CCNG
NOVEMBER 13, 2024
A convergence of technology, labor, business, and consumer trends is fundamentally reshaping customer service, demanding a new strategy for success. At the same time, rapid advances in Artificial Intelligence (AI) are transforming technology and redefining how we live, work, and communicate.
CCNG
MARCH 21, 2025
As a consultant, Ive worked inside over 100 companies, and I can tell you this: even companies with god-awful call center technology somehow manage to first invest in a high-functioning website to attract new customers. Those go to the prospects and new customersthe newborn.
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CCNG
NOVEMBER 20, 2024
Early in my career I worked in the Information Technology department at Exxon. Successful organizations re-invent themselves to stay current with the times, technology, and desires of their customers. David Reed is a CCNG member and Customer Service and Process Training Expert.
CCNG
DECEMBER 11, 2024
While ChatGPT is indeed an incredible if not unparalleled leap forward in AI technology, it is in no way, shape, or form designed to accomplish the goals or meet the requirements of a specifice use case in a contact center environments. ” Thank you to CCNG member Cognigy for sharing these insights.
Speaker: Eric Berg, CEO, ContactCenterPro Consulting
Now that things have leveled off, many companies are looking at their long term plans and realizing they need to review all work streams affected by moving to a work from anywhere model and modify or improve their technology and standard operating procedures.
CCNG
JANUARY 1, 2025
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.
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.
Speaker: Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 8x8
As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation.
Speaker: Scott Schoenherr, SVP Operations/Technology, HealthCare Claims Management, Mary Hall, Founder/CEO, CultureWise Consulting and Max Ball, Director of Product Marketing, RingCentral
You can introduce all the state-of-the-art technology, but if you don't address culture first, your transformation is going to fall short. You have probably heard the quote "Culture eats strategy for breakfast." As you embark on your CX transformation journey, the first step is to focus on your culture.
Speaker: Derek Roberti, VP Technology, Cognigy
Derek Roberti, VP Technology, North America at Cognigy, joins David Hadobas for this webinar replay to discuss the benefit and actions that can be taken with AI in 2021 to: Enable cost reduction, performance improvement, and new possibilities for customer communication. This is where AI comes into play.
Speaker: Roger Lee, VP Customer Success, Gridspace
This webinar will help you draft a technology plan to alleviate these pressures and set up your contact center for success for years to come. For many businesses, the contact center is now the primary conversational touchpoint with customers, creating extra pressure for agents to deliver exceptional customer service.
Speaker: Roger Lee, VP Customer Success, Gridspace
This webinar will help you draft a technology plan to alleviate these pressures and set up your contact center for success for years to come. For many businesses, the contact center is now the primary conversational touchpoint with customers, creating extra pressure for agents to deliver exceptional customer service.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
In case you missed the original live recording of this CCNG Fireside Chat, we invite you to register and join us for the replay. Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Technology. Learn how to address, manage, and utilize: People.
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