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High Stakes Game - Keeping Your Data Safe in A Post GDPR World

Altitude

MAY 3, 2018

Customer Service Contact Center GDPR Data Protection Data Security CCNG Customer Contact Central Data PrivacyData protection has always been important. Now it’s becoming urgent. The enforcement of the European General Data Protection Regulation (GDPR) from May, coupled with the continued growth in data breaches is driving the adoption of better data protection technology. MORE

Technology CCNG Personalization Contact Center 54
>

During Times of Crisis, the Best Investment is CX

CCNG

SEPTEMBER 23, 2020

Listen below to the recent CCNG Town Hall where Bob started things off and the subsequent member discussions included some great perspectives on technology, contact center staffing, outsourcing, customer experience and investing for the future. MORE

CCNG outsourcing Employee engagement Consulting 195
>

“I sent you a message!” “Really? Where? Facebook, SMS, Whatsapp, Gmail or Snapchat?”

Altitude

OCTOBER 7, 2016

Contact Center Trends Contact Center Performance Customer Service Social Customer Service Interconnectivity contact centers omnichannel services CCNG Customer Contact CentralCalls over Skype and Whatsapp. Messages over Google Hangouts and Facebook. Posts and Tweets. It really can get confusing sometimes, can´t it? I know from my own experience that sometimes when I haven’t had time to reply to a message right away, I´m having a hard time finding on which platform I had received it. MORE

CCNG Contact Center Customer Service 54
>

It´s The Most Wonderful - And Busiest - Time Of The Year

Altitude

NOVEMBER 21, 2018

Customer Journey Customer Experience Black Friday Cyber Monday Customer Service customer loyalty workforce management contact center solution Contact Center multichannel omnichannel empower agents FCR Agent Desktop security CCNG Customer Contact Central AltitudeHow to ace customer journey to – and from- Black Friday and Cyber Monday. MORE

CCNG contact center solutions Multichannel Contact Center 40
>

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

CX Global Media

SEPTEMBER 10, 2018

I was introduced to the system when Joachim “Joe” Rogers , the senior director of customer care for Coca-Cola Consolidated, shared it at a CCNG regional meeting. Who just hosted a fantastic event with CCNG. Contact Center Events Contact Center Performance CCNG Coca-Cola contact center industry employee engagement networkingContact centers are built on processes and systems that need to be managed and led. MORE

Employee engagement CCNG Education Coaching 163
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Lean On The Collective Knowledge of Your Network

CCNG

JULY 11, 2020

We at CCNG have always believed the most powerful--and underutilized--tool in the contact center is your personal professional network. At CCNG, we know strong brands are built on exceptional customer care. In less than 90 days the world changed and customer care changed with it. MORE

CCNG Benchmark Customer Care Contact Center 195
>

Applying Lessons Learned During this Pandemic to Next Level Customer Care 

CCNG

AUGUST 21, 2020

Listen below to Pam’s 7 minute kickoff talk during a recent CCNG town hall event MORE

CCNG Customer Care outsourcing Contact Center 195
>

Acceptance and Fun - Keys for Supporting Your Virtual Team

CCNG

SEPTEMBER 29, 2020

CCNG members have shared ideas on how they engage and work with remote agents keeping things fun and engaging. So how are customer support operations adjusting to the new virtual work environment over inhouse work environment? MORE

CCNG Quality management Customer Support Customer Service 195
>

Creating a Culture of Exceptional Service

CCNG

SEPTEMBER 17, 2020

Recently David led a CCNG Town Hall discussion how creating a culture of exceptional service comes from excelling in the four cornerstone areas: People, Leadership, Processes, & Systems. MORE

CCNG Coaching CRM Accountability 195
>

The on-demand Society needs a new Contact Center model

Altitude

AUGUST 31, 2017

Contact Center Customer Experience Customer Journey omnichannel on demand society Customer Management industry CCNG Customer Contact CentralThe only way through which a Company can come close to our demands in this new society on demand is by trying to anticipate to the customer’s behavior, shaping it and getting the most appropriate tools in order to enhance those sequences of interactions or “golden moments”. This is what we call Customer Journey. MORE

Contact Center CCNG Management Customer Experience 43
>

Can a Contact Center be a “Deep Learner”?

