CCNG

Best Practices For A Powerful Professional Network: Part 9

CCNG

We close out this series on how to use your professional network to get maximum value from your connections, peer-to-peer interaction, and the collective insight and experience of colleagues.

Best Practices For A Powerful Professional Network: Part 9

CCNG

We close out this series on how to use your professional network to get maximum value from your connections, peer-to-peer interaction, and the collective insight and experience of colleagues.

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The One Where There is No One Ideal Customer

CCNG

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.

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7 Tips to Improve the Customer Experience and Reduce Costs

CCNG

When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

Six Ways To Stimulate Workforce Connectedness And Electrify Employee And Customer Experience

CCNG

Our well-being depends on the quality of our connections with others. According to Yale University lecturer Emma Seppälä, "people who feel more connected to others have lower rates of anxiety and depression.

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Hidden Talent: Tips to Find and Hire Willing Workers

CCNG

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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100+ Customer Experience Stats to Prepare for 2023

CCNG

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business.

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DYNAMIC ORGANIZATIONAL STRUCTURES CAN DRIVE EMPLOYEE RETENTION, YOUR BOTTOM LINE

CCNG

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. Leadership plays a big part in this.

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Best Practices For A Powerful Professional Network: Part 7

CCNG

Each time you engage with your network you are also building (or eroding) your reputation. Paying attention to professional etiquette goes a long way toward adding value and longevity to your network.

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

16 Tactics To Retain Customers While Using A Self-Service Option

CCNG

Many businesses are using self-serve customer service options that make their customers more happy and feel empowered enough to keep returning to those businesses. The self-serve option helps customers personalize their wants and makes it easier for them by simply doing it themselves.

The Great Re-Think

CCNG

Summer is typically a slower time of year for many organizations. It is time to recharge and prepare for the challenges and opportunities found in subsequent quarters. For many contact center operators, it is a time to prepare for Q4 and the fast-approaching holiday season.

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Why do we need another video series for the Contact Center and CX industry?

CCNG

As an avid reader, listener and consumer of contact center and CX industry news and insights, I have been actively trying to figure out how to provide value to the industry through multiple mediums.

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Best Practices For A Powerful Professional Network: Part 6

CCNG

Who of us wants to watch a football game where everyone stands on the sidelines? Or a baseball game where the players never leave the dugout. Your network offers a similar arena where value comes from active participation. Get in the game. Step onto the field.

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

Best Practices For A Powerful Professional Network: Part 5

CCNG

You’ve heard me say the most powerful-- and overlooked-- tool in the contact center is your professional network. Some of the most underutilized ways to leverage your connections and colleagues come from engaging the internal aspects of your network.

The One With The Mad Max World of Travel Today

CCNG

Recently, I had the opportunity to sit down with Mindy Lentz, Director of Customer Care at Hilton, to discuss the crazy world of travel today. In this episode, Mindy shared stories of the travel chaos.but more importantly, how it affects the Hilton agents.

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Best Practices For A Powerful Professional Network: Part 4

CCNG

?Seeds and relationships must be nurtured in order to grow strong and bear fruit. After you make a new connection it will need some periodic tending if you want to reap the rewards down the line. Treat your network like a garden.

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.

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!

Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience.

2020 Business and Customer Service Experience Trends

CCNG

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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Are you hiring applicants or candidates?

CCNG

Recently my financial institution requested that I complete a document, sign it, and return it to them via Fax. I laughed out loud when I read their request. Who uses faxes anymore? I sent it to them in a PDF file via email which satisfied their request. Some organizations are slow to change.

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AI Analytics: Overcoming the Limitations of Traditional Engagement

CCNG

What data are you using and where is it coming from? Depending on its source, time, and ?environment, environment, data changes in value as it reckons with the moment in time it’s used.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Best Practices For A Powerful Professional Network: Part 3

CCNG

Connectivity continues to shrink our world, and in the process transform businesses and industries. The potential benefit from collaborative problem solving, distributed innovation, and cross industry learning is more compelling than ever. ?We

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

CCNG

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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Creating Location Inclusion

CCNG

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.

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Best Practices For A Powerful Professional Network: Part 2

CCNG

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.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Must-Have Workflow and Productivity Contact Center Tools for 2022 and Beyond

CCNG

Many businesses start their fiscal new year on July 1…which is coming up fast! ? ???If

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The Great Resignation

CCNG

The impact of COVID is receding in the US, and workers for the first time in years are leaving their jobs in record numbers. In April of 2021 the number of workers who quit their job in a single month broke an all-time U.S.

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Best Practices For A Powerful Professional Network

CCNG

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.

Cloud Based Solutions, the Contact Center and Future of AI

CCNG

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.

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Authentic eLearning Localization: Challenges and Best Practices

Speaker: Chris Paxton McMillin, President of D3 Training Solutions

People prefer to learn in their native language, so localizing eLearning helps genuinely engage learners and gives them that much-needed sense of inclusion. In this exclusive webinar with Chris Paxton, learn how to ensure that authentic translation and localization work for your organization!

The Recruitment Tsunami

CCNG

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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RTO: 5 Reasons to Ruthlessly Prioritize during the Hybrid Work Transition

CCNG

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.

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Who Is Today's Call Center Agent?

CCNG

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home.

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.

A Strategic Guide to Community Gamification

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.