Best practices and CCNG - Customer Contact Central

Contact Center Metric Best Practices in 2021

CCNG

JULY 7, 2021

With the pandemic finally starting to ease off, it is a good time to re-evaluate the industry best practice metrics for Contact Centers. In speaking with many executives over the years, they have questioned how these metric best practices evolved. Are they still appropriate for your particular line of business?

Best practices

Best practices Contact Center Metrics CCNG

Best Practices For A Powerful Professional Network: Part 9

CCNG

DECEMBER 1, 2022

The best-practices we’ve covered give you a great foundation for building, leveraging and sustaining a truly powerful professional network. These best-practices have come from decades working alongside top people in customer service and support. Your network is a valuable source of fresh perspectives and new ideas.

Best practices

Best practices CCNG Personalization Customer Service

Best Practices For A Powerful Professional Network: Part 4

CCNG

AUGUST 3, 2022

Connect frequently with your professional network to stay abreast of new developments and best practice concepts beyond your core markets. For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Share ideas and experience.

Best practices

Best practices CCNG Marketing Personalization

Best Practices For A Powerful Professional Network: Part 5

CCNG

AUGUST 17, 2022

For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Check back for more ways you can build a truly powerful professional network. ?For You’ll get a pdf you can save and share, and immediate access to the content online.

Best practices

Best practices CCNG Enterprise Contact Center

Best Practices for Keeping Remote Employees Engaged

Speaker: Dave Hoekstra, Calabrio

The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged.

Employee engagement

Best Practices For A Powerful Professional Network: Part 7

CCNG

OCTOBER 5, 2022

For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Check back next week for more ways you can build a truly powerful professional network. You’ll get a pdf you can save and share, and immediate access to the content online.

Best practices

Best practices CCNG

Best Practices For A Powerful Professional Network: Part 3

CCNG

JULY 6, 2022

And industry benchmarking, trend analysis, and best practices all help shape your strategic decisions. For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Lon Hendrickson is the Executive Director of the CCNG Magnet Program.

Best practices

Best practices CCNG Benchmark Consulting

Best Practices For A Powerful Professional Network: Part 6

CCNG

AUGUST 31, 2022

To view previous posts in this Best Practices for a Powerful Professional Network series, please use the following links: Part 1: The Simple Truth and The Golden Rule Part 2: Expand Your View Part 3: Accelerate Decision Making Part 4: Proactive Care and Attention Part 5: Inside Strategies Lon Hendrickson is the Executive Director of the CCNG Magnet (..)

Best practices

Best practices CCNG Personalization

Best Practices For A Powerful Professional Network: Part 2

CCNG

JUNE 15, 2022

For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Lon Hendrickson is the Executive Director of the CCNG Magnet Program. Check back next week for more ways you can build a truly powerful professional network. ?For

Best practices

Best practices CCNG Consulting Consulting

CCNG Member Talk - Employee Engagement

Speaker: Charity Grzelecki, FNOL Supervisor, Selective Insurance

CCNG member Charity Grzelecki of Selective Insurance shares insights and perspectives relating to Selective's best practices for employee engagement.

CCNG

3 Best Practices for Remote and On-Premise Agent Support

CCNG

AUGUST 18, 2020

Kathryn Jackson recently talked with CCNG members during a Town Hall working through new challenges associated with COVID changes shifting to remote workers. Kathryn shares three best practices in supporting agents working either remotely or on-premise in the healthcare contact center operations of her client.

Best practices

Best practices CCNG Healthcare Contact Center

Employee Engagement, are we still tripping over the same rocks?

CCNG

MARCH 22, 2023

In a recent CCNG member Town Hall event, members Vicki Brackett and Kevin Zyskowski led a discussion on improving employee engagement. Here are some best practices for leaders to actively engage front line employees and gig workers, and why those strategies can have a positive impact on the organization.

Employee engagement

Employee engagement CCNG First call resolution Contact Center

Achieving a Service Level of 90% with a Brand New Remote Contact Center in Less than 120 Days

CCNG

FEBRUARY 8, 2023

Jason Mercer-Pottinger is a multi year CCNG magnet member and regular contributor on Town Hall member events. For full access to this Town Hall recording and other past CCNG programs, please visit our BrightTalk channel - Contact Center and Customer Care Best Practices.

Service level

Service level CCNG Contact Center Healthcare

Listen, Learn, Laugh – The Contact Center Show

CCNG

MARCH 16, 2022

We decided to share our successes (and failures) – based upon three goals: 1) To share our experience around industry best practices, 2) To share our failures – and hopefully point out the holes we have stepped in to help you avoid our mistakes, and 3) To share our number one goal which is, and always has been, to have fun.

