CCNG

SEPTEMBER 13, 2023

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. For more information on CCNG member hosted events, please visit CCNG.com/Events.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. A consultant can be a sounding board for ideas.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

DECEMBER 6, 2020

We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). Veteran consultants with experience to guide clients through complex projects and transition to cloud.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

CCNG

OCTOBER 19, 2022

Watermark Consulting, 2018) Only 14% of companies measure the ROI of Customer Experience. NICE inContact, 2018) Contact center performance drives both loyalty and churn. 90% of consumers said they are likely to stay loyal after a positive call center experience; 73.7% Deloitte, 2021) 80.1%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner.

Contact Center 120

Contact Center CCNG Morale Coaching 120