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

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

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

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. MORE

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

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

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

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 MORE

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

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

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

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

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

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. MORE

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 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

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

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

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

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

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

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

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. MORE

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

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

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

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

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

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

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

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. MORE

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

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

VP of Technology at Cognigy , Derek Roberti, recently hosted a live chatbot critique with CCNG members during a virtual Town Hall. As consumers today, we greatly appreciate when we have a great chatbot or voicebot experience. MORE