienced contacts gives you access to new and valuable information.

Best practices 195

Best practices CCNG Consulting Consulting 195

CCNG

JANUARY 19, 2021

In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres. Richard Kenny is an 18 year veteran of the contact center industry, working as the Senior Product Marketing Manager, Contact Centre & Unified Communications for Poly (formerly Plantronics).

Call Center 195

Call Center CCNG Contact Center Feedback 195

CCNG

JULY 12, 2023

An aggregated survey score that can be used for marketing purposes, secondarily for executive incentives, and if your response is extremely negative, you might get some attention. Amas Tenumah is a long time CCNG member and regular contributor with his content sharing and speaking with fellow members.

CCNG 195

CCNG Airlines Surveys Feedback 195

CCNG

OCTOBER 11, 2023

Creating happy work environments But what may not be as obvious is that the product team responsible for the digital experience, the finance team responsible for the 30-day return policy and the marketing team that didn't make the policy clear also impacted the customer's experience.

CCNG 195

CCNG Customer Experience B2C Finance 195

CCNG

OCTOBER 4, 2023

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. Remember when the steam engine meant farm owners no longer needed as many farmhands?

CCNG 195

CCNG Engineering Education Chatbots 195

CCNG

MARCH 20, 2024

The Times They Are a Changing In this technological age, business leaders are increasingly turning to tools like artificial intelligence ( AI ) to meet the challenges of a tight labor market, inflation, and changing consumer preferences. Joseph has been helping CCNG members for nearly 10 years with his CX experience and insights.

Technology 195

Technology CCNG Chatbots Consulting 195

CCNG

FEBRUARY 15, 2023

Originally published in 1993, this book revolutionized marketing when it was first published. Considered a radical rethinking of marketing basics, this bestselling book has become today's bible for marketers. Granted this book was written with a marketing bent and some of the discussions are outdated.

Personalization 150

Personalization CCNG Customer Service B2C 150

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. How Can Work@Home Work for You?

Contact Center 221

Contact Center CCNG Best practices Government 221

CCNG

AUGUST 21, 2024

The customer experience technology market has ballooned in the last ten years, but given the current economic climate sales are cooling for this once unstoppable industry. That means frustration for software sales, uncertainty for marketing budgets, and tangentially related industries being impacted.

Customer Experience 195

Customer Experience CCNG B2B Contact Center 195

CCNG

MAY 17, 2023

Information on the internet is often Marketing, self-promotion or an opinion. Brad Shaw is the CEO of livepro based in North Sydney AUS and a CCNG corporate member. ChatGPT does not think, and this makes it unreliable for Customer Service Environment. It copies information previously been stored on the internet to provide an answer.

Customer Service 195

Customer Service CCNG Government Chatbots 195

CCNG

JULY 20, 2022

Like the many marketing strategies organizations employ to acquire new customers, we should be doing the same to acquire candidates (as opposed to applicants) to fill our open positions. Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member. Imagine what your employees must be thinking.

CCNG 195

CCNG Consulting Consulting Contact Center 195

CCNG

NOVEMBER 2, 2022

What if Marketing launched a new promotion without you having time to fully prepare? Chris Lawson is Director of Client Success at WiserOwl LLC and a long time CCNG member and advocate. Consider some of the variables that may impact AHT: What if you have a group of new hires on the phones?

Management 195

Management Average Handle Time CCNG Contact Center 195

CCNG

JUNE 14, 2023

In today's competitive market, providing an outstanding customer experience is more important than ever. 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.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

SEPTEMBER 29, 2022

Parna Sarkar-Basu, Brand and Buzz Marketing, LLC. Implement A Chat That Works 24/7 Leveraging chatbots allows marketers to offer 24/7 customer service, an extremely important factor in business success. Roshni Wijayasinha, Prosh Marketing Jessica Gopalakrishnan is the Senior Director Of Marketing at Cognigy, a CCNG member.

Self service 195

Self service CCNG Chatbots B2B 195

CCNG

MAY 30, 2024

Then, when marketing says they’re doing the Buy-One-Get-One deal again you can have a data point captured that properly increases the volume forecast based on the previous campaigns. We all need to normalize our arrival patterns to make sure we’re not inaccurately including power outages and random sales campaigns in our future forecasting.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

CCNG

AUGUST 28, 2024

According to a study by Grand View Research, the global call center AI market is expected to reach USD 7.08 This enhances brand reputation, attracts new customers, and fosters customer loyalty in an increasingly competitive market. billion by 2030, growing at a whopping CAGR of 22.7% from 2022 to 2030.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

JULY 3, 2024

By 2028, the market for contact center outsourcing is expected to grow at a CAGR of 5.66% (2023-2028), reaching USD 132.92 They partner with trusted contact centers to create a global talent pool, enable innovation, and accelerate time-to-market.

