CCNG

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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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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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.

2022 Contact Center Buyers' Guide

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.

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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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.

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.

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5 Ways to Leverage WFM Software to Reduce Agent Burnout

CCNG

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.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

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.

I’m Not Going to Be Able to Make Payroll – Can You Hold Your First Paycheck?

CCNG

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.

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Seek and Share Truth to Boost Employee and Customer Experience

CCNG

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge.

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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.

The Rut…

CCNG

??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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The New Digital Landscape for Next-Gen CX

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.

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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Retaining Your #1 Asset Through Leadership & Culture

CCNG

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.

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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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The Supervisor Cadence – Does It Drive the Wrong Behavior?

CCNG

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.

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How to Prevent Brand Ambassador Burnout

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.

Serve the Customer as They Want to be Served!

CCNG

?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.

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Cloud Based Solutions, the Contact Center and Future of AI

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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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Listen, Learn, Laugh – The Contact Center Show

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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.

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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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Why Great CSMs Lead to Great Revenue Pipeline

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.

The One With All the Gold Dust

CCNG

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.

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3 Strategies to Reduce Work-at-Home Employee Attrition

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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).

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How to Turn Why Into ROI…

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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’.

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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.

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Developing Valuable Community-Based Advocacy Programs

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.

2020 - The Year (NOT!) Everything Changed

CCNG

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?

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Evaluating Your Contact Center Disciplines

CCNG

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?”

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

CCNG

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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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.

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The 5 Stages of Account-Based Marketing — and How to Win Them All

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.

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

CCNG

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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The Contact Center is the Core of any Truly Connected Enterprise

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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.

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

CCNG

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

CCNG

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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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.