Contact Center

Contact Center CCNG Best practices Consulting

Unleash The Power of Your Employees and Watch Your Business Thrive on Your Path to Rock-Solid Employee Engagement & Development

CCNG

NOVEMBER 22, 2023

Leverage employee strengths to spread best practices and show employees that you value their knowledge. CCNG member Simone Forman is a 25 year customer care veteran leading and fostering highly collaborative relationships across contact center organizations. Add a game to an existing incentive to make it more exciting.

Employee engagement

Employee engagement CCNG Best practices Surveys

The Contact Center is the Core of any Truly Connected Enterprise

CCNG

AUGUST 5, 2021

Dave Hoekstra is a Product Marketing professional with Calabrio (CCNG corporate member) and recently led a CCNG member Town Hall discussion on the modern approach to the enterprise contact center.

Enterprise

Enterprise Contact Center CCNG Call Center

Work at Home: Focusing on the People Issues

CCNG

JUNE 26, 2020

In this brief video clip Tina focuses on how to support your people during this transition, with some best practices around employee communication, leveraging video tools, the importance of increasing employee engagement and other tips to keep things positive and productive.

CCNG

CCNG Employee engagement Best practices Customer Care

The Best CX is Created by the Best EX

CCNG

JANUARY 17, 2024

The C’s of Success™ is a scalable program developed by Adam Boelke, an award-winning former VP with over 30 years of experience overseeing global call center operations for Fortune 500 companies and others and provides a proactive approach proven to create a culture of engagement that delivers bottom-line results.

CCNG

CCNG Calibration Employee engagement Call Center

EMBRACE THE NEW AGE OF KNOWLEDGE AND YOUR COMPANY WILL BE ABLE TO PIVOT AND SURVIVE

CCNG

JANUARY 31, 2024

Some organizations don’t have the expertise and knowledge of best practices. With a systematical approach and knowledge best practice, a company can experience better worker productivity and mental health while reducing training times for new hires.

CCNG

CCNG Self service Best practices Chatbots

Lean On The Collective Knowledge of Your Network

CCNG

JULY 11, 2020

Industry benchmarks, trend analysis, and accepted best practices all help shape your strategic decisions. But understanding how these data are effectively applied in your unique business context is a complex issue--one that is best achieved through candid dialogue among peers. Make the commitment to reach out to yours.

CCNG

CCNG Benchmark Contact Center Customer Care

Your Hybrid Work Environment is Causing Stress and Burnout

CCNG

APRIL 26, 2023

Employers must educate staff on self-care and stress management best practices , and allow time for each. Lisa Hammett is a new CCNG contributor, a Wellness Coach helping thousands of members achieve their health and wellness objectives. For example, team meetings are every Tuesday. If this is resonating, let’s chat.

CCNG

CCNG Coaching Education Best practices

From Chaos to Excellence: Lessons from Two Decades of Contact Center Transformations: How to Avoid your Service Transformation Going Off the Rails

CCNG

AUGUST 2, 2023

My primary aim is to guide you through the pitfalls and offer best practices, so get ready to uncover valuable insights that can shape your contact centre's success. Let's make this series a collaborative journey! Comment below with your thoughts, experiences, or even challenges you've faced in contact centre transformations.

Contact Center

Contact Center CCNG Best practices Technology

THE ADDED VALUE OF TEAM EQUITY IN CONTACT CENTERS

CCNG

APRIL 19, 2023

The best practice is to spread the wealth of top performers and the challenge of lacking performers. Gwen has a passion for customer service and helping contact center leaders in her consulting practice, is a new CCNG member and is the author of the book - Call Center: A Focus on Customer Service.

Contact Center

Contact Center CCNG Coaching Call Center

Customer Service Isn’t the Cost You Want to Cut

CCNG

JANUARY 11, 2023

When it comes to customer service and customer experience today, what is the best approach for organizations to prepare for success? Here are a few best practices to ensure they are ready: The Three E’s: Educate (or train), engage, and empower your staff (or agents) to address all customer queries.

Customer Service

Customer Service CCNG Education Self service

When to Call a Contact Center Consultant…

CCNG

MAY 27, 2021

Bring in Expertise – Wealth of knowledge Although you are the expert on everything about your company, center and customer, an outside consultant can bring in expertise on industry best practices for a variety of workstreams. Identify Gaps or problems – Find the Problem Consultants conduct full 360 reviews of your contact center.

Consulting

Consulting Consulting Contact Center Gamification

Everyone Has A Story

CCNG

JUNE 1, 2015

We invite CCNG members to share their experiences, stories, and expertise in Contact Center Operations, Customer Engagement, and Customer Service. Most of our bloggers have been in the “trenches” and are willing to share and discuss best practices and tips from the … Continue reading Everyone Has A Story →

CCNG

CCNG Best practices Contact Center Customer Service

Four Hybrid Workforce Best Practices to Implement in 2024

CCNG

FEBRUARY 28, 2024

They weren’t prepared for a quick transition to remote work, nor had hybrid workforce best practices laid out and ready to go. So, how do you make hybrid work a practical option for your employees in the long term? What are some of the hybrid workforce best practices you should consider adopting for 2024?

