CCNG

AUGUST 5, 2021

I am an old school contact center person. I would love to say that "back in the day,” I had meetings with every other department in my contact center to discuss strategies, upcoming events, and issues that needed to be ironed out, but the fact is, I didn't. I would like to take a moment to explore why that is.

Contact Center 195

Contact Center Enterprise CCNG Call Center 195

CCNG

JULY 11, 2020

a reliable source of practical knowledge, fresh ideas and proven strategies, candid insight and experience from colleagues and thought leaders, the ability to accelerate programs, and eliminate missteps, mistakes and errors, and the opportunity to also be a resource for our peers. That’s why we develop our networks in the first place!

CCNG 195

CCNG Benchmark Contact Center Customer Care 195

CCNG

JANUARY 15, 2025

The strategies we need to tie it all together? Blindly adopting someone elses strategy leads to mediocrity, not mastery. and created entirely new standards for convenience and personalization. Technologies are no longer just tools; they are deeply woven into how we deliver service. Those havent even been written yet.

Best practices 195

Best practices Engineering Technology Personalization 195

CCNG

JULY 17, 2024

We have found that there are far more contact centers needing help with where to start and creating a strategy than there are businesses that are humming along with AI. This level of sophistication enables personalized customer interactions and predictive insights, enhancing the overall customer experience.

Contact Center 195

Contact Center CCNG Interactive Voice Response Virtual Agent 195

CCNG

SEPTEMBER 20, 2023

In a recent virtual member town hall discussion led by Dan Smitley (the Strategy and Optimization Czar at Call Design), the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength.

Contact Center 195

Contact Center CCNG Metrics Employee engagement 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.

Best practices 195

Best practices CCNG Personalization 195

CCNG

AUGUST 17, 2022

This week we focus on three inside strategies that will create more value for you, your team, the organization … and your network! 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. Who do they recommend?

Best practices 195

Best practices CCNG Enterprise Contact Center 195

CCNG

DECEMBER 1, 2022

We’ll leave you with one final thought and recap a full spectrum of strategies. The more you work in isolation the greater your risk for personal burnout and professional stagnation. However, I believe these strategies can be applied almost universally. We all need occasional help to refresh and renew.

Best practices 195

Best practices CCNG Personalization Customer Service 195

CCNG

OCTOBER 18, 2023

Employee Experience Strategies The conversation delved into specific strategies for enhancing employee experiences. These plans should support employees in pursuing personal interests and goals, even if they don't directly align with their current roles.

Contact Center 195

Contact Center CCNG Metrics Customer Experience 195

CCNG

AUGUST 3, 2022

A network of experienced colleagues and peers can help you avoid dependence on entrenched beliefs and past strategies. ?When We all have something worth sharing stemming from the information we consume, the events we experience and our personal insight. Share it now , while it’s fresh. You can share one-to-one or make it social.

Best practices 195

Best practices CCNG Marketing Personalization 195

CCNG

FEBRUARY 1, 2023

Post-Pandemic Contact Center Staffing Strategies: 1. Similarly, Northridge’s Quality Monitoring specialists have observed that some customers respond positively to associates WFH and may even engage in personal conversation around it, as long as the associate can resolve their issue. Time is our scarcest resource.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 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.”

CCNG 195

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.

Contact Center 195

Contact Center Technology CCNG First call resolution 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. COVID-19 Is Here. March 15, 2020.

Contact Center 221

Contact Center CCNG Best practices Government 221

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.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

CCNG

AUGUST 16, 2023

The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy, improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace. There are pitfalls to this strategy. Has the product arrived yet?

Surveys 195

Surveys CCNG Airlines Consulting 195

CCNG

OCTOBER 6, 2020

Here are four simple strategies for you to keep in mind, to help you avoid some common pitfalls. Strategy #1: Ensure technology supports your intentions There is no doubt that working remotely requires a specific set of technology assets and unique skills. Yep, I’m guilty of all these virtual leadership sins!

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CCNG outsourcing Surveys Coaching 195

CCNG

NOVEMBER 9, 2022

Despite its unique impediments, contact center senior leaders should regularly examine the effectiveness of their employee engagement strategies. To demonstrate fidelity to this most fundamental tenet: • Be open and forthright about the organization's vision, strategy and status. Gather in person.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 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.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

CCNG

JUNE 14, 2023

Today, I want to explore the power of emotional connection, its role in fostering customer loyalty, and how your business can benefit from implementing strategies that prioritize emotional connections. Identify the emotions that resonate with your target audience and develop strategies to evoke these feelings in your customers.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 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. Shouldn’t our approach be more personal, more directed, more experience oriented? Imagine what your employees must be thinking. What say you?

