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When to Call a Contact Center Consultant…

CCNG

Migration from cost center to revenue center In the continual drive to do more with less, more contact centers are moving from being a cost center to a profit center by moving from pure customer support, to a sales focused center. Eric Berg is a CCNG Academy member with a consultant focus on Contact Center Technology and Work at Home.

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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.

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100+ Customer Experience Stats to Prepare for 2023

CCNG

56% of CEOs and 66% of top managers are involved in Customer Experience activities according to the employees. Lumoa , 2018) Only 13% of companies believe that HR has an impact on Customer Experience activities in the company. 44% of respondents’ organizations plan to use journey analytics more, as well.

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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. Through three decades of CCNG’s evolution, David has guided CCNG and its members through different modalities of facilitation and communication.