CCNG

The Recruitment Tsunami

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By Jason Mercer-Pottinger During a recent CCNG Town Hall I discussed with members the strategies and incentives contact centers are using to address a very challenging labor market.

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How to Hire the Right People Quickly with Accurate and Actionable Data

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In a fast-paced industry like contact centers, it is important to hire quickly without sacrificing accuracy. I recently spoke with David Hadobas of CCNG to discuss this important topic.

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Migrating Contact Center Solutions to the Cloud – a Business and Operational Perspective

CCNG

Contact Center solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented.

2020 Business and Customer Service Experience Trends

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New data from The Northridge Group provides a clear message to businesses. Today's consumers are shopping online more now than ever but find the overall service experience inadequate.

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The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

A Leadership Guide for Contact Center Supervisors

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By Casey Kostecka Contact center leaders widely agree the most important position in their organizations are frontline supervisors.

Supervisor Support is the Key to Contact Center Success – A Simple Strategy to Align Frontline and Senior Leaders

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There is a vast body of research exposing the direct link between strong frontline leaders and higher levels of workforce engagement, retention, and business success.

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Building Customer Care Leaders in the Virtual / Work-from-Home Environment

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Vicki Brackett has been leading both virtual/work-at-home and brick-and-mortar contact centers for over twenty years. In 2001, after managing her first virtual contact center, Vicki realized that different leadership strategies and tools were needed for the at-home environment.

Impacting Your Company’s Growth by Intentionally Creating an Employee Growth Plan

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Do you have an intentional growth plan for your employees that aligns with your company’s growth plan? Creating an employee growth plan is essential and can impact the company meeting their strategic goals.

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Building a Better Bot

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AI-assisted bots are reshaping customer digital engagements - and chatbots are leading the way. But customers today expect more than just a new interactive FAQ. They want the bot to know them, engage them and make decisions based on their specific customer history.

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With Regulation Coming, it’s Time to Take a Closer Look at How You’re Implementing AI

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What do Facebook, a COVID19 prediction model, and Bronx Honda all have in common? All three were specifically referenced in a recent announcement by the Federal Trade Commission aimed to encourage “truth, fairness and equity” in the use of AI.

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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Contact Center Metric Best Practices in 2021

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With the pandemic finally starting to ease off, it is a good time to re-evaluate the industry best practice metrics for Contact Centers. Are they still appropriate for your particular line of business?

Developing a Quality Mindset Through an Internal Self Assessment Program

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One might view the rigor and structure of a health authority inspection (i.e. an FDA audit) as a strange tool to use within the contact center space, but Jaedeanne Shaver and her team did exactly that in Alcon’s US Customer Service department and have been reaping the rewards ever since.

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Start Working with Two Arms…

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For too long, contact center leaders have been trying to operate their business with one arm tied behind their backs.

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The Truth About Outsourcing

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As outsourcing is not new to anyone, information organizations should have before embarking on outsourcing or dealing with their current outsourcing partner. However, outsourcing is not going away, and according to many trusted advisory organizations, it will continue to grow significantly.

When to Call a Contact Center Consultant…

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Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

What Makes a Chatbot Experience Great?

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As consumers today, we greatly appreciate when we have a great chatbot or voicebot experience.

Why Timing is Now to Automate Performance-Based Learning

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A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

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Simulation Training: The Time is Now

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If simulation training isn’t part of your training regimen now, it will be soon. Today I’m going to show you why I’m so confident that simulation training is in your future and how you can approach the process to gain the most benefit for your call center. How do you get to Carnegie Hall? Practice.

Taking a Chapter on Customer Experience from a CX Expert

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CCNG recently spoke with Bob Azman about his contributions in the latest collection of insights from CX leaders included in the book Customer Experience 3.

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How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

The Future of Contact Centers is Here

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Over the last 20 years, the Internet has allowed companies to outsource or offshore their contact centers overseas.

Why Performance-Based Training Requires Automation Now More than Ever

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You know that feeling where everyone is watching you, and you don’t feel prepared? We’ve heard that from contact center trainers and trainees a lot over the past year.

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The Importance of Creating a Complete Business Continuity Plan for Contact Centers

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David Reed talks with members about Business Continuity Planning sharing insights from his time running Orlando call centers with Walt Disney World r prior to Y2K. He was asked to lead the team that developed Walt Disney World’s overall business continuity plan in preparation for Y2K.

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WFM in 2021 to Meet the Work From Home Model

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In 2021 we are seeing some shifts with people asking about certain functionality, as it relates to the work from home or situation.

Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.

Planning for the call center hybrid workforce

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In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres.

Action Changes Things: Make it Happen in 2021

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At the recent CCNG Fireside Live Chat held in December I had the opportunity to provide my reflection on 2020 and what I predict will happen in 2021 alongside two other industry colleagues, Poly and Avtex.

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Contact Center Lessons Learned: How Will These Shape 2021 Plans?

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In a recent panel discussion with CCNG members on the topic of 2021 Contact Center Predictions, Ron shares a few perspectives learned from this year.

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2021 Reality Check – New Technologies Available in the Contact Center

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We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). When it comes to technology, vendors are always pushing the next big thing.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Supporting Your Agents: Work From Loneliness

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The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model.

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Adaptive CX: Reducing the Impact of COVID 19 in Your Contact Center

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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.

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Expanding Customer Contact Through Digital Engagement

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More and more customer communication is depending on digital channels. In a recent CCNG webinar Heather Pena Director, Webchat & Operations at NRG Energy shares how communication with their customers is changing and evolving. NRG has a group of power and power service companies serving over 3.7

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Contact Center Industry Perspectives and Resources

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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.

How to Use Data to Build Strong Customer Communities

Speaker: Carrie Melissa Jones Founder, Gather Community Consulting

Time and again, organizations assume that community member research is duplicative, cumbersome, risky, or incapable of yielding meaningful results. They simply move ahead with their communities and “iterate” as they go. The results of not performing community member research? Mediocre, copycat brand communities that fail to deliver on employee or customer expectations. On August 12th at 12 pm EDT, Carrie Melissa Jones will be sharing the importance of undertaking research whether you are preparing to launch your community or are planning a strategic pivot, and how it can impact cross-organizational value.

Shifting to the New Hybrid Work for Contact Centers

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What will contact center work environments look like in the coming months? Remote workers, in-office workers, a combination?

Working Remotely: Confessions of a virtual leader

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While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences.

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Acceptance and Fun - Keys for Supporting Your Virtual Team

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So how are customer support operations adjusting to the new virtual work environment over inhouse work environment? CCNG members have shared ideas on how they engage and work with remote agents keeping things fun and engaging.

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During Times of Crisis, the Best Investment is CX

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The question is simple but the answer may be complex. Do your customers view you as an organization that is easy to do business with? This is at the essence of what customer experience is all about. Our ability to deliver on our brand promise and customer expectations.

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Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!