Altitude

FEBRUARY 27, 2018

Customer Service Contact Center artificial intelligence deep learning tech series AI chat bot CCNG Customer Contact CentralOnce upon a time there was a 1400-year-old game called “Chess” and the world chess champion, Garry Kasparov, loosing against an IBM supercomputer called “ Deep Blue ”. This was in 1997. Since then the artificial intelligence (AI) love with chess has never vanished, with the machines becoming more skillful and playing tournaments between themselves. MORE

Contact Center CCNG Customer Service 63
>

GDPR is a reality. What now?

Altitude

MAY 25, 2018

GDPR Data Protection Customer Management industry CCNG Customer Contact Central Data Privacy databases informationSo, it is a reality. May 25 came. G DPR took effect. Most of the organizations databases shrunk immensely (unless these organizations were really thorough and did a great job during years cleaning their email lists and only keeping those with consent). MORE

CCNG Management 40
>

Are you GDPR Ready? 10 Questions You Should Be Asking

Altitude

OCTOBER 27, 2017

Contact Center GDPR Data Protection Data Security Privacy Data Breach CCNG Customer Contact CentralT he European General Data Protection Regulation (GDPR) takes effect on May 25, 2018, and it aims to create a stronger, harmonized data protection legal framework throughout the European Union, with the aim of giving citizens more control over their personal data, while imposing strict rules on companies who host and process this data. MORE

Personalization CCNG Contact Center 40
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Why Digital Transformation Means That Contact Center Solutions Are for Everyone Now

Altitude

NOVEMBER 29, 2017

social media Contact Center Customer Experience Chat start-ups Digital Transformation SME’s ecommerce voice CCNG Customer Contact CentralEvery day, start-ups and other innovative businesses are coming up with new business models that highlight how digital transformation is changing sales, marketing and customer service in all industries. MORE

contact center solutions Sales Contact Center Marketing 46
>

What we brought to our customers in 2017 (and a sneak peek of what’s to come!)

Altitude

APRIL 10, 2018

Contact Center Customer Management industry CCNG Customer Contact CentralHey, it seems that it was just yesterday that we were ladling out “Happy New Year” and today Q1 is already over! Time flies, huh? So, we thought: great time to look back at 2017 and further ahead into 2018 and share with you some of the great achievements that we brought to our customers, partners, and the industry last year. MORE

CCNG Contact Center Management 43
>

Migrating Contact Center Solutions to the Cloud – a Business and Operational Perspective

CCNG

APRIL 13, 2021

She is a long-time CCNG member, Town Hall facilitator, and blog contributor. Contact Center solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented. MORE

contact center solutions CCNG Contact Center Enterprise 247
>

Ethics for the machines

Altitude

MARCH 23, 2018

AI Ethics machines technological evolution CCNG Customer Contact CentralWill the machines save us or kill us all? that is the question. While many are thrilled with the latest AI breakthroughs and dream of a shinning AI-powered world, others, like Bill Gates, Elon Musk, Steve Wozniak and the late and legendary Stephen Hawking, expressed concerns about the evolution of the machines and warned about an apocalyptic future. MORE

CCNG Technology 62
>

Who Will Take on the $4 Billion Challenge?

CCNG

NOVEMBER 10, 2015

“You must spend money to make money.” – Plautus The 2015 CCNG Executive Summit was a success because attendees shared their experiences, both good and not-so-good. So much so that on my flight home, my head spun with industry buzzwords and emerging trends. But one in particular stood out for me: Agent inefficiencies continue to … Continue reading Who Will Take on the $4 Billion Challenge? → Agent Experience Customer Experience featured MORE

CCNG Customer Experience 163
>

Keep your Business on top of the WOWness wave

Altitude

APRIL 3, 2018

Customer Service Customer Experience Chatbots omnichannel services news experiences technology Customer Management industry CCNG Customer Contact CentralIt’s not a news anymore that people today choose and buy experiences, not products or services, and the advancements in technology increase both customer expectations and space for businesses to wow them. The potential of wowness (what a word, huh? Does it even exist? Well it does now ?? ) MORE

Banking CCNG Chatbots Technology 46
>

Dealing with WFH Agent Loneliness

CCNG

AUGUST 13, 2020

For more info on 5th Talent, contact Michelle Porterfield at CCNG for a direct connection to Ted or visit their web site at www.5thtalent.com.The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. MORE

