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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
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
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
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. 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. MORE
Listen below to Pam’s 7 minute kickoff talk during a recent CCNG town hall event 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
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
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
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
“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
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
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
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
150 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
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
Emma English is Marketing & Communications Manager at Humach, a CCNG corporate member. 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 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. 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
In a recent panel discussion with CCNG members on the topic of 2021 Contact Center Predictions, Ron shares a few perspectives learned from this year. Ron Owens is SVP Operations at Aria Solutions (recently acquired by Avtex in November 2020) and long time CCNG member and advocate MORE
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!”). MORE
CCNG Related Topics 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
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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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.
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.
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.
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.
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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.
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.
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.
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?
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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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.
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.
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.
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.
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.
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.
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.
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
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.
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.
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 ?? )
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
AUGUST 21, 2020
Listen below to Pam’s 7 minute kickoff talk during a recent CCNG town hall event
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
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.
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.
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
DECEMBER 16, 2020
In a recent panel discussion with CCNG members on the topic of 2021 Contact Center Predictions, Ron shares a few perspectives learned from this year. Ron Owens is SVP Operations at Aria Solutions (recently acquired by Avtex in November 2020) and long time CCNG member and advocate
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 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.
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.
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
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.
Altitude
AUGUST 2, 2016
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!”).
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.
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.
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
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
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. 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.
CCNG
NOVEMBER 17, 2020
Emma English is Marketing & Communications Manager at Humach, a CCNG corporate member.
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