CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Times have changed, and where necessary, call center and BPO metrics must change with them.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CCNG

MARCH 23, 2021

Over the last 20 years, the Internet has allowed companies to outsource or offshore their contact centers overseas. Customers have poor experiences, which negatively affects the customer's experience: The more mundane the calls, the harder it is for agents to stay focused and engaged. Autonomous contact centers.

Contact Center 195

Contact Center Average Handle Time Interactive Voice Response outsourcing 195

CCNG

NOVEMBER 1, 2023

Three – Early Adoption of Data-Driven Decision-Making: Long before the term “data-driven” became popular, WFM teams have relied on data and analytics to optimize call center operations. And that’s a strategic advantage! Let’s work together to elevate the role of WFM and drive positive change within our organizations.

CCNG 195

CCNG Analytics Employee engagement Contact Center 195

CCNG

JUNE 16, 2021

I spoke in detail with CCNG President David Hadobas and IV.AI CEO Vince Lynch about how senior executives and call center stakeholders should be thinking about this. This is the one biased data point we don’t see as problematic. Owen McGrath is Head of US Sales with IV.AI

CCNG 221

CCNG Government Healthcare Enterprise 221

CCNG

FEBRUARY 1, 2023

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

Fonolo

MARCH 6, 2019

The Contact Center Network Group supports a vital part of the customer service industry: Call centers. CCNG does just that. Follow along as they provide webinars, events, and resources that will up your contact center game this year. You can learn about their upcoming events here.

CCNG 102

CCNG Customer Service Education Contact Center 102

CCNG

OCTOBER 6, 2020

As a consultant Kerry Meyer is a CCNG Academy member helping members by sharing experience and knowledge in contact center and customer care.

CCNG 195

CCNG outsourcing Surveys Coaching 195

CX Global Media

AUGUST 28, 2018

Contact centers around the world face similar challenges, yet so many continue to work in silos. Many contact center leaders have an opportunity to accelerate their success by collaborating with others. Jim Rembach : Hey this is Jim with Fast Leader Show and Call Center Coach and I’m here with David Hadabos of CCNG.

CCNG 136

CCNG Contact Center Chief Customer Officer Coaching 136

CX Global Media

SEPTEMBER 5, 2018

I’ve been very fortunate to have gained different perspectives in the contact center industry. 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.

Best practices 174

Best practices Contact Center CCNG Coaching 174

CCNG

JUNE 21, 2023

Customer service that’s built on a voice-centric call center infrastructure can’t meet current demands. Modern contact centers support many digital channels, touchpoints and interaction modes. In these cases, reaching your contact center should be easy. This creates a seamless customer journey.

Customer Service 195

Customer Service CCNG Self service Automotive 195

Beyond Morale

SEPTEMBER 30, 2013

I spend a lot of my life working with customer experience and contact center leaders. Two of my most active associations are the Customer Experience Professionals Association ( CXPA ) and the Call Center Network group ( CCNG ). Everybody is looking for it.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

CCNG

MAY 4, 2022

The life of a contact center agent isn’t easy. Given this information, what can contact centers do to help reduce agent churn and keep agents employed? Because of this, more contact centers are implementing shift bidding solutions to provide agents with input around when they work.

Agent burnout 195

Agent burnout Contact Center Call Center Personalization 195

CCNG

OCTOBER 19, 2022

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% said they are likely to switch after a negative call center experience. Deloitte, 2021) 80.1%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CX Global Media

SEPTEMBER 10, 2018

Contact centers are built on processes and systems that need to be managed and led. At the Coca-Cola Consolidated Contact Center in Charlotte, North Carolina their employee engagement system consists of five teams that make for a special formula. Who just hosted a fantastic event with CCNG.

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

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