CCNG Contact Center Surveys Technology 195
>

Leadership for the New Workforce

CCNG

NOVEMBER 10, 2015

From the desk of Dr. WFO: On August 3-4, I had the opportunity to participate with a number of great organizations at the CCNG Executive Summit in Fort Worth, TX. Several organizations were represented at the event including: Neat, Kohl’s, HSN, Essilor, Hilton, CareerBuilder, Chase, Texas Workforce Commission, Wells Fargo, Kroger, OpenSpan, InContact, Five9, T … Continue reading Leadership for the New Workforce → CCNG Member Network Leadership featured MORE

CCNG 150
>

Why Performance-Based Training Requires Automation Now More than Ever

CCNG

MARCH 4, 2021

With the increased demands, Covid thrust upon contact center organizations, SymTrain, in conjunction with CCNG, sponsored a survey on the impact of converting to remote work. Dan McCann is CEO and Chief Learning Officer at SymTrain – a CCNG Corporate Member MORE

CCNG Surveys Contact Center Coaching 195
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Hearing the Voice of Our Customers and Partners: The Value of Exchanging

Altitude

OCTOBER 29, 2018

Customer Experience Business Development Customer Engagement Co-creation Contact Center networking Customer Contact Central CCNG MORE

Best practices CCNG Management Contact Center 59
>

How to Create Business Value While Ensuring GDPR Compliance. The Altitude Case Study

Altitude

FEBRUARY 22, 2018

contact centers GDPR Data Security Privacy CCNG Customer Contact CentralAltitude is committed to create value for its customers while executing on its own European General Data Protection Regulation (GDPR) compliance program. Companies can miss that there are benefits from a GDPR program. For Altitude it is an opportunity to build customer trust, improve customer relationships, establish better data controls, and improve internal data handling and availability. MORE

CCNG Contact Center 40
>

Breaking Down The Challenges of Remote Training & How to Overcome Them

CCNG

SEPTEMBER 8, 2020

The video clip of Trey’s comments comes from a recent Town Hall meeting with members of CCNG. Written By Trey Fischer Trey Fischer of Kat Lan Tat Services spoke to members on how to help training teams go from surviving training with the remote agents to thriving when training remote agents. MORE

CCNG Consulting Consulting Contact Center 195
>

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 Member NetworkEveryone has a story to tell. Everyone you meet knows something you don’t. MORE

CCNG Best practices Contact Center Customer Service 163
>

Supporting Your Agents: Work From Loneliness

CCNG

AUGUST 13, 2020

For more info on 5th Talent, contact Michelle Porterfield at CCNG for a direct connection to Ted or visit their web site at www.5thtalent.com.The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. MORE

CCNG Contact Center Surveys Technology 195
>

Action Changes Things: Make it Happen in 2021

CCNG

JANUARY 13, 2021

At the recent CCNG Fireside Live Chat held in December I had the opportunity to provide my reflection on 2020 and what I predict will happen in 2021 alongside two other industry colleagues, Poly and Avtex. Roger Lee is VP Customer Success for Gridspace and long time CCNG member and advocate. MORE

CCNG Finance Average Handle Time Employee engagement 195
>

Expanding Customer Contact Through Digital Engagement

CCNG

OCTOBER 28, 2020

In a recent CCNG webinar Heather Pena Director, Webchat & Operations at NRG Energy shares how communication with their customers is changing and evolving. More and more customer communication is depending on digital channels. MORE

CCNG Call Center Customer Experience 195
>

This is where you break down barriers to enhance contact centers

CX Global Media

AUGUST 28, 2018

I witnessed first-hand the power of community when I attended a CCNG networking event at Coca-Cola Consolidated’s contact center in Charlotte, North Carolina. Supporting the programming activities for the event came from the CCNG team, led by long-time contact center industry veteran, and president of CCNG, David Hadobas. Jim Rembach : Hey this is Jim with Fast Leader Show and Call Center Coach and I’m here with David Hadabos of CCNG. MORE

Contact Center CCNG Benchmark Chief Customer Officer 131
>

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. We just participated in a CCNG networking event which was absolutely phenomenal. Contact Center Events Contact Center Performance 8x8 benchmarking CCNG contact center industry Daniel Weiss networking MORE

Best practices Contact Center CCNG Benchmark 156
>

Taking a Chapter on Customer Experience from a CX Expert

CCNG

APRIL 2, 2021

CCNG recently spoke with Bob Azman about his contributions in the latest collection of insights from CX leaders included in the book Customer Experience 3. Bob Azman works with CCNG members sharing experience and perspectives in Customer Experience and Customer Care. MORE

