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CCNG
JUNE 29, 2022
On a recent episode of CX Passport, Elaine Lee, Managing Director of ReynoldsBusbyLee and I discussed how it takes a real understanding of a real customer to know how to deliver the right customer experience.
CCNG
FEBRUARY 24, 2022
A sea change in talent acquisition happened in the past 20 years. Now it is time for another! Technology originally created to find the best talent, that at one time worked very well, now keeps qualified job candidates hidden from view as automated systems screen them out.
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CCNG
JUNE 22, 2022
Let’s make 2022 the year of Location Inclusion. What is location inclusion? To me, Location Inclusion means making sure everyone is valued, regardless of where they live and work.
CCNG
JUNE 15, 2022
It’s important to use your network to get a more complete view of issues, problems and solutions. Experience is generally the key in successfully navigating difficult situations. A wide network of informed, experienced contacts gives you access to new and valuable information.
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As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.
CCNG
JUNE 8, 2022
Many businesses start their fiscal new year on July 1…which is coming up fast! ? ???If
CCNG
MAY 25, 2022
The pace is faster today. Decisions are bigger. Where are you getting reliable insight and answers? We often say that the most powerful-- and underutilized-- tool in the contact center is your professional network.
CCNG
MAY 18, 2022
Productivity will (and should) temporarily decline as offices reopen. As more and more offices are finally reopening and teams are transitioning to a hybrid work environment it is critical to support yourself and your teams with Ruthless Prioritization.
CCNG
MAY 11, 2022
Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home.
CCNG
MAY 4, 2022
The life of a contact center agent isn’t easy. It involves helping customer after customer with little to no recognition for taking on a difficult issue and finding a solution.
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In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.
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CCNG
APRIL 27, 2022
was my first day of work as the Director of Operations for a contact center outsourcing company. I had been working about three hours when the CEO walked into my office and made a request that sent my head swirling. Vicki, I am not going to be able to make payroll this week.
CCNG
APRIL 20, 2022
This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge.
CCNG
APRIL 13, 2021
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.
CCNG
APRIL 13, 2022
??Efficiency, Productivity, Resourcefulness. ?At At the end of the day, we’re always looking to make things in business run smoother and faster while maximizing throughput and potential revenue.
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Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.
CCNG
MARCH 12, 2021
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.
CCNG
APRIL 6, 2022
recently led a discussion for CCNG members that focused on Retaining your Number 1 Asset Through Leadership & Culture. Data has shown that leadership is the number one reason employees of all industries leave their positions. The number one reason they stay is organizational culture.
CCNG
JULY 2, 2021
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.
CCNG
MARCH 30, 2022
Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part of how to manage front-line agents.
Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess
Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.
CCNG
MARCH 23, 2022
?Those working in the call center industry find themselves in an interesting situation. There is a lot of pressure to contain costs and standardize the support being provided, but we are not in a “One Size Fits All” business.
CCNG
NOVEMBER 9, 2021
Ten years after we were told that Software is Eating the World, we’re now well aware that The Cloud is Eating the World. Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly.
CCNG
MARCH 16, 2022
Almost 20 years ago, while speaking at a contact center conference, I had the opportunity to meet Amas Tenumah. We were both much younger (him more than me), but we quickly learned we were both leading contact centers for large companies.
CCNG
SEPTEMBER 24, 2021
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.
Speaker: Christian Jakenfelds, CSM at Planhat
Customer success professionals have better access to customers than any other department, yet they may struggle to prove their impact on overall business growth. In this webinar, learn how CSMs can actively contribute to and influence new revenue by using what’s already in front of them.
CCNG
MARCH 9, 2022
I had the opportunity to sit down with customer service keynote speaker and fount of customer service wisdom, Gavin Scott, on an episode of CX Passport. Using storytelling and wisdom, Gavin shares his gold dust for customer experience and customer service throughout the episode.
CCNG
MARCH 1, 2022
According to a recent McKinsey poll , the top three factors employees cited as reasons for quitting were: 1) They didn’t feel valued by their organizations (54 percent), 2) they didn’t feel valued by their managers (52 percent), and 3) they didn’t feel a sense of belonging at work (51 percent).
CCNG
FEBRUARY 10, 2022
As contact center leaders, we have a very good grasp of the work we do for customers (‘The What’), but what is far more challenging to unearth is ‘The Why’.
CCNG
SEPTEMBER 3, 2020
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.
Speaker: Bill Johnston, Community Innovation Officer at Structure3C
Acts of advocacy can be some of the most effective and authentic ways to market products and develop brand equity. Join Bill Johnston to learn how to develop a community-based advocacy program in this free webinar.
CCNG
OCTOBER 29, 2021
We’ve all heard how 2020 is the year everything changed. Well, what if a story about a Tex-Mex restaurant in Dallas highlights how NOT everything changed?
CCNG
OCTOBER 14, 2021
Every contact center or customer experience leader comes to that fork in the road where you have to conduct a self-assessment with that perennial question “How good are we?”
CCNG
JUNE 16, 2021
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.
CCNG
SEPTEMBER 1, 2021
By Casey Kostecka Contact center leaders widely agree the most important position in their organizations are frontline supervisors.
Advertiser: ZoomInfo
Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.
CCNG
AUGUST 21, 2021
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.
CCNG
AUGUST 5, 2021
I am an old school contact center person. I am not ashamed of that fact, but the one phrase that I have said over and over is "If I had access to the technology of today back then, I would have been dangerous.” I would like to take a moment to explore why that is.
CCNG
JULY 27, 2021
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.
CCNG
JULY 22, 2021
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.
Advertiser: Vanilla Forums
Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.
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