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 3, 2022

Connect frequently with your professional network to stay abreast of new developments and best practice concepts beyond your core markets. We all have something worth sharing stemming from the information we consume, the events we experience and our personal insight. Participation is a muscle that gets stronger the more you use it. ?

Best practices 195

Best practices CCNG Marketing Personalization 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. This leads to increased customer satisfaction, loyalty, and advocacy.

Technology 195

Technology CCNG Chatbots Consulting 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

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

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. Shouldn’t our approach be more personal, more directed, more experience oriented? Imagine what your employees must be thinking. What say you?

CCNG 195

CCNG Consulting Consulting Contact Center 195

CCNG

SEPTEMBER 29, 2022

The self-serve option helps customers personalize their wants and makes it easier for them by simply doing it themselves. They especially love personalized offers that create an ongoing connection to the brand experience. Make Personalized Notes For Your Customers Always say thank you. Jami Sharp, Champion 2.

Self service 195

Self service CCNG Chatbots B2B 195

CCNG

JULY 3, 2024

Having a skilled and knowledgeable team of experts who can create genuine connections with customers and deliver personalized support is crucial for delivering a memorable CX. By 2028, the market for contact center outsourcing is expected to grow at a CAGR of 5.66% (2023-2028), reaching USD 132.92

outsourcing 195

outsourcing Contact Center Airlines CCNG 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

AUGUST 28, 2024

According to a study by Grand View Research, the global call center AI market is expected to reach USD 7.08 Increases Engagement: Automation enables faster response times, personalized interactions, and 24/7 availability through self-service options such as chatbots and interactive voice response (IVR) systems. from 2022 to 2030.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

FEBRUARY 24, 2022

That has worked very well historically, but in the current job market companies should instead emphasize human asset maximization. Consider places to post jobs you haven’t used in the past such as local or regional job centers where people go in person to get help with the job search. Leverage current technology to filter IN, not OUT.

Chatbots 369

Chatbots Contact Center Technology Personalization 369

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

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. In the CX space, it means customers should be able to choose what personal data they are comfortable sharing and allowing companies to store.

Advertising 195

Advertising Healthcare Contact Center Feedback 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

SEPTEMBER 25, 2024

The best thing about AI is that it helps us do things faster and better, but it can’t replace the unique feeling of connecting with another person in customer service. Conversational Chatbots The global chatbot market continues to grow , thanks partly to continual AI and machine learning innovations.

Chatbots 195

Chatbots Technical Support Scripts Interactive Voice Response 195

CCNG

MAY 11, 2022

then you know firsthand the diverse makeup of the agent population - from millennials to individuals near retirement age and career call center professionals to persons seeking short-term employment. On the flip side, most executives and senior leaders I know personally do not share this view. Let's keep it real.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

CX Global Media

JULY 11, 2019

David Hadobas CEO, CCNG. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. CCNG’s mission to provide a community for member-driven agendas, topics, events and conversations provides true peer learning for contact center management.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CCNG

JANUARY 8, 2025

Driven by the convergence of new technologies, changing market demands, and evolving customer expectations, an AI-first contact center puts AI as the first, or top-most layer of the contact center, the first layer that all customers interact with. Thank you to CCNG member Cognigy for sharing these insights.

Contact Center 195

Contact Center CCNG Enterprise Technology 195

CCNG

AUGUST 24, 2022

The pandemic warped the job market and many establishments are short staffed. Moving shopping carts is customer service To the untrained eye, that person schlepping carts, or facing product shelves is just doing menial work. Those that can do it, often for little pay, deserve to be treated with respect. Be nice to those that show up.

Construction 195

Construction Technical Support Healthcare Consulting 195