CCNG Journey mapping Customer Experience Consulting 195
>

Work at Home: Focusing on the People Issues

CCNG

JUNE 26, 2020

CCNG hosts regular virtual town hall meetings each month to bring to surface topics, challenges and recommendations from the members. Thanks to Tina and the entire Northridge Group team for all your contributions helping our customer care colleagues and CCNG members MORE

CCNG Customer Care Employee engagement Consulting 195
>

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. MORE

Best practices CCNG Healthcare Contact Center 195
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Social media contact Contact Center Customer Care Employee engagement call center professionals Benchmark Coaching contact center solutions Consulting Customer Service More Related Topics >

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 Member NetworkEveryone has a story to tell. Everyone you meet knows something you don’t.

CCNG 163
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CCNG Best practices Contact Center Customer Service 163

Leadership for the New Workforce

CCNG

NOVEMBER 10, 2015

From the desk of Dr. WFO: On August 3-4, I had the opportunity to participate with a number of great organizations at the CCNG Executive Summit in Fort Worth, TX. Several organizations were represented at the event including: Neat, Kohl’s, HSN, Essilor, Hilton, CareerBuilder, Chase, Texas Workforce Commission, Wells Fargo, Kroger, OpenSpan, InContact, Five9, T … Continue reading Leadership for the New Workforce → CCNG Member Network Leadership featured

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Can a Contact Center be a “Deep Learner”?

Altitude

FEBRUARY 27, 2018

Customer Service Contact Center artificial intelligence deep learning tech series AI chat bot CCNG Customer Contact CentralOnce upon a time there was a 1400-year-old game called “Chess” and the world chess champion, Garry Kasparov, loosing against an IBM supercomputer called “ Deep Blue ”. This was in 1997. Since then the artificial intelligence (AI) love with chess has never vanished, with the machines becoming more skillful and playing tournaments between themselves.

Contact Center 63
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Contact Center CCNG Customer Service 63

Ethics for the machines

Altitude

MARCH 23, 2018

AI Ethics machines technological evolution CCNG Customer Contact CentralWill the machines save us or kill us all? that is the question. While many are thrilled with the latest AI breakthroughs and dream of a shinning AI-powered world, others, like Bill Gates, Elon Musk, Steve Wozniak and the late and legendary Stephen Hawking, expressed concerns about the evolution of the machines and warned about an apocalyptic future.

CCNG 62
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CCNG Technology 62

2021 Industry Expert Contact Center Predictions (Replay)

Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex

Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike.

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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.

Best practices 195
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Best practices CCNG Healthcare Contact Center 195

Acceptance and Fun - Keys for Supporting Your Virtual Team

CCNG

SEPTEMBER 29, 2020

CCNG members have shared ideas on how they engage and work with remote agents keeping things fun and engaging. So how are customer support operations adjusting to the new virtual work environment over inhouse work environment?

CCNG 195
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CCNG Quality management Customer Support Customer Service 195

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

Altitude

OCTOBER 29, 2018

Customer Experience Business Development Customer Engagement Co-creation Contact Center networking Customer Contact Central CCNG

Best practices 59
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Best practices CCNG Management Contact Center 59

High Stakes Game - Keeping Your Data Safe in A Post GDPR World

Altitude

MAY 3, 2018

Customer Service Contact Center GDPR Data Protection Data Security CCNG Customer Contact Central Data PrivacyData protection has always been important. Now it’s becoming urgent. The enforcement of the European General Data Protection Regulation (GDPR) from May, coupled with the continued growth in data breaches is driving the adoption of better data protection technology.

Technology 54
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Technology CCNG Personalization Contact Center 54

Taking a Chapter on Customer Experience from a CX Expert

CCNG

APRIL 2, 2021

CCNG recently spoke with Bob Azman about his contributions in the latest collection of insights from CX leaders included in the book Customer Experience 3. Bob Azman works with CCNG members sharing experience and perspectives in Customer Experience and Customer Care.

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CCNG Journey mapping Customer Experience Consulting 195

Action Changes Things: Make it Happen in 2021

CCNG

JANUARY 13, 2021

At the recent CCNG Fireside Live Chat held in December I had the opportunity to provide my reflection on 2020 and what I predict will happen in 2021 alongside two other industry colleagues, Poly and Avtex. Roger Lee is VP Customer Success for Gridspace and long time CCNG member and advocate.

