CCNG

Shifting to the New Hybrid Work for Contact Centers

CCNG

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

CCNG

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

CCNG

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

CCNG

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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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Creating a Culture of Exceptional Service

CCNG

David Reed is a customer service process and training expert focusing on helping organizations of all types improve their customer service and process efficiency.

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

CCNG

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.

Applying Lessons Learned During this Pandemic to Next Level Customer Care 

CCNG

During a recent member town hall Pam Plyler of The Northridge Group led a discussion around the changes and successes contact center leaders have shared with her as they decide how to return to customer support operations.

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3 Best Practices for Remote and On-Premise Agent Support

CCNG

Kathryn Jackson recently talked with CCNG members during a Town Hall working through new challenges associated with COVID changes shifting to remote workers.

Supporting Your Agents: Work From Loneliness

CCNG

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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6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Dealing with WFH Agent Loneliness

CCNG

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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Contact Center Industry Perspectives and Resources

CCNG

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. These articles and resources offer specific starting points we hope you’ll find helpful. We will continue to update this contact-center-centric resource as new information becomes available. We encourage you to check back often.

To Stay at Home or To Not Stay at Home: An Invitation to a Research Study

CCNG

The contact center industry has never experienced anything like the COVID-19 pandemic. The rapid shift to move agents and supervisors to their homes has demonstrated that a work-at-home (WAH) model is possible for business continuity purposes. However, we are now faced with new questions: Are you trying to decide if you should keep contact center agents at home after the COVID-19 global pandemic? Are you confused by the mixed messages you are getting about the sustainability of a WAH model?

CCNG 150

Lean On The Collective Knowledge of Your Network

CCNG

In less than 90 days the world changed and customer care changed with it. Organizations, customers and staff are unsettled. Expectations are moving targets and operations are in flux. However, for many contact centers it’s now time to focus on the new path forward. Once again, your ability to navigate a constantly changing environment and overcome new challenges will determine your ability to deliver great customer service and continued success. But, don’t think you have to do it alone.

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The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

A Path Forward: Leadership Insights for the Modern Organization

CCNG

I’ve always been a glass-half-full guy. And right now that’s been really helpful as there’s plenty of bad news and hard decisions in our lives. But, there's something about a common enemy or a universal challenge that brings out the best of us. Inspires us. Motivates us. As we navigate through our new challenges we are also learning about great acts of humanity, community, creativity, and leadership. And perhaps it offers us a path for moving forward. So today I’d like to talk about leadership.

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Work at Home: Focusing on the People Issues

CCNG

With so much being shared around work-from-home over the past 45 days, we wanted to bring you some insights from our member The Northridge Group, Tina Suthers, senior consultant CX. In this brief video clip Tina focuses on how to support your people during this transition, with some best practices around employee communication, leveraging video tools, the importance of increasing employee engagement and other tips to keep things positive and productive.

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People Are Watching

CCNG

In our previous post, we reviewed the keys to being an effective communicator. We start with a foundation of respect, empathy, reliability, responsiveness, and assurance.

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Who Will Take on the $4 Billion Challenge?

CCNG

“You must spend money to make money.” – Plautus The 2015 CCNG Executive Summit was a success because attendees shared their experiences, both good and not-so-good. So much so that on my flight home, my head spun with industry buzzwords and emerging trends. But one in particular stood out for me: Agent inefficiencies continue to … Continue reading Who Will Take on the $4 Billion Challenge? → Agent Experience Customer Experience featured

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

The Psychology of Service Recovery

CCNG

Our story begins on an unseasonably sunny hot spring day in the Port of Miami. In the chaos that is embarkation, my family dumps two pieces of luggage to a porter to begin a welcomed gorgeous transatlantic cruise. The porter physically writes our cabin number on the luggage tags, attaches said paper tags to our … Continue reading The Psychology of Service Recovery → Customer Experience Customer Service featured

Everyone Has A Story

CCNG

Everyone has a story to tell. Everyone you meet knows something you don’t. We invite CCNG members to share their experiences, stories, and expertise in Contact Center Operations, Customer Engagement, and Customer Service. Most of our bloggers have been in the “trenches” and are willing to share and discuss best practices and tips from the … Continue reading Everyone Has A Story → CCNG Member Network

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Leadership for the New Workforce

CCNG

From the desk of Dr. WFO: On August 3-4, I had the opportunity to participate with a number of great organizations at the CCNG Executive Summit in Fort Worth, TX. Several organizations were represented at the event including: Neat, Kohl’s, HSN, Essilor, Hilton, CareerBuilder, Chase, Texas Workforce Commission, Wells Fargo, Kroger, OpenSpan, InContact, Five9, T … Continue reading Leadership for the New Workforce → CCNG Member Network Leadership featured

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Who Really Delivers Your Brand?

CCNG

A few years ago, I was doing consulting work for a well-known department store chain. They were doing well and were also looking to cut costs. One of the ideas was to contract out their delivery drivers. After some discussion about the numbers, I suggested that doing so would be a mistake. Their customers only … Continue reading Who Really Delivers Your Brand? → Customer Service Employee Engagement featured

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

How to Create the Perfect Service Representative

CCNG

Before I opened a training company, I worked on the frontlines of customer service. I have had positions with direct face-to-face customer service in hospitality, retail, and food and beverage positions. There was a period I answered phones in a call center. This real world experience, coupled with my formal training, I can offer you … Continue reading How to Create the Perfect Service Representative → Employee Engagement Hiring featured

Effective Communication Is Difficult

CCNG

Many people think effective communication is simply lining up the three primary parts of communication – body language, tone, and the actual words we speak. For example, our words may say, “I’d love to hear your story,” but when we keep checking our smartphone for the latest text or Facebook status, well, we’re sending conflicting … Continue reading Effective Communication Is Difficult → Communication Employee Engagement

Speech Analytics: Magic, Mystery or Method?

CCNG

Who doesn’t love a good whodunit? As an avid mystery reader, I enjoy the plot twists and turns and characters that flip-flop between villain and hero. The butler did it – no, that’s too obvious – okay, it has to be the shy and beautiful parlor maid; maybe. The discovery of a cryptic scrawled … Continue reading Speech Analytics: Magic, Mystery or Method? → Customer Experience Speech Analytics

How to Disrupt Your Competition

ShepHyken

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Guest Post: How to Enhance Customer Experience Through Change

ShepHyken

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience.

A Boring Customer Service Experience—That’s What Our Customers Want

ShepHyken

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with.

Reviews Completed on Your Phone Are More Emotional

Beyond Philosophy

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior.

Ritualizing the Customer Experience

ShepHyken

I love hanging around smart people, and my friend Todd Hartley is one of the very smartest. He runs WireBuzz , an agency that uses videos to help their clients sell and service their customers, clients, guests, etc.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Customer Disservice

ShepHyken

One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang the doorbell to inform him his delivery was there.

How Much Does It Cost to Give Great Customer Service?

ShepHyken

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience.

Compare Yourself to the Best

ShepHyken

Stop comparing yourself to the competition. It’s okay to ask yourself, “What are they doing that we aren’t?” However, that can be a dangerous question. I use the word dangerous to warn you that all you are doing is “baseline thinking.” I call it that because it’s at the base.

Guest Post: Transactions Are Dead, But Customers Live On

ShepHyken

This week we feature an article from Geoff Webb, the Vice President of Products at PROS. He explains the importance of building a solid, human relationship with your customers in the digital world. There are no transactions. Not anymore.

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!