Call Center, CCNG and Management - Customer Contact Central

Speech Analytics 101: Understanding The Basics

CCNG

MAY 8, 2024

Customer calls provide invaluable insights into customer experience, call center processes, service quality, and emerging trends within the industry. However, due to the high call volume, manual analysis of these calls becomes impractical, which prevents revealing such insights. What is Speech Analytics?

Analytics

Analytics CCNG Quality management Call Center

Planning for the call center hybrid workforce

CCNG

JANUARY 19, 2021

In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres. Richard Kenny is an 18 year veteran of the contact center industry, working as the Senior Product Marketing Manager, Contact Centre & Unified Communications for Poly (formerly Plantronics).

Call Center

Call Center CCNG Contact Center Feedback

The Best CX is Created by the Best EX

CCNG

JANUARY 17, 2024

I felt bad, as I had convinced him to try a career in Call Centers since he didn’t have a college degree and had asked me for career advice. I had started on the phones myself and knew that Call Centers are still one of the few places you can earn your way up the ladder without having a degree.

CCNG

CCNG Calibration Employee engagement Call Center

Webinars

How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

MORE WEBINARS

Who Is Today's Call Center Agent?

CCNG

MAY 11, 2022

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place? Let's jump right in. ?

Call Center

Call Center outsourcing Agent burnout Business Process Outsourcing

The Contact Center is the Core of any Truly Connected Enterprise

CCNG

AUGUST 5, 2021

Once the rest of the organization realizes the gold mine of data that the contact center can provide, it can only get better from there. Now you can start to include the next-level tech that is revolutionizing how our industry (the call center) is perceived. uttered by other departments. Let's make that a distant memory.

Enterprise

Enterprise Contact Center CCNG Call Center

Call Center Metrics and KPIs to Measure Performance and Productivity

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

Call Center Metrics At home agents Average Handle Time

THE ADDED VALUE OF TEAM EQUITY IN CONTACT CENTERS

CCNG

APRIL 19, 2023

This approach will allow supervisors to effectively and efficiently manage their teams. The team will have confidence their supervisor is managing with integrity and fairness. Also, contact centers should ensure each supervisor/team manager has the skills, attitudes, zeal, and basic desire to manage people.

Contact Center

Contact Center CCNG Coaching Call Center

WFM: The Missing Link in Your Strategic Vision

CCNG

NOVEMBER 1, 2023

Our insight into the intricacies of agent management and scheduling positions us to contribute significantly to strategic planning discussions. 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.

CCNG

CCNG Analytics Employee engagement Contact Center

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. We will continue to update this contact-center-centric resource as new information becomes available.

Contact Center

Contact Center CCNG Best practices Government

Working Remotely: Confessions of a virtual leader

CCNG

OCTOBER 6, 2020

At the time, as Director of the global learning group, I was only holding large group meetings monthly and relying on the managers of the teams to hold weekly meetings to keep groups connected. As a consultant Kerry Meyer is a CCNG Academy member helping members by sharing experience and knowledge in contact center and customer care.

CCNG

CCNG outsourcing Surveys Coaching

8 Customer Service Networks You Need to Follow in 2019

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. Learn more about it here.

CCNG

CCNG Customer Service Education Contact Center

The Future of Contact Centers is Here

CCNG

MARCH 23, 2021

Agent turnover is a reality: Agents don't stay for very long.

Contact Center

Contact Center Average Handle Time Interactive Voice Response outsourcing

Customer-Centric Cultures are Made of This

Beyond Morale

SEPTEMBER 30, 2013

Two of my most active associations are the Customer Experience Professionals Association ( CXPA ) and the Call Center Network group ( CCNG ). Conflict Management. Difference Management. I participate in various events with different associations. Motivation. More than Sweet Dreams.

Customer centricity

Customer centricity Employee engagement CCNG Construction

Seven Ways to Deliver Leading Digital Customer Service

CCNG

JUNE 21, 2023

Customer service that’s built on a voice-centric call center infrastructure can’t meet current demands. Design and manage omnichannel experiences. Modern contact centers support many digital channels, touchpoints and interaction modes. Customer context management tools can help. Simplify your agents’ workflows.

Customer Service

Customer Service CCNG Self service Automotive

Forgotten Yet Key Source for Contact Center Best Practices

CX Global Media

SEPTEMBER 5, 2018

Because I know how valuable it can be to you, I was thrilled to meet up with Daniel Weiss of 8×8 at a CCNG networking event Coca-Cola Consolidated’s contact center in Charlotte, North Carolina and ask him some questions about his participation and what he learned. Here is an edited transcript of my interview. Thanks Daniel.

Best practices

Best practices Contact Center CCNG Coaching

100+ Customer Experience Stats to Prepare for 2023

CCNG

OCTOBER 19, 2022

Gartner, 2022) CX programs that exceed management expectations are 2.3 times more revenue growth than those managing it as a cost center. 56% of CEOs and 66% of top managers are involved in Customer Experience activities according to the employees. said they are likely to switch after a negative call center experience.

Customer Experience

Customer Experience Journey mapping Metrics Surveys

5 Ways to Leverage WFM Software to Reduce Agent Burnout

CCNG

MAY 4, 2022

. -- At roughly one year, the average customer support agent between the ages of 20 and 34 stays at a single job for a much shorter time than other employees. -- The turnover rate on average for a call center agent is somewhere between 30 and 45%, which is almost double the rate of other departments.

Agent burnout

Agent burnout Contact Center Call Center Personalization

5 Teams Coca-Cola Created That Blows the Top Off Employee Engagement

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

Employee engagement CCNG Contact Center Education

Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

CX Global Media

JULY 11, 2019

The Speaker Lineup for the Leadership that Engages sessions are: OPENING SESSION – Leadership that Engages in Contact Centers. David Hadobas CEO, CCNG. David Hadobas shares contact center industry opportunities on leadership and engaging employees in contact centers and common mistakes to avoid.

Contact Center

Contact Center CCNG Morale Coaching

Customer Contact Central

Speech Analytics 101: Understanding The Basics

Planning for the call center hybrid workforce

Webinars

Trending Sources

The Best CX is Created by the Best EX

Webinars

Who Is Today's Call Center Agent?

The Contact Center is the Core of any Truly Connected Enterprise

Call Center Metrics and KPIs to Measure Performance and Productivity

THE ADDED VALUE OF TEAM EQUITY IN CONTACT CENTERS

WFM: The Missing Link in Your Strategic Vision

Contact Center Industry Perspectives and Resources

Working Remotely: Confessions of a virtual leader

8 Customer Service Networks You Need to Follow in 2019

The Future of Contact Centers is Here

Customer-Centric Cultures are Made of This

Seven Ways to Deliver Leading Digital Customer Service

Forgotten Yet Key Source for Contact Center Best Practices

100+ Customer Experience Stats to Prepare for 2023

5 Ways to Leverage WFM Software to Reduce Agent Burnout

5 Teams Coca-Cola Created That Blows the Top Off Employee Engagement

Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

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