Everyone Has A Story

CCNG

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.

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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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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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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.

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.

Can a Contact Center be a “Deep Learner”?

Altitude

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.

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

CCNG

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.

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

Altitude

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

Applying Lessons Learned During this Pandemic to Next Level Customer Care 

CCNG

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

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

Altitude

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.

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.

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

Altitude

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.

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

Altitude

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.

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During Times of Crisis, the Best Investment is CX

CCNG

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.

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Creating a Culture of Exceptional Service

CCNG

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.

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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.

The on-demand Society needs a new Contact Center model

Altitude

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.

Are you GDPR Ready? 10 Questions You Should Be Asking

Altitude

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.

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

Altitude

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.

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Work at Home: Focusing on the People Issues

CCNG

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 With so much being shared around work-from-home over the past 45 days, we wanted to bring you some insights from our member The Northridge Group, Tina Suthers, senior consultant CX.

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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.

This is where you break down barriers to enhance contact centers

Call Center Coach

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.

Supporting Your Agents: Work From Loneliness

CCNG

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.

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Dealing with WFH Agent Loneliness

CCNG

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.

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GDPR is a reality. What now?

Altitude

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).

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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.

Keep your Business on top of the WOWness wave

Altitude

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 ?? )

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

Altitude

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.

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Forgotten Yet Key Source for Contact Center Best Practices

Call Center Coach

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

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

Call Center Coach

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.

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

Altitude

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.

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Lean On The Collective Knowledge of Your Network

CCNG

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. Organizations, customers and staff are unsettled. Expectations are moving targets and operations are in flux. However, for many contact centers it’s now time to focus on the new path forward.

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Who Will Take on the $4 Billion Challenge?

CCNG

“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

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Have you heard about Pokémon Go? I bet you have!

Altitude

Pokémon Go Altitude Door to Door Mobility Apps Augmented reality technological evolution services experiences CCNG Customer Contact CentralWhether you are catching Pokémon in your free time or not, I bet you have heard about it. It´s really hard not to, as it has been one of the hot topics over the last few weeks. The Financial Times (“How Pokémon Go will make you spend more”) has been writing about it, so has The Economist (“I mug you, Pikachu!”).

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To Stay at Home or To Not Stay at Home: An Invitation to a Research Study

CCNG

Article contributed by CCNG member Brian Kearney, Founding Partner and CMO at 5th Talent International, LLC located in Aurora, Colorado The contact center industry has never experienced anything like the COVID-19 pandemic. The rapid shift to move agents and supervisors to their homes has demonstrated that a work-at-home (WAH) model is possible for business continuity purposes.

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A Path Forward: Leadership Insights for the Modern Organization

CCNG

You can listen to the full interview with Jason online as part of the Perspectives on Leadership webcast series on the CCNG Webcast Channel. I’ve always been a glass-half-full guy. And right now that’s been really helpful as there’s plenty of bad news and hard decisions in our lives. But, there's something about a common enemy or a universal challenge that brings out the best of us. Inspires us. Motivates us.

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Working Remotely: Confessions of a virtual leader

CCNG

As a consultant Kerry Meyer is a CCNG Academy member helping members by sharing experience and knowledge in contact center and customer care. While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account.

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Contact Center Industry Perspectives and Resources

CCNG

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. CCNG hosted an interactive open forum for all members to address issues related to the COVID-19 spread and how our members' contact centers are dealing with people, planning, and procedures.

Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

David Hadobas CEO, CCNG. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. CCNG’s mission to provide a community for member-driven agendas, topics, events and conversations provides true peer learning for contact center management. Through three decades of CCNG’s evolution, David has guided CCNG and its members through different modalities of facilitation and communication.

8 Customer Service Networks You Need to Follow in 2019

Fonolo

CCNG does just that. When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. With the abundance of experts, thought leaders, Twitter handles, and publications that make up the DNA of both the customer service and customer experience industries, it quickly became clear that the learning curve would be steep.

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