CCNG

JULY 17, 2024

AI can analyze customer data so that you can understand your customer, their challenges, how they utilize your product, and even uncover opportunities for additional sales opportunities. Thanks to CCNG member InflowCX for sharing these insights and assisting CCNG members over the years with tech insights and experience.

Contact Center 195

Contact Center CCNG Interactive Voice Response Virtual Agent 195

CCNG

JUNE 16, 2021

I spoke in detail with CCNG President David Hadobas and IV.AI Owen McGrath is Head of US Sales with IV.AI 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.

CCNG 221

CCNG Government Healthcare Enterprise 221

CCNG

MARCH 23, 2022

Another development in the call center industry is the level of interconnection between what used to be a self-contained call center to all the other areas of a business, including sales and support. This is especially true when dealing with personal health information and credit card numbers or other financial data.

CCNG 195

CCNG Call Center Education Self service 195

CCNG

JULY 26, 2023

Here is information that my fellow CCNG members may want to consider when choosing a new cloud contact center product. Jamie Coutts is a CCNG member who has been working in management, sales and solution consulting roles with contact center technology vendors for over 30 years.

Cloud contact 195

Cloud contact Contact Center CCNG Finance 195

CCNG

JUNE 3, 2021

John Novak is a global Sales and Operations executive with over 40 years in the customer care and customer experience industry. John has been a CCNG member and advocates for over 30 years and currently is Director, Client Engagement - Americas at IGT Solutions.

outsourcing 195

outsourcing CCNG Government Customer Care 195

CCNG

SEPTEMBER 22, 2022

Colin Taylor is CEO of The Taylor Reach Group and long time CCNG member and advocate. A CX Contact Center expert, Consultant, Author, Speaker and Investor- 40+ yrs-Bringing Order to Chaos in Customer Service, Customer Experience, and Inside Sales. But there is no better time to start your re-think than today.

CCNG 195

CCNG Contact Center Consulting Consulting 195

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

AUGUST 16, 2023

Bob Azman is a past CCNG Academy member and Founder and CXO of Innovative CX Solutions, LLC a Customer Experience Consulting firm specializing in CX Design and Execution, Sales and Service Experience Design, Customer Service, Supply Chain and Operations Management and Talent Development.

Surveys 195

Surveys CCNG Airlines Consulting 195

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Eric Berg is a CCNG Academy member with a consultant focus on Contact Center Technology and Work at Home.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

AUGUST 28, 2024

Sales and Marketing Lead Generation and Qualification: Chatbots can qualify leads by asking initial questions and collecting customer data, allowing sales agents to focus on qualified prospects. 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

APRIL 27, 2022

My background is sales management. I led my first outside sales team of 40 people right out of college. I was hired by this CEO to change the culture from customer service to sales because 95% of this company’s clients were in the consumer products and services industry. I had no idea about contact centers.

CCNG 195

CCNG Contact Center Scripts Feedback 195

CCNG

MAY 30, 2024

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. Nice-to-Haves Capturing Oddities for Future Use Does your platform have a way to capture oddities in your arrival patterns and store them for use in the future?

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

CCNG

MARCH 30, 2022

Some sales organizations utilize email “cadences” to drive their business development efforts by utilizing a certain order of pre-programmed emails in the quest for increasing sales. It also costs more time and money to get a new agent’s speed to competency up to where they can serve customers or bring in their sales quota.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

MAY 10, 2023

Bob Azman is a CCNG Academy member and Founder and CXO of Innovative CX Solutions, LLC a Customer Experience Consulting firm specializing in CX Design and Execution, Sales and Service Experience Design, Customer Service, Supply Chain and Operations Management and Talent Development.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

JUNE 14, 2023

Align your emotional connection initiatives with your broader business goals and ensure that they complement other strategic efforts, such as product development, marketing, and sales. It's also important to cultivate a company culture that values emotional connections, both with customers and within the team.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

SEPTEMBER 29, 2022

After the sale, send a communication encouraging customers to post about the experience, service or brand. Roshni Wijayasinha, Prosh Marketing Jessica Gopalakrishnan is the Senior Director Of Marketing at Cognigy, a CCNG member. We make them feel appreciated. - Scott French, VERY New York 5. Melissa Kandel, little word studio 6.

Self service 195

Self service CCNG Chatbots B2B 195

CCNG

JULY 3, 2024

When you outsource your contact center operations to a reliable provider, they not only help streamline your operations and reduce costs but they can often bring in initiatives like sales through service. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CCNG

AUGUST 7, 2024

Virtual Customer Experience E-commerce sales account for nearly 20% of all retail sales in the US, which continues to rise. That’s why BPOs are finding additional ways to streamline and improve the virtual customer experience — to help their clients generate more sales and ensure customers return in the future. #4.

outsourcing 195

outsourcing Business Process Outsourcing Chatbots Technology 195

CCNG

MARCH 6, 2024

Analytical AI can take large amounts of data and identify trends, patterns, sales opportunities, and cycles in seconds versus days without any bias. This leads to more effective query handling, lowering AHT, hold times, and dead space in conversations. What role does Analytical AI play in contact centers?

Contact Center 195

Contact Center Calibration Interactive Voice Response Analytics 195

CCNG

JULY 27, 2022

Chat to Conversion Rate - A lead-generation metric that measures customer service assistance, which converts to sales. Some of the more common include: Average Resolution Time (ART) - The average time it takes for an agent to close a conversation. It's a derivative of AHT.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Altitude

NOVEMBER 29, 2017

Every day, start-ups and other innovative businesses are coming up with new business models that highlight how digital transformation is changing sales, marketing and customer service in all industries.

contact center solutions 49

contact center solutions Contact Center Sales Marketing 49

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

DECEMBER 4, 2024

Unlocking Hidden Revenue: Transforming Contact Centers into Profit Powerhouses In the competitive landscape of modern business, every missed sales opportunity can translate into lost revenue. However, ineffective sales methods and missed upselling opportunities continue to hinder many organizations.

Contact Center 195

Contact Center CCNG Upselling Revenue potential 195

CCNG

AUGUST 24, 2022

To be clear this is my first foray into retail sales and for me it is illuminating. I also started a retail customer service job at a local garden center where I put my service attitude to work in an environment I enjoy. Interesting what you learn or what is reinforced.

Construction 195

Construction Technical Support Healthcare Consulting 195