CCNG 195
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CCNG Finance Average Handle Time Employee engagement 195

2021 Industry Expert Contact Center Predictions

Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex

The new year is just around the corner. It's time to plan for the ever-changing needs within our industry. On December 3rd, join CCNG's first ZOOM Fireside panel discussion. It will be both interactive and energetic as several CCNG members share insights and predictions for 2021. Join industry experts from Aria, Poly, and Gridspace as they share what they have learned in 2020 in order to prepare us for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. Bring your questions and lessons learned to share with the group! Sign up today! You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike. Learn how to address, manage and utilize: People Process Technology and Implementation Strategies for 2021.

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InformaTech

InformaTech

Acceptance and Fun - Keys for Supporting Your Virtual Team

CCNG

SEPTEMBER 29, 2020

CCNG members have shared ideas on how they engage and work with remote agents keeping things fun and engaging. So how are customer support operations adjusting to the new virtual work environment over inhouse work environment?

CCNG 195
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CCNG Quality management Customer Support Customer Service 195

Why Digital Transformation Means That Contact Center Solutions Are for Everyone Now

Altitude

NOVEMBER 29, 2017

social media Contact Center Customer Experience Chat start-ups Digital Transformation SME’s ecommerce voice CCNG Customer Contact CentralEvery day, start-ups and other innovative businesses are coming up with new business models that highlight how digital transformation is changing sales, marketing and customer service in all industries.

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contact center solutions Sales Contact Center Marketing 46

Expanding Customer Contact Through Digital Engagement

CCNG

OCTOBER 28, 2020

In a recent CCNG webinar Heather Pena Director, Webchat & Operations at NRG Energy shares how communication with their customers is changing and evolving. More and more customer communication is depending on digital channels.

CCNG 195
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CCNG Call Center Customer Experience 195

Breaking Down The Challenges of Remote Training & How to Overcome Them

CCNG

SEPTEMBER 8, 2020

The video clip of Trey’s comments comes from a recent Town Hall meeting with members of CCNG. Written By Trey Fischer Trey Fischer of Kat Lan Tat Services spoke to members on how to help training teams go from surviving training with the remote agents to thriving when training remote agents.

CCNG 195
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CCNG Consulting Consulting Contact Center 195

What we brought to our customers in 2017 (and a sneak peek of what’s to come!)

Altitude

APRIL 10, 2018

Contact Center Customer Management industry CCNG Customer Contact CentralHey, it seems that it was just yesterday that we were ladling out “Happy New Year” and today Q1 is already over! Time flies, huh? So, we thought: great time to look back at 2017 and further ahead into 2018 and share with you some of the great achievements that we brought to our customers, partners, and the industry last year.

CCNG 43
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CCNG Contact Center Management 43

Customer Engagement + Bots: Connect with your customers in a new way

Speaker: Noel Roberts, CTO and VP of Marketing, Aria Solutions

Join CCNG member Noel Roberts of Aria as he discusses how to leverage chatbots to deliver excellent customer service that improves the customer experience and drives ROI. We’ll look at some of the challenges facing organizations, including common pitfalls, and will recommend ways to avoid them.

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Applying Lessons Learned During this Pandemic to Next Level Customer Care 

CCNG

AUGUST 21, 2020

Listen below to Pam’s 7 minute kickoff talk during a recent CCNG town hall event

CCNG 195
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CCNG Customer Care outsourcing Contact Center 195

Work at Home: Focusing on the People Issues

CCNG

JUNE 26, 2020

CCNG hosts regular virtual town hall meetings each month to bring to surface topics, challenges and recommendations from the members. Thanks to Tina and the entire Northridge Group team for all your contributions helping our customer care colleagues and CCNG members

CCNG 195
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CCNG Customer Care Employee engagement Consulting 195

The on-demand Society needs a new Contact Center model

Altitude

AUGUST 31, 2017

Contact Center Customer Experience Customer Journey omnichannel on demand society Customer Management industry CCNG Customer Contact CentralThe only way through which a Company can come close to our demands in this new society on demand is by trying to anticipate to the customer’s behavior, shaping it and getting the most appropriate tools in order to enhance those sequences of interactions or “golden moments”. This is what we call Customer Journey.

