The One Where There is No One Ideal Customer

CCNG

On a recent episode of CX Passport, Elaine Lee, Managing Director of ReynoldsBusbyLee and I discussed how it takes a real understanding of a real customer to know how to deliver the right customer experience.

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Start Working with Two Arms…

CCNG

In a recent conversation with CCNG, I discussed this exact challenge and how contact center leaders can precisely value the cost and financial efficiency of performance across all contact channels and teams.

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The Recruitment Tsunami

CCNG

By Jason Mercer-Pottinger During a recent CCNG Town Hall I discussed with members the strategies and incentives contact centers are using to address a very challenging labor market.

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How to Hire the Right People Quickly with Accurate and Actionable Data

CCNG

I recently spoke with David Hadobas of CCNG to discuss this important topic. Deken is a CCNG member working with Emmerision as Director of Enterprise Sales in Lehi, Utah In a fast-paced industry like contact centers, it is important to hire quickly without sacrificing accuracy.

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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.

The Great Re-Think

CCNG

Colin Taylor is CEO of The Taylor Reach Group and long time CCNG member and advocate. Summer is typically a slower time of year for many organizations. It is time to recharge and prepare for the challenges and opportunities found in subsequent quarters.

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Leadership for the New Workforce

CCNG

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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Impacting Your Company’s Growth by Intentionally Creating an Employee Growth Plan

CCNG

In a recent conversation with CCNG I explain the value as to why leaders take this strategic approach with their teams. See below for the interview with Mary and CCNG on this topic to learn more details about employee growth plans.

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Contact Center Metric Best Practices in 2021

CCNG

In a recent conversation with CCNG members, I discussed the key metrics that you need to be monitoring, what the industry best practices are for each, and one in particular that can cause you issues if not developed properly.

Best Practices For A Powerful Professional Network: Part 6

CCNG

Who of us wants to watch a football game where everyone stands on the sidelines? Or a baseball game where the players never leave the dugout. Your network offers a similar arena where value comes from active participation. Get in the game. Step onto the field.

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.

The One With The Mad Max World of Travel Today

CCNG

Recently, I had the opportunity to sit down with Mindy Lentz, Director of Customer Care at Hilton, to discuss the crazy world of travel today. In this episode, Mindy shared stories of the travel chaos.but more importantly, how it affects the Hilton agents.

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Creating Location Inclusion

CCNG

She is a virtual work expert, trainer, keynote speaker and CCNG Academy member, and is preparing leaders to lead hybrid and remote teams Let’s make 2022 the year of Location Inclusion. What is location inclusion?

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Best Practices For A Powerful Professional Network: Part 5

CCNG

Best Practices For A Powerful Professional Network series: 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 Lon Hendrickson is the Executive Director of the CCNG Magnet Program

Best Practices For A Powerful Professional Network: Part 4

CCNG

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 Lon Hendrickson is the Executive Director of the CCNG Magnet Program

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.

The Rut…

CCNG

He recently spoke with CCNG about these perspectives in light of managing and working-from-home for the past year or more. Kevin is the Vice President of Operations for Guardian Protection Products and a CCNG member ??Efficiency, Productivity, Resourcefulness. ?At

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Retaining Your #1 Asset Through Leadership & Culture

CCNG

recently led a discussion for CCNG members that focused on Retaining your Number 1 Asset Through Leadership & Culture. Data has shown that leadership is the number one reason employees of all industries leave their positions. The number one reason they stay is organizational culture.

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Listen, Learn, Laugh – The Contact Center Show

CCNG

For many of those years we’ve both followed the CCNG organization – joining Town Hall events, speaking at meetings (back when travel happened), and engaging in the communication channels that have become the lifeblood of CCNG members.

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AI Analytics: Overcoming the Limitations of Traditional Engagement

CCNG

are long-time contributors in the CCNG community What data are you using and where is it coming from? Depending on its source, time, and ?environment, environment, data changes in value as it reckons with the moment in time it’s used.

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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.

Best Practices For A Powerful Professional Network: Part 3

CCNG

Lon Hendrickson is the Executive Director of the CCNG Magnet Program Connectivity continues to shrink our world, and in the process transform businesses and industries.

The One With All the Gold Dust

CCNG

Rick is a CCNG member, a CX Advisor and Keynote Speaker who enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach.

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Cloud Based Solutions, the Contact Center and Future of AI

CCNG

If you still have questions, feel free to find me in the CCNG Slack group or at owen@iv.ai Owen McGrath is an active CCNG member based in Boulder Colorado and the Head of Sales for IV.AI.

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Best Practices For A Powerful Professional Network: Part 2

CCNG

Lon Hendrickson is the Executive Director of the CCNG Magnet Program It’s important to use your network to get a more complete view of issues, problems and solutions. Experience is generally the key in successfully navigating difficult situations.

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.

Why Timing is Now to Automate Performance-Based Learning

CCNG

With the increased demands thrust upon contact center organizations, SymTrain in conjunction with CCNG sponsored a survey among just under 100 learning and development leaders and how they reacted to these demands. Dan McCann is CEO and Chief Learning Officer at SymTrain – a CCNG Member

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Must-Have Workflow and Productivity Contact Center Tools for 2022 and Beyond

CCNG

Both organizations are Corporate members with CCNG. Contact CCNG for connections or information for either Touchpoint One or Hire Dynamics Many businesses start their fiscal new year on July 1…which is coming up fast! ? ???If

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RTO: 5 Reasons to Ruthlessly Prioritize during the Hybrid Work Transition

CCNG

Sacha is a virtual work expert, trainer, keynote speaker and CCNG Academy member, and is preparing leaders to lead hybrid and remote teams Productivity will (and should) temporarily decline as offices reopen.

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3 Best Practices for Remote and On-Premise Agent Support

CCNG

Kathryn Jackson recently talked with CCNG members during a Town Hall working through new challenges associated with COVID changes shifting to remote workers.

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How to Take Your Contact Center Omnichannel in 2022

Speaker: Cognigy and CCT

Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. But what about other digital channels? Customers of 2022 are more likely to expect brands to communicate with them on their channel of choice. Join this live discussion with two contact center solution experts on how to enable live agents to work across all digital channels and deliver a professional multi-experience across all touch points.

Evaluating Your Contact Center Disciplines

CCNG

Last, but very much not least, ask CCNG. Ryan has been a senior leader contributor to the CCNG member network for over 7 years including presentations at CCNG’s Executive Summit and various regional events

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2020 - The Year (NOT!) Everything Changed

CCNG

In a recent CCNG Town Hall, Rick Denton helped walk the community through key elements of customer experience that were fundamental pre-pandemic as well as during the pandemic, and will remain fundamental post-pandemic. We’ve all heard how 2020 is the year everything changed.

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Acceptance and Fun - Keys for Supporting Your Virtual Team

CCNG

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?

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How to Turn Why Into ROI…

CCNG

As contact center leaders, we have a very good grasp of the work we do for customers (‘The What’), but what is far more challenging to unearth is ‘The Why’.

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The Cure for Contact Center Frustration

Speaker: Robert Bradshaw, President, Got/IT

Are you hiring applicants or candidates?

CCNG

Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member. Bob can be reached via the CCNG website member directory or on LinkedIn Recently my financial institution requested that I complete a document, sign it, and return it to them via Fax.

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

CCNG

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.

2020 Business and Customer Service Experience Trends

CCNG

She is a long-time CCNG member and contributor. New data from The Northridge Group provides a clear message to businesses. Today's consumers are shopping online more now than ever but find the overall service experience inadequate.

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The Contact Center is the Core of any Truly Connected Enterprise

CCNG

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. I am an old school contact center person.

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Workstreams Affected by Work@Home - Moving From an Emergent WAH to Best-in-Class

Speaker: Eric Berg, CEO, ContactCenterPro Consulting

In 2020 we all had to move fast in order to ensure our customers received the level of service they needed. Now that things have leveled off, many companies are looking at their long term plans and realizing they need to review all work streams affected by moving to a work from anywhere model and modify or improve their technology and standard operating procedures. In this discussion we will provide an overview of all work streams affected by a work from anywhere model, and talk through how you can move from emergent to best in class with your remote workforce.