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outsourcing Contact Center Airlines CCNG 195

CCNG

FEBRUARY 1, 2023

For example, one of our clients that is known as a good employer had exhausted the job market for contact center associates in their community. It opened an untapped market of candidates who they had already vetted and who were already familiar with their product lines. This approach proved successful.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

CCNG

MARCH 26, 2025

Partner with Product and Marketing. Work with Finance to understand budget constraints and metrics that the C-suite monitors daily. If youre tying your initiatives back to cost reduction or revenue lift, youre speaking their language. CX insights are often the missing link between what customers want and what the business provides.

Metrics 195

Metrics Finance Upselling Engineering 195

CCNG

FEBRUARY 24, 2022

That has worked very well historically, but in the current job market companies should instead emphasize human asset maximization. Many current Recruiting Management Systems (RMS) reward cutting costs.

Chatbots 369

Chatbots Contact Center Technology Personalization 369

CCNG

JULY 31, 2024

And even in fields like customer experience and marketing, which are not considered high-stakes, AI use is exploding and if not designed and monitored, can have unintended negative results. AI systems are being deployed to make increasingly high-stakes decisions that impact human lives in fields like healthcare, criminal justice, and hiring.

Advertising 195

Advertising Healthcare Contact Center Feedback 195

CCNG

FEBRUARY 11, 2021

Roger Woolley is Chief Marketing Officer at CommunityWFM based in Dallas, TX. Roger is a Senior Marketing Leader with experience in building and leading product marketing, brand management, and analyst relations programs in both private and publicly traded technology companies in the U.S. and Europe.

Airlines 195

Airlines Contact Center Service level Marketing 195

CCNG

MAY 11, 2022

It feels cliché now to talk about staffing shortages and labor market challenges, but we must continue to shed light on this along with the sustained impacts caused by the COVID-19 pandemic. Clearly, the scale is tipping in the direction of nearshore/offshore markets as it relates to job growth in the outsourcing industry.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

CCNG

OCTOBER 19, 2022

Bain, 2005) 87% of marketers say they are delivering engaging customer experiences. Oracle, 2018) Optimizing customer experience is the most exciting opportunity for 19% of businesses, ahead of data-driven marketing that focuses on individuals (16%) and content marketing (14%). Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

OCTOBER 14, 2020

Darrius Jones serves as Executive Vice President and Chief Strategy Officer and interim Chief Marketing Officer at Poly. Listen to the brief introduction from Darrius as he addresses these issues and drives our conversation on the new world of Hybrid Working for contact center operations.

Contact Center 195

Contact Center Marketing Technology 195

CCNG

JUNE 1, 2022

Solutions Short Term – Make your company as attractive as possible as quickly as you can Immediately analyze current employee benefit plans and revamp them as necessary to be as attractive and as competitive as possible in this market. This effort will help both retain current employees and attract new hires as the need arises.

Healthcare 195

Healthcare Consulting Consulting Feedback 195

CCNG

SEPTEMBER 14, 2022

In the end, I found that thing that both fired me up and also provided value to the market and I hope you take some time to check it out. In this case for Episode 2 we spent time discussing the economic impacts to software companies in our space and our opinions on the staffing challenges in North America.

Contact Center 195

Contact Center Feedback Marketing Technology 195

CCNG

SEPTEMBER 25, 2024

Conversational Chatbots The global chatbot market continues to grow , thanks partly to continual AI and machine learning innovations. The Future of AI in Customer Experience: Current Trends Many trends for 2024 aren’t new, but they’re picking up momentum as more and more companies adopt AI. #1.

Chatbots 195

Chatbots Technical Support Scripts Interactive Voice Response 195

Avaya

OCTOBER 25, 2018

Throughout his career, he has held various corporate marketing, brand management, advertising, promotions, and advertising agency executive posts. Dale is an active member and conference speaker at SOCAP, ICSA, and CCNG. This blog was first published July 12, 2018 on the C3i Solutions blog.

CCNG 47

CCNG Advertising Self service Surveys 47

CCNG

JULY 27, 2022

It is measured weekly by a third-party market research firm. Customer Satisfaction (CSAT): Refers to the customer's perception of an agent’s service skills and how the agent addressed his or her issue. The client's goal is 85 percent or higher “somewhat” or “very” satisfied.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195