Contact Center 43
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Contact Center CCNG Management Customer Experience 43

“I sent you a message!” “Really? Where? Facebook, SMS, Whatsapp, Gmail or Snapchat?”

Altitude

OCTOBER 7, 2016

Contact Center Trends Contact Center Performance Customer Service Social Customer Service Interconnectivity contact centers omnichannel services CCNG Customer Contact CentralCalls over Skype and Whatsapp. Messages over Google Hangouts and Facebook. Posts and Tweets. It really can get confusing sometimes, can´t it? I know from my own experience that sometimes when I haven’t had time to reply to a message right away, I´m having a hard time finding on which platform I had received it.

CCNG 54
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CCNG Contact Center Customer Service 54

CSR Recruiting, Hiring and Retention

Speaker: Andrew Decker, Customer Care Manager, VSP

Watch this re-released conversation between Andrew Decker, Customer Care Manager for VSP, and David Hadobas, President and CEO of CCNG, as Andrew shares VSP's success story for improving the recruiting, hiring, and retention process of their front line CSRs.

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Are you GDPR Ready? 10 Questions You Should Be Asking

Altitude

OCTOBER 27, 2017

Contact Center GDPR Data Protection Data Security Privacy Data Breach CCNG Customer Contact CentralT he European General Data Protection Regulation (GDPR) takes effect on May 25, 2018, and it aims to create a stronger, harmonized data protection legal framework throughout the European Union, with the aim of giving citizens more control over their personal data, while imposing strict rules on companies who host and process this data.

Personalization 40
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Personalization CCNG Contact Center 40

This is where you break down barriers to enhance contact centers

CX Global Media

AUGUST 28, 2018

I witnessed first-hand the power of community when I attended a CCNG networking event at Coca-Cola Consolidated’s contact center in Charlotte, North Carolina. Supporting the programming activities for the event came from the CCNG team, led by long-time contact center industry veteran, and president of CCNG, David Hadobas. Jim Rembach : Hey this is Jim with Fast Leader Show and Call Center Coach and I’m here with David Hadabos of CCNG.

Contact Center 131
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Contact Center CCNG Benchmark Chief Customer Officer 131

GDPR is a reality. What now?

Altitude

MAY 25, 2018

GDPR Data Protection Customer Management industry CCNG Customer Contact Central Data Privacy databases informationSo, it is a reality. May 25 came. G DPR took effect. Most of the organizations databases shrunk immensely (unless these organizations were really thorough and did a great job during years cleaning their email lists and only keeping those with consent).

CCNG 40
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CCNG Management 40

Keep your Business on top of the WOWness wave

Altitude

APRIL 3, 2018

Customer Service Customer Experience Chatbots omnichannel services news experiences technology Customer Management industry CCNG Customer Contact CentralIt’s not a news anymore that people today choose and buy experiences, not products or services, and the advancements in technology increase both customer expectations and space for businesses to wow them. The potential of wowness (what a word, huh? Does it even exist? Well it does now ?? )

Banking 46
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Banking CCNG Chatbots Technology 46

Reducing Agent Effort and Lowering AHT for a Better CX

Speaker: Roger Lee, Director - Customer Success, Gridspace

How do you ensure your customer service team is communicating accurate, complete information, and how do you know they are providing appropriate products/solutions to better serve customers? Join CCNG for an exploration into how AI will improve both the employee and customer experience.

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How to Create Business Value While Ensuring GDPR Compliance. The Altitude Case Study

Altitude

FEBRUARY 22, 2018

contact centers GDPR Data Security Privacy CCNG Customer Contact CentralAltitude is committed to create value for its customers while executing on its own European General Data Protection Regulation (GDPR) compliance program. Companies can miss that there are benefits from a GDPR program. For Altitude it is an opportunity to build customer trust, improve customer relationships, establish better data controls, and improve internal data handling and availability.

CCNG 40
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CCNG Contact Center 40

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. We just participated in a CCNG networking event which was absolutely phenomenal. Contact Center Events Contact Center Performance 8x8 benchmarking CCNG contact center industry Daniel Weiss networking

Best practices 156
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Best practices Contact Center CCNG Benchmark 156

Why Performance-Based Training Requires Automation Now More than Ever

CCNG

MARCH 4, 2021

With the increased demands, Covid thrust upon contact center organizations, SymTrain, in conjunction with CCNG, sponsored a survey on the impact of converting to remote work. Dan McCann is CEO and Chief Learning Officer at SymTrain – a CCNG Corporate Member

CCNG 195
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CCNG Surveys Contact Center Coaching 195

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

CX Global Media

SEPTEMBER 10, 2018

I was introduced to the system when Joachim “Joe” Rogers , the senior director of customer care for Coca-Cola Consolidated, shared it at a CCNG regional meeting. Who just hosted a fantastic event with CCNG. Contact Center Events Contact Center Performance CCNG Coca-Cola contact center industry employee engagement networkingContact centers are built on processes and systems that need to be managed and led.