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CCNG Consulting Consulting Contact Center 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. Round-the-clock, personalized customer service operations improve CX, increasing lead generation and customer conversion.

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outsourcing Contact Center Airlines CCNG 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. Strategies from customer programs to staying anonymous when reviewing a company are helpful to them in many ways. They especially love personalized offers that create an ongoing connection to the brand experience.

Self service 195

Self service CCNG Chatbots B2B 195

CCNG

MAY 10, 2023

You encountered a chatbot that was clueless about what you were inquiring about, one that couldn’t refer you to a “live person” because they weren’t available. All the journey mapping, webinars, ROI discussions, surveys, and strategies won’t instantaneously create a better experience for your customers. Shall I go on? So, there it is.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

JUNE 21, 2023

Provide personalized, omnichannel experiences that are context-based and low effort. And that limits your ability to provide a personalized, contextual customer experience. Use contextual information to personalize journeys. Your business can craft a clear customer profile and offer personalized interactions.

Customer Service 195

Customer Service CCNG Self service Automotive 195

CCNG

APRIL 20, 2022

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. Contact centers with advanced data management capabilities can easily leverage performance-based compensation strategies. We win where truth and trust gleam brightly — let it rise and shine.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

FEBRUARY 28, 2024

The most significant factor driving this desire to be part of a hybrid workforce is the balance between their work and personal lives. However, it’s not just about their personal lives. However, up to 72% of companies have not defined their hybrid work strategy. In the same study, 56% said remote work helps them meet deadlines.

Best practices 195

Best practices CCNG Surveys Technology 195

CCNG

APRIL 27, 2022

Their personal lives were evolving because of how they were engaged at work. Developing Leadership I also realized that if I took first- and second-level leaders in the contact center with me on the journey, I could infuse leadership skills and strategies into them—just by them being by my side. Some signed up to take their GED.

CCNG 195

CCNG Contact Center Scripts Feedback 195

CCNG

SEPTEMBER 4, 2024

A third person who has hit their breaking point avoids saying anything but gets online and fills out job applications. Eliminating stress triggers and implementing meaningful changes is the smart place to start and the first step of an effective resilience strategy. The reports neurologically react in fight, flight, or freeze.

CCNG 195

CCNG Surveys Contact Center Management 195

CCNG

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. So if someone likes that crispy part of the cookie and someone else likes the soft center, doesn’t it make sense to give each person the part they want and enjoy?

Coaching 195

Coaching CCNG Employee engagement Best practices 195

CCNG

SEPTEMBER 27, 2023

Different ideas are constantly emerging as the new go-to strategy. When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

MAY 31, 2023

What domino effect does that start in my direct reports, and personally, in family members? (To Kathleen Gramzay , LMT, Founder, Kinessage LLC, is a new CCNG contributor and has been a body/mind resilience innovator for over 20 years. To get an objective answer, ask those who you trust to give you an honest one. Need Support?

CCNG 150

CCNG Education Consulting Consulting 150

CCNG

MARCH 8, 2023

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. Leaders need to empower their agents with the right resources and provide them with strategies to handle emotionally draining tasks.

Morale 195

Morale Contact Center CCNG Agent burnout 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.

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Contact Center CCNG Morale Coaching 120

Fonolo

MARCH 6, 2019

CCNG does just that. Join us as we adjust your set and help you dial in your CX strategy with our annual report on key CX trends. Tuning your Antenna for Personalization. Read on to learn about (and bookmark!) eight customer-focused organizations, acronyms and all, that you should be following this year and beyond.*.

CCNG 102

CCNG Customer Service Education Contact Center 102

CCNG

JANUARY 4, 2023

However, we know that many customer needs (and customer types) still require the personal atten­tion of live agents. Bruce Belfiori is CEO of Benchmark Portal LLC, resource partner to CCNG providing content, studies, insights and more for contact center leaders. Complexity grows, but tools do not meet the challenge.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 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. These bots offer a more human-like experience, with the ability to personalize and engage on a deeper level. #2. Ultimately.

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Chatbots Technical Support Scripts Interactive Voice Response 195