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Alcon Hosts Contact Center Leaders at Recent CCNG Regional Networking Event!

CCNG

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.

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When to Call a Contact Center Consultant…

CCNG

In this article, we will provide a summary of many situations where a Contact Center Consultant could provide immense value. A consultant can be a sounding board for ideas. Identify Gaps or problems – Find the Problem Consultants conduct full 360 reviews of your contact center. This is what they do.

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3 Strategies to Reduce Work-at-Home Employee Attrition

CCNG

You can give them credit for a particular slide, for the analytics in the graph, or even the illustration on the slide if it’s really creative. Another approach is to choose someone that you would not normally ask to collaborate with. Work on the project together, and give them specific acknowledgment as you both are presenting.

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2021 Reality Check – New Technologies Available in the Contact Center

CCNG

Next in line, there was a 5-way tie for the following capabilities: Omni Channel, Speech Analytics (word or sentiment recognition), Proactive Notifications, Chat Bots, and Intelligent routing to match best agent for each call. Veteran consultants with experience to guide clients through complex projects and transition to cloud.

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100+ Customer Experience Stats to Prepare for 2023

CCNG

Watermark Consulting, 2018) Only 14% of companies measure the ROI of Customer Experience. Gartner, 2022) Over 50% of CX professionals say their organization is planning to use predictive analytics and artificial intelligence ‘somewhat’ or ‘significantly’ more than they were doing so last year.

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Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

CX Global Media

David Hadobas CEO, CCNG. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. CCNG’s mission to provide a community for member-driven agendas, topics, events and conversations provides true peer learning for contact center management.