Best practices

Best practices CCNG Technology Surveys

Contact Center Industry Perspectives and Resources

CCNG

JULY 12, 2020

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.

Contact Center

Contact Center CCNG Best practices Government

DYNAMIC ORGANIZATIONAL STRUCTURES CAN DRIVE EMPLOYEE RETENTION, YOUR BOTTOM LINE

CCNG

OCTOBER 12, 2022

Who’s determining a new best practice? And lastly, could the new best practice be a dynamic organizational structure? Vicki Brackett is a long time CCNG member / advocate, recognized as a subject-matter expert on virtual/work-at-home environments and leadership development. Does that structure support their goals?

Coaching

Coaching CCNG Employee engagement Best practices

8 Customer Service Networks You Need to Follow in 2019

Fonolo

MARCH 6, 2019

Since brands acknowledge that customers still make significant use of the voice channel and have responded by keeping call centers in place, they require professional support and information exchange to keep them in the know on best practices and latest trends. CCNG does just that. Read on to learn about (and bookmark!)

CCNG

CCNG Customer Service Education Contact Center

Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)

CCNG

JANUARY 4, 2023

However, the proper knowledge management technology, implemented with best practices, can bring very high return on investment, boost AX, and improve service quality and compliance. Bruce Belfiori is CEO of Benchmark Portal LLC, resource partner to CCNG providing content, studies, insights and more for contact center leaders.

Customer Experience

Customer Experience Contact Center CCNG Self service

Forgotten Yet Key Source for Contact Center Best Practices

CX Global Media

SEPTEMBER 5, 2018

Your solution provider can be a key source for discovering the contact center best practices , so make sure their activity in contact center learning opportunities like networking events and education are part of your decision criteria. We just participated in a CCNG networking event which was absolutely phenomenal.

Best practices

Best practices Contact Center CCNG Coaching

Hearing the Voice of Our Customers and Partners: The Value of Exchanging

Altitude

OCTOBER 29, 2018

Designed for customer experience and contact center decision makers, the Altitude Xchange is the place to share best practices, evaluate real-world solutions, get insights and discuss new ideas.

Best practices

Best practices Contact Center Customer Experience Management

Best Practices For A Powerful Professional Network: Part 8

CCNG

OCTOBER 26, 2022

Benchmarks, research and industry best-practices all help shape strategic decisions. Understanding how information applies in your environment is often best achieved through candid conversation with peers. For a complete list of all 24 best practices you can use this link for a copy of the full white paper.

Best practices

Best practices CCNG Benchmark Personalization

Customer Contact Central

Contact Center Metric Best Practices in 2021

Best Practices For A Powerful Professional Network: Part 9

Trending Sources

Best Practices For A Powerful Professional Network: Part 4

Best Practices For A Powerful Professional Network: Part 5

Best Practices for Keeping Remote Employees Engaged

Best Practices For A Powerful Professional Network: Part 7

Best Practices For A Powerful Professional Network: Part 3

Best Practices For A Powerful Professional Network: Part 6

Best Practices For A Powerful Professional Network: Part 2

CCNG Member Talk - Employee Engagement

3 Best Practices for Remote and On-Premise Agent Support

Employee Engagement, are we still tripping over the same rocks?

Achieving a Service Level of 90% with a Brand New Remote Contact Center in Less than 120 Days

Listen, Learn, Laugh – The Contact Center Show

Unleash The Power of Your Employees and Watch Your Business Thrive on Your Path to Rock-Solid Employee Engagement & Development

The Contact Center is the Core of any Truly Connected Enterprise

Work at Home: Focusing on the People Issues

The Best CX is Created by the Best EX

EMBRACE THE NEW AGE OF KNOWLEDGE AND YOUR COMPANY WILL BE ABLE TO PIVOT AND SURVIVE

Lean On The Collective Knowledge of Your Network

Your Hybrid Work Environment is Causing Stress and Burnout

From Chaos to Excellence: Lessons from Two Decades of Contact Center Transformations: How to Avoid your Service Transformation Going Off the Rails

THE ADDED VALUE OF TEAM EQUITY IN CONTACT CENTERS

Customer Service Isn’t the Cost You Want to Cut

When to Call a Contact Center Consultant…

Everyone Has A Story

Four Hybrid Workforce Best Practices to Implement in 2024

Contact Center Industry Perspectives and Resources

DYNAMIC ORGANIZATIONAL STRUCTURES CAN DRIVE EMPLOYEE RETENTION, YOUR BOTTOM LINE

8 Customer Service Networks You Need to Follow in 2019

Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)

Forgotten Yet Key Source for Contact Center Best Practices

Hearing the Voice of Our Customers and Partners: The Value of Exchanging

Best Practices For A Powerful Professional Network: Part 8

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