Employee engagement 163
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Employee engagement CCNG Education Coaching 163

Building Your CX of the Future - Take the First Steps Today

Speaker: Chris Bauserman, VP Segment and Product Marketing, NICE inContact

Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future.

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Lean On The Collective Knowledge of Your Network

CCNG

JULY 11, 2020

We at CCNG have always believed the most powerful--and underutilized--tool in the contact center is your personal professional network. At CCNG, we know strong brands are built on exceptional customer care. In less than 90 days the world changed and customer care changed with it.

CCNG 195
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CCNG Benchmark Customer Care Contact Center 195

During Times of Crisis, the Best Investment is CX

CCNG

SEPTEMBER 23, 2020

Listen below to the recent CCNG Town Hall where Bob started things off and the subsequent member discussions included some great perspectives on technology, contact center staffing, outsourcing, customer experience and investing for the future.

CCNG 195
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CCNG outsourcing Employee engagement Consulting 195

Creating a Culture of Exceptional Service

CCNG

SEPTEMBER 17, 2020

Recently David led a CCNG Town Hall discussion how creating a culture of exceptional service comes from excelling in the four cornerstone areas: People, Leadership, Processes, & Systems.

CCNG 195
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CCNG Coaching CRM Accountability 195

It´s The Most Wonderful - And Busiest - Time Of The Year

Altitude

NOVEMBER 21, 2018

Customer Journey Customer Experience Black Friday Cyber Monday Customer Service customer loyalty workforce management contact center solution Contact Center multichannel omnichannel empower agents FCR Agent Desktop security CCNG Customer Contact Central AltitudeHow to ace customer journey to – and from- Black Friday and Cyber Monday.

CCNG 40
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CCNG contact center solutions Multichannel Contact Center 40

Why Performance-Based Training Requires Automation

Speaker: Mike Roberts, Technology Lead, GCB Training, Citi, Trey Fischer, Owner and Chief Consultant, Kat Lan Tat Services, Dan McCann,CEO and Chief Learning Officer, SymTrain

In this panel discussion, you'll learn not only why work simulations have propelled performance-based training, but also how the latest technology gives organizations the opportunity to create, manage, and deploy real-world simulations that reduce training time, improve agent performance, and increase retention.

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Migrating Contact Center Solutions to the Cloud – a Business and Operational Perspective

CCNG

APRIL 13, 2021

She is a long-time CCNG member, Town Hall facilitator, and blog contributor. Contact Center solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented.

contact center solutions 247
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contact center solutions CCNG Contact Center Enterprise 247

Who Will Take on the $4 Billion Challenge?

CCNG

NOVEMBER 10, 2015

“You must spend money to make money.” – Plautus The 2015 CCNG Executive Summit was a success because attendees shared their experiences, both good and not-so-good. So much so that on my flight home, my head spun with industry buzzwords and emerging trends. But one in particular stood out for me: Agent inefficiencies continue to … Continue reading Who Will Take on the $4 Billion Challenge? → Agent Experience Customer Experience featured

CCNG 163
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CCNG Customer Experience 163

Supporting Your Agents: Work From Loneliness

CCNG

AUGUST 13, 2020

For more info on 5th Talent, contact Michelle Porterfield at CCNG for a direct connection to Ted or visit their web site at www.5thtalent.com.The contact center industry has never experienced anything like the 2020 COVID-19 pandemic.

CCNG 195
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CCNG Contact Center Surveys Technology 195

Dealing with WFH Agent Loneliness

CCNG

AUGUST 13, 2020

For more info on 5th Talent, contact Michelle Porterfield at CCNG for a direct connection to Ted or visit their web site at www.5thtalent.com.The contact center industry has never experienced anything like the 2020 COVID-19 pandemic.

CCNG 195
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CCNG Contact Center Surveys Technology 195

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.

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About
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