CCNG

AUGUST 21, 2021

Greg Salvato is CEO of CCNG member TouchPoint One, a leading provider of employee engagement and performance management solutions for contact centers. Make the procedure a permanent component of your continuous improvement process.

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CCNG Contact Center Surveys Employee engagement 195

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

AUGUST 21, 2020

Listen below to Pam’s 7 minute kickoff talk during a recent CCNG town hall event.

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Customer Care CCNG outsourcing Contact Center 195

CCNG

AUGUST 5, 2021

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.

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Contact Center Enterprise CCNG Call Center 195

CCNG

AUGUST 30, 2023

How can a resilience strategy help leaders anchor their organizations for sustainable success? In In a recent CCNG Town Hall, Kathleen Gramzay shared several key points that mental health is interconnected with physical and emotional health, and focusing on resilience can improve overall well-being and drive business progress.

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CCNG Education Marketing 195

CCNG

SEPTEMBER 18, 2024

Contact centers must leverage up-to-date QA technologies and implement a well-managed quality assurance strategy. 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.

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CCNG Customer Service Contact Center Feedback 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!

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CCNG Benchmark Contact Center Customer Care 195

CCNG

SEPTEMBER 7, 2022

In another posting, I’ll discuss strategies on how to use LinkedIn to maximize your network and assist with a job search. Pat Calvert is a CCNG member, Managing Director of Contact Center Talent.net partnering with CCNG to help members with executive search needs. These are a few basic tips to get you started.

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CCNG

NOVEMBER 17, 2020

While the global health and economic crisis has radically altered businesses across the globe, it's also given us valuable insight into consumer habits and new adaptive customer experience strategies that are helping minimize the disruption. Emma English is Marketing & Communications Manager at Humach, a CCNG corporate member.

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Contact Center CCNG Benchmark Wait times 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. Thanks to CCNG member InflowCX for sharing these insights and assisting CCNG members over the years with tech insights and experience.

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CCNG

FEBRUARY 1, 2023

Post-Pandemic Contact Center Staffing Strategies: 1. Vickie Schutze serves as the Director of the Contact Center and Customer Experience Practice at The Northridge Group, a CCNG member company. “The spike in remote & hybrid work is eliminating ~ 200 million weekly commuting hours in the U.S. Time is our scarcest resource.

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contact center associations Contact Center CCNG Business Process Outsourcing 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.

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Contact Center CCNG Metrics Employee engagement 195

CCNG

JULY 6, 2022

The network will help you make quicker, more accurate decisions based on real-world experience and field-proven strategies. ? Colleagues and industry contacts offer fertile ground to share and compare strategies and evaluate results. Lon Hendrickson is the Executive Director of the CCNG Magnet Program. Find the fast path.

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Best practices CCNG Benchmark Consulting 195

CCNG

OCTOBER 18, 2023

Employee Experience Strategies The conversation delved into specific strategies for enhancing employee experiences. 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.

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Contact Center CCNG Metrics Customer Experience 195

CCNG

AUGUST 31, 2022

To view previous posts in this Best Practices for a Powerful Professional Network series, please use the following links: Part 1: The Simple Truth and The Golden Rule Part 2: Expand Your View Part 3: Accelerate Decision Making Part 4: Proactive Care and Attention Part 5: Inside Strategies Lon Hendrickson is the Executive Director of the CCNG Magnet (..)

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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! Some of the most underutilized ways to leverage your connections and colleagues come from engaging the internal aspects of your network.

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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. However, I believe these strategies can be applied almost universally. The best-practices we’ve covered give you a great foundation for building, leveraging and sustaining a truly powerful professional network. fresh energy and new enthusiasm.

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Best practices CCNG Personalization Customer Service 195

CCNG

AUGUST 3, 2022

A network of experienced colleagues and peers can help you avoid dependence on entrenched beliefs and past strategies. ?When Now more than ever, leaders benefit from understanding the potential presented by new ideas and emerging solutions. When you run across a valuable article, webcast, book or blog don’t keep it to yourself.

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Best practices CCNG Marketing Personalization 195

CCNG

JUNE 15, 2022

A cross-industry network gives you access to a diverse set of perspectives and insights, and colleagues who can offer new strategies and ideas. Lon Hendrickson is the Executive Director of the CCNG Magnet Program. A strong professional network should provide a rich ecosystem of knowledge and experience.

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Best practices CCNG Consulting Consulting 195

CCNG

JULY 22, 2021

Repeat In working with contact centers throughout the world, we’ve learned that the success of any digital strategy depends more on a clear strategy, a strong implementation plan, and designing a bot that can augment human interactions.

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CCNG Chatbots Contact Center Self service 195

CCNG

JULY 13, 2022

Data is a vast, multifaceted landscape where strategy matters. are long-time contributors in the CCNG community. Well-planned AI automating these conversations will adjust on the fly to increase and track performance and remove unnecessary steps in the process. ?Data AI provides proven maps to navigate the journey.

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Analytics CCNG Management 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. 2) Top Threats to Business Continuity, 3) The Anatomy of a Business Continuity Plan, and 4) Helpful Tools and Strategies.

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Contact Center CCNG Best practices Government 221

CCNG

OCTOBER 5, 2022

To view previous posts in this Best Practices for a Powerful Professional Network series, please use the following links: Part 1: The Simple Truth and The Golden Rule Part 2: Expand Your View Part 3: Accelerate Decision Making Part 4: Proactive Care and Attention Part 5: Inside Strategies Part 6: Get In The Game Lon Hendrickson is the Executive Director (..)

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CCNG

JANUARY 15, 2025

The strategies we need to tie it all together? Blindly adopting someone elses strategy leads to mediocrity, not mastery. Together, well explore topics like rethinking workforce development, integrating technology into service delivery, redefining processes, and crafting strategies built for the future. Spoiler alert: you wont.

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Best practices Engineering Technology Personalization 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?

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Surveys CCNG Airlines Consulting 195

CCNG

AUGUST 23, 2023

With the right strategy, data analytics can truly transform contact centers into strategic hubs of customer engagement and business intelligence. Jason Mercer-Pottinger is a multi year CCNG magnet member and regular contributor to member programs and content.

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Contact Center Analytics CCNG Average Handle Time 195

CCNG

APRIL 26, 2023

Corporations must put strategies in place for team building, improving engagement, and productivity. Lisa Hammett is a new CCNG contributor, a Wellness Coach helping thousands of members achieve their health and wellness objectives. As a result, employee retention is at an all-time low. What’s the solution?

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CCNG Coaching Education Best practices 195

CCNG

MARCH 26, 2025

A CX strategy without urgency is just another initiative. But a CX strategy thats seen as essential to the companys survival and growth? With over two decades of experience, Justin has helped organizations across industries turn their CX strategies into powerful engines for growth. Thats power.

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Metrics Finance Upselling Engineering 195

CCNG

SEPTEMBER 11, 2024

However, effective management strategies are crucial for success. The shift to remote work prompted contact centers to adapt their workforce management strategies. CCNG would like to thank our colleagues at Venturesathi for sharing these insights.

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Contact Center Technology CCNG First call resolution 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

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.

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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. Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member. Imagine what your employees must be thinking.

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CCNG

JULY 19, 2023

Now, let’s delve into some practical tips to help you conquer the forecasting challenge and elevate your WFM strategies to new heights. Laura is a coworker at Call Design with CCNG member Dan Smitley. Trust me, the rewards are well worth the investment. Here are three key areas to focus on: 1.

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Workload forecasts CCNG Consulting Consulting 195