CCNG

NOVEMBER 9, 2021

The way humans describe their customer service needs vary widely from business to business, and they vary massively from person to person. If you still have questions, feel free to find me in the CCNG Slack group or at owen@iv.ai Owen McGrath is an active CCNG member based in Boulder Colorado and the Head of Sales for IV.AI.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

CCNG

FEBRUARY 15, 2023

That, in turn, allows you to create more effective personal relationships. Our intent should be to create profitable, personal relationships with all of our customers. Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member and regular contributor. IT DOESN’T MATTER…B2C OR B2B.

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Personalization CCNG Customer Service B2C 150

CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. For the full one hour Town Hall recording, visit the CCNG website, Programs, Town Hall Spotlights once released for non-members. Below are key points from this discussion.

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CCNG Technology Employee engagement Government 195

CCNG

MAY 3, 2023

In a recent CCNG Town Hall event, members Amas Tenumah and Amayea Maat reviewed the evolution of training in the customer contact and experience delivery arena. CCNG long time member, Amas is the author of 4 books, keynote speaker and Founder of BXG Academy focused on “Digital Training for the modern Human”.

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Contact Center CCNG Technology Personalization 195

CCNG

AUGUST 5, 2021

I am an old school contact center person. Dave Hoekstra is a Product Marketing professional with Calabrio (CCNG corporate member) and recently led a CCNG member Town Hall discussion on the modern approach to the enterprise contact center. I would like to take a moment to explore why that is.

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Enterprise Contact Center CCNG Call Center 195

CCNG

APRIL 13, 2022

Questioning the Process – How often do you really look at your personal and business processes and ask, “Does this still make sense?” He recently spoke with CCNG about these perspectives in light of managing and working-from-home for the past year or more. Repairs – Recognize when it’s time to make time. or “Is there a better way?”

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CCNG Sales Personalization Management 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

APRIL 6, 2022

recently led a discussion for CCNG members that focused on Retaining your Number 1 Asset Through Leadership & Culture. With more than 20 years experience in HR and Global Staffing, and an active CCNG member, Kirstyn is passionate about why employees choose, stay, and leave their jobs/companies. Why should people stay with you?

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CCNG Surveys Personalization Management 195

CCNG

JULY 11, 2020

We at CCNG have always believed the most powerful--and underutilized--tool in the contact center is your personal professional network. At CCNG, we know strong brands are built on exceptional customer care. Tapping into these shared experiences and professional relationships is how good contact centers get better!

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CCNG Benchmark Contact Center Customer Care 195

CCNG

SEPTEMBER 6, 2023

I would prioritize having conversations with the hiring person first or someone close to the hiring person. Watch our recent member chat with Pat on this topic area - Pat Calvert is a CCNG member, Managing Director of Contact Center Talent.net partnering with CCNG to help members with executive search needs.

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CCNG Marketing Contact Center Customer Care 195

CCNG

MAY 20, 2021

VP of Technology at Cognigy , Derek Roberti, recently hosted a live chatbot critique with CCNG members during a virtual Town Hall.

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Chatbots CCNG Contact Center Technology 195

CCNG

JULY 17, 2024

This level of sophistication enables personalized customer interactions and predictive insights, enhancing the overall customer experience. That is way too broad of a stroke for action to be taken, and just like every person has the foods that work for them, every contact center is a bit different.

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Contact Center CCNG Interactive Voice Response Virtual Agent 195

CCNG

JUNE 8, 2022

Due to cost and the fact that many contact center agents worked in the center (with in-person training), most video training systems often were reserved for contact center leadership rather than front-line agents. ? ?That’s Both organizations are Corporate members with CCNG. That’s so 2019… ? ?Many

Contact Center 195

Contact Center CCNG Gamification Coaching 195

CCNG

MAY 18, 2022

Connection – This should feel like a “homecoming” of sorts, especially for people that haven’t seen each other in person for a long time, or perhaps never met in person at all before. And the complexity of figuring out which personal and business supplies need to be transported back and forth on any given day.

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CCNG Transportation Personalization 195

CCNG

AUGUST 31, 2022

Most people love getting personal introductions and being introduced as someone who can be a valuable, trusted connection. You’re in a great position to know where there are synergies, and can add value to the friends and colleagues in your network. It’s not a nuisance. It shows that you respect their knowledge and recognize their value.

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Best practices CCNG Personalization 195

CCNG

AUGUST 17, 2022

The goal is not to amass a larger audience, but to build important personal and professional relationships that enhance your knowledge and expand your abilities. Focus on colleagues who will actively extend support and share insight. Ask your trusted connections for connections. Who do they recommend? Who do they find valuable?

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Best practices CCNG Enterprise Contact Center 195

CCNG

MARCH 23, 2022

This is especially true when dealing with personal health information and credit card numbers or other financial data. 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.

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CCNG Call Center Education Self service 195

CCNG

APRIL 3, 2025

Todays customers are expecting more than just fast servicethey demand personalized, proactive, and seamless interactions across every touchpoint. Leading companies are leveraging AI to assist, not replace, human agentscreating a more efficient and personalized customer experience.

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Contact Center Customer Experience outsourcing Analytics 195

CCNG

AUGUST 3, 2022

We all have something worth sharing stemming from the information we consume, the events we experience and our personal insight. When you run across a valuable article, webcast, book or blog don’t keep it to yourself. Share it now , while it’s fresh. You can share one-to-one or make it social. It’s not ego … it’s service.

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Best practices CCNG Marketing Personalization 195

CCNG

OCTOBER 11, 2023

Give a crap It used to be that employees were advised to leave their personal lives at home, but if you want a team that's dedicated to making a difference, then they need to know that someone cares about them beyond their performance. Start by sharing more personal aspects of your life and being vulnerable.

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CCNG Customer Experience B2C Finance 195

CCNG

SEPTEMBER 20, 2023

These plans should support employees in pursuing personal interests and goals, even if they don't directly align with their current roles. CCNG member Dan Smitley has been in the contact center space for over 20 years, starting as a tech support analyst for a dial-up internet company.

Contact Center 195

Contact Center CCNG Metrics Employee engagement 195

CCNG

OCTOBER 18, 2023

These plans should support employees in pursuing personal interests and goals, even if they don't directly align with their current roles. See below video clips from this Town Hall led by Dan…and for the full one hour Town Hall recording, visit the CCNG website - CCNG.com / Resources / Recorded Town Hall Events.

Contact Center 195

Contact Center CCNG Metrics Customer Experience 195

CCNG

MARCH 20, 2024

Increased personalization: Data mining tools can help businesses understand their customers’ needs and preferences, enabling them to deliver more personalized experiences. Or, a travel company can use AI to recommend personalized itineraries based on a customer’s travel preferences. Michelli, Ph.D.

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Technology CCNG Chatbots Consulting 195

CCNG

DECEMBER 1, 2022

The more you work in isolation the greater your risk for personal burnout and professional stagnation. We’ll leave you with one final thought and recap a full spectrum of strategies. We all need occasional help to refresh and renew. Sharing knowledge and inspiration promotes new thinking and new ideas.

Best practices 195

Best practices CCNG Personalization Customer Service 195

CCNG

JULY 22, 2021

In a recent report, Forrester reported that “while 90% of customer service leaders agree personalization is core to the future of automation, 63% of customers will leave a company after just one poor experience, and almost two-thirds will no longer wait more than 2 minutes for assistance.”

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CCNG Chatbots Contact Center Self service 195

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

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Contact Center Technology CCNG First call resolution 195

CCNG

AUGUST 23, 2023

Personalized Customer Experiences: With data analytics, contact centers can segment customers based on their preferences and behaviors. This segmentation allows agents to offer personalized solutions, recommendations, and targeted promotions, creating a more tailored and engaging customer experience.

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Contact Center Analytics CCNG Average Handle Time 195

CCNG

APRIL 5, 2023

When we witness similar behavior from someone else, whether it’s directed at us or another person, it triggers painful memories that cause us to react in unhealthy ways. Sometimes triggers result from emotional or physical trauma experienced earlier in life. We may have been bullied as a child or were in an abusive relationship.

Management 195

Management CCNG Coaching Personalization 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.

Contact Center 221

Contact Center CCNG Best practices Government 221

CCNG

JULY 20, 2022

Enhanced Bereavement leave provides up to 10 business days paid time off for employees to grieve, attend funeral services, and take care of any personal matters related to the loss of an immediate family member, and up to three business days paid time off for the loss of an extended family. But is that the way it should be? What say you?

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CCNG Consulting Consulting Contact Center 195

CCNG

JULY 10, 2024

Unlike conventional automation tools, GenAI adds a human touch, crafting personalized responses that cater to each customer’s unique needs. Armed with technology and data insights, they anticipate customer needs, personalize interactions, and shape positive brand perceptions. Valuing agents as invaluable talent is paramount.

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Contact Center Gamification Brand ambassadors CCNG 195

CCNG

JANUARY 11, 2023

When they do need to speak, text, or email with someone, they want that person to have the skills and know-how to resolve their issue. Michelle Randall is a long time CCNG advocate and past member, currently the CMO with Playvox.

Customer Service 195

Customer Service CCNG Education Self service 195

CCNG

AUGUST 2, 2023

Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved.

Contact Center 195

Contact Center CCNG Best practices Technology 195

CCNG

AUGUST 16, 2023

Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization. One of the best transaction surveys I’ve encountered is from Delta Airlines. Surveying customers doesn’t need to be an expensive, resource-consuming adventure.

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Surveys CCNG Airlines Consulting 195

CCNG

APRIL 19, 2023

Taking time to talk with team members about their personal lives, goals, and accomplishments is key to creating engaged and motivated teams. Gwen has a passion for customer service and helping contact center leaders in her consulting practice, is a new CCNG member and is the author of the book - Call Center: A Focus on Customer Service.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

CCNG

DECEMBER 8, 2022

What was left to be handled by a person in the center was the more complex, so they need complex problem-solving skills. Submitted by CCNG member Dan Stephenson, Director Hyatt Shared Service Center on behalf of the Hyatt Customer Care team. "The transactions have gone online," she said. I think that will continue to evolve."

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Call Center CCNG Customer Care Engineering 195