CCNG
MARCH 12, 2021
According to The Northridge Group's State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic. Prepare your contact center leaders, managers, frontline supervisors, and directors to manage in a virtual environment.
Beyond Philosophy
DECEMBER 31, 2019
Here we go, beginning of 2020 and a whole new decade. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . Many senior managers believe that we’ve given Customer Experience a fair crack of the whip. . In 2020, we are going to see continued development in these areas. .
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Beyond Philosophy
DECEMBER 26, 2020
This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. This episode, we share five significant insights that we gleaned from the notorious year 2020. The post This is the Most Significant Thing We Learned in 2020! Click here to learn more.
Beyond Philosophy
JANUARY 17, 2020
1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. When Customer Experience programs lack proper measurement of their results, how can senior management justify their expense? This podcast is produced by Resonate Recordings.
Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact
Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers.
Callminer
DECEMBER 5, 2019
Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Here are my predictions on how the contact centre will evolve in 2020. This is only likely to get worse in 2020 if call centres aren’t prepared to handle it correctly.
Beyond Philosophy
JANUARY 5, 2021
So, for better or worse, we shall do that for 2020 as well. We shared both personal and business things that 2020 has taught us on a recent podcast. Furthermore, I believe in giving back with coaching for leaders that need an extra set of hands to manage the crises they face. I thought I would share them here as well.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Learn how to address, manage, and utilize: People. Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Technology.
Advertiser: ZoomInfo
47% of marketers said they have a database management strategy in place, but there is room for significant improvement. As buyer expectations to receive this type of relevant engagement continues to heighten, database management strategies are of high importance.
Advertiser: Vanilla Forums
In collaboration with the Community Roundtable, we have provided you with a comprehensive summary of The State of Community Management 2020, including an assessment of three key findings: Advanced Communities Create Generative Value. External Communities Elevate the Customer Experience.
Speaker: Noel Roberts, CTO and VP Marketing, Aria Solutions
On average agents are handling 3-4 channels and Gartner predicts that by 2020 organizations will need to address 12 emerging customer channels. In this webinar, Noel Roberts, CTO from Aria Solutions, will discuss how you can arm your agents with the right tools and processes to provide great customer engagements.
Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC
Low engagement can be caused by several factors including lack of recognition by managers, poor company communication and not being aligned with the mission of the company. January 29, 2020 9:00 AM PST,12:00 PM EST, 5:00 PM GMT According to Gallup data, only 33% of employees reported they are engaged at work.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Also joining is SmartAction, who manages the AI-powered CX for more than 100 brands. Discuss DIY platforms versus managed services – which is right for me? Thursday July 16, 2020 11AM PST, 2PM EST, 6PM GMT In this webinar, Brian and Aarde will: Identify telephony interactions and volumes that meet thresholds for change.
Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises
July 23, 2020 at 1pm PDT, 4pm EDT, 9pm BST. Use Product Management Today’s webinars to earn professional development hours! Attendance of this webinar will earn one PDH toward your NPDP certification for the Product Development and Management Association. How you can still get the necessary input when working remotely.
Advertiser: Symtrain
2020 has thrown a curveball at society, upending organizational objectives, expectations, and resources. Managers and executives are prioritizing better engagement and performance. Survey results reveal a significant shift from a minority to a majority of contact center staff